Courtnie Garteski Bergler serves as the Director of Mayo Clinic’s Innovation Contact Center. With 23 years of Contact Center experience, Courtnie is dedicated to designing efficient workflows and pioneering new features to enhance agent productivity and elevate the customer experience. She is currently leading a digital contact center transformation project, which is propelling Mayo Clinic forward by experimenting with workflows like outbound dialer, two-way texting, customer relationship management, and outbound campaigns. Courtnie’s unwavering commitment to customer satisfaction aligns seamlessly with Mayo Clinic’s core value: “the needs of the patient come first.” She is also a champion for supporting frontline agents and the important work they do. Courtnie is a Bronze Quality Fellow in the Mayo Clinic Quality Academy, a Certified Scrum Product Owner, and a Certified Tourism Ambassador.