Patti Albright

HDI, Manager, Services
Sessions: Unleashing Motivation Through Meaningful Rewards and Recognition

Patti (Pat) Albright is manager of services at HDI, where she is responsible for the management and development of the HDI Support Center Certification program, HDI Support Center assessment services, and HDI Customer Satisfaction Index Service. She is a member of the senior management team, and oversees the committee responsible for the development and maintenance of the HDI Support Center Standard. She is a frequent presenter at industry events, and serves as a part-time faculty member at Lakeland Community College in Kirtland, Ohio, where she teaches Help Desk Concepts and Management.

Joe Alwan

Raytheon BBN Technologies, VP/GM AVOKE Analytics
Sessions: Transforming Your IVR From Necessary Evil to Service Partner | Putting Analytics into Action

Joe Alwan has over 25 years of experience turning technology innovation into practical business solutions. He joined Raytheon BBN Technologies to start the AVOKE Analytics business, based on patented BBN methodologies and technology developed by Pat Peterson and Bernhard Suhm. Prior to joining BBN, Joe was the Vice President & General Manager of the Contact Center Division at Empirix. Joe started his career working in an HP technical support contact center, and later developed HP’s strategy and business plan for their enterprise server business.  At Sun, Joe built the global partners team to make Sun the preferred platform for major software vendors.  Joe also held senior sales and marketing positions at Open Market, an early innovator in enterprise internet software.  Joe received a B.S. with Honors in Electrical Engineering from the University of Illinois.

Jacqueline Anderson

J.D. Power and Associates, Director, Social Media and Text Analytics
Sessions: Innovative Approaches to Self-Service

Dorian Anid

Abbott Vascular Customer Service, Principal Business Analyst
Sessions: Small Call Center Success: Creative Solutions at Abbott Vascular & DePaul University

Dorian Anid is a Business Analyst within Abbott Vascular's Customer Service Organization.  His career background has included various positions within production control and customer service with companies including Helene Curtis, Unilever, Sybron Dental Specialties, Guidant, and most recently Abbott Vascular.  Through it all, his vision has always been set on the customer, looking for ways to ensure that the customer receives the correct product at the correct time.  His passion for innovation and automation has grown over the years as he participated in multiple system implementations.  His desire to improve and automate processes and data analysis have resulted in various tools that enable Abbott Vascular' s Customer Service organization to deliver exceptional service to both internal and external customers.

Dorian holds a Bachelor of Science degree in Operations Management and an MBA in Management Information Systems, both from California Polytechnic University.

Janet Bailey

Starbucks, Customer Contact Operations Management, Global & Americas Operations
Sessions: Proactive Metrics That Boost First Call Resolution & Contact Prevention

Janet has worked in the customer service industry for nearly her entire career.  Prior to her role at Starbucks she was the Customer Care Manager with SureWest Communications in Roseville, CA where she led the contact center after spending many years with Hewlett Packard with increasing levels of customer responsibility.

In her current role Janet oversees the day to day operations of Starbucks customer contact centers that serve Starbucks and its primary subsidiaries (Seattle’s Best Coffee, Tazo Tea, Evolution Fresh, Ethos).  It is Janet’s responsibility to ensure the promise, culture and values of world class customer service that are delivered through retail locations extend to the contact centers as well.  The passion that Starbucks customers have for the brand calls for a special contact center environment that can handle a transactional stored value card issue up to a serious customer relations contact in a manner that is true to the mission of the company.

Janet has completed outsourcing transitions to third party providers and she manages the relationship with all vendors related to customer contact center operations.  While focusing on ongoing quality, efficiencies, cultural engagement and making it easy to be a customer in the customer contact center space she continuous to build strategies to serve newer direct and indirect contact channels as well as global contact center support and framework.

Joe Bannon

Autotrader Group, Strategic Planning and Business Intelligence
Sessions: Providing Stellar Service Across Multiple Channels

Joe Bannon works in Strategy for AutoTrader Group, the parent company for AutoTrader.com and Kelly Blue Book.  His previous role was as Consumer Services Program Director at AutoTrader.com, and Joe is also a 30 year veteran of the advertising and media industry. Joe has been at AutoTrader.com since January 2003. Prior to his roles in Strategy and Consumer Services, Joe’s assignments included Director of Strategic Planning and Sales Operations, Director of Operations and Classified Advertising Director. He has been a member of AutoTrader.com’s Innovation Garage Council and Social Media Strategy team since their inception, helping ATC foster innovation and participation in the social web. Joe holds an MBA and a B.S. in Advertising from the University of Florida. He and his wife Jennifer reside in the in-town Atlanta community of Morningside with their daughter Sara (16) and son Jackson (14). In his free time, Joe enjoys playing bass and guitar in the AutoTrader band RoadKill, volunteering with ATC's Community Relations team and the Cox Enterprises/Chamblee High School Mentoring Program and enjoying life inside the perimeter.

Gerry Barber

Deloitte Services, Call Center Senior Leader
Sessions: Providing Stellar Service Across Multiple Channels

Gerry is a twenty-five year veteran of the call center industry. He is currently the Call Center Leader for Deloitte Services, LP internal call center. Gerry’s responsible for the strategic delivery of support services to Deloitte U.S. Firms 45,000 employee base. Support services include HR benefits and technology support with call centers located in Hermitage, Tennessee, Hyderabad, India and Los Angeles, California. Throughout his career, Gerry has attained operational success through blending the right technology with people, work processes and performance management techniques. Gerry has engaged in award winning start ups, growth expansions and re-engineering projects. Gerry’s experience in contact management leadership spans single and multi-site call centers, both large and small with experience in sales, service and support oriented applications. Gerry has lead call center management teams in financial services, healthcare, direct consumer retail, business-to-business supply distribution and tech support.  Gerry has served as a guest speaker at numerous contact center industry conferences and has contributed many articles and writings to contact center industry publications. Gerry is a founding member of the Call Center Industry Advisory Council (CIAC), where he served as a corporate officer and Secretary/Treasurer for nine years. Gerry currently serves on the board of advisors for the International Customer Management Institute’s (ICMI) conference programs. In addition, Gerry is VP. of Programs for the Music City Help Desk International (HDI) chapter.

