2010 Call Center Week Speaker Faculty:

andrewhullAndrew Hull
Director Product Marketing
RightNow Technologies

RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud.

At RightNow, Andrew oversees product marketing functions responsible for positioning, messaging and product launches. Andrew has served in a range of marketing functions during his 7+ years with RightNow.

Andrew holds a Master of Business Administration from Carnegie Mellon University.

Ann CannonAnn M. Cannon
Vice President
CSG Interactive Messaging, Inc.

With over 25 years of executive management experience in the Information Technology, Financial Services and Transaction Processing industries, Ms. Cannon currently leads the Business Development and Technical Consulting teams within CSG Interactive Messaging. Her organization is responsible for delivering enterprises with quantifiable, ROI-based customer interaction management solutions that drive new operational efficiencies, improve customer experience, and help organizations maximize every customer interaction.

A trusted business partner and respected thought leader, Cannon regularly contributes to numerous online industry publications and webinars, and also speaks at various trade events each year.

asish bisariaAshish Bisaria
VP of Customer Service Operations
Cbeyond

As vice president of customer service operations, Ashish Bisaria is responsible for Cbeyond’s strategic and day-to-day customer services operations including customer care, technical, mobile, billing research, executive escalation, smart start and major accounts teams.

Prior to joining Cbeyond, Mr. Bisaria served as director of customer experience at Sprint

where he was responsible for running call center operations, staffing 35,000 agents across 72 call centers.

Previously, Mr. Bisaria was the strategic and operational call center leader for US Cellular, a Chicago-based company with 6 million mobile users. In this role, he oversaw the company’s six call centers.

During his career, Mr. Bisaria has also served as a consultant in KPMG’s information and telecom practice advising clients on numerous strategic initiatives including operations, market launches, and merger and acquisitions. Mr. Bisaria worked in seven different countries during the eight years he was with the firm.

He earned a bachelor degree in science from the University of Delhi and a master’s degree in business from the University of Bombay.

brianmullaney Brian Mullaney
Senior Vice President of Contact Center Operations
The Scooter Store

For 20 years Brian has been involved with the Contact Center Industry working with a multitude of verticals and aspects of what the industry has to offer. He began his career as a rep and quickly moved into Leadership roles that were engaged with both Operations and Sales functions. In the past 10 years he has been managing Centers both domestically and internationally utilizing his expertise on employee development, quality and customer focus to elevate performance levels to record heights. His experience with both cost and profit centers have enabled him to build strong cultures of change, flexibility, and performance excellence. Brian currently serves as the Senior Vice President of Center Operations at The SCOOTER Store (New Braunfels, TX) and has held executive positions with prominent financial services and outsourcing organizations. Brian holds a B.S. in Business Management and is currently pursuing graduate studies in organizational development.

Catherine-Van-ZuylenCatherine H. van Zuylen
Vice President of Product Marketing
Attensity Americas

Catherine brings more than 15 years of experience thriving on the passion and intensity of technology startups and rollups. Prior to Attensity, Catherine was VP of Marketing for the Block Shield family of companies, where she defined and implemented new positioning, product, and branding strategies in support of company restructuring and acquisition of technology assets. Previously, Catherine was Director of Marketing at Business Objects, an SAP company. She came to Business Objects through its acquisition of Inxight Software, where she led product management and assisted in the repositioning of the company as “going beyond Google”. Catherine has also held product management and marketing roles at a variety of technology companies, including Butterfly Security, Kovair (CRM), iSyndicate (internet media), and Metcal (electronics manufacturing).

