Peg McIntyre is Vice President, Membership at the American Institute of CPAs (AICPA). In this role, she is responsible for driving customer loyalty and retention by ensuring the highest quality customer service. Focusing on surveying for feedback, root cause analysis, continuous process improvement, and employee engagement has resulted in year over year improvements in all key performance indicators, including member satisfaction ratings.
Peg joined the AICPA in 2006 as Sr. Manager, Service Experience. In that role she developed the training, quality and “Voice of the Member” programs that serve as the foundation for the current holistic member focused Quality Management Initiative encompassing all areas handled by Member Service.
Prior to the AICPA, McIntyre was Director, Customer Support for a technology subsidiary of the Association of American Railroads. She worked previously in customer service in the health care industry and as a system designer in telecommunications. Her early experience in automotive warehousing and manufacturing provided insight into viewing service as a complex process requiring monitoring, controls and a high level of employee engagement to ensure high quality.
McIntyre holds a bachelor's degree and MBA in Marketing Management from the University of Delaware, Newark, Delaware.