Aurora Training Advantage

Chief Executive Officer

ITU Online

ITU Online Training is dedicated to bringing students comprehensive training in all major aspects of the IT industry. ITU offers courses for individuals seeking IT career certifications and corporate training for organizations that want their employees to have the latest technology skills.

Triad Behavioral Health

Triad Behavioral Health provides exam preparation, continuing education, and career services for behavioral health individuals, institutions, and organizations for over 40 years. Triad’s brands include – AATBS, Academic Review, Taylor Study Method, Gerry Grossman Seminars, and Smart Practitioner.

Chief Marketing Officer

Lost River

As a decisive leader, spearheaded all organizational initiatives, including the management of Marketing, Sales, and Development teams. Oversaw the design, development, and deployment of an ecommerce website while simultaneously guiding the marketing team in building brand awareness through online and offline strategies.

Chief Operations Officer

Automobile Club of Southern California

Responsible and accountable for the development of the AAA Mobile app. Collaborated with various strategic development partners to design, develop and deploy App. Drove and set priorities, milestones, requirements, and ensured features were in alignment with the strategic business objectives of AAA.

Sr. Product Manager - Mobile Application

Next Day Flyers

As the manager of an eight-member Marketing Operations team at NextDayFlyers, I steered the tactical execution of products and services on the ecommerce platform. In collaboration with Dev, manufacturing, and executive teams, we successfully aligned priorities and requirements with strategic business goals, thus maximizing team performance and productivity.

Marketing Operations Manager

M2 Technical Services Inc.

Managed due diligence for potential investments for The Sentient Group, a major private equity firm with $2.3 billion in global resource projects.

Sr. Product Manager /Consultant

Ultimate Truck and Auto Accessories

Responsible for the design, development, deployment of two eCommerce web sites - www.ultimatetruck.com and www.ultimateoutdoor.com. Developed marketing strategy to build brand awareness, traffic and conversions of users. Decisive leader of all technical initiatives of the organization.

Director of eCommerce

AutoAnything

Managed merchandising team accountable for implementing, maintaining and managing new and existing products on eCommerce site.  Communicated with the executive team, vendors, and internal departments to coordinate overall merchandising efforts in accordance with corporate strategy and revenue goals.

Manager

MP3.com

Planned and managed the development, testing, launch and operation of products and services designed to increase traffic, build user communities that all generate revenue. Analyzed success metrics and made adjustments to service as necessary.

Senior Product Manager

Ever wondered why some companies thrive while others merely survive? The difference might be closer than you think.

Many organizations grapple with aligning their business objectives to operational execution, leading to missed opportunities and stagnant growth. CEOs and executives often find themselves overwhelmed by complex market dynamics, struggling to foster high-performing teams essential for innovation and profitability.

Imagine leading an organization where strategic goals seamlessly translate into exceptional results. Your teams are not just performing—they're excelling—propelling your company to new heights of revenue and market expansion. Picture navigating complex business environments with confidence, backed by innovative strategies that place your company ahead of the competition.

With over 23 years of executive leadership experience, I specialize in transforming organizations by aligning business objectives with effective operational execution. My expertise includes developing and implementing innovative business strategies that exceed revenue and market goals. By fostering cultures of excellence and collaboration, I build and lead high-performing teams equipped to tackle today's fast-paced markets. Leveraging deep market insights and financial acumen, I navigate complex business environments, identify growth opportunities, and position organizations ahead of industry trends.

Ready to transform your organization and achieve remarkable success? Let's connect. Send me a message or schedule a meeting to discuss how we can align your business objectives with actionable strategies for growth.

Derrick Josten

Beverly Hathorn Consulting

At Beverly Hathorn Consulting (formerly Strategic HR Consultants), we work with organizations who wish to transform outdated systems and processes to increase customer satisfaction, drive team performance and reduce churn. 

As your Customer Success Consultants, we bring an objective perspective, the right expertise, and a proven framework to refresh and upgrade your outdated processes, enhance employee engagement, and foster a collaborative workforce.

With extensive experience in the Customer Service industry, having served as Representatives, Team Leads and Project Managers, we excel in developing and training Customer Service Agents and leading cross-functional teams to implement Customer Satisfaction Initiatives.

Our signature process improvement plan, "ARIA", modernizes and updates your processes, giving your top performers the tools they want and need to excel. 

We also offer a range of on-line and in-person training courses for Customer Success Leaders including the "Unbreakable and Limitless" Leadership Program, a transformative journey to unleash the full scope of your leadership potential.

Founder/Managing Director

In my role, I lead engaging workshops to leaders to deliver personalized learning experiences based on DiSC assessments. Support leaders in understanding assessments and promoting DiSC products to enhance training curriculum. Help organizations drive growth through personalized learning experiences.

