She is the Director of the Critical Accounts Program (CAP), an exclusive escalation program that provides tactical management for strategic, high-level enterprise accounts in a critical state.

Together with her team of experienced CAP managers, her goal is to ensure that all accounts entering the CAP program receive the highest level of account/escalation management throughout the venture, returning the account to a state of overall health and restoring the partnership to an HPE reference status. In 2016, the team won the President’s Quality Award (PQA), HPE’s top award for quality.

In her previous role, she led the 3PAR Critical Case Management team, a global high-performance program, and the team responsible for managing all 3PAR outage events. In this role, she established key relationships across HPE in support of addressing and resolving customer issues, working closely with HPE account teams, and promoting profitable customer relationships.

Prior to this, she held roles such as VP Customer Service and VP Professional Services in various technology companies, designing escalation programs targeting large enterprise-class customers, by optimizing cross-functional collaboration with key stakeholder groups to resolve complex and critical issues.

She holds a master’s degree in business from Golden Gate University in California. Join David Nour on this episode of the Service Council inService Podcast with Gaven Fahl.

BTW, two quick points:

We host each month's guest on a TW Chat or a live stream, so search #inServicePodcast for the latest updates.
We turn the show notes from these podcast interviews into more in-depth articles, so look for them on ServiceCouncil.com/Blog

E8 - Administrating Casual Kindness, Sonya Lacore, Southwest

Service Council inService™ Podcast SeriesBy Service Council™Feb 18, 2021