A highly sought-after keynote speaker and consultant to senior executives in high-profile organizations, Theo is a leading expert and strategist on service excellence.
As chief executive officer of Performance Solutions by Design, a service and performance excellence consulting firm based in Atlanta, she is the creative force behind The Six Principles of Service Excellence. The concept, first published in book form in 2005, is widely accepted and practiced by organizations around the world.
Prior to launching her firm, Theo was vice president of training and organizational effectiveness for The Ritz-Carlton Hotel Company. During her 17 years there, she launched the world-renowned Ritz-Carlton Leadership Center, and oversaw global learning and development initiatives and activities for the organization
Today, Theo is dedicated to helping organizations work through The Six Principles to create a sound service philosophy and implementing effective interventions to close service gaps that impede customer loyalty and profitability.
Chief Executive Officer, Performance Solutions by Design
VP, Training & Organizational Effectiveness, The Ritz-Carlton Hotel Company, LLC
B.S., Business Administration, College of Charleston