Lori Bocklund

Strategic Contact, Founder and President
Sessions: Innovative Approaches to Self-Service | How to Select Your Next Contact Center Solution | Contact Center Technology Essentials and Enhancers | Technology Choices: Successfully Pursue What’s Right for YOU !

Lori leads an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations. Lori is a recognized industry leader in contact center strategy, technology, and operations. During her 25 years in the call center industry she has acquired an understanding of a broad spectrum of systems, applications, and operational environments.

Lori is a sought-after speaker for industry events, and writes articles on technology and operations for a variety of call center publications. Lori is co-author of Call Center Technology Demystified. Attendees of Lori's courses appreciate her enthusiasm, energy, and humor as well as her ability to make today's complex technology environment more readily understood.

Lori has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University.

Dianne Durkin

Loyalty Factor, President
Sessions: Cultivating a Culture That Delivers Superior Results | Increase Productivity and Profitability with Exceptional Leadership

Dianne Durkin is the president and founder of Loyalty Factor, a consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations in America and many smaller businesses. She is also author of “The Loyalty Advantage: Essential Steps to Energize Your Company, Your Customers, Your Brand.”

With more than 25 years of experience in training and development, finance, direct sales and international marketing, Durkin is continually sought after to lead companies into new markets and directions, handle organizational restructures, and set up programs that will build lasting commitments with employees and customers.

Dianne Durkin has been interviewed by National Public Radio and Bloomberg Television & Radio. She has been featured in the New York Times, Wall Street Journal, Fortune, USA Today, Investor’s Business Daily, the Boston Globe, among numerous other publications, and was the subject of a cover story in Learning and Training Magazine.

A graduate of Rivier College, Durkin holds a Master’s Degree from Duquesne University and has completed advanced programs at University of Santa Clara and Babson College. In addition to being active in the Boston Club, Commonwealth Institute, the CEO Club, Who’s Who in America, and Women in World Trade, Durkin is a champion golf player and is fluent in French and Polish.

Many describe Dianne as a visionary thinker – with a rare combination of creativity and a strong business sense – who takes abstract ideas and turns them into reality. Durkin quickly gets to the core issues within a company and outlines their impact on the organization and its profits, productivity and people.

She presently holds two board positions, the NH Lung Association and Ms NH Senior America. In past years she was on the Advisory Board of Rivier College.

Larry Eiser

Contact Center Insights, Managing Principal
Sessions: Cutting Costs ... the Right Way! | Small Call Center Success: Creative Solutions at Abbott Vascular & DePaul University

Larry Eiser is Managing Principal of Contact Center Insights, LLC, specializing in strategic and operational contact center consulting across all industries. Larry has over ten years of experience as a strategic and operational leader in the contact center industry. Most recently, Larry has served as Vice President of Call Center Operations for Duke Energy, which finished as a semi-finalist in ICMI’s 2008 Call Center of the Year awards. Prior to the Duke / Cinergy merger, Larry served as General Manager, Customer Contact Services for Cinergy, winner of the NSDI Teleperformance Grand Prix Customer Service award and were certified for excellence by J.D. Power. Larry was recognized by ICMI as the Global Call Center Manager of the Year in 2003 and is ICMI-Certified as a Call Center Strategic Leader. Larry has a B.S. in Computer Science from the University of Dayton and held a number of positions in the information technology arena.

Seth Ettwein

Alaska Airlines, Workforce Planning Manager
Sessions: Making Work-at-Home Work for You

Steve Farber

, Best Selling Author & Leadership Guru
Sessions:

Larry Freed

Foresee, President and CEO
Sessions:

As President and CEO of ForeSee, Larry is responsible for managing the company's strategy and growth. Since the company's founding in 2001, he has overseen significant growth in its client base, revenues and staff. Larry brings more than 20 years experience in senior management and in directing e-commerce and technology initiatives to ForeSee.

An expert on web customer satisfaction, Larry speaks extensively on the topic at private and public sector industry events and has been quoted in numerous publications and media, including CNN, the Wall Street Journal, the Washington Post, Investor's Business Weekly, Internet Retailer, Multichannel Merchant, DM News, Computerworld, Federal Computer Week and Government Executive, among many others. Larry is the author of a book on customer satisfaction released in 2011, Managing Forward: How to Move from Measuring the Past to Managing the Future.

Martha Frye

Nationwide insurance, Senior Vice President, Customer Service & Sales Solutions,
Sessions: Building a Better Customer Experience at Nationwide

Bob Furniss

Bluewolf, Director, Customer Care/Service Cloud
Sessions: State of the Industry in Cloud Best Practices | A Proven Blueprint for High-Impact Coaching

For more than 30 years Bob Furniss’ career has focused on helping companies improve customer experiences.  As the Director of Bluewolf’s Service Cloud practice (Bluewolf.com), Bob leads a team of consultants focused on improving customer service and engagement.  The Bluewolf team works with clients in three key areas: Salesforce Service Cloud strategy/implementation; Social Media strategy and implementation in the contact center; and creating vision blueprints to help companies set a new course for their contact centers in the areas of people and technology.

Before joining Bluewolf, Bob lead a Marketing team at St. Jude Children's Research Hospital in Memphis, TN. The team supported eight key fund-raising programs generating more than 38,000 events with over 300,000 volunteers across America. Responsibilities include marketing strategy, volunteer experience, program development, digital channels and social media. 

In 2002 Bob founded Touchpoint Associates, Inc.  The consulting team focused on Customer Experience Management Strategies, Contact Center Strategies, Frontline Leadership and more. Touchpoint consultants consulted with some of the top organizations in the world - FedEx, DePaul University, Dell, University of Kentucky, HP, XM Radio, St. Jude and others.

Bob earned the designation as a Certified Associate by International Customer Management Institute (ICMI) in 2003. He has authored two books: "Ideas At Work - Powerful Ideas to Transform Your Contact Center," and "Mission Possible." Bob is a Senior Consultant at the Cutter Consortium – a unique IT advisory firm, comprised of a group of more than 150 internationally recognized experts who offer research, consulting, training, and executive education. On a personal note, Bob has a passion for the people of Honduras and works with a local children’s ministry, Point of Impact.  Find out more by visiting www.bobfurniss.com.

Coreen Gaffney

The Hanover Insurance Group, Director, Customer Care Team
Sessions: Catastrophe Strikes ... And You Are Ready!

