Bestpass has promoted Alison Knowlton to senior director of customer experience, overseeing the toll payment and management company’s newly created customer experience division.

The customer service division is comprised of several customer service teams and the marketing and communications team.

Previously director of marketing and communications, in her new role Knowlton will be responsible for the oversight, success, and leadership of the teams while ensuring that the customer is consistently considered in every business decision and by every department in the company.

“Our primary focus has always been customer service, and that is why our customers love us and why we’ve been able to grow so quickly,” said John Andrews, the president and CEO of Bestpass. “As we expand the business even more rapidly, and start entering new markets, we want to make sure that we keep the customer at the forefront of all that we do. Ali’s new position will enable us to do that at every level of the company.”

Knowlton has over 15 years of experience in customer service, project management, marketing and communications, and systems analysis. She was the senior systems analyst at Albany Medical Center prior to joining Bestpass in 2013. Knowlton earned a bachelor’s degree in English language and literature from the University of Albany and completed a certificate in marketing strategy from the Johnson Graduate School of Management at Cornell University.