A GREAT EMPLOYEE EXPERIENCE LEADS TO A GREAT CUSTOMER EXPERIENCE
Our mission is to create championship businesses by assisting them to better understand the overall customer experience and how to take action. Customers include employees!
In sports, failure isn’t an option! Every off-season, we dug in, innovate and work hard to continuously improve. We evaluated, measured and did it again, and again. Why? To be the very best, to be Champions!
Most of the development, planning, training and innovation was done in the off-season, just like players. Every business has to identify it’s off-season, as it is critical to continuously improving and investing in your business operation and your employees.
516 Business Solutions is dedicating to assisting businesses shift their mindset by helping them to identify their "off-season". By determining an "off-season", businesses will create an environment of growth, learning and continuous improvement helping to approve the overall customer and employee experience.
PRESIDENT, 516 BUSINESS SOLUTIONS
Debbie has two decades of diverse experience in customer service, CRM, project management, implementation of innovative new products and solutions, and has a keen focus on ensuring all business strategies are aligned with customer needs. Debbie recently launched the first to market customer service training program designed specifically for sports teams – LISTEN | RESPOND | GO BEYOND - The Playbook on Winning at Service, to enable sports teams in delivering the ultimate fan experience.
She is also a trainer/facilitator who assists companies in improving their customer focus and leadership skills.
Debbie began her career with The Ritz-Carlton Hotel Company based in St Thomas, USVI, where high standards, quality, and distinction were insisted upon, and therefore indoctrinated within her. With the desire to offer high caliber customer service, combined with the detailed level of training that was received at The Ritz-Carlton, she took her passion for customer service and sports and set her sights on working for a professional sports team.
In 2002, Debbie started working for the Miami HEAT and American Airlines Arena, where she implemented fundamental service standards within the Guest Service and Season Ticket Service and Retention departments.
After 6 years with the Miami HEAT, Debbie went in search of her next challenge - the NFL. In 2008, she started working with the Atlanta Falcons, developing one of the first dedicated service departments within the NFL. Debbie developed the team’s service and retention processes, and established key fan experience initiatives and lead the team’s process development and execution of the NFL’s initiatives for stadium security and the Fan Code of Conduct.
In 2014, she was tasked with leading another business strategy to enable the business to understand its fans better and began focusing on the implementation of the Falcon’s first CRM system. For the second time, Debbie built from the ground floor up, a new department within the organization: the CRM department. Shortly after the CRM department was up and running, she took over all email marketing efforts to assist the growing business with the opening of the sales center for the new Mercedes-Benz Stadium and launching Atlanta’s first MLS team, Atlanta United.