Coreen A. Gaffney MSIM, CPCU has worked in the service industry for 25 years with her experience including retail, hospitality and insurance claims. For the last 18 years her focus has been in insurance claims service.  She has held many roles in insurance claims including adjuster, manager, training consultant, project manager and, most recently, Director of the Customer Care Team for The Hanover Insurance Group.  The Customer Care Team is the countrywide call center for the Claims Organization at The Hanover and where she had an opportunity to help in developing strategies to respond to unexpected events to include responding to catastrophic weather events such as Hurricane Irene and Hurricane Sandy.   

John Goodman

TARP Worldwide, Vice Chairman, Customer Care Measurement & Consulting
Sessions: Proactive Metrics That Boost First Call Resolution & Contact Prevention | An Insider’s Look at Voice of the Customer Process | Your Roadmap to Becoming Chief Customer Officer

John Goodman received a B.S. in chemical engineering from Carnegie Mellon University and an M.B.A. from Harvard Business School. His book, Strategic Customer Service, was published by the American Management Association in April 2009. Mr. Goodman cofounded TARP in 1971. He has managed more than 600 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; Business Week credits him with instigating creation of the GE Answer Center and the use of toll free telephone and web self service systems by hundreds of major corporations. In addition, he has developed frameworks for building and assessing Voice of the Customer processes in B2B and B2C environments. He has taught service quality and service reengineering courses at Wharton Business School's executive education program. He has appeared on “Good Morning America”, the ABC Evening News, and as a panelist on PBS.

Art Hall

Alvarez & Marsal Business Consulting , Director
Sessions: How To Define the ROI of Your Quality Assurance Program

Art Hall is a Director with Alvarez & Marsal Business Consulting in Atlanta. Mr. Hall specializes in strategy, operations, and performance improvement for strategic buyers for corporates and private equity firms.

Art has more than 16 years of operator and consulting in multichannel contact centers  and CRM Delivery. Prior to joining A&M, Art was Vice President of Sales and Customer Care for NetBank overseeing the bank’s contact center operations spanning retail, small business, mortgage servicing and wealth management. Before joining NetBank, in 2000, Mr. Hall worked for eBank and First Data in contact center leadership roles.

Art earned a B.A from State University of New York at Binghamton. He is also the President of the Customer Relationship Management Association (CRMA) Atlanta Chapter. In 2011, Mr. Hall was selected by Gartner and 1to1 Media as a CRM Excellence judge for CRM Efficiency and Customer Experience Management for Americas and EMEA. He was also recognized by 1to1 Media a division of Peppers & Rogers Group as a 2007 Customer Champion.

Dan Hammelman

NOVO 1, Vice President of Operations
Sessions: The Insiders’ Guide to Managing Today’s Multi-Generational Workforce

Dan Hammelman is Vice President of Operations for NOVO 1 headquartered in Dallas/Fort Worth, TX with contact centers in Texas, Michigan, Wisconsin and Montana.  As Vice President, Dan coaches his team to exceed client expectations by driving optimal utilization and maximizing efficiencies across the multiple sites. 
 
Prior to NOVO 1 he worked for ADP Inc leading their BPO Employee Service Center operations in 5 domestic and 2 international locations. His focus on standardization, process redesign and continuous improvement resulted in both enhanced efficiencies and improved quality. He has held senior leadership positions with State Farm Insurance Companies and The Minnesota Department of Revenue.  Dan has experience in service integrations and mergers/acquisitions.  He has implemented many forward thinking processes and programs to support an "Employer of Choice" culture. 

A native of Grinnell, Iowa, he attended the University of Northern Iowa where he earned his BA in Management – Business Administration. Dan currently serves as an Advisory Board Member for the International Customer Management Institute (ICMI).

Susan Hash

Contact Center Pipeline, Editor
Sessions: Making Work-at-Home Work for You

Susan Hash is Editor of Contact Center Pipeline. She is a veteran business journalist with nearly 20 years of specialized experience in the contact center industry. Before joining the Contact Center Pipeline team, Susan served as the Publications Director for ICMI, where she oversaw the editorial development and content of ICMI publications, including monthly newsletters and journals, call center management books, research, special reports and online content. Prior to ICMI, Susan wrote about customer management issues as Executive Editor of The Customer Communicator, Customer Service Newsletter, Executive Report on Customer Retention and Customer Satisfaction Technology, and as author of the management books, Guide to Customer Service Teams, How to Hire the Best Service Professionals, and Management Essentials: The Skills You Need to Be a Successful Customer Service Manager. She has received several notable journalism awards for reporting on customer management strategies.

Cheryl Helm

Helm Communications, Inc. , Consultancy Practice Owner
Sessions: Essential Principles of People Management

Cheryl is a contact center/telecommunications consultant and educational instructor. She has been involved in these two areas for over 21 years. Her career began in England as a technical instructor of contact centre technologies developed by Nortel. Cheryl has worked with and instructed clients all over Europe, Australia, Japan, the Caribbean, US and Canada. She brings a wealth of experience to her clients as a result of the broad range of businesses with which she worked - insurance, health care, airlines, hotels, automobile associations, software developers, helpdesks, manufacturers, telephony and mobility, utilities both gas and hydro (electric), along with governmental agencies. To develop a well-rounded and in-depth perspective of contact centers, Cheryl teamed up with ICMI in 1998 and has instructed courses, web seminars and engaged in consulting projects with ICMI ever since.

Cheryl’s specialty is with customer contact/call flow design ensuring the design meets the customer and business needs, along with the statistical requirements. Translating those requirements into workable solutions is her forte,and she has a proven ability to provide interpretation of statistics for clients from the ACD, work force management and IVR systems.

Scott Hickey

Acer Europe, Contact Centre Manager EMEA
Sessions: Innovative Approaches to Self-Service

Todd Hixson

Intuit, Care Operations Resource Planning Manager
Sessions: Rapid-Fire Real-Time Management That Works!

Todd Hixson is the Care Operations Resource Planning Manager for Intuit’s Payment Solutions and Employee Management Solutions Divisions.

