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January 12, 2018

Employee Spotlight: Carolyn Dowling, Director of Customer Experience

Carolyn Dowling Director Customer Experience.jpg

If you're a member of Enviance's Customer Community, you may already be pretty familiar with Carolyn Dowling, our Director of Customer Experience. She develops and implements our customer experience strategy, focusing primarily on digital strategy and curating the valuable content you'll find in our online Community. Carolyn took some time out of her (very) busy day to tell to us a little bit more about her background and how she got into EHS.


How did you make your way to Enviance?


I started my career at General Electric and held various roles in finance, sales, program management, and corporate executive education. I ended up networking my way to Actio in 2011 and became the Director of Client Services, managing a customer success team and responsible for customer satisfaction and retention across the portfolio. After working here for five years, Actio was acquired by Enviance - and here I am!


Where did you go to school?


I graduated from the College of the Holy Cross with a bachelor’s degree in mathematics. I completed the GE Financial Management Program at GE Capital, which is a 2 ½ year program combining classroom education and a rotation of job assignments.


What professional achievement are you most proud of?


As Actio's Director of Client Services, I developed the Actio Customer Success team and established operational processes that led to an improved and sustainable customer retention rate.


What is your favorite part of your job at Enviance?


I'm happy to be in a role where customer satisfaction is a driving force in everything I do. I enjoy thinking about what Enviance does from a customer’s perspective.  And, specifically in my role, I am always asking myself, “Will this be valuable?”  “Will it help our customer be more successful?”  Applying empathy helps to answer those questions.


What aspect of EHS are you most passionate about?


I continue to be impressed by the fact that there is an entire profession and network of professionals dedicated to the safety and welfare of employees, individuals and our planet.  As a consumer, I have a better appreciation for the work done behind the scenes to protect people.  


Where are you from originally?


I'm originally from Narragansett, RI, which is on the state’s southern coast. 


What are your favorite things to do outside of work?


I enjoy skiing, traveling, running, and going to the beach.


If you could give your younger self one piece of advice (personal or professional), what would it be?


Every experience is a learning experience. Reflecting on experiences that went well and those that didn’t go so well enables you to celebrate successes and apply lessons next time. You can derive something good even from a bad experience.


If you had one more hour of free time each day, how would you use it?


I would spend more quality time with family and friends. Our family schedule, which includes three active kids, is quite busy.  I value the downtime opportunities, especially with my husband and children.   


What's one important skill you think every person should have?


Effective communication skills - written, verbal, and listening! These skills are applicable in whatever your career path you choose.


If you'd like to learn more about joining our Customer Community or experience our EHS software solutions, request a demo  or give us a call at 1-866-368-4262.



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