Senior Customer Service Executive joins DHL Express (U.S)

DHL announced the appointment of Lisa Shardon as vice president of customer relations for DHL Express USA. Shardon started her responsibilities with DHL late last year, and as head of DHL’s Customer Care group is accountable for enhancing overall customer satisfaction, managing the company’s customer care centers and driving improvement across DHL’s customer interaction channels. Shardon reports to Manny Fernandez, executive vice president of customer experience, DHL Express USA.

DHL is engaged in a comprehensive global effort to enhance all aspects of the customer experience, with a particular focus on key customer points of contact and is implementing cross functional initiatives to ensure a superior experience at every critical customer touch-point. Among other responsibilities, Shardon is helping to advance DHL’s online and offline service channels to ensure that customers can have the easiest, most customer-friendly interaction with DHL in whichever manner they prefer.

Prior to DHL, Shardon was vice president of customer care for Virgin Mobile, where she led the company’s customer service department, overseeing improvements to its customer care center technology, vendor strategy and the overall customer experience, leading to two J.D. Power and Associates awards in the categories of “Highest Wireless Prepaid Customer Satisfaction” and “Call Center Customer Satisfaction Excellence.”

Prior to Virgin Mobile, Shardon led increasingly responsible positions around customer service efforts at Hilton Reservations Worldwide, Wells Fargo Bank and American Airlines.