Meet our Team
Since graduating in 1987 from Cornell’s School of Hotel Administration, Jim has held executive positions in finance, foodservice, and hotel operations. He has extensive front- and back-of-the-house experience, including openings. To date, Jim has developed and deployed quality/brand measurement programs for over 500 hospitality companies worldwide.
A graduate of Cornell’s School of Hotel Administration, Jeff began his career in Customer Experience Management and Mystery Shopping in 2002 when he served as the Director of Business Development with Coyle Hospitality Group. In 2006, Jeff joined LRA by Deloitte (formally LRA Worldwide) where he designed and implemented quality assurance and mystery shopping programs for the top hotels, restaurants, resorts, and travel brands around the world. Guided by his passion for hospitality, Jeff is responsible for ensuring client satisfaction while maintaining Coyle’s reputation for innovation and thought leadership.
Tami began her career in the mystery-shopping field in 1998 when she first came on board with Coyle Hospitality Group as a validator. Tami has worked in many phases of the business, from transcribing reports, corresponding with evaluators and clients, and overseeing accounting. Tami currently serves as an Director of Operations & Panel Strategy managing Coyle’s operations, ensuring client objectives are consistently met and cultivating the world’s premier network of evaluators.
Renee Birkett has extensive managerial experience in sales & marketing, account management and customer care. Renee provides world-class operations management and customer care to Coyle clients. Responsibilities include project set-up, seamless client on-boarding, standards changes, user configuration, and custom reporting. Renee assists with client care cases and coordinates Coyle’s seven-day a week customer support center.
Erica Kane, Sales Lead
A graduate of Northwestern University, Erica has extensive experience in entrepreneurship, journalism and hospitality. Erica was the Founder, Editor-in-Chief and CEO of CheekyChicago.com, Chicago’s largest online magazine for women in the city. At the same time, she was a food correspondent for NBC News in Chicago and Citysearch.com. Erica was then tapped to launch the Chicago market for Reserve, a restaurant technology start-up backed by the Co-Founder of Uber. Erica truly understands the hospitality business and as a Sales Consultant for Coyle, she works with clients to get to the heart of their guest experience measurement needs and provide a solution that exceeds expectations.
Christine Bettin, Senior Operations Manager
Christine began her relationship with Coyle Hospitality Group as an evaluator and is now an integral part of the operations management team. She applies her first-hand knowledge of mystery shopping while coordinating with our extensive network of evaluators. Before joining Coyle, Christine managed complex, multimodal transportation projects in South Florida and earned her Master of Science degree from Florida International University. Christine’s combination of education and management experience as well as her close attention to detail ensure that only the highest quality product is delivered to our clients.
Alexandra Cummings, Senior Operations Manager
After graduating with a Master’s Degree in English from the State University of New York, Alexandra began her career as a freelancer and associate writer/editor at WhoSay.com, a social media and branding platform for A-list influencers. Alexandra joined the Coyle family in 2015 and helps to lead the operations team by utilizing her experience in management, client relations, and editing in a deadline-driven environment. She takes pride in client satisfaction and quality assurance, and her contribution to the team furthers Coyle’s positive impact on the hospitality industry.