Carol Hyams

Carol Hyams is currently the Director of Customer Experience for Sunwing Travel Group. Her primary mandate involves providing strategic direction to Sunwing’s various departments, brands and suppliers on improving the customer experience at all stages of the customer’s journey. This body of work focuses on customer retention through providing a seamless, effortless vacation from end-to-end. In addition, Carol oversees the Customer Relations department, who handle all post-travel complaints. Prior to joining Sunwing, Carol was Senior Manager of Customer Experience at the Greater Toronto Airports Authority where she launched the airport volunteer program as well as implementing a mystery shopping program. Carol’s passion for customer service began in her previous career as a shopping centre manager for such locations as the Toronto Eaton Centre and Vaughan Mills.