Success means serving others while serving myself, learning daily, growing through experience, and maintaining inner calm and peace regardless of external circumstances.
Joani Holmes · In Her Own Words
Her Story
About Joani
Joani Holmes is a seasoned customer experience executive with more than 25 years of distinguished service at the American Bar Association, including a decade as Director of Member Services. In this role, she leads the ABA Service Center, overseeing member support operations, billing functions, and database administration for one of the largest voluntary associations of lawyers in the world. She is recognized for her steady leadership in maintaining high-quality service delivery across complex, multi-channel environments while guiding large-scale operational teams and budgets. Her career at the ABA reflects a progressive and purpose-driven journey shaped by diverse early experiences in communications, publishing and training. A skilled editor, Joani previously held writing and editorial positions with United Airlines and Rotary International, where she developed effective business communication while continuously learning and skill building before moving to Membership Communications. She went on to design and strengthen internal training programs that supported staff development and organizational continuity, ultimately advancing into assistant director and director-level leadership roles. Throughout her tenure, she has consistently championed promotion from within and invested in building strong, capable teams grounded in service excellence. Beyond her leadership at the ABA, Joani contributes actively to the broader professional community through her board position with the Midwest Contact Center Association and an advisory role for the Women in Leadership program at Rockford University. She has been recognized for her long-standing commitment to organizational excellence, including milestone service acknowledgments that reflect her enduring impact. Colleagues describe her leadership as people-centered and development-focused, and she often emphasizes the importance of passion in one’s career. Joani recently became a founding member of the Obama Presidential Center in Chicago. Outside of work, she values time with family and maintains balance through wellness practices such as Pilates and yoga.
Her Interview
Ten minutes with Joani
01What do you attribute your success to?
Growing up I was surrounded by strong Latina women who taught me to know my self-worth and never let anyone tell me what I can't do. My mother said that I may have to work twice as hard to be considered half as good, yet to always have confidence in myself and to never give up. These are lessons that I've instilled in my own daughter.
02What’s the best career advice you’ve ever received?
When leaving a job, always make sure that you're running to something instead of from something. Running to is driven by inspiration and purpose. Running from is driven by fear, anxiety or burnout. It is the difference between identifying new opportunities and better alignment with your goals, rather than escaping but simply jumping into the same bad situations at another company.
03What advice would you give to young women entering your industry?
My advice to young women entering any industry is to prioritize finding work that genuinely resonates with you and aligns with your passions. When you enjoy what you do, you are more likely to stay committed, grow through challenges, and build lasting success. Career fulfillment and achievement often go hand in hand with passion and persistence, so invest your energy in work that inspires you and remain consistent in developing your skills over time.
04What are the biggest challenges or opportunities in your field right now?
In the contact center industry, AI is advancing rapidly, yet there are challenges with quality, authenticity, and most importantly sacrifices to human interaction that must be considered.
05What values are most important to you in your work and personal life?
I always move with integrity, both professionally and personally. When you do the right thing, you never have to feel bad or guilty for anything you've done.
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