The ICMI Conferences Advisory Board consists of contact center executives and experts representing a cross-section of roles. The board’s responsibility includes advising the management team on the latest industry trends, challenges and discussion issues, thus creating an event developed by and for the contact center industry.
Beth is Vice President of Customer Care with Gopher Sports and is an experienced customer care leader with a demonstrated history of success working in the contact center and service industries. She is highly skilled in Operations Management, Process Optimization, Budgeting, Coaching, and Performance Management. Beth holds a Master of Arts (M.A.) focused in Leadership and Management from Concordia University-St. Paul.
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.
Heidi is Director of North America Sales Center for Jenny Craig. She has been with Jenny Craig for 10+ years. Heidi's main responsibilities are to grow the Jenny Craig client base by driving acquisition and increasing profitability across all business channels. She has had much success across the board. Her year to date stats include New Sales Acquisition = +123% YOY; New Sales Conversion: +12% YOY & YTD Deposits: +23% YOY. She handles the strategic planning and cross-departmental management of the entire North America Call Center business channel. Heidi is a leader in her filed having extensive call center experience in sales, training, process, marketing, and technology solutions including artificial intelligence. She manages a staff of 80+ agents.