Leadership

Paula Courtney

Chief Executive Officer

Paula has been studying and analyzing human behavior and decision-making for more than 16 years. Having managed numerous customer service functions within several large corporations, Paula understands the weaknesses of traditional customer satisfaction programs. Through the development of innovative techniques based on practical experience, Paula has become a widely respected expert in the field of customer dissatisfaction research and customer retention strategy. A frequent conference presenter, Paula has delivered presentations for the Institute for International Research, the National Quality Institute, and the International Quality & Productivity Center, among others. She has contributed to publications such as Canadian Business Review and Drake’s Review. She is often quoted in the media and is a regular guest lecturer for the MBA Marketing Sciences program at the York University Schulich School of Business. She holds a Bachelor of Science degree in Psychology and a post-graduate Certificate in Personnel & Industrial Relations (CPIR), both from the University of Toronto. She is fluent in French, Spanish and Portuguese.

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Jon Skinner

Executive Vice President

Jon has more than 20 years’ experience in helping clients and organizations raise customer value through improved customer insight, relevance, satisfaction and operational excellence.  Spanning both B2B and consumer categories, he has consulted to market leading companies across the Financial Services, Pharmaceuticals and Medical, Telecommunications, Software and Consumer Package Goods verticals designing and implementing programs to grow customer value.  As practice area leader for Digitas, Jon led the Customer Management Group, which was responsible for customer value management, satisfaction strategy and channel execution. He was also VP of CRM Strategy for Seurat, a marketing outsourcing and services provider. His general management experience includes executive leadership positions at Excite@Home, Webroot Software, and New England Business Services.  Jon holds an MBA from the Amos Tuck School at Dartmouth, and a Bachelor of Arts from Union College.

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Greg Rogers

Chief Operating Officer and Research Director

With more than 18 years of market research experience, Greg oversees all research for baseline customer measurement and tracking programs. He ensures the integrity of research methods and that resources are applied appropriately to achieve client objectives. He also assesses and develops new research techniques. He has extensive field experience in both qualitative and quantitative methods. Greg has held senior research and management positions at several large research firms, including OSI (a division of Carlson Marketing) and Walker Information Canada, where he was Senior Vice President responsible for the customer measurement and management practice. Greg holds an MBA from York University and an MSc from University of Guelph.

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Sandie Parker

Vice President, Customer Experience and Loyalty

Sandie specializes in consulting with clients in the areas of customer experience and loyalty assessment, sales force research and strategy, measurement and reporting. Her expertise encompasses both qualitative and quantitative research and facilitation of strategic action planning. Sandie has extensive background in the financial services industry including retail brokerage, wealth management and financial planning, investments and securities, insurance, commercial and investment banking, and contact centers. Before Verde, Sandie was responsible for commercial strategy development, planning, execution and measurement at leading North American bank. She has a Bachelor’s degree in Computer Science and Mathematics and holds a specialty in Administrative Management from the Life Office Management Association.

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Michael Tropp

Vice President, Business Development

Michael leads Verde’s Business Development outreach efforts.  With over a decade of experience in market research, financial analysis and sales leadership, he has designed and led customer satisfaction, sales and training programs for a number of companies, including the US Postal Service.  A graduate of the University of Richmond, Michael has studied extensively abroad, attending both Oxford University and the University of Copenhagen.

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