Session: Ask The Experts! Panel Discussion – Earning an A for Effortless
Rachelle has been in the hospitality industry for the entirety of her career. Her passion is to make a difference and inspire others to do the same. Whether it be through paying it forward to her team, innovating to improve the guest’s experience, or founding a Women’s affinity group, making a difference has been the foundation of Rachelle’s career.
Rachelle is presently the Vice President, Customer Relations & Brand Experience for Signature Flight Support Corporation. In this role, she’s created the brand’s first multi-year global CX strategy which has already successfully delivered a new global CEM program improving response time to the brand’s customers within 48 hours and a new employee uniform program driving Employee, Overall Satisfaction to 92%. Prior to joining Signature, Rachelle recently served as the Global Guest & Brand Experience Director for Holiday Inn. In this capacity, she created the first ever branded fast casual concept in less than six months, which drove revenue and growth for the brand. Prior to joining IHG in October 2017, she was with Popeyes Louisiana Kitchen for over 13 years, and held various roles, most recently as Head of Global Guest Experience. She was responsible for developing a multi-year guest experience strategic roadmap that improved Overall Satisfaction by 14% during her tenure. Prior to joining Popeyes, she worked for ServiceCheck Inc. There, she worked in various capacities including consulting with numerous clients of the Restaurant and Retail Industry; and was named Salesperson of the Year in 2003. She also has a Bachelor of Arts degree in English from Reinhardt University in North Georgia.
In addition to her professional role, Rachelle also serves on the Argyle CX Leadership Advisory Board (May 2018-Present). She is founding member of the Popeyes Women’s Leadership Forum (2009-2013). As President, she developed by-laws, role descriptions for the board, and an annual strategic planning process. She volunteers as the Women’s Foodservice Forum Brand Ambassador (2012-Present). She is also a member with OnBoard Inc, a nonprofit organization whose mission is to increase women in the boardroom.
In her personal life, Rachelle lives with her beloved husband Mike and furr-baby, Leo. She developed her love of animals very early on, having grown up on a horse farm. Rachelle enjoys the role of mom, having two amazing stepchildren, Sara and Hayes. When at home, her favorite place to be is in the kitchen cooking for her family and friends.