The Payment Solutions Division provides innovative and creative payment solutions while the Employee Management Solutions Division the small business payroll leader with over 1 million customers. Todd has been in contact center operations/management for 13 years, working for Travelocity prior to joining Intuit. He has been an out-sourcer, and in-sourcer and an us-sourcer with a belief in efficiencies realized using creative scheduling, performance based “right for me” shift bidding, and pushing limits with optimization that keeps an eye on delighted customers and engaged employees. During Todd’s career, he has driven back-office utilization of work force management practice, multiple channel skill based operations practices, and cross functional understanding via “a day in the life of operations” workshops. Prior to the contact center, Todd had a successful career in the entertainment world, first as a professional musician, and then as a business owner facilitating and scheduling labor for events such as the NBA All-Star game and arena-type rock concerts.

Lynn Holmgren

Frontier Communications, Vice President of Residential Sales and Service
Sessions: Your Roadmap to Becoming Chief Customer Officer

Lynn Holmgren is Vice President of Residential Sales and Service Conversation Centers, Offline and Credit & Collections for Frontier Communications and has more than 20 years of experience in sales, service, marketing and contact center operations.

As Vice President, Lynn is accountable for 13 centers and over 1,900 consultants who handle over 13 MM customer calls annually. Incorporated in 1935 and headquartered in Stamford, Connecticut, Frontier Communications is a Fortune 300 company and is the nation’s largest provider of communications services focused on rural America. Frontier operates in 27 states and has a 100% US Based workforce.

Lynn served as Whirlpool’s National Director of Customer Care, where she led the organization through an integration of the Whirlpool organization and Maytag acquired properties.  

Kathy Hutchens

Sharp Rees-Stealy Medical Centers, Director of Marketing & Patient Contact Center
Sessions: How Sharp Rees-Stealy Supercharged Customer Engagement

Kathy directs strategic marketing and communications for Sharp Rees-Stealy Medical Centers, a multispecialty medical group affiliated with Sharp HealthCare. Her marcom responsibilities include advertising, special events, social media, brand strategy, public relations, internal and external communications, reward & recognition and direct sales. The Patient Contact Center is the front door to the medical group with 105 employees who successfully complete more than 1.8 million telephone and online interactions annually. Kathy also co-manages mySharp, the interactive patient portal.

Kathy has been with Sharp HealthCare since 1994 and was one of the original model developers who laid the groundwork for The Sharp Experience, an exciting journey to improve the organization’s culture and transform the health care experience.

Jessica Kaufman

Blue Shield CA, Lead Voice Channel Systems Analyst
Sessions: Putting Analytics into Action

Leveraging over 18 years of experience in customer care within the healthcare industry, Jessica was instrumental in building Blue Shield of California’s Voice Channel capability and operational support team. She has served as the enterprise expert in all areas related to the voice experience for the last 7 years. By demanding a balanced focus on consistent, user centric voice design and alignment with operational objectives Jessica’s team has had great success in driving self service channel adoption while reducing costs and increasing agent productivity.

Tony Kavanagh

, VP Service Cloud, Salesforce.com
Sessions:

Tony is a veteran of enterprise software. Prior to joining Salesforce.com, he headed up marketing for InQuira Inc., the market leader in Knowledge Management. He spent 11 years at Oracle, holding a variety of marketing leadership roles both in the US and EMEA, the final one being the VP Marketing for the UK Region. Along the way I founded a business in Barcelona and led marketing for the world's fastest growing private jet startup - XOJET.

Dee Kohler

Strategic Contact, Consultant
Sessions: Putting Analytics into Action | Rapid-Fire Real-Time Management That Works!

With over 17 years of experience in the Contact Center industry, Dee has vast experience in leveraging contact center principles and executing the transformation from “departments answering phone calls” to true customer contact service centers.  She is currently a Consultant with Strategic Contact. Prior to this, Dee was with Blue Cross and Blue Shield of Nebraska (BCBSNE) for six years, where she was responsible for strategic leadership and implementing call center operational plans.  Under Dee's leadership, Blue Cross Blue Shield of Nebraska earned three J.D. Power & Associates awards for highest customer satisfaction in the Midwest region. Before BCBSNE, Dee was at Prime Therapeutics, the Pharmacy Benefit Manager supporting BCBSNE along with twelve other Blues plans.  

Before entering the healthcare industry, Dee’s experience included the Boys Town National Hotline, a 24-hour crisis line; and a start-up sales/retention service center located in Houston, TX.  Dee graduated from the University of Nebraska at Lincoln with a Bachelor of Science degree in Office Management.  She has been a member of ICMI since 1996 and part of their advisory council for national conferences since 2008.   

Tiffany LaReau

Human Numbers, Certified Workforce Manager
Sessions: Workforce Management for Multi-Channel Centers

Tiffany LaReau is a Workforce Management Consultant with Human Numbers. She has been completely focused on the art and science of forecasting and scheduling for 16 years. She has worked with multiple call centers in a variety of industries across four continents. Tiffany's specialty is her dedication to customized forecast and scheduling solutions that bring the highest level of employee satisfaction with the shifts they are expected to work while still balancing call center goals. She strongly believes that an agent should be able to work their #1 shift choice whenever possible, and strives to make that happen by combining the best possible forecasting methods available with an endless supply of schedule optimization opportunities. When not working, Tiffany lives in Atlanta with her husband and enjoys playing classical piano.

Susan Leigh

DePaul University, Associate Vice President for Enrollment Management and Marketing
Sessions: Small Call Center Success: Creative Solutions at Abbott Vascular & DePaul University

Susan Leigh, Associate Vice President for Enrollment Management and Marketing, joined DePaul University in 1992. Susan oversees Student Records, which is responsible for the academic enrollment records, placement testing, registration, grading, graduation, transcripts, diplomas, immunization and degree progress reporting. Susan led the creation of the DePaul Central offices, the one-stop shop for integrated student services offering students answers to questions about student records, financial aid and student accounts in one location. The DePaul Central Contact Center extends this integrated customer service model by phone in a two-tier queue structure of cross-trained intake agents who transfer students to experts within the three areas when appropriate.  An innovative contact center approach for an academic environment, DePaul Central Contact Center’s success has been documented in print and presentations, and has attracted hundreds of onsite visitors since opening in 2011. Susan consults and presents in the area of improving the customer service experience, and is also an Associate Professor at DePaul, with an extensive background in professional theatre.

