David is responsible for building the premier member network for
contact center, customer care, and customer service professionals
looking to share and create unique content based on peer experience and
Greg Alcorn, Founder and CEO, Global Contact Services
Greg is founder and CEO of Global Contact Services (GCS). Greg brings over 25 years of executive leadership and business coaching experience to GCS and is a hands-on leader, frequently visiting clients, prospects, and GCS locations. Previous to GCS Greg was president of SOMAR. At the time, SOMAR was one of the country's fastest growing telesales agencies. Greg led SOMAR during its explosive 4-year growth and managed its acquisition by a leading BPO company.Greg leads by the principle of "the micro is the macro" in his business and stays closely involved in many aspects of the company. He teaches presentation skills, helps write call guides and refines product offerings. Greg is an active participant in monitoring and feedback programs and is constantly experimenting with ways to improve communication. Greg's daily focus on coaching, and being coached, has fostered a learning environment that continually improves the customer experience. Greg is a graduate of Catawba College and received his MBA from the University of North Carolina at Charlotte - Belk School of Business. He resides in Salisbury, NC with his wife Missie.
Todd Hixson, Sr Vice President - Customer Care and WFM, Real Analogics Todd has been in contact center operations / management for 14 yrs, working for Travelocity and Intuit. He has been an out-sourcer, in-sourcer, and us-sourcer with a belief in efficiencies realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization that keep an eye on delighted customers and engaged employees. During Todd's career he has driven back office utilization of work force management practices, multiple channel multi-skill based operations practices, and cross functional understanding via "a day in the life of operations" workshops. He has also been recognized as a pioneer in forecasting practice for social media. He is on multiple global advisory boards and is a frequent industry speaker both in person and via webinar.
Tim Houlne, Chief Executive Officer, Working Solutions
Tim is a driven entrepreneur with over 25 years experience in positions related to the contact center industry including sales, customer service, technical support, and warranty management. Tim held various leadership roles at West Corporation, GE TechTeam, and Connect Services. Tim is a recognized leader in the home-shoring movement; he has been featured on FOX, ABC, The Wall Street Journal, The New York Times, The Boston Globe, and BusinessWeek, and is a frequent speaker for various industry forums and colleges. Tim currently serves as Chairman of the Movie Institute, a 501c3 charity, and is on the Vision Bank Board of Directors. In 2013 he co-authored The New World of Work, From the Cube to the Cloud, and was a finalist in the Ernst & Young Entrepreneur of the Year 2013 Southwest Area North. Tim holds a BSBA in management from Missouri Western State University and an MBA from the University of Texas at Dallas.
Kathryn Jackson, Associate, ResponseLearning Corporation
Kathryn is an associate of ResponseLearning Corporation and iLearnCC. Kathryn conducted groundbreaking research into such topics as the integration of the internet into call centers, complaint management, and customer value. She has partnered with the American Productivity & Quality Center to study the people, processes, and technology at the forefront of the customer-centric revolution. She assisted in the creation of the Customer Contact Operations Review and the following courses: Optimizing Frontline Employee Performance, Mastering Real-Time Management, Mastering Performance Management, Needs-Focused Leadership, and Building a Strong Management Foundation. Kathryn received the Call Center Pioneer Award from Call Center Magazine and also recognized her as a leader in her field by inducting her into their Hall of Fame. She has been involved in the customer contact industry since 1983 - starting her career as a customer contact representative, and since then has served in multiple management capacities including operations, telecommunications, customer relations, and marketing.
Craig Keaney, Sr Vice President, JPMorgan Chase & Co.
Craig is a Senior Vice President and Customer Service Executive for Mortgage Banking at Chase. As the Customer Service Executive, Craig is responsible for Mortgage Banking's service centers and banker services function, as well as telephony, quality assurance and workforce management, primarily located in Dallas, Phoenix, Jacksonville, Columbus, Monroe and Manila, Philippines. Since joining the firm in 1987 as a customer service representative in NY, Craig's 25-year career at Chase spans various lines of business and locations. He has extensive operations experience, having led servicing, payments and credit functions within Card Services. In addition, he played a critical role in Chase's global expansion, establishing sites in Mumbai, India and Manila, Philippines. Craig earned a Bachelor of Arts in Management Information Systems from the New York Institute of Technology and a Master of Business Administration from Arizona State University. He lives in Ohio with his wife and their 2 daughters.
