Meet the Center for Services Leadership Team!

As the 24th Annual Compete Through Service Symposium approaches, we thought we would take a few minutes to introduce you to the CSL team. Now that you know us, we’d love to talk to you more at the symposium!

Mary JoName:  Mary Jo Bitner

Where are you from?
My home town is Seattle, Washington where I grew up and went to university and graduate school.  I still visit frequently!

Affiliation with the CSL:
Professor of Marketing and Executive Director, Center for Services Leadership

Time with CSL/ASU:
I have been at ASU for 27 years as a professor and have served in various roles with the CSL during that time, including research director and co-director with Steve Brown.

Background:
Prior to coming to ASU I was in graduate school at the University of Washington.  Prior to that, I worked in international student programs at UW and, before that, at Stanford.

What initially drew you to the CSL?
ASU’s forward-looking focus on services leadership even in the mid-1980s was a compelling reason for me to join the faculty. Steve Brown, Michael Mokwa and others sold me on the school and their vision of CSL!

Fun fact:
I am a first-generation university graduate. My father lived the “American Dream” in immigrating to the US from The Netherlands and starting his own small manufacturing business.

AliciaName: Alicia Holder

Where are you from?
I grew up mainly near Roy, Utah – I am an Air Force brat and my dad was stationed at Hill Air Force Base.

Affiliation with the CSL:
Director of Business Partnerships

Time with CSL/ASU:
I’ve been with the W. P. Carey School of  Business for 16 years – most of that was been with the CSL.  I’ve also worked with our MBA students.

Background:
Prior to coming to ASU, I was Assistant Director of University Events for Old Dominion University in Virginia Beach, VA.  I worked with the President’s Office on donor events, so I’ve had a long career in higher education.   I was also a certified teacher in Virginia and did some teaching at lower grade levels.

What initially drew you to the CSL?
I loved being at the intersection between business and academics – it is a fascinating blend of people. In fact, I ended up getting my MBA here.   I’ve also loved the drive the school has had over the years to be a top player among business schools. It has been amazing to see us grow in quality over the years.

Where would you be if you weren’t working for the CSL/ASU?
I’d probably teaching school if I hadn’t found a role at ASU, given the trajectory I was on before coming here.  My “fantasy job” if I were not doing this would involve working with color in some capacity – a designer, decorator, florist, textile designer , etc.

NancyName: Nancy Stephens

Where are you from?
My hometown is Rushville, Illinois, a very rural area where there are more hogs than people. I have lived in Arizona for 34 years

Affiliation with the CSL:
Faculty Director of Online Executive Programs

Time with CSL/ASU:
I have been with CSL for 20 years and ASU for 34 years

Background:
Before ASU and doctoral program, I worked in marketing at a bank in Austin, Texas

What initially drew you to the CSL?
I agree with the basic philosophy of customer focus and when I got the chance to get involved, I took it.

Where would you be if you weren’t working for the CSL/ASU? 
Nowhere; my life currently belongs to CSL/ASU.

DeniseName: Denise Fireng

Where are you from?
I was born in Phoenix, and have been back in Tempe over 30 years by way of Oregon and Washington states.

Affiliation with the CSL:
Manager, Marketing and Programs with the CSL

Time with CSL/ASU:
I began my career with ASU almost 20 years ago – I have primarily built my career with the CSL in various roles since 1998

Background:
I have a background in non-profit marketing and communications and previously worked at the local PBS affiliate here, KAET.

What initially drew you to the CSL?
I knew of the CSL’s reputation as being on the leading edge of the research and education of services leadership, and as a research center we were widely renowned and respected.  I liked the concept of working in a university setting as well as having that bridge between the business and academic worlds.

Fun fact:
I took up running as a hobby a couple of years ago and am planning to run my first half marathon in January.  I hope to get to that 26.2 mile run some day!

