LISTEN TO THE LATEST SHE'S SO SUITE PODCAST
IN THIS EPISODE KRISTI AND NATALIE DISCUSS:
1. Power of Positivity
- Belief in oneself leads to action and successful outcomes.
2. Customer Service Roots
- Early life experiences shape later career passions in customer service.
3. Training and Development
- Implementing customer satisfaction programs drives behavioral change.
4. Facing Challenges
- Tackling wild challenges and getting buy-in shape pivotal career moments.
5. Grace Under Pressure
- Navigating difficult leadership dynamics can lead to tough but successful roles.
6. Supportive Leadership
- Positive leadership through mentoring and coaching fosters growth.
7. Empowering Women
- Women should support and uplift each other to create a positive impact.
8. Achieving Balance
- Creating non-negotiable self-care routines helps maintain productivity and happiness.
9. Mindset Change
- Shifting mental perspectives is crucial for personal and professional growth.
10. Intuitive Decision-Making
- Utilizing intuition helps in recognizing when it’s time to move on from a role.
Sponsored by: ClientSuccess and WednesdayWomen
Produced by: Manali Bhat
Listen to the She's So Suite Podcast:
Spotify | YouTube | Apple Podcasts | Amazon Music
Podcast Episode Overview:
Welcome back to She's So Suite, the podcast where we delve into the extraordinary journeys of women in the C-suite. In today's episode, Kristi Faltorusso, sits down with the inspiring Natalie Beckerman, Global Head of Customer Support Operations at IHG Hotel and Resorts. Natalie shares her dynamic career path filled with wild challenges, pivotal moments, and empowering leadership.
We'll uncover how Natalie's sports background fueled her passion for coaching and mentorship, especially for young women aspiring to reach executive positions. She’ll offer insights into overcoming professional hurdles, the significance of self-belief, and what it means to find mutually beneficial roles in one's career. Listen in as Natalie discusses practical strategies for achieving a sense of balance, prioritizing self-care, and continuously growing both personally and professionally.
We’ll also explore Natalie’s structured approach to career decision-making through her "Beckerman 9" questions and hear a powerful recount of a cultural shift she spearheaded at a utility company. Plus, you'll hear about her uplifting stories of leadership, reflecting on the importance of women supporting women, and the ripple effects of positivity and confidence in the workplace.
Stick around to get inspired and empowered by Natalie's journey and discover invaluable advice for navigating your own career path. And don't forget to rate, follow, and connect with us on LinkedIn! Let’s dive into this enriching conversation.
About Natalie Beckerman:
Natalie has run top-tier, large scale customer support operations and has created organizations dedicated to conquering the customer experience and driving customer service, sales and operational excellence across the USA, UK and EMEA. She is known to build new business, increase revenue and turn around performance, while re-energizing and invigorating businesses and leaders. Her collaborative and open approach is combined with her strong sense of humor and her abundance of energy. She has the natural ability to bring people together with her on the transformation journey.
Described as a disruptor in the customer experience and customer contact spaces, Natalie drives transformation and strategy while making significant business improvements in processes, technology WFM, and increasing revenue. Natalie is obsessed about Customer Satisfaction and Relentless about Resolution.
Natalie is currently the Global Head of Customer Support Operations at IHG Hotels & Resorts. Prior to her role with IHG, Natalie was the Senior Vice President of Global Contact Center Operations at Leaf Home. Prior to that, Natalie was the Vice President of Operational Strategy for Rocket Mortgage, responsible for client/customer experience and transformation and strategy execution. Prior to her role at Rocket, Natalie was the Executive Vice President and Chief Operating Officer at Fidelity National Home Warranty, a Fidelity National Finance Inc. Company. Natalie has held other senior operational roles in the Home Services and Telecommunications spaces.
Natalie earned an MBA from the University of Bath, School of Management, a Master Coaching Qualification from the Behavioral Coaching Institute, an MS from Michigan State University and a BA from Northwestern University, where she was a Division 1 Field Hockey All American and also spent five years as an active member of the United States Olympic Field Hockey Squad.
Timestamps:
00:00 CEO delegates challenging IT project to woman.
05:31 Started in learning and development, advanced operations.
08:29 Reflecting on pivotal moments in impressive career.
11:17 Overcame challenges, delivered results through determination.
14:13 Success, growth, and support from female leaders.
17:33 Inspired by leadership moment, striving for empowerment.
24:38 Persistence in prioritizing customer satisfaction drives success.
26:40 Setting boundaries, work-life balance, support, self-care.
28:53 Importance of mutual benefit in work relationships.
33:49 Confident leader uplifts others, promotes equality.
37:03 Balancing work and home time is important.
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