Flavio Martins, VP of Customer Support, DigiCert, Inc.
Flavio is the VP of Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance digital certificates trusted by thousands of government, education, and Fortune 500 organizations. With a background in Information Technology and Technology Management, Flavio helps customer service teams leverage technology along with the special, human factor, to create exceptional, memorable customer experiences. Flavio is also an award-winning customer service blogger and customer service fanatic, and is on a mission to show that excellent service experiences can be consistent, simple, and easy.
Eileen May, Sr Vice President, Contact Center Ops, Touchpoint Solutions
As the head of the Touchpoint Solutions Contact Center, Eileen brings 20 years of experience in healthcare operations execution. In her role she partners with clients to design multi-channel solutions for HCPs, consumers and patients. Her expertise in understanding and designing programs that enhance and optimize the customer experience, coupled with her ability to lead her team through seamless execution ensures end-to-end delivery of their clients objectives. Prior to joining Publicis Touchpoint Solutions in 2008, Eileen was the Sr Manager, Operations, for JPMorgan Chase Card Services Bankruptcy Operation in Frederick, MD. The breadth of her career, however, was her 11 years at Cardinal Health/Advogent (formerly Boron LePore Group Companies), leading promotional speaker bureau operations.
Lynn O'Neill, Corporate Vice President, New York Life
Lynn is the Corporate Vice President for the traditional call center at New York Life Insurance Company in Dallas, TX. Lynn's 30+ years insurance industry experience focuses specifically within the contact center environment. She led the New York Life contact center in becoming certified as a "Center of Excellence" by the Purdue University BenchmarkPortal Center for 8 consecutive years. New York Life received the 2007 "Call Center of the Year" award from IQPC. Lynn won a gold medal at a ContactCenterWorld.com's 2008 Americas Region and silver medal at the World Competition. Lynn's role is managing and leading all aspects of contact center and customer experiences within the contact center. Lynn is an advocate of quality improvement processes and participated in programs through Commitment to Excellence, Six Sigma (certified Green Belt), and Business Process Management. She graduated from Nova Southeastern University with a degree in Business Management.
Jennifer Richard, Director of Contact Center Operations, McKesson
Jen Richard began her career in customer service over 18 years ago. Having worked in 2 completely unrelated service sectors - publishing and healthcare - she has been able to work with very diverse customer segments. Jen has found that regardless of the industry, the similarities in caller behaviors are universal. For the past 10 years Jen has been working for McKesson, and truly enjoys the role they play in healthcare and patient lives. Jen has a Bachelors Degree in Business Administration and recently completed her ICMI Strategic Leader Certification.
Kathy Rodine, Vice President of Customer Care, VSP Vision Care
Kathy Rodine is Vice President of Customer Care with VSP Vision Care. VSP Vision Care is the largest not-for-profit vision benefits and services company in the United States with 59 million members. Over her career, Kathy has held a number of leadership positions and led several key initiatives that have contributed to customer care's reputation as a world class service provider. In her current role as Vice President of Customer Care, she has responsibility for claims services and two top performing call centers.
Lisa Rotherham, Director of Sales and Service, Augsburg Fortress
Lisa Rotherham is a process improvement expert with more than 20 years of call center experience in a variety of industries. Her current role at Augsburg Fortress involves managing every touch point with their customers, including sales, credit, billing, shipping, customer care, and collections. Lisa is passionate about employee and customer engagement, and believes the key to providing the highest level of service is keeping the message of excellence consistent across the entire organization. Her past business assignments include roles with Prairiewave Communications, McLeodUSA, First Financial Bank USA, and USBank, as well as consulting roles with Chrysler Credit and Park Nicollet Clinics. Lisa also serves on the board of directors of Urban Samurai Theater Company and actively maintains a food blog.
Amas Tenumah, Vice President Operations, Teleflora
Amas is a customer experience fanatic, and a self-described "contact center geek" specializing in contact center operations and customer experience strategy for a "twitter-first" century. He has spent the last decade managing contact center operations for companies like Coca-Cola, Convergys Corporation, and currently in his role as Vice President of Operations for Teleflora. Amas brings a unique perspective to the world of customer experience that he shares regularly at industry events and in publications. He is also a proud dad, an avid Yankee fan, and enjoys playing competitive soccer when home in Oklahoma City.