Catherine holds an MBA from the University of California at Berkeley and a BA in English from the Johnston Center at the University of Redlands. She is a true California native who enjoys working hard, but also enjoys playing hard in trail, surf, and snow.

darrenlyonsDarren C. Lyons
Director of Outsourcing Customer Experience
1-800-Flowers.com

darrylfloresDarryl Flores
Workforce and Contact Center Prof Svc Manager
SWBC

Darryl Flores is the Workforce and Contact Center Professional Services Manager as well as the Contact Center Consultant for SWBC, a diversified financial services company. Darryl has 17 years of experience in all aspects of Contact Center Operations with noted contact centers such as USAA and The Scooter Store. He has overseen contact center operations with 40 to nearly 3000 agents in multiple sites and specializes in process and metric development. Darryl has been published in Call Center Management Review and CustomermanagementIQ.com as well as delivering learning sessions on a multitude of contact center topics.

DavidPoletDavid B. Polet
Program Manager, Voice of Customer
CUNA Mutual Group

David Polet is the Voice of the Customer Program Manager for CUNA Mutual Group. He is responsible for the coordination of research findings and efforts, and dissemination of information across business units. He moved into this role in July 2009. David joined CUNA Mutual in 2007 as a Project Manager in the Sales and Marketing area.

Prior to CUNA Mutual, David was in implementation services for Epic Systems in Madison, Wisconsin, from 2003 to 2007. He handled project management and project coordination for large scale medical software implementations.

From 1998 to 2002 he was teaching and a research assistant at the University of Wisconsin. He primarily taught first year Russian classes as well as assisted in Literature in Translation courses.

David earned a Master's Degree in Russian Literature from the University of Wisconsin and a Master's Degree in world politics from the Catholic University of America. He also has a Bachelor's Degree in philosophy and English from Calvin College. He has studied and taken Russian related courses at Herzen Institute of Pedagogy in St. Petersburg, Russia, Moscow State University, and Middlebury College in Vermont.

David is a CUNA Mutual Group 2008 Values in Practice award winner, which spotlights extraordinary employees who consistently exceed results and demonstrate our corporate values. His is also the former President of the North American Pushkin Society, an international society of scholars who are engaged in research on the life and works of Alexander Pushkin. He is also a former member and officer in the CUNA Mutual Toastmasters Group.

He is based at CUNA Mutual’s home office of Madison, Wisconsin.

edgarroseroEdgar Rosero
Associate Telesales Manager
Novo Nordisk

ErichDietz 1Erich Dietz
Senior Sales Director
Mindshare Technologies

Erich Dietz is a Senior Sales Director for Mindshare Technologies. He has been with Mindshare since 2003 and is responsible for most of Mindshare’s contact center and retail client accounts. Erich has been instrumental in the design and deployment of numerous highly successful feedback solutions that have delivered powerful business results, including increased 1st contact resolution, reduced customer churn, and improved operational consistency.

Prior to Mindshare, Erich was a Senior Operations and Strategy Consultant with several global consulting firms. He holds a B.S. in Industrial Engineering from Rutgers School of Engineering, and his grandmother was once quoted as saying “Wow! He’s a lot smarter than he looks. I’ll keep him around.”

frankburhanceFrank Burhance
Department Head- Customer Service Operations
MyPublisher

Frank has had a wide range of Customer centric experiences with MCI, The Hartford Financial Corporation and Pitney Bowes; including all aspects of Customer Care Operations Management, Customer Relationship Management, Marketing, Program Management, Human Resources, Training, and Sales Management. He also played a critical role in the redesign and change management effort to implement self-service and a new global SAP rollout to support a 35,000 person sales and operation organization. With 20 years experience in working with customers to increase market share, profitability, gain efficiency, and optimize operations, he has a range of experience across a number of industries and customer sizes. Frank was also part of Modem Media’s Sales and Service consultant team that providing on-site consulting and assessment for contact centers. As a senior consultant, he assisted clients (IBM, Delta Airlines, General Motors and Kraft Foods), in the development of their contact center roadmap, determining performance improvement programs and the selection and implementation of customer care technology platforms to help them service and support their customers with greater overall efficiencies.

frankeliasonFrank Eliason
Senior Director of National Customer Operations
Comcast

