ABOUT
DEBBIE KNOWLAN, FOUNDER
516 BUSINESS SOLUTIONS

Debbie has over 25 years of diverse experience in customer experience, CRM, project management, and implementing innovative products and solutions. She is dedicated to ensuring that all business strategies align with customer needs.

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Recently, Debbie was one of the first employees to join Fuse Technologies, a fintech startup, where she spearheaded the establishment of a customer experience department. In this role, she leveraged her extensive experience to foster a culture of unparalleled service, innovative UX, and GTM strategies, ensuring the company aligned seamlessly with the evolving demands of the industry.

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With 516 Business Solutions, Debbie was among the first consultants to work with United Airlines in launching and training their new customer and operational initiative, CORE4 (Safe, Caring, Dependable, Efficient). She also developed a customer service training program specifically designed for sports teams, LISTEN | RESPOND | GO BEYOND - The Playbook on Winning at Service, based on her 16 years of sports knowledge, to help teams deliver the ultimate fan experience.

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Debbie began her career with The Ritz-Carlton Hotel Company in St. Thomas, USVI, where she was instilled with high standards, quality, and distinction. With a desire to offer high-caliber customer service, she combined her passion for service and sports, setting her sights on working for a professional sports team.

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In 2002, Debbie joined the Miami HEAT and American Airlines Arena, where she implemented fundamental service standards within the Guest Service and Season Ticket Service and Retention departments.

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After six years with the Miami HEAT, Debbie sought her next challenge in the NFL. In 2008, she began working with the Atlanta Falcons, developing one of the first dedicated service departments within the NFL. She created the team’s service and retention processes, established key fan experience initiatives, and led the team’s implementation of the NFL’s initiatives for stadium security and the Fan Code of Conduct.

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In 2014, Debbie was tasked with leading a new business strategy to better understand the Falcons' fans. She focused on implementing the team's first CRM system, building the CRM department from the ground up. Shortly after establishing the CRM department, she took over all email marketing efforts to support the business's growth, including the opening of the sales center for the new Mercedes-Benz Stadium and the launch of Atlanta’s first MLS team, Atlanta United.