Our Team

Carin Gendell

Carin Gendell is an experienced facilitator, consultant, and designer. She has provided training to a diverse group of clients for 14 years. She has 15 years of line management experience in marketing consumer products, making her a uniquely skilled partner for managers who seek to improve business results through focused training initiatives.

During the past two years, Ms. Gendell has delivered training extensively for the Department of Homeland Security, NASA, and Freddie Mac. Her training efforts have been concentrated in areas of leadership and management development related to performance management, team collaboration, change management, and customer service. Within DHS, she was designated the lead training facilitator for a new performance management system in the U.S. Secret Service and worked extensively with the internal operating divisions supporting special agents to establish customer service goals and objectives.

Ms. Gendell has worked on many customer service initiatives including assisting Holiday Inn with a new branded customer service promise. She moderated focus groups of front line employees from hotel staffs around the country to identify key customer touch points and make recommendations on improving and differentiating the customer experience. She also worked with the University Of Pennsylvania Division of Business Services over a three year period to conduct qualitative research on customer expectations and develop measurable goals and objectives to improve customer service. As part of this effort, she delivered customer service training to front line employees in university housing, dining, parking and transportation services.

Prior to becoming an independent trainer and consultant, Ms. Gendell worked for Kraft General Foods where she was Director of Marketing for both the Post Cereals and Breyers Frozen Desserts Divisions. She also served for two years as Director of Total Quality Management for Post Cereals and General Foods USA Marketing Services divisions, facilitating and coaching cross-functional teams as well as mobilizing employees through training.

Ms. Gendell holds a B.S. in Journalism from Northwestern University and an M.B.A. from The Kellogg School of Northwestern University. She was a founding member of Northwestern University’s Council of 100, a selected group of alumna leaders who encourage young women on campus to develop leadership capabilities. In addition, she is a certified facilitator of the Myers-Briggs Type Indicator.

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