Frank is the Senior Director of National Customer Operations for Comcast and has been involved in Customer Service in one way or another for the past 20 years. What started as a simple idea – talking to customers in real time on Twitter – has become well known as an innovative use of social media for Customer Service. Taking the approach of asking “Can we help” has created new communication channels for Customers and an improved Customer experience, and Frank’s work has been recognized by ABC News, New York Times, Business Week, and many others. Frank and his team monitor and respond to Customer posts on a variety of online channels, and spend each day reviewing 6,000 blog posts and more than 1,000 Tweets. Franks model of interacting with customers online has become a case study for corporations worldwide

FrankCFrank Casale
Founder, CEO
The Outsourcing Institute

Frank J. Casale is Founder and CEO of The Outsourcing Institute (OI), a global marketplace and community of 70,000+ executive members including leading practitioners, service providers, advisors, thought leaders, industry observers and analysts.

The mission of OI is to leverage the collective wisdom and best practices of this evolving outsourcing ecosystem along with the latest abilities of internet technologies to enable powerful alternatives for learning, networking, career development, publishing, transacting and relationship management for those in the outsourcing arena.

A pioneer and visionary leader with more than 15 years of outsourcing expertise, Mr. Casale continuously monitors industry and business trends to better identify new ways to increase the overall effi ciencies, speed and success of outsourcing transactions and relationships.

He is noted for designing innovative industry tools, such as The Outsourcing Index, the premier state-of the-industry report on U.S. outsourcing, and for reliably anticipating market developments, such as the emerging role of the Chief Resource Offi cer (CRO), Outsourcing 2.0, and OI’s new Intelligence Network a virtual outsourcing community and marketplace.

Featured on CNN and CNBC, Mr. Casale is a leading commentator on outsourcing issues by major business and news organizations including The Financial Times, The Wall Street Journal, Business Week, FORTUNE magazine and The New York Times.

An expert on the strategic utilization of people, processes and technology, Mr. Casale is a leading advisor to hundreds of organizations in their efforts to leverage internal and external resources effi ciently and effectively. As creator of the fi rst, largest and only neutral professional association in outsourcing, Mr. Casale continually sets the standard for outsourcing best practices.

A graduate of C.W. Post, Long Island University, Mr. Casale holds a B.S. degree in Business Marketing, and is an active member of World Entrepreneur Organization, Social Media Collective, Community Management and Marketing Council, The Center for Association Leadership.

Frank can be reached at fcasale@outsourcing.com
OI is located at www.outsourcing.com

gordonpullanGordon Pullan
Assistant VP, Participant Information Center
MassMutual Financial Services

Gordon Pullan is the Assistant Vice President of MassMutual’s Retirement Services Participant Information Center. With centers in Springfield, MA and Memphis, TN, MassMutual helps people RetireSmartSM one participant at a time.

Mr. Pullan is responsible for envisioning and strategizing the future frontier of service while managing the day-to-day operation of the contact center environment. Under his leadership, the Contact Center has been recognized for outstanding recruitment and retention campaigns as well as workforce management excellence. For two years consecutively, it has been honored by the International Quality and Productivity Center (IQPC) as Best in Class Call Center (under 200 agents). Mr. Pullan is respected by his organization for being a fair-minded leader with a knack for inspiring other to achieve results.

Mr. Pullan joined MassMutual in 2001 and has managed service center teams throughout the company before heading up the Retirement Services Call Centers. Prior to joining MassMutual, he was a Pastor in the United Church of Christ and a stay at home father of four daughters.

Mr. Pullan received his Master of Fine Arts in Creative Writing from the University of Massachusetts and Bachelor of Arts in English from the University of Utah. He also attended Andover Newton Theological School. He holds FINRA Series 6 and 26 registrations.

jeankellyJean Kelly
Senior Vice President, Product Delivery
CitationAir

Jean Kelly joined CitationAir in 2002 as Vice President of Customer Service. She has over 20 years of experience managing large, multi-location centers, developing the sales and service strategy through eCRM solutions. Ms. Kelly previously held executive positions with MCI and The Hartford and has been a lecturer at call center conferences around the world, addressing issues surrounding workforce development. As Senior Vice President of Product Delivery, Ms. Kelly oversees Customer Service for all Jet Card, Jet Shares, Jet Management and Corporate Solutions customers. Ms. Kelly graduated from George Mason University.