Name: DariDarimama Fotheringham

Where are you from?
I moved to Phoenix from San Francisco Bay Area about 4 years ago and grew to love it here! I’m originally from Ulan-Ude, Buryat Republic of Russia. You can google where it is.

Affiliation with the CSL:
Project Manager, Thought Leadership

Time with CSL/ASU:
9 months. This is my first CTS Symposium. I’m very excited!

Background:
I previously worked in Project Management and Client Services roles on Technology localization and IT implementation projects

What initially drew you to the CSL?
I took Mary Jo’s class in Services Marketing and Management during my MBA years and it was eye opening. That was when I first heard about the center. I later got to work with a CSL Member company on an MBA project and really enjoyed the experience.

Fun fact:
I used to have a strong British accent. When people would ask me where I was from and I’d respond: “Ulan-Ude”, they would comment: “Ah, from London”.

SarahName: Sarah Canales

Where are you from?
Fayetteville, Arkansas

Affiliation with the CSL:
Business Operations Manager

Time with CSL/ASU:
I have been with CSL for 5 years, and ASU for 16 years.

Background:
I first graduated from ASU with a degree in Interior Design and worked in commercial design for a few years. Went back to ASU and earned a degree in accounting and received my CPA in 2005.

What initially drew you to the CSL?
The people and the culture

Fun Fact:
I love to scuba dive and sail.

JonName: Jon Pabillaran

Where are you from?
Davao City, Philippines

Affiliation with the CSL:
Conference and Events Assistant

Time with CSL/ASU:
Since September 2012

Background:
Student at Arizona State University; involved with Student Body Politics and Activism

What initially drew you to the CSL?
Experience in customer service and a high regard of the value services

Fun fact:
I can kick my own forehead.

IMG_2286Name: Natosha York

Where are you from?
I’ve lived in Arizona since I was three years old, so I consider myself a native!

Affiliation with the CSL:
Student Worker

Time with CSL/ASU:
I have been attending ASU since 2010 (and will graduate this coming Spring), and have worked for the CSL for six months.

Background:
I am currently pursuing a degree and linguistics and have also worked as a research/white paper editor for ASU’s engineering department.

What initially drew you to the CSL?
While searching for a student job position with ASU, I was drawn to the CSL by its its interesting intersection of business and academia and the positive atmosphere created by its wonderful staff.

Where would you be if you weren’t working for the CSL/ASU?
I would still be attending ASU, but I would have missed out on the valuable insight and experience that I’ve gained with the CSL!

 CandiName: Candi Murphy

Where are you from?
I went to High school in Mesa, AZ but just moved back from living in Northern Ireland and London before that for 9 years. My husband is from Belfast and we loved everything but the rain. Loving Tempe and the AZ sunshine again!

Affiliation with the CSL:
Assistant, Programs & Events

Time with CSL/ASU:
I have been here a little over a month but enjoying the people and the work.

Background:
My background is in Events, and I have worked in Education and special events.

What initially drew you to the CSL?
The CSL came highly recommended by a colleague.

Fun fact:
I picked up a funny accent from living abroad for so long, so if you hear me say something odd, ask me to translate.

RoseName: Rose McLean

Where are you from?
Lake Havasu City, AZ

Affiliation with the CSL:
Administrative Secretary

Time with CSL/ASU:
7 months

Background:
Before the CSL, I attended ASU where I received my BS in Computer Information Systems

What initially drew you to the CSL?
I had been searching for a position at ASU after graduation and came across the posting for the CSL and really took an interest in what the CSL’s mission is.

Fun fact:
I’m extremely family oriented and will be expanding my family as I’m getting married in February!

Name: DDonna Stone Headshotonna Stone

Where are you from?
Benton, AR

Affiliation with the CSL:
Graduate Assistant

Time with CSL/ASU:
3 months

Background:
Account Executive at TPN, Inc- I sat onsite at The Hershey Company working with the Shopper Marketing division.

What initially drew you to the CSL?
Strong interest in research conducted on service

Fun fact:
I can make anything rhyme.

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