Our Industry Expertise
Jill Donnelly, CMD
Vice President, Customer Experience Management
Jill Donnelly is a proven leader in creating customized service development strategies and Customer Experience Management concepts that are the foundation of success for every client. Integrating a variety of service development resources that yield impressive service improvement results, Jill's passion and enthusiasm for raising service levels is evident in every client success story. As Director of Training and Consulting Services, Jill has built a stellar service background including the Walt Disney Company, where she worked hosting and educating VIP Guests throughout the Walt Disney World Resort, working on special projects with the Marketing Department, and developing a keen understanding of what it takes to create and perpetuate a memorable service culture. Jill also has proven experience in the shopping center industry, specializing in customer service training and marketing programs for the Rouse Company, The Macerich Company and Westfield Corporation, where she developed and implemented national training and service development programs. Jill is a contributing editor to industry publications and is one of several key contributors to CSE's Service Matters customer service publication. Jill leads our production team in directing and producing all customized multimedia training including online/web based products and video/DVD production.
A graduate of The University of Delaware, she is a member of the American Society of Training and Development, (ASTD), The International Council of Shopping Centers (ICSC), is a Certified Marketing Director (CMD) and Graduate of Leadership Anne Arundel. Jill and her husband Mike live in the Annapolis area with their three children and enjoys sailing on the Chesapeake Bay and refurbishing historic homes.