Kristy is a high energy, hands on Senior Customer Relations and Operations Executive with over 20 years of award winning B2B and B2C expertise in on-site and outsourced contact center design, customer care and revenue development.  She is known for delivering strong and sustainable call quality, service levels, revenue gains, customer loyalty and employee engagement.

Kristy has launched three new contact centers from the ground up & re-engaged two internationally recognized centers. Currently, she leads Quality Service for Navy Federal Credit Union’s 4000 Person Contact Center.

Recently, Kristy led her team through an Evolution of Quality Service where the Contact Center moved from a scored, checklist system to one that is behaviorally based and scoreless.  The results are showing themselves in achievement of the highest levels of member experience and post call survey results as well as higher employee engagement.

Kristy is also a member of the National Speakers Association.

Kristin Monaco has spent the past nine years implementing and developing small contact centers. Presently, she is the Director of Customer Care at Optoro, a tech startup that processes returned and excess inventory on behalf of major retailers. Across 2016, her department established programs for recruiting, new hire training, quality auditing, and performance-based incentives - in addition to deploying two new vendors for phone and chat.

Kristin’s favorite things about working in contact centers are getting to know the customers, collecting and slicing data, and growing the careers of her team members. If you’re a StrengthsFinder fan, her top five strengths are Maximizer, Adaptability, Positivity, Communication, and Input.

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan. Anne has led UPMC Health Plan in Customer Service for the past twelve years, including Enrollment and Retail. Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving one call resolution and service recovery, integration of all member touch points, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats). Anne has managed in customer service call centers for the past 22 years with a focus on customer retention, growth, and sales.
She has a bachelor's degree from West Virginia University and an MBA from the University of Pittsburgh. ,/p>