Gallino Jeff Gallino
Chief Technology Officer
CallMiner

As Chief Technical Officer, Jeff Gallino oversees current product development and future product direction. Gallino was President and CEO during CallMiner’s first five years. During that time, he led the company to become an internationally recognized and award winning enterprise software company. Gallino has more than 18 years of experience delivering complex software and hardware solutions to enterprise and government customers. Prior to founding CallMiner, Gallino was Director of Business Alliances and Integration at ThinkEngine Networks, Inc., a speech recognition hardware manufacturer. Prior to ThinkEngine, he directed a national consulting practice for Hitachi and at Grant Thornton LLP. Gallino was a Captain in the United States Air Force, where he served in various capacities, including distinguished service at the Pentagon, and as a squadron communications officer. He holds a BS degree in computer science from the United States Air Force Academy.

JeffJohnssonJeff Johnson
Vice President of Sales
Attensity

Jeff leads the company’s sales operations in The Americas and brings to Attensity over 20 years of sales and sales management experience in the software industry. In his role, Jeff is responsible for driving all sales initiatives, presales, channel development and directing Attensity’s growing sales force toward continued sales growth of the company’s expanding enterprise-class product portfolio. Jeff joined Attensity from Business Signatures, acquired by Entrust in 2006, a Silicon Valley start-up which pioneered business solutions that prevent online fraud and provide a reliable online customer experience. Prior, Jeff was VP of Sales at Tealeaf Technology and Luminate Corporation. At Luminate Jeff led worldwide sales and was also responsible for worldwide sales operations, professional services and field marketing. Prior to Luminate, Jeff was Vice President of Sales at Poet Software, and he has led sales teams at Lotus Development, Oracle and Wang Laboratories.

Jeff holds a Bachelor of Science in Business Administration from Eastern Michigan University.

Joe_JacoboniJoe Jacoboni
CEO
Contact Centers of America

Joe Jacoboni founded Contact Centers of America in 2007 to address the critical shortcomings he observed in the contact center industry, an industry in which he is a pioneer. Recognizing the failures of offshoring and growing customer dissatisfaction with outsourcing, Joe founded CCA to bring jobs back to America! A senior executive, primarily in the technology industry for the past 20 years, Joe was the Founder and CEO of Software Support, Inc. ("SSI"), the first third-party call center performing technical support for the personal computer industry, where he was awarded Entrepreneur of the Year. SSI grew from a staff of two in July 1991 to a company that employed over 1,100 people and generated $25 million in annual revenue when the company was sold for $32 million. Joe has held numerous senior level management positions for several fast-growing, profitable companies, such as Western Digital,Raytheon Data Systems, Maynard Electronics/Archive Corporation and Businessland.

kenfisher Kenneth Fisher
VP Customer Care Service
CVS/Caremark

Kenneth Fisher is Vice President of Customer Care Service for CVS/Caremark. CVS/Caremark is a fortune 25 company and is the nation's premier integrated pharmacy services provider, combining one of the nation's leading pharmaceutical services companies with the country’s largest pharmacy chain. The company fills or manages more than one billion prescriptions per year, more than any other pharmacy services provider. Ken has been in service positions for over 20 years; primarily focused in the financial services and healthcare sectors. Within CVS/Caremark he is responsible for Customer Care Client Relations and Project Implementations providing strategic support for Customer Care’s seven inbound call centers and oversight of external vendors. The centers handle over 50 million calls per year and have the highest top-box satisfaction scores in the history of the company.