Everything DiSC Certified Trainer and Facilitator

Teambuilding Cultures Podcast

As the host of the Teambuilding Cultures Podcast, I engage business leaders in discussions about fostering a culture of employee engagement, trust, and autonomy. Through targeted questions, I facilitate conversations on leadership, decision-making, and team-building, providing listeners with tools and inspiration to enhance their leadership skills and make a lasting impact both professionally and personally.

Podcast Host

AT&T

Member of Labor Relations Team whose function is to negotiate and develop Working Agreements; facilitate grievance dispute resolution, track and monitor grievance cases and proactively advise managers on possible resolutions to issues.  Team is also responsible to provide advice and counsel on human resource practices in order to maintain a positive labor relations environment; owns the fact-finding process and investigations of site grievances and employee disciplinary issues.

Specific duties include research and development of Agreement Interpretations; system and process improvement/implementation; SPOC for IT on specialized projects and system enhancements; manage system training and development within labor relations staff; trending reports and case record retention.

HR Labor Relations/Project Manager

Directed mid to high-level projects, empowering leaders of cross-functional teams to achieve impactful results. As BPO Project Lead, implemented a comprehensive Vendor Management framework, including process optimization, leader onboarding and development, training delivery, and performance oversight. Designed workflows, policies, and metrics to ensure operational efficiency and quality control.

Served as the primary point of contact for communications and escalations with IT and Service Delivery partners, driving collaboration and accountability to meet project objectives and enhance organizational performance.

Customer Service Project Manager

Led and developed leaders across Customer Support, Billing, and Repair teams serving Large and Small Business segments. Built high-performing teams, drove process improvements, and led the implementation of processes supporting the Office of the President and Complex Order Entry. Directed the migration of AT&T systems into BellSouth infrastructure during a major merger, ensuring seamless integration.

Provided strategic guidance and coaching fostering leadership growth and aligning teams with a vision of delivering exceptional customer service. Successfully developed programs and initiatives, including Business Continuity processes, to enhance organizational performance.

Customer Care Manager

Support large business telecom customers in servicing, product installation, billing, repair, etc.  Process orders, address and resolve billing concerns, issue adjustments, credits and charge reversals as needed.  Process requests for Repair to ensure Technician dispatch and trouble resolution.  Overall support to the customer as needed.

Customer Service Associate

𝗧𝘂𝗿𝗻𝗶𝗻𝗴 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲𝘀 𝗶𝗻𝘁𝗼 𝗢𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀!

Are You Struggling with:
🔹 Increasing customer churn?
🔹 Rising escalations and complaints?
🔹 High employee turnover?
🔹 Disengaged teams and unclear leadership?

These aren’t just operational roadblocks—they’re warning signs that your systems and leadership approach need transformation.

Imagine the Shift When You:
✅ Elevate customer satisfaction and loyalty
✅ Reduce escalations and improve resolution speed
✅ Strengthen employee engagement and retention
✅ Build high-performing teams with confident, capable leaders

That’s where we come in.

With 30+ years of expertise in customer service leadership, process optimization, and leadership development, we help organizations bridge the gap between strategy and execution. 

We don’t do "one-size-fits-all solutions"—we rebuild from the inside out, aligning your people, processes, and leadership for long-term success.

Our Signature Solutions:

📌 Process & Systems Optimization
Through our ARIA Customer Success Process Improvement Plan, we help you:
✔ Identify operational bottlenecks and inefficiencies
✔ Redesign processes to improve performance and scalability
✔ Implement tailored solutions for seamless execution
✔ Optimize systems to ensure sustainable impact

📌 Leadership Development Programs - Leadership isn’t about titles—it’s about action, influence, and results. Our programs help new and seasoned leaders break through and lead with confidence:

     🚀 Unbreakable & Limitless Leadership – Develop the resilience, executive presence, and strategic mindset.

     🎯 Execute & Lead – Gain skills to turn strategy into action, make confident decisions, and inspire high-performing teams.

     🔑First Time Leaders Accelerator - Designed to equip new Customer Success Leaders with the 
          confidence, skills, and strategy to lead with impact.

When your leaders are empowered and your systems work seamlessly, success isn’t just possible—it’s inevitable.

How We Help You Win:
🔹 Process Optimization & Strategy – Align systems for efficiency & scalability
🔹 Leadership Training & eLearning – Develop leaders at every level
🔹 DiSC Personality Assessments – Improve communication & collaboration
🔹 High-Impact Team Workshops – Build stronger, more engaged teams

Ready to elevate your organization? 

Let’s talk.

Contact us:
🗓️ Schedule your Discovery Session: https://calendly.com/beverlyhathornconsulting/consultation
💬 Start a conversation via LinkedIn Messaging 
📞 Talk (770) 367-9914

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Derrick Josten

Beverly Hathorn, PHR, PMP

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