Colleen Bolton is the Senior Manager of Customer Experience at DraftKings in Boston. DraftKings is an innovative sports-tech, media entertainment organization where she to leads the team to provide award-winning service. Colleen joined DraftKings in 2017 where she implemented the successful Service Quality and Customer Satisfaction programs for the Customer Experience Team. She drives to ensure a positive customer experience at every touch point is and advocates for the DraftKings players.
Prior to joining DraftKings, Colleen served as a Client Services Officer at National Quality Review where she led the Center Evaluation Services division. As a Lead Consultant for NQR Institute, she worked with over 30 financial services, healthcare, and utility companies to facilitate the design of their quality program, measure quality, and improve the customer service training programs.
Colleen honors her family members who served in the US Armed Forces by participating as a career Mentor for Veterans who are transitioning from active duty to pursuing careers and new opportunities in the civilian sector. The Tech for Heros program at DraftKings is in collaboration with American Corporate Partners.
She is the former Chairman of the Board of Partners in Performance Excellence, a regional Baldrige enterprise that promotes operational excellence and advances the United States’ Presidential Award for Quality, and currently serves as an Advisor. She is certified in Lean Six Sigma and Quality Improvement by the American Society for Quality. She earned a B.A. in Sociology and Spanish from the University of New Hampshire and attended the Universidad de Granada in Spain.
Colleen was very excited to join DraftKings as she is an avid New England sports fan and a service excellence advocate. The combining of these passions is very rewarding.