Justin Lemrow

Contact Solutions, Director of Continuous Improvement
Sessions: Innovative Approaches to Self-Service

Rhonda Manski

UPMC Health Plan, Program Director of Member Services
Sessions: How These Award-Winning Centers Create Powerful Cultures

Rhonda Manski is Program Director of Member Services for UPMC Health Plan in Pittsburgh, Pa. In 2012, UPMC Health Plan was named the Global Call Center of the Year in the Large Call Center Category by ICMI (International Customer Management Institute), and also earned call center certification from J.D. Power and Associates for a third time.  As Program Director, Ms. Manski is responsible for driving member satisfaction for all of UPMC Health Plan’s products and for maximizing rankings on all major benchmarks including CAHPS, J.D. Power and Associates, and Star Rankings. 

Ms. Manski has over 15 years of experience in the areas of recruiting, sales, and customer service.  Prior to joining UPMC Health Plan in 2011, she worked as Director of Corporate Customer Advocacy for MedQuist, Inc., of Mt. Laurel, N.J., for 11 years.  Ms. Manski has an associate’s degree in Healthcare Administration from the University of Phoenix.  A native of Southern Illinois, she has resided in Western Pennsylvania for the past 25 years.

David McCann

Varolii, CEO
Sessions: How Sharp Rees-Stealy Supercharged Customer Engagement

David McCann, Varolii Corporation's President and Chief Executive Officer, is a veteran software industry executive with more than 25 years of executive experience leading sales, marketing, product management and engineering organizations.
 
Seattle-based Varolii delivers cloud enabled customer interaction management solutions for large companies in multiple industries including healthcare, financial services, airlines, telecommunications and utilities. Varolii clients include Delta Airlines, Southwest Airlines, Bank of America, Citigroup, Express Scripts, CVS, Southern California Edison, Verizon and T-Mobile.
 
McCann has previously served as CEO for several successful U.S. venture-backed software startups. Most recently, he was general manager of the Windows Server Product Management team at Microsoft in the Server & Cloud Division of the Server & Tools Business. He is also a board member of the WTIA – the Washington Technology Industry Association – representing over 500 software companies in the state of Washington. He is a graduate of Glasgow University, Scotland. He resides in Mercer Island, Wash., with his wife and family.

Brenda McCord

Freeman, VP, Customer Support
Sessions: How These Award-Winning Centers Create Powerful Cultures

Brenda has focused on customer service – both internal and external – since she began her career in 1975 with Freeman.  She has held several positions, including the Director of Exhibitor Services, as well as the Corporate Director of Training.  Today, Brenda manages the Corporate Customer Service Center consisting of five customer-facing call center and centralized departments overseeing approximately 60 people. This center supports online ordering for over 4,300 expositions annually and serves 400,000 exhibiting clients across 40 cities in North America.  The Freeman Customer Support Call Center has achieved the J.D. Power and Associates Call Center Certification for providing an Outstanding Customer Service Experience for three consecutive years, 2010, 2011, and 2012.

Ivy Meadors

High Tech High Touch Solutions, Inc., Founder and CEO
Sessions: The Insiders’ Guide to Managing Today’s Multi-Generational Workforce

Julie Mohr

BlueprintAudits.com, Speaker and Author
Sessions: Implementing Knowledge Management for Improved Service

Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching - her purpose is to change the world through thought provoking dialog and interaction. She is the president of Mind The IT Gap. Julie has a degree in computer science from The Ohio State University and runs an online university that provides exceptional learning experiences.

Tim Montgomery

Culture.Service.Growth., Founder and Managing Partner
Sessions: Mastering Agent Occupancy | Harnessing Metrics That Drive Superior Performance

Tim Montgomery is a seasoned industry executive, popular speaker and highly regarded consultant, has guided thousands of contact center agents and leaders to improve individual and team performance, and exceed operational objectives. Tim is part of an elite group of independent consultants who have earned a certified associate designation from the International Customer Management Institute (ICMI). He is also a professional member of the National Speakers Association (NSA). During his career, he held a variety of leadership positions – everything from Call Center Manager to Vice President of Sales and Operations. Tim’s contact center leadership experience was fine-tuned by leading contact center and customer service operations for three of the most celebrated companies in the world – USAA, The Coca-Cola Company and The SCOOTER Store. His consulting clients have included some of the most recognized organizations in America – DELL, AIG, Lifetouch, ADP, Mitsubishi, Farmers Insurance, Allstate, Kodak, Liberty Mutual, Cinergy, Gartner Group, Amerigroup, Prime Therapeutics, Sykes, Prudential and many more. Tim has written articles and whitepapers on a variety of management, customer service, and contact center topics. His work has been translated into several languages and featured in many global publications, industry journals and position papers. Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio and a Lean Six Sigma Certification from Villanova University.

Scott Murphy

The Employees Retirement System of Texas (ERS), Assistant Director for Customer Benefits
Sessions: Making Work-at-Home Work for You

Scott Murphy is the Assistant Director for Customer Benefits at the Employees Retirement System of Texas (ERS) and is responsible for all aspects of the customer service operation.
 
Scott's professional career in the contact center industry began over eighteen years ago.  Scott began his career managing front-line customer service teams and from there moved to workforce management.  Scott has spent the past 10 years in customer service operational roles, overseeing customer service, quality, workforce management and training.  Scott has been employed at some of the most successful contact centers in the industry, including centers such as, First USA Bank and Electronic Data Systems (EDS). 

Scott is a former board member and chair for the Austin Contact Center Alliance and former advisory board member for ICMI.  Scott is currently a member of the editorial advisory board for Contact Center Pipeline Magazine.
 
Scott holds a B.B.A. from St. Edwards University in Austin, TX.

Ruth O'Brien

RMO Consulting Services, Principal Consultant
Sessions:

Ruth O’Brien has over 25 years of experience in call center service delivery. She is the Principal of RMO Consulting Services providing service strategy and call center optimization consulting to companies seeking to succeed in dynamic markets. Prior to consulting, she worked for industry leading call center outsourcing companies such as; APAC, Stream and Sitel in senior global operational and client management leadership positions across multiple industries. She has worked with over 50 companies and brands in the course of her Call Center Outsourcing and Consulting work, including Fortune 500 companies, not for profit organizations and start-up companies. She is an active call center industry expert and an evangelist for hiring people with disabilities.

