Helen Horsham-Bertels is the Senior Director of Consumer Affairs for Starwood Hotels & Resorts Worldwide, Inc. In this role, she oversees global customer care at the corporate and executive levels. Ms. Horsham-Bertels joined Starwood and the hotel industry in 2000 after holding customer service management roles in the consumer goods and publishing industries. From 2000-2004, she managed the North American Guest Satisfaction Program and Executive Consumer Affairs. In 2005, she took over leadership of the global customer service team.