About Waypoint Group:
Leadership
Steve Bernstein
Steve is an experienced executive focused on Customer Experience, with 21 years of experience in developing leading strategies with hands-on execution. Prior to founding Waypoint Group, Steve was responsible for Solutions Development at Satmetrix, the co-developer of Net Promoter(R), where he assisted clients with implementing customer loyalty programs based on Net Promoter while also running Satmetrix' own Net Promoter program as a showcase of best practices and real results. Before joining Satmetrix, Steve held Vice President positions at Enkata and Blue Pumpkin, where he led the charge to develop winning customer-focused strategies that led to sustainable growth, profitability, and #1 market share position. Steve has also held senior leadership positions with Cipient, Cisco Systems, and other global organizations.
Steve is Net Promoter Certified and was awarded his BA in Economics from University of California at Berkeley (Go Bears!)
Contact Steve via our Contact Form or email steveb@waypointgroup.org
Juliet Settlemier
Juliet is an accomplished executive whose success has been based upon listening to the customer. As an advocate for her clients in past sales and account leadership roles, Juliet is a master at establishing, managing and growing complex, collaborative and strategic customer and channel partner relationships while exceeding profitable growth targets. Juliet engages all levels of the business, is analytical in nature, and does not hesitate to get involved with the front lines and to the C-suite to ensure success at all levels. Over her 25 years experience Juliet has demonstrated the ability to present the right solution, using verifiable metrics, satisfying the needs of both the organization and the channel/customer, while driving return on investment, efficiency and cost savings.
Juliet has led strategic account functions for over 15 years as a Vice President of strategic relationships and National Account Director for Covad, a major telecommunications firm. Prior to Covad Juliet managed the operations of a specialized engineering company with responsibility for information systems, telecommunications, human resources, facilities and overall administration. Juliet holds her M.S. graduate degree from Northwestern University, with an undergraduate degree in French Language and Literature as well as a teaching certificate.
Contact Juliet via our Contact Form or email juliets@waypointgroup.org
Dr. Vijay Mehrotra
Vijay Mehrotra is an Associate Professor of Quantitative Analytics at the University of San Francisco. He is also a management consultant with a specialization in analytic models and process improvement, and a successful angel investor and advisor to early stage startups. His academic and professional focus is on how mathematical models transform management in today’s data-rich, information-poor business world.
Prior to becoming a professor, Vijay enjoyed a very successful career as an operations management consultant, entrepreneur, and executive. From 1994 to 2002, he was co-founder and CEO of Onward Inc., an operations management consulting firm based in Mountain View, CA, where he led the growth of the firm from three consultants to a professional staff of thirty.
In 2002, Onward’s call center consulting practice was acquired by Blue Pumpkin Software (acquired by Witness Systems) while Onward’s data analytics group was acquired by Advertising.com (acquired by AOL).
Dr. Mehrotra holds a Ph.D. in Operations Research from Stanford University
Contact Vijay via our Contact Form or email vijaym@waypointgroup.org
Joe Farasat
Joe Farasat is a veteran executive with 20+ years of experience in account management, education, organizational management, and customer support. Joe has extensive hands-on expertise in driving growth through customer loyalty from his Vice President position at Charles Schwab and Co. In the 3 years from 2004 to 2007, Schwab moved from a negative NPS and 5% declining growth rate to 50% improvement in NPS with surging growth.
Joe has held various leadership positions with Charles Schwab in both field and executive account management roles. Joe built high-performance teams focused on the customer experience, and designed and executed programs that resulted in executable, profitable and sustainable growth for Schwab.
Joe holds a Bachelor’s degree in Business Administration from Chadwick University, is a certified Consultative Sales instructor, and holds his NASD Series 7, 8 and 63 securities licenses.
Contact Joe via our Contact Form or email joef@waypointgroup.org
Mike Field
Mike Field lives and breathes operational excellence. For over 30 years Mike has applied his legal and financial expertise to establish a culture of quality and customer responsiveness to drive business growth. Mike has served on the board and executive team of over 10 public and private corporations, from small startups to large business and technology firms such as domainLogix, Consilium, Syquest, and HPL Technologies. Using his law degree and financial acumen to drive a positive customer experience, Mike understands how to establish customer-centric organizations to achieve growth and profitability with reduced risk.
Mike holds a Juris Doctorate from Santa Clara University School of Law and a B.A. in Psychology from San Jose State University. He is a licensed attorney in California, a member of both the Santa Barbara and Santa Clara County Bar Associations and a member of the adjunct staff of Golden Gate University, School of Economics and Finance.
Contact Mike via our Contact Form or email mikef@waypointgroup.org