Tara O'Dell

Phonak LLC, Director of Customer Service
Sessions: An Insider’s Look at Voice of the Customer Process

Tara O’Dell is the Director of Customer Service & Technical, Software Support for Phonak LLC, the 2013 Gold Stevie Award winner for Customer Service Team of the Year, Service Recovery.  In this role, she has executive leadership responsibilities for setting  long-term strategy, driving change, and  improving employee engagement and customer satisfaction & loyalty.  O’Dell has an extensive background in the medical device industry including materials management, operations, marketing, sales and service. 

Prior to joining Phonak in 2010, O’Dell held a variety of  leadership positions at Cardinal Health.  She has successfully integrated business, distribution and service centers,  developed national and regional business synergies and continuity, and successfully used the  Voice of the Customer to drive strategy and grow market share.  

A graduate of Indiana University of Pennsylvania, O’Dell  earned a BS in Business/Human Relations.  She holds Lean Six Sigma and is a  member of  APICS . 

Leslie O'Flahavan

E-WRITE, Founding Partner
Sessions: The Ten Commandments for Writing to Customers

Leslie O'Flahavan is a co-founder and partner in E-WRITE. She has helped thousands of people learn to write well for online readers. She has developed and delivered customized writing courses for customer service agents, help desk staff, web content contributors, marketers, demographers, activists, federal employees, and teachers.  She helps contact centers measure the quality of their e-mails to customers and rewrite their entire library of canned answers. Leslie is the co-author of "Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents."

Greg Oxton

, Executive Director
Sessions: Maximizing Service and Efficiency Through Knowledge-Centered Support (KCS)

Greg has extensive experience in the customer support and service business in high tech and has held numerous management positions in his 16 years at IBM in operations, planning and support strategy development.  Greg managed a major worldwide support reengineering effort at Tandem Computers prior to joining the Consortium staff in 1997. Greg’s specialty is customer interaction strategies and organizational development.

Through his work with the Consortium members in facilitating innovative development activities Greg has developed deep insight into the KCS principles and the best practices for KCS adoption. Greg has coached companies such as BMC, Cisco, HP, EMC, Ericsson, Oracle, PTC, Red Hat and Yahoo! on adoption strategies for Knowledge-Centered Support (KCSsm). KCS is a knowledge management methodology developed collectively by the Consortium members that transforms the support organization from a transaction based, call-centric model to a highly leveraged, value creation model.

Ben Paganelli

Viable International Applications, Unlimited LLC, Senior Consultant
Sessions: Avoiding Cultural Pitfalls in a Global Economy

Ben Paganelli is Senior Consultant and founder of Viable International Applications (VIA) Unlimited, LLC.  He is also a Fellow with the Tufts University Institute for Global Leadership (IGL) where he works with the Alliance Linking Leaders in Education and the Services (ALLIES).

Mr. Paganelli holds a Bachelors of Science degree in International Affairs from the United States Air Force Academy (USAFA), and a Master’s of Science degree in International Relations from Troy University.  He has lived and worked in over 40 countries and conducted research in others to include Turkey, Israel, and most recently Rwanda.  He has advised the Islamic Republic of Afghanistan’s Ministry of Transportation and served as a mentor and subject matter expert in preparing US Department of Defense Civilian Employees to work successfully overseas.

Susan Paganelli

Viable International Applications, Unlimited LLC, Principal Consultant
Sessions: Avoiding Cultural Pitfalls in a Global Economy

Susan Paganelli is Principal Consultant and founder of VIA Unlimited, LLC.  Susan earned her Education Degree from Washington State University and holds a Master of Arts Degree in International Human Rights from the University of Denver’s Joseph Korbel School of International Studies. 

Mrs. Paganelli spent six years teaching in the educational systems of Washington, California, Idaho, Texas, and New Mexico. She lived abroad for many years where she held fundraising, planning, and leadership roles in several international organizations.  She travels extensively and has conducted research in Disaster Recovery, Turkish Civil-Military Affairs, the situation in Darfur, and Developing Economic Microsystems.  Susan is also a Disaster Assistance Team Lead for the American Red Cross.

Jane Pearson-Wray

Electrolux Major Appliances, Manager, Continuous Improvement
Sessions: How Electrolux Empowered Service Agents with Sales Skills

Sally Pina

Farmers Insurance Group, Director
Sessions: How Farmers Insurance Transformed a Troubled Helpdesk

Sally Pina leads a service desk providing technical support to 15,000 Farmers Insurance agents nationwide. Sally’s background as a business owner and in enterprise Customer Experience give her a unique connection to the customer perspective, convincing her that the best way to get employees to provide outstanding customer service is to take fantastic care of employees. When tasked with leading through multiple performance challenges, she focused on creating structures to meet employee needs first, successfully enabling frontline employees to achieve the needed improvements.

Sally holds a bachelors degree in management and MBA from University of Phoenix. She resides near Austin, TX, with her family and enjoys saltwater fishing and running to relax.

Rose Polchin

ICMI, Senior Consultant
Sessions: Contact Center Operations Management 101 | The Principles of Effective Contact Center Management

Rose Polchin is a senior consultant for ICMI. She brings over 20 years of contact center experience, including five years as an independent consultant and 15 years in contact center leadership roles in the financial services and health care industries.

During her tenure as senior director of customer service strategies for one of the country’s largest health care laboratory services, Rose’s leadership was instrumental in creating and implementing a common vision, strategy and processes across the company’s multi-site contact center network, which helped establish the contact centers as strategic assets for the business. Rose now continues her commitment to excellence in customer service through her delivery of ICMI seminars and by partnering with customers on key projects. Customers and attendees of her seminars praise her energy, knowledge and dedication to assisting them in creating value for their respective organizations and its customers. Rose is a member of the American Society of Training and Development, and is a certified DISC behavioral styles trainer.  She is a popular speaker at seminars and conferences throughout North America, Europe, Australia and New Zealand, and authors articles on key topics for industry publications.

