Prior to joining HighPoint, MaryAnn held positions at the U.S. General Services Administration where she developed and executed the CX strategy for USA.gov and the Office of Citizen Services and Innovative Technologies, implemented the 600+ member government-wide CX community of practice, and led the government contact center community of practice. At the National Institutes of Health, National Cancer Institute she directed the Cancer Information Service contact center program, and designed and implemented NCI’s voice of customer and quality programs.
Her experience includes customer experience strategy, customer-centered services including digital and contact center, data analytics, user experience, quality program development, training and organizational development, strategic planning, and health communication program planning and evaluation. She is a 2015 graduate of the Partnership for Public Service Excellence in Government Fellowship Program. Mary Ann has a Bachelor’s degree in Health Science & Policy from the University of Maryland Baltimore County.
She is a member of the Customer Experience Professionals Association (CXPA) and American Council for Technology and Industry Advisory Council (ACT IAC) Customer Experience Community of Interest.