Laura Bassett, Dir of Mktg-Emerging Products & Technology, Avaya Laura Bassett is the Director of Marketing for Avaya's Customer Experience Management and Emerging Technologies groups. These groups deliver innovative contact center solutions and business solutions from Avaya Research Labs. In this role Laura oversees all aspects of marketing, including business planning and strategy, market awareness, product marketing, sales enablement and engagement for next generation solutions. Laura has over 20 years experience in applications consulting, development and delivery. She has a BSBA in Computer Science and an Executive MBA from the University of Florida.
Patrick Botz, Vice President of Workforce Optimization, VPI Patrick Botz serves as Vice President of Workforce Optimization for VPI,
a global provider of interaction recording, quality management and
workforce optimization solutions for over 1,000 customers including
1-800-Flowers.com, AAA, CNN, Morgan Stanley, Bank of America, Wells
Fargo, IBM and Delta Airlines. Leveraging more than a decade of field
experience as a CRM practitioner, he focuses on the
mission-critical-aspects of capturing customer intelligence and
optimizing business processes and workforce performance. Patrick holds
an M.B.A. from Pepperdine University and a BSE in Engineering from Arizona
State University. His work has been published in several contact center industry periodicals including Call Center Magazine, Business Management, CRM Magazine, Customer Inter@ction Solutions, Connections Magazine, and ContactProfessional.
Anna Convery, Executive Vice President, Strategy, OpenSpan
Anna Convery, as Executive Vice President, Strategy, oversees global market development and strategic initiatives for OpenSpan. An industry expert in customer service technologies and solutions for the enterprise, she previously held senior executive roles at NICE Systems, ClickFox, and Nexidia, as well as global marketing and business development roles with IBM Corporation, Jacada, and Unibol. Anna has been named a "Woman of the Year in Technology" by WIT, and has received numerous awards and recognition for her business leadership and vision. She is frequently quoted in trade publications and often speaks at industry conferences.
Tracey Ellison, Director of Business Development, FurstPerson
Tracey is an energetic and passionate sales consultant. Her keen desire is to understand customers' key challenges and to design hiring solutions that helps them to overcome those challenges. She has 15 years experience as a call center staffing expert, focusing on new hire testing and assessments, recruitment, and selection processes. She is experienced in managing high volume hiring projects, variable staffing models, and productivity optimization. Tracey has worked across all industry verticals and in domestic and offshore markets. She has successfully assisted several multi-nationals with global implementations, including Virgin, Lufthansa, Carphone Warehouse, AOL, Shell, and Amazon.
Neil Hooper, Sr Manager of Contact Center Marketing, Plantronics
Neil is the Senior Manager of Contact Center Marketing for Plantronics, Inc., based in Santa Cruz, CA. Plantronics offers the industry's most comprehensive and widely adopted families of corded and wireless headset solutions for the contact center and the enterprise. Recognized for their sound quality, reliability and comfort, Plantronics solutions improve the effectiveness of internal and external communications regardless of where professionals are working. Neil has specialized in Networking, Collaboration, Voicemail, Unified Communications, and Customer Service systems for two decades. Before Plantronics he held global roles with Avaya, Lucent, and Octel, based both in Europe and the U.S.
Michael Kropidlowski, Senior Manager Product Marketing, Aspect
Michael brings more than 18 years of experience in the customer service and contact center industries to Aspect. As a senior product marketing manager, Michael contributes directly to company strategy with a view to market trends and product strategy, focusing on enhanced customer service enabled through unified contact strategies and workforce optimization. Joining Aspect in April 1999, Michael brought more than 9 years of customer service, technical, and sales training experience to the company, where he was initially the lead sales and technical channel partner trainer for the company's contact management platform.
Bob Webb, Vice President of Sales and Marketing, Pipkins
Bob Webb serves as Vice President of Sales for Pipkins, a leading supplier of workforce management software and services to the contact center industry. With over 15 years in the industry, Bob has helped several customers dramatically improve their workfoce forecasting and scheduling including 1-800-Flowers.com, Scholastic, British Telecom, FedEx, Victoria Secret, and many others.
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