Loretta PennLoretta is the founder and President of PECC, LLC, an executive coaching and consulting company. Penn works with senior executives, business owners, entrepreneurs and individuals to create greater alignment between business goals, vision and profitability. Her practice focuses on working with professionals who are committed to developing innovative, creative and sustainable solutions in the areas of workforce management, talent acquisition and retention in a diverse global environment.
Previously, Penn held the position of President of Spherion Staffing Services (2008-2011), a division of SFN Group (NYSE:SFN), which was acquired by Randstad Group in September 2011.
As president of Spherion Staffing Services, Penn led the company's largest division, in excess of one billion dollars ($1.0B), and was responsible for revenue growth and profitability, service delivery, sales, operations and strategic direction across 500+ company-owned, licensed and franchised offices in North America. Spherion Staffing Services focused on addressing client needs for direct hire and flexible workforce solutions for administrative, contact centers, clerical, and manufacturing positions.
Before being promoted to President, Penn served in an innovative role as Spherion's Chief Service Excellence Officer, directly responsible to the CEO and Board of Directors for advancing a culture of service excellence throughout the enterprise. Key elements included measuring and leading the drive to ensure high customer satisfaction; promoting best practices across the company; leading initiatives focused on candidate and client retention; ensuring Spherion's position through effective marketing and public relations; and effectively communicating Spherion's service excellence differentiation to clients and candidates. During Penn's 20 years with the organization, she became the spokesperson for Spherion regarding the Emerging Workforce and met with corporations around the country discussing human capital recruitment, retention and development strategies. She held various field leadership positions, managed some of Spherion's largest Fortune 100 client relationships and was President of the legal staffing division.
Prior to joining Spherion, Penn spent nine years in the recruiting and staffing industry as a Vice President and Executive Vice President with two national staffing companies and was previously associated with the IBM Corporation for 10 years in sales, marketing and executive management positions.
Penn holds a Bachelor of Science degree from North Texas University and a Certificate of Studies from Harvard University. She currently serves on the Board of Directors for TECO Energy and the Caruth Institute for Learning, Lyle School of Engineering at Southern Methodist University.
Building Personal Retail Experiences for an Audience of One
Throughout this report are results from a North Highland-sponsored survey of more than 200 director-level and higher employees with leadership responsibilities in customer experience at global companies with revenues more than $1/£1 billion conducted in October 2017. The results define three foundational steps toward creating a personal connection in mass retail and an assessment to guide leaders toward personal connection approaches likely to generate the greatest impact and ROI.Perspective