Ken holds an undergraduate degree from Howard Payne University. He plays an active role in his community, as an advocate of CVS/Caremark and as a local business owner. He has been married for 18 years to his wife Rebecca and has two daughters. His enjoyment away from work includes time with his family play tennis, golf and scuba diving.

lisajones Lisa Jones
Supervisor, Group Retirement Services Call Center
Sun Life Financial

My career working in call centres started a short 19 years ago making outbound calls for a collection agency. My career with Sun Life Financial began in 2004 and I haven’t looked back since. I enjoy working in such a fast paced, structured environment where you never know from one minute to the next where the next conversation will take you. My first year I was a front line Customer Care Representative, (CCR) learning the Group Retirement Service (GRS) business. In 2005 I joined the management team as a Customer Solution Specialist handling delicate issues and helping our customers with these situations. I was very proud of our team as recipients in both 2007 and 2008 of the SQM World Class Customer Satisfaction award. In 2008 my personal goal of becoming a Supervisor for a team of CCRs was attained. In 2009 the Sun Life Financial GRS CCC was the recipient of the World Class Certification Award for Call Resolution and Customer Satisfaction and I personally received the World Class Certified Supervisor of the Year Award.

lynnoneillLynn A. O’Neill
Assistant Vice President – Project Management
New York Life Ins. Co.

Lynn is the Assistant Vice President- Customer Experience at New York Life Insurance Company in Tampa, Florida. Lynn’s 30 years Insurance Industry experience focuses specifically within the Contact Center Environment. She lead the New York Life Contact Center in becoming certified as a “Center of Excellence” from the BenchmarkPortal Center for the last five consecutive years. New York Life received 2007 “Call Center of the Year” award from IQPC. Lynn won a gold medal at the 2008 Call Center World America’s and silver medal at the World Competition.

Lynn’s role is managing and leading all aspects of Customer Experience’s 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.

maurasullivanMaura Sullivan
VP Customer Loyalty
Zappos.com

Maura grew up in the Bay Area and received a degree in Anthropology. She started with Zappos in Sept. 2003 in the call center that was about 20 people strong. Over the last 6 years she has helped grow and develop the call center to the 400 seat operation it is today. She feels extremely thankful to be a part of such a service focused company, in both employee and customer, and looks forward to what the next 6 years will bring.

melissaokeefeMelissa O'Keefe
Director, Customer Service
Netflix

Melissa is currently the Director Customer Service for Netflix, Inc. She came into the CS role with a multi-disciplined background of 15 years in Human Resources plus three years in Production and Quality management with industry experience ranging from public sector, manufacturing, and high tech. Based in Oregon, Melissa and her team are responsible for delivering customer service and technical support for over 11 million Netflix members nationwide.

eubanks Michael Eubanks
General Counsel and SVP
AEGON Diect Marketing Services

Michael Eubanks is the Senior Vice President and General Counsel for AEGON Direct Marketing Services. He is responsible for managing the Law Department for AEGON’s direct marketing division, which operates worldwide. Michael’s responsibilities include litigation, regulatory affairs, market conduct exams, government relations, advertising compliance, and call center compliance, as well as direct marketing issues involving telemarketing, direct mail, Internet, TV advertising, and more. Michael has more than 20 years of legal experience in the insurance industry, and more than 10 years of experience with direct marketing.

Michael and his team of 14 attorneys work with a number of outside law firms as well as government agencies, including responding to subpoenas from both the FTC and FCC regarding telemarketing matters. Michael’s team advises internal and external clients on the legal aspects of the state and federal do-not-call laws, the established business relationship exceptions, telemarketing policies and practices, and the development and utilization of telemarketing scripts. He has interfaced with the law firms of Arent Fox, DLA Piper, and Davis Wright Tremaine regarding telemarketing litigation and arbitration. Michael earned his Juris Doctor Degree in 1985 from Creighton University and has BA Degrees from Loras College of Iowa. He is a member of the American Bar Association, the Iowa State Bar Association, the Nebraska State and Federal Bar, and the Defense Research Institute.