Justin Robbins

ICMI, Manager, Training and Development
Sessions: Training on a Shoestring: What Would MacGyver Do? | Harnessing Metrics That Drive Superior Performance | The ICMI Small Call Center Workshop

Justin Robbins serves as Manager for Training and Development at ICMI. He brings with him over a decade of experience in the customer management industry, most recently as the Manager of Training and Guest Experience at Hershey Entertainment and Resorts. Justin has worn multiple hats in the contact center from agent to supervisor to senior leadership. At ICMI, he is responsible for developing training and professional certification content, global training partnerships, and training program delivery. Justin’s passions are relationship building, empowering leaders, and motivating others to provide legendary customer experiences. 

Michele Rowan

Customer Contact Strategies, President
Sessions: Making Work-at-Home Work for You

Michele Rowan, President of Customer Contact Strategies, spent 12 years with Hilton Hotels Corporation as VP of Performance Management and held roles in the US as well as five years in International Operations.  Her last key assignment was to lead both US and European strategy development and deployment of the remote agent program.  Michele replaced over 1000 brick and mortar positions with home-based new hires in 18 months at Hilton, and is established as one of the industry’s leading experts of remote agent business models. 

Rowan has worked with over 500 companies in financial, health care, travel, retail, entertainment, telecom /tech support, BPO, and non-for-profit sectors in design and implementation strategies.  Some of her clients are scaling models to as high as 4000 agents, some as small as 50 agents.

Prior to Hilton, Michele spent three years with a large US based outsourcer in the lead Human Resource role.  Her expertise is diverse and includes strategy development, operations, performance management and support, training, quality and human resources.

Michael Sernoff

SofterWare, Inc., Vice President, Client Services
Sessions: How Your Small Center Can Produce Big Results

Michael Sernoff is the Vice President of Client Services for SofterWare, Inc., a software company based in Horsham, PA providing solutions to nonprofit, childcare, camp, school, and payment processing clients.  Michael began his career at SofterWare in 1993 as a member of the call center.  After gaining some diverse experience managing other areas of the company for several years, he assumed managerial responsibility of call center operations in 2004 before being named to his current position overseeing all customer service functions in 2006.  Michael graduated with a BBA in Management from the University of Massachusetts in 1993 and received an MBA in Organizational Theory from Drexel University in 2001.

Anne Slough

LSA Global, Head of Sales & Services Practice
Sessions: How Electrolux Empowered Service Agents with Sales Skills

Prior to joining LSA Global, Mrs. Slough held key consulting and business development roles where she partnered with organizations to improve the performance of their workforce and their business by focusing on all aspects of an organization’s Talent Management strategy. She has a rich history of directing senior level executives in the development of their corporate strategies and performance improvement initiatives. She has an extensive background in developing business plans, diagnosing operational gaps, implementing results-oriented sales culture initiatives with organizations of all sizes and helping organizations create and live their brand promise.

Ms. Slough has demonstrated both a breadth and a depth of experience in establishing and growing high-performing teams. From selecting technology to establishing recruiting and selection procedures, goal setting processes, feedback systems, and coaching models, she has an expansive understanding of the complexities facing organizations today. She has worked extensively in the financial services industry with banks, insurance companies, brokerage and card services groups in the United States and abroad. Her career expertise spans the retail, manufacturing, telecommunications, utilities, high-tech and pharmaceutical sectors as well. Mrs. Slough received a Bachelor of Arts degree in English and Communications and a Master’s of Arts in English from East Carolina University, Greenville, North Carolina.

Sarah Stealey Reed

ICMI, Content Director
Sessions: How These Award-Winning Centers Create Powerful Cultures | How Your Small Center Can Produce Big Results

Sarah Stealey Reed is the Content Director at the International Customer Management Institute (ICMI) and is a member of the ICMI Advisory Board. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

As the Content Director for ICMI, Sarah is responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @sstealey

Email: sstealey@icmi.com

LinkedIn

Dayna Steele

YourDailySuccessTip.com, Chief Tipster at YourDailySuccessTip, Speaker, & Author
Sessions:

On a stage speaking to and inspiring people since she was a teenager, Dayna Steele is the author of several books, including, 101 Ways to Rock Your World: Everyday Activities for Success Every Day,’ and ‘Rock to the Top: What I Learned about Success from the World’s Greatest Rock Stars. Dayna creates custom success strategies for individuals and companies with her Rock Star Principles of Success. Readers’ Digest magazine calls Dayna “one of the 35 people who inspire us,” AOL says she is “one of the foremost experts on career networking,” and Successful Meetings magazine calls her “a pep talk from the deejay booth.” Audiences consistently rate her as one of the best speakers they have ever seen.

Dayna is also the author of Your Daily Success Tip, a witty and informative piece of advice that is delivered directly to you every day. You can sign up here to start changing your life...one tip at a time.

Ted Stodolka

Marriott International, Senior Global Director
Sessions: Avoiding Cultural Pitfalls in a Global Economy

Gina Szabo

ICMI, Senior Certified Associate
Sessions: Which Service Metrics Are Right for Your Center? | A Crash Course in Contact Center Metrics

Gina Szabo is a Senior Certified Associate of ICMI and President of Szabo Marketing International, a company dedicated to building and improving contact center performance globally.  She has over 25 years of progression customer contact management, training and consulting experience in North America, the United Kingdom, Europe, China, Costa Rica, New Zealand and Australia.

Specializing in contact center performance improvement, Gina has been establishing and implementing organizational change, people development programs and business process improvements resulting in efficient, state-of-the-art customer contact operations. Her hands-on experience with small, medium and large enterprises has equipped Gina with proven models of success for contact center recruitment, training, workforce and campaign management, sales and service, monitoring, coaching, communications, bonus and incentive programs and reporting.

Gina is a committed professional who brings high energy, focus and positive outcomes to all her clients.  Her natural collaborative style coupled with outstanding communication skills allows for effortless skills transfer.

Ann Tardy

Lifemoxie, President
Sessions: Unlocking the Competitive Advantage of Mentoring

As the Founder and President of LifeMoxie Mentoring, Ann combines the art of mentoring with the science of behavioral economics to turn mentoring from a missed opportunity into a strategic advantage for teams and organizations. By using proven processes and technologies, Ann prepares leaders to drive organizational and behavioral change using mentoring.

Ann first experienced the power of mentoring while closing over $2 billion of venture-backed financings at two of Silicon Valley’s largest law firms. While leading her entrepreneurial clients, Ann was surprised to discover that mentoring separates the magnificently successful from the mediocre. Ann went on to lead the legal departments of two high-tech start-ups, taking one company public and the other to acquisition. Following her in-house tenure, Ann launched her own law firm, growing it to 75 loyal clients before merging it with a larger firm.

