2008 Board Officers and Directors

OFFICERS
(One Year Terms, Expiring December 31, 2008)

Beth Thomas-Kim — Chairman
Director, Consumer Services
Nestle USA
Beth Thomas-Kim was named Head of Consumer Services for Nestlé USA in 2000 and, with the assistance of her team, successfully repositioned the Consumer Services function as a competitive strategic asset. As a result of this work, she was featured in an article in the Wall Street Journal. Since joining SOCAP in 1996, she has held several local chapter roles including president of the Southwest Regional Chapter, has spoken at many SOCAP conferences over the years, held several national board positions and is currently a member of SOCAP’s Resource Management and Executive Committees. Beth is pursuing an executive MBA at Pepperdine University.

Peter Edghill — Chairman-Elect
Manager, Contact Center Strategies
Chrysler Corporation
Peter Edghill has provided leadership in the design and operations of Chrysler Corporation’s contact centers since 1994. His 29 years of experience in Chrysler consumer affairs includes operational and technology responsibility for the Chrysler Customer Assistance Center in Rochester Hills, Michigan, as well as assignments for regulatory affairs, business planning and virtual governance of Chrysler’s contact center enterprise. Peter is a member of the SOCAP Executive Committee, Chair of the Resource Management and Automotive Summit Steering Committees, a member of the SANG Steering Committee and current Treasurer of SOCAP. He is a past President of the Great Lakes Chapter.

Susan Baranowsky — Vice Chairman
Director, Consumer Affairs
Campbell Soup Company
Susan has served as Director of Campbell's Consumer Affairs team since 1999. She is responsible for developing global corporate best practices, consumer-relationship building and aligning with key business partners to develop creative solutions that further brand strategy. Susan has been an active member of the Philadelphia Chapter of SOCAP since July 1999. She has served in various Chapter positions, including 2nd Vice President of Membership and President. She is currently Chair of the SOCAP Conference Committee, a member of the Resource Management Committee and has served in various capacities on SOCAP’s Board of Directors including one term as Treasurer.

Jeffrey Hagen — Treasurer
Director, Consumer Affairs
General Mill, Inc.
Jeff has served as Director, Consumer Services at General Mills for eleven years. He is responsible for the oversight of three contact centers that respond to inquiries from consumers and food-service customers, the technologies employed to support these centers, and the reporting/analysis of consumer contact information gathered during these interactions. He is currently the Chair of the SOCAP Publications Committee and a member of the Executive SANG Steering Committee as well as the Member Services Committee.

Cheryl Duwve — Secretary
Director of Accu-Check Customer Care/Diabetes
Roche Diagnostics
Cheryl heads Accu-Check Customer Care for Roche Diagnostic’s Diabetes Care and Point of Care Diagnostics divisions. Cheryl has spoken at the SOCAP Annual Conference. She currently serves as Chair of the Membership Committee, a member of the Executive Committee and a director on the Board of Directors.

DIRECTORS
(Three-Year Terms, Expiring December 31, 2010, except where noted)

Cheryl Holtzen
Customer Operations Manager
Omaha Steaks
Cheryl is responsible for administering the Omaha Steaks’ 100% Satisfaction Guarantee, advocating the Voice of the Customer and directing all aspects of Customer Care. She has served as a speaker at the SOCAP Annual Conference and at several chapter meetings throughout the country. She has also served on the Chapter Relations committee, the Research Committee and is a founding member of the Food and Beverage SANG Steering Committee.

Linnea Johnson
Director of Consumer Services
Unilever
Linnea has worked for Unilever for more than 25 years in Brand Management, Consumer Promotions and Consumer Services. She is responsible for the strategic leadership of the two Consumer Services contact centers in the United States and Canada. Linnea has been an active member of SOCAP for more than 10 years. She has served on the SOCAP Marketing Committee and has spoken at local SOCAP events as well as at the national conferences.

Sofie Lorenzo
Information Program Manager
Federal Citizen Information Center – U.S. General Services Administration
Sofie is FCIC’s senior liaison with federal regulatory agencies, consumer advocacy groups and private sector partners from healthcare and food-related industries. She advises clients on constituent issues and trends, identifies and fosters opportunities for strategic partnerships and works with clients to develop and implement educational outreach programs. Sofie currently serves as Vice Chair of the Chapter Relations Committee and as D.C. Chapter President. A member of SOCAP since 1999, she has also served on various SOCAP Committees and as Secretary of the DC Chapter. She has coordinated efforts for multiple speakers for conferences and the Food and Beverage SANG.

Kim McMiller
Associate Director, KNA Consumer Relations
Kraft Foods, Inc.
Kim began at Kraft as a Consumer Representative and has steadily progressed to her current position. She is responsible for the North America Contact Center and Global Practices. She is a class facilitator for a management and leadership program within Kraft, as well as its diversity program. Kim has been a SOCAP member for 18 years. She is currently a director on the SOCAP Board of Directors and the Vice President/Director of the Chicago Chapter SOCAP Board.

Tom Rocca
President
KPI Group, LLC
Tom’s firm provides a wide variety of consulting services for consumer affairs professionals and their companies, including outsourcer selection, RFP management and development, technology selection and federal, state compliance management. An active member since the early 1990's, Tom has been involved with a variety of SOCAP committees, has spoken at SOCAP national conferences and served as chapter president of the Northwest Regional and Atlanta Chapters. Additionally, he was a key support with the national SOCAP events in San Francisco and Denver. Tom has fun promoting SOCAP on his radio show: Talk About Service, www.talkaboutservice.net.