kulik Michael S. Kulik
Director of Marketing & Business Development
Bucher + Suter

Michael S. Kulik joined Bucher + Suter as the Director Of Business Development in September, 2008. Prior to working for b+s, he was a Product Manager for seven years at Cisco Systems' Customer Contact Business Unit. Michael managed Cisco's Contact Center Enterprise and Intelligent Contact Manager solutions while also being closely involved in sales and partner activities. Before working for Cisco, he served as the Chief Network Engineer for customer contact at Fidelity Investments in Massachusetts. Michael's extensive experience in telephony systems and Cisco's contact center products is one of the reasons he is a key member of the Bucher + Suter team.

mistyhall Misty Hall
Vice President Operations
Chase Student Loans

Misty Hall is a Vice President of Operations for JPMorgan Chase & Co’s Student Loan Division. Hall is responsible for the business lines service and contact center operations. She is also a member of several of the business Operating Committees.

Prior to being named Vice President with JPMorgan Chase & Co, Hall was the Director of Service and Communications at a student lending firm offering specialized lending options for students and parents.

Hall has spent over a decade in financial services. She has focused and specialized most of her career in Operations Management, Product Support/Development and Strategic Communications. Her operational oversight includes functions such as contact center, off-shore, at home support, warehouse, quality control and BOP. In addition, she served as the business lead for the local economic development board and played a key role in contract negotiations bringing new jobs to the community.

richradDOxRichard Cox
Vice President Customer Experience
Orbitz Worldwide

Richard Cox, Jr. is Vice President Customer Experience for Orbitz Worldwide, a leading global online travel company that uses innovative technology to enable leisure and business travelers to research, plan and book a broad range of travel products.

Richard is an experienced Executive with a track record of successfully implementing best practices and developing effective systems and metrics resulting in cost savings and world class customer satisfaction. Richard’s has expertise in transforming service cultures and aligning processes to drive customer satisfaction. Richard is an experienced leader with domestic and international experience in Contact Centers, Technical Services and Supply Chain Management.

Richard received his M.B.A. from Kennesaw State University, after receiving his B.S. from Liberty University. Richard also studied Systems Dynamics at MIT.

stephendawsonStephen Dawson
Director of Communication and Strategic Planning
The Heritage Company

Stephen has been in the teleservices industry with The Heritage Company for over 10 years, with responsibilities including IT management, telecommunications, facilities, management training, agent training, strategic planning, regulatory compliance, and quality control. He has an MA in Political Science and has presented at multiple national and regional teleservices professional events. Stephen has served on the ATA South Central Chapter Board of Directors since 2005.

StephenArnoldStephen Arnold
Director, Voice of Customer
CUNA Mutual Group

Stephen Arnold serves as the Director for the Voice of the Customer for CUNA Mutual Group. He is responsible for leading the team that integrates Voice of Customer and analytically derived market, segment, and account strategies to drive volume and retention. He also ensures resources are deployed to drive business results and works with Product, Sales, and Operations to ensure Voice of Customer and segment analytics are leveraged for maximum value-added and business impact.

Stephen joined CUNA Mutual in 2006, and has had a number of roles, including Project Management Consultant, Business Manager in Sales, and most recently, Strategy Manager for the International Division. He assumed his current role in January 2009.

Prior to joining CUNA Mutual, Stephen held project management roles for Epic Systems Corporation and Stratagem Consulting, both located in Madison.

Stephen holds a Bachelor’s Degree in economics and biology from the University of Wisconsin-Eau Claire, and a Master of Business Administration (MBA) Degree from the University of Wisconsin. He also is a 2008 graduate of the CIVITAS program. The group believes people of good will and ability are more likely to become involved in their communities if they understand how local government operates.