Ann now helps visionary companies unleash mentoring where they need it most – in the middle. Ann and the LifeMoxie Mentoring team are creating mentoring cultures in companies such as Pacific Gas & Electric, Kaiser Permanente, Hitachi Data Systems, Southern California Edison, and Metro-North Railroad.

Tamara Taylor

Abbott Vascular Customer Service, Principal Business Analyst
Sessions: Small Call Center Success: Creative Solutions at Abbott Vascular & DePaul University

Tamara Taylor has been involved with Customer Service and Information Technology for more than 20 years.   She is currently employed as a Staff Business Analyst in Customer Service at Abbott Vascular, Medical Devices Division of Abbott Labs, Inc.   She uses her I.T. experience to enhance operations in the Customer Service Center supporting both internal and external customers.  During her tenure at Abbott Vascular Customer Service, Tamara has managed and developed programs which maximize the customer experience.   She looks forward to sharing her division’s Customer Information Approach with members of the Contact Center Community.

Tamara has a B.S. in Information and Computer Science from the University of California, Irvine and an MBA from National University in San Diego. She recently achieved her certificate in Project Management from the University of California, Irvine and her Project Management Professional (PMP) credential from the Project Management Institute.

Scott Thomas

Tamer Partners Corporation, Senior Partner
Sessions: A Proven Blueprint for High-Impact Coaching

Scott O. Thomas, is a Senior Partner with Tamer Partners Corporation.  He serves as the primary client partner for the NTTA.  With more than 16 years of experience in the sales and service field, he has filled almost every role in customer operations – agent, supervisor, trainer, manager, and executive in small, medium and large regional corporations.  Scott understands the needs of customer-facing departments – and the leaders and staff who work in them. He has expertise with clients in effective implementation of customer experience management, leadership strategies, and organizational culture transformation.  He has helped companies create detailed, actionable plans to shift cultures and improve leadership at every level of the organization.

Jeff Toister

Toister Performance Solutions, Inc., President
Sessions: Tackling the Five Hidden Causes of Poor Customer Service

Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It, a book that reveals hidden and counterintuitive obstacles to outstanding service (www.servicefailurebook.com).

He is also President of Toister Performance Solutions, Inc., where he helps clients improve customer service. His specific areas of expertise include employee training, leadership development, and talent management. Jeff has previously worked as a call center manager and a trainer, and continues to consult with call centers today.

Jeff is an active member of the American Society for Training and Development where he is a Past President of the San Diego chapter, a two-time recipient of the President’s Choice Award, and a recipient of the WillaMae M. Heitman Award for distinguished service. He holds a Certified Professional in Learning and Performance (CPLP) credential from the American Society for Training and Development and a Professional in Human Resources (PHR) certification from the Society for Human Resource Management.

Rich Van Meter

GoDaddy, Customer Care Center Director, Inbound Operations
Sessions: How These Award-Winning Centers Create Powerful Cultures

Dina Vance

Ulysses Learning, Senior Vice President
Sessions: Building an Efficient & High Performing Team

Dina Vance is a widely respected thought leader on developing and leading contact center staff and a pioneer in improving the performance of contact centers. Vance was responsible for the ground-level startup of two contact centers before she moved into a consulting role where she also managed the call center division for an international consulting and training organization. She has worked with Fortune 100 companies to optimize their contact center performance through focus on results, people and process.
 
She currently serves as Ulysses Learning’s Senior Vice President of Sales & Marketing/Manager Director of North American Operations. A regular speaker at conferences such as the BCBS Association and the Executive Learning Exchange, Vance frequently writes and talks about leveraging the power of social media in contact centers. She is on the executive board of the Call Center Industry Advisory Council (CIAC).

Contact info:
Dina Vance
dvance@ulysseslearning.com
O: 630-585-5350

LinkedIn:
www.linkedin.com/pub/dina-vance/0/599/5a9
Twitter:
@UlyssesLearning

Steve Wickens

, Sr. Director – Product Services, FICO
Sessions:

Sandy Winfield

Allianz-Assistance, VP Operations, Canada
Sessions: How These Award-Winning Centers Create Powerful Cultures

John Wolf

Intradiem, Chief Marketing Officer
Sessions: Transforming Agent Efficiency and Customer Satisfaction

John Wolf is Intradiem's Chief Marketing Officer. Before joining Intradiem to lead marketing and product management, John was assistant vice president of product management at Equifax Personal Solutions, where he was responsible for managing a $53 million online product line. John’s continuous focus on methods for increasing contact center productivity and performance has contrJohn Wolf is Intradiem's chief marketing officer. Before joining Intradiem to lead marketing and product management, John was assistant vice president of product management at Equifax Personal Solutions, where he was responsible for managing a $53 million online product line. John’s continuous focus on methods for increasing contact center productivity and performance has contributed to Intradiem becoming a leader in its market with more than 450,000 call center agent around the world using intraday management technology every day.

Susan Wolski

TXU Energy, Customer Ops Manager
Sessions: Harnessing Metrics That Drive Superior Performance

Missy Zacks

GTA Travel, Head of Operations, Americas
Sessions: Catastrophe Strikes ... And You Are Ready!

Missy Zacks is the Head of Operations, Americas  for GTA Travel, a global multi-channel travel company focused on hotels and travel services with 26 offices in EMEA, APAC and the Americas.  Missy is responsible for Operations and Customer Support for the North America Sales Division.  Her primary focus is GTA NA Operations, overseeing the Customer Contact Center, Training and Development, Customer Relationship Methodology, and Technical Support.

Missy’s valuable contribution to implementing the GTA short and long term strategy has been her relentless effort to always identify the balance between the customer, the employee and the business. This trio has been the key driver in her operatrional execellence programs and in the development of employees through training and recognition programs. This approach has proved successful for the organization as sales has tripled while less resources are utilized and customer satisfaction continuously improves.

Missy has 20 years of professional experience and leadership in the travel and customer service industries.  During her career, she held several senior-level positions in the areas of Customer Service and Operations. Missy is led by her passion to deliver the highest standard of service by assessing work streams and providing solutions to enhance effeciency.