Beverly Hathorn | Leadership Consultant | Customer Success Leader | Process Improvement & Team Engagement Specialist | Founder of Beverly Hathorn Consulting
Meet Beverly Hathorn from Georgia, United States. A seasoned leadership consultant with over 30 years of experience, Beverly specializes in transforming customer service teams and optimizing business processes. Through her consulting firm, she empowers organizations to enhance performance, reduce churn, and drive exceptional customer experiences.
Early Education and Ambition
Beverly Hathorn’s journey toward becoming a powerhouse in customer service leadership began early, shaped by a deep-rooted passion for helping others. Beverly grew up in Detroit, Michigan and eventually relocated to Atlanta, Georgia. Beverly always had an innate desire to understand what made systems work, whether it was the way customer service teams operated or the structures within businesses that supported employees. She attended Georgia State University, where she laid the groundwork for her future career in business and project management. Though she wasn’t certain where the path would lead, one thing was clear that she was driven by a commitment to enhancing both customer satisfaction and employee engagement. Reflecting on her guiding principles, she says;
“I believe that the success of any business starts with its people, both inside and out. Happy employees lead to happy customers, and this has always been at the core of my mission,”
First Steps in the Professional World: From AT&T to Leadership
Beverly’s career trajectory took shape when she joined AT&T, where she spent over two decades building an impressive portfolio in customer service management. As she rose through the ranks, Customer Care Manager to Customer Success Project Manager to HR Labor Relations Project Manager, Beverly honed her ability to understand both the technical and human aspects of a business. The key to her success was always the same: creating synergies between operations and the people who drove them.
One of her proudest moments came when she helped lead the migration of AT&T’s systems into BellSouth infrastructure during a major merger. She navigated the complexities of system integration while ensuring that employees and customers experienced minimal disruption. She reflects;
“Change is inevitable, but how we manage that change determines whether it becomes an opportunity or a challenge,”
Her work at AT&T was not only about improving systems but also about enhancing the leadership of the people around her. Beverly spearheaded a variety of initiatives, including Business Continuity programs and training development, all with the aim of fostering high-performing, customer-centric teams. Her leadership ethos was clear: empower your team to succeed, and they will do the same for your customers.
A Shift Toward Consulting: Launching Beverly Hathorn Consulting
In 2021, after a successful tenure at AT&T, Beverly made the bold decision to shift gears and channel her extensive experience into a new venture: Beverly Hathorn Consulting. Founded with a clear vision, the firm specializes in working with customer-facing teams within $10M+ organizations, offering transformational leadership consulting and process improvement solutions. Beverly’s deep understanding of customer service dynamics and her passion for enhancing employee engagement became the cornerstone of her new consultancy.
Beverly’s work centers on improving customer satisfaction and reducing churn, and her signature ARIA (Assess, Redesign, Implement, Adjust) process improvement plan has become a game-changer for companies seeking to streamline their customer service operations. She says;
“I have always believed that customer success isn’t just a department, it’s a philosophy that needs to permeate the entire organization. It’s about creating systems where everyone is aligned to achieve the same goals,”
Through Beverly Hathorn Consulting, she helps companies redesign outdated processes, assess systems for inefficiencies, and implement strategies that increase performance. With her extensive hands-on experience, she helps organizations build trust, engage employees, and create high-performing teams that delight customers at every touchpoint.
Empowering Leaders Through Training and Development
A natural educator, Beverly also offers a range of workshops and training courses for leaders seeking to enhance their customer success skills. As a certified DiSC trainer, she has helped countless executives and managers gain a deeper understanding of themselves and their teams, ultimately driving better communication and collaboration. Her program, the “Unbreakable and Limitless” Leadership Program, is a transformative journey designed to unleash the leadership potential within individuals and teams. Beverly explains;
“My goal is to not only elevate the performance of customer service teams but to also give leaders the tools they need to inspire, engage, and foster a culture of continuous improvement,”
The success of these programs is a testament to her ability to create lasting impact by helping leaders develop the skills necessary to lead with confidence and vision.
A Podcast Host and Thought Leader
Beverly’s influence goes beyond consulting and training. As the host of the Teambuilding Cultures Podcast, she engages with business leaders to explore topics of leadership, employee engagement, and team-building. Her conversations inspire leaders to think differently about their organizational culture and how they can drive meaningful change within their teams. She often states;
“Leadership isn’t about being in charge; it’s about taking care of those in your charge,”
she often emphasizes during her podcast episodes, reminding her audience that the true power of leadership lies in its ability to inspire and guide others.
A Legacy of Excellence and Future Vision
With over 30 years of experience in the customer service and leadership sectors, Beverly Hathorn continues to shape the future of organizations looking to optimize their teams and improve customer experiences. Her commitment to transforming businesses through a blend of practical strategies and deep empathy for both employees and customers has earned her accolades and a devoted following.
In addition to her consulting and podcast hosting, Beverly is an advocate for continuous learning, ensuring that her clients and audiences are always equipped with the latest tools and strategies for success. Whether through her ARIA program, DiSC assessments, or leadership courses, Beverly remains steadfast in her belief that exceptional customer success starts with strong leadership and empowered teams.
Through every step of her journey, Beverly Hathorn has remained true to her mission of enhancing customer satisfaction, improving leadership capabilities, and driving sustainable business growth. As she reflects on her path, she offers one piece of advice to aspiring leaders:
“The journey to success is never linear, but if you stay committed to learning and improving, you will always find a way to lead with purpose.”
With a legacy of transforming organizations and empowering leaders, Beverly Hathorn is a name synonymous with excellence in customer service and leadership development. Her work continues to inspire organizations and individuals to reach new heights of success, one customer at a time.
The Nectar of Wisdom from Beverly Hathorn’s Journey
- “Happy employees lead to happy customers” – Creating a positive work culture is essential for delivering exceptional customer experiences.
- “Change is inevitable, but how we manage that change determines whether it becomes an opportunity or a challenge.” – Effective change management fosters growth in any organization.
- “Customer success isn’t just a department, it’s a philosophy that needs to permeate the entire organization.” – Aligning everyone towards a shared goal is key to customer success.
- “Leadership isn’t about being in charge; it’s about taking care of those in your charge.” – True leadership thrives on supporting and empowering others.
- “If you stay committed to learning and improving, you will always find a way to lead with purpose.” – Continuous growth is the cornerstone of lasting success.
Editorial Note
Beverly Hathorn’s journey is a testament to the power of transformative leadership and unwavering dedication. With over three decades of experience, she has continuously proven her ability to turn challenges into opportunities, creating thriving customer service teams and driving organizational success. Her passion for employee engagement, process improvement, and customer satisfaction stands as an inspiration to all leaders striving for excellence. Beverly’s insights and strategies empower businesses to not only survive but flourish in an ever-changing landscape. Her impact is profound, and her legacy will continue to shape the future of leadership.
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