Stephen works in CUNA Mutual’s home office of Madison, Wisconsin. 0109 ©

stevekaaySteve Kaay
Vice President of Call Center Operations
US Auto Parts

Steve Kaay has been leading innovative contact center operations for more than 25 years. Formerly with Vonage, Gateway and Intuit; Steve has filled his toolbox with best practices and an enrolling leadership style. Currently residing in Manila as Administrative Country Manager and Vice President of Call-Center Operations for US Auto Parts; Steve leads a growing dynamic organization that is flourishing in the midst of a very tough economy.

whitcraftTish Whitcraft
SVP of Customer Experience and Operations
MySpace

Tish Whitcraft is a true customer experience maven. Currently responsible for global customer experience and support operations at MySpace, Tish’s career has been filled with amazing companies delivering great customer experiences. Before MySpace, Tish was the vice president of global customer care at Yahoo for five years. While at Yahoo Tish lead all global customer operations for Yahoo’s 850MM users in 48 markets, including contact center operations, customer technology, customer experience vision and strategy. At MySpace for about one year, Tish has assembled a talented, passionate Help team geared toward understanding and improving the end-to-end MySpace user experience. When she is not taking great care of the MySpace community, Tish enjoys music, golf, food, wine, real estate, travel, biking on the beach, spending time with friends and most importantly walking her dogs.

Maureen Triolo Photo Maureen Triolo
Director
AT&T Credit & Collections

Maureen is a Director in the Credit and Collections organization. She is currently responsible for performance management of Business and Consumer Receivables Management functions outsourced to multiple vendor sites across the country. She has been employed by AT&T since May 20, 1982 and has held various positions in Network Operations, Billing Operations, Internal Center Operations and Finance.

Michelle Craft
VP Marketing
CallMiner

Michelle Craft is responsible for CallMiner’s global marketing initiatives, including public relations. She has more than 20 years of senior marketing management experience, including MIVA, Inc. (NASDAQ: MIVA), formerly Findwhat.com; Royal Dutch Shell (NYSE: RDS.A); and Fibernet Telecom (NASDAQ: FTGX), and has 13 years experience in cable TV ownership and operations. Craft began her career at the National Cable TV Association in Washington, D.C and won a “Best of Show” Addy® in 2006 from the American Advertising Federation for the state of Florida and Caribbean for an innovative 104-page retail planner and micro site she produced, linking paid search ads to retail holidays. She holds a BA in Politics/Business from the Catholic University of America.

vanialively Vania Lively
Vice President – Business Development
NCO Customer Management

Vania Lively is a skilled leader with over 20 years of experience in designing, building and driving high performance teams in the customer service & collections call center industry. Vania has been with NCO Financial Systems, Inc. in a variety of operational roles for the past 13 years, heading multiple contact center operations. Currently, Vania works on the Telecommunications and Utilities Outsourcing Operations team, responsible for the performance of approximately 2,000 employees working on 8 different clients. In addition to performance, Vania oversees a strategy and analysis team which offers value for NCO clients by providing reporting and forecasting, consultative support around portfolio and operational strategy, and in-depth insight into customer and portfolio behavior. Prior to her tenure at NCO, Vania worked for Citigroup Diners Club managing call center and correspondence teams. Based on her years of industry experience, Vania has cultivated a skill-set as an effective operations leader adept at cultivating a cooperative team culture centered on accountability, proper execution, and integrity.

williambleuel William H. Bleuel
Professor of Decision Science
Graziadio School of Business and Management Pepperdine University

BSEE, Carnegie Mellon University;
MS, Statistics, University of Rochester;
PhD, Industrial Engineering, Texas A&M University.

Blog: www.thecustomerinstitute.blogspot.com

Business/Academic Experience

Dr. Bleuel’s expertise lies in the quantitative aspects of business. He specializes in the measurement and analysis of business operations, call center operations, customer satisfaction, customer loyalty and customer retention. He acts as an expert witness in the area of intellectual property.

He has held senior positions in engineering, marketing and service management at Xerox, Taylor Instrument Company and Barber Colman Company. Dr. Bleuel has also had experience as general manager in two start-up companies that he co-founded.

