ProVia Announces Vice President of Customer Experience Retirement and New Appointment

ProVia announced the retirement of Lonnie Hershberger, vice president of customer experience and member of the Corporate Leadership Team. Kari Crilow will assume Hershberger’s role effective immediately.

Hershberger's time with ProVia

Hershberger's career with ProVia spanned 30 years, culminating in his leadership of the Customer Experience team. The company honored Hershberger with a retirement celebration on April 17, 2026. In keeping with his spirit of service, the event also supported Refuge of Hope Ministries through a collection drive.

“After 30 years, I step away with a full heart and immense gratitude. It has been an honor to grow into the role of VP of Customer Experience alongside so many talented and dedicated people. I am deeply grateful to ProVia’s owners, the Mullet Family, and our President & CEO Brian Miller for their trust and leadership, and to my successor, Kari Crilow—I leave knowing the future is in great hands. To every member of our Customer Experience team, especially the leadership team, your passion and commitment made this journey truly meaningful. I am also thankful to ProVia’s Corporate Leadership Team and the many individuals who influenced and supported me throughout my career—I will always be grateful,” says Hershberger.

Crilow's new appointment

She joined ProVia in January 2001 as an Order Entry Specialist and has progressed through key leadership roles, including Team Leader, Customer Service Manager, Director of Customer Service, and most recently Executive Director of Customer Experience.

The Customer Experience team at ProVia includes more than 160 professionals in a diverse range of support and warranty roles, all focused on fulfilling the company’s commitment to service excellence.

“It all comes down to ‘care.’ This is a concept that sounds simple, but really is quite profound. We focus on having empathy for the customer and understanding their perspective. We do everything we can to accommodate them and enhance their experience, and always strive to do the right thing. We continually seek to find the best solution for all, in support of a long-term partnership,” says Crilow.