His second textbook, After the Sale has replaced his first book, Service Management. He has been the Franz Edelman Award winner for The Institute of Management Sciences; he received the Armitage Medal from the Society of Logistics Engineers, and the Patton Publication Award. He became a Luckman Distinguished Teaching Fellow at Pepperdine in 1996.

olivette whipple Barry Ratzlaff
Director Service Operations
Hyundai Motor America

Barry J. Ratzlaff is a 25-year automotive industry veteran and has spent his entire career leading quality and service initiatives for both domestic and Asian brands. In his current role as Director of Service Operations for Hyundai Motor America (HMA), his responsibilities include overall leadership for vehicle service, parts administration and consumer affairs. Mr. Ratzlaff first joined Hyundai in 2006 as Director of Product Quality. In his tenure, Hyundai has ascended to the top of the J.D. Power and Associates Initial Quality Study (IQS), topping all other non-premium brands in 2006 and 2009. Hyundai improved to rank fourth in a leading consumer publication’s 2010 Manufacturer Scorecard based on a combination of reliability and vehicle test results.

Prior to joining Hyundai, Mr. Ratzlaff was employed by DaimlerChrysler from 2000 through 2006 where he served as Director of Proactive Quality at Chrysler Group headquarters in Michigan and Assembly Plant Manager in St. Louis, Mo. Under his leadership, Chrysler Group implemented a methodology for vehicle engineering system teams to define best practice components for optimizing quality and cost. The St. Louis Assembly plant achieved a rare “double win” in 2006 when the minivan built at the plant won the “Best in Segment” award in J.D. Power and Associates IQS and the plant also achieved the “Harbour Award” for “Lowest in Segment“ assembly hours per vehicle.

From 1997 to 2000 Mr. Ratzlaff was employed with Toyota where he managed the Quality Assurance and later the Quality Control teams for the start of operations at Toyota Motor Manufacturing, Indiana. The Toyota Tundra, built at this plant, earned the “Best-in-Segment” award in the J.D. Power and Associates Initial Quality Study in its first year of production. The plant is recognized as a benchmark for new assembly plant start up.

He began his career in 1984 at the General Motors Wentzville Assembly Plant, near St. Louis, Mo. His initial assignment was a developmental rotation as a CO-OP student. His career at GM Wentzville progressed through a series of responsibilities through 1997. His last position with the company was Manager, Paint Department Process Engineering and Maintenance.

Mr. Ratzlaff earned a Bachelor of Science in Industrial Administration & Finance from the General Motors Institute of Engineering & Management (now named Kettering University) in Flint, Mich. He later earned a Master of Business Administration from the Olin School of Business at Washington University in St. Louis, Mo.

Ratzlaff resides in Newport Beach, Calif. with his wife and two boys. He also has a daughter attending Drury University in Springfield, Mo.

Hyundai Motor America, headquartered in Fountain Valley, Calif., is a subsidiary of Hyundai Motor Co. of Korea. Hyundai vehicles are distributed throughout the United States by Hyundai Motor America and are sold and serviced through almost 800 dealerships nationwide.

Allen-BerreyAlan Berrey, Vice President Emerging Solutions, Soundbite

Alan Berrey works with SoundBite’s clients and prospects on how to optimize campaign results by incorporating text messaging into their overall customer communications strategies. He is a frequent speaker at collections industry conferences and has considerable domain expertise in mobile messaging. Alan is the founder and CEO of Mobile Collect, a mobile communications solutions provider and pioneer in Free-to-End User (FTEU) text messaging, which was acquired by SoundBite in February 2008.

Prior to creating Mobile Collect, Alan worked as Vice President of Strategy for a global leader in text message processing. He also spent ten years developing mission critical Internet applications for several global consumer brands. Alan served as a communications Sergeant in the US Army, 75th Airborne Ranger Regiment. He earned a BS in Computer Science from Brigham Young University and a MS in Business from Carnegie Mellon University.

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