2011 Annual Conference: Banner

2012 Annual Conference: Breakout Session Speakers

2012 Annual Conference: Breakout Session Speakers

Ronna Caras is President of Caras Training and a sought after speaker and trainer with more than 20 years developing training that has had lasting positive impact on companies of all sizes. She is known for innovative, real world solutions to employee development challenges.
Matt Cockell is the Senior Vice President of Sales & Marketing at 24-7 Intouch, a multichannel contact center outsourcer. Matt’s primary focus is on growth and retention initiatives for new and existing customers, as well as the overall branding strategy for 24-7 Intouch service offerings. Working closely with the Operations and Executive Teams, he has brought innovative services to our customers including live chat, mobile chat, and social media engagement. Matt has a strong and diverse professional background in the telecommunications and contact center industries. Since joining 24-7 Intouch in 2007, he has played an integral role in creating long-term client relationships, managing strategic partnerships and developing best practices in contact center operations.
Michele Crocker, affectionately known as the "Call Center Doctor", has over twenty-five years of experience driving customer focus and profitability inside large multi-national corporations including Herbalife, UPS, Brittish Airways, DHL and Cable and Wireless. She has served globally as a senior customer facing leader in Consumer Affairs, Global Contact Centers, Organizational Development, Human Resources, Strategy and Training. Her consulting practice focuses on planning and executing change initiatives to deliver "wow" customer service while driving revenue growth and cost savings simultaneously. Actively involved in the call center and consumer affairs industries, Michele has won numerous Center of Excellence awards, presents as a keynote speaker and is active in SOCAP. She can be reached at mc@castlefordgroup.com or www.castlefordgroup.com
  Loraine Dartnell is a consumer affairs professional with over 16 years’ experience in the Australian public and private sectors. She has worked in utilities, tourism, welfare and finance and is currently Head of Service Improvement - Group Customer Relations at the Commonwealth Bank of Australia and a member of the Board of Directors of SOCAP Australia. Loraine has worked on ‘both sides of the fence’ having spent 6 years with an industry Ombudsman, as well as running customer experience portfolios in a number of businesses. She believes that whilst compliance with Government regulation can be expensive, it can also be a key driver in developing sustainable business through fair outcomes for consumers.
  Alena Galante brings more than 20 years industry experience with companies such as Schering-Plough, Organon Inc., Warner-Lambert, Pfizer, and Johnson & Johnson. She held progressively responsible roles in the pharmaceutical industry with a sense of purpose, passion, and integrity.  Her diverse background includes process and operations expertise in pharmaceuticals, over-the-counter (OTC) consumer healthcare products, and medical devices. Fulfilling domestic and global roles in Manufacturing, Quality Assurance, Regulatory, Validation, and Contact Center Operations, her well rounded background in the business provides a unique skill set that sets her apart from others.  She has hands-on experience dealing with regulatory issues such as consent decrees, product recalls, FDA inspections, Health Canada privacy inspections, and more. She consistently delivers global compliance excellence in strategic planning and operations by defining standards and procedures with a realistic and practical approach that are sustainable over time to assure quality, integrity and compliance to the satisfaction of global regulatory authorities.
  Suzanne Henricksen currently leads the Consumer Affairs department for The Clorox Company, a Fortune 500 company with over 30 brands. During the last year Henricksen defined a new vision and strategy to transform the organization into a growth center which will maximize consumer delight, invigorate internal partnerships, and deliver growth for The Clorox Company. As a part of this work her team has driven meaningful service, process & systems enhancements, particularly in the social media space, in order to achieve their long term vision by 2015. Henricksen has an MBA from Thunderbird School of Global Management and currently resides in San Francisco with her husband and spoiled cat, Cali Sushi.
Jon Hockman is a facilitator, strategist, trainer, and executive coach with more than 20 years experience helping organizations and their people thrive. He is the principal of The D3 Group, a firm that partners with the senior leaders of national and international organizations to create bigger impact with more focused resources and effort. It’s about helping clients focus on the right work, not the busy work; leverage resources, not spend them; and, expand individual and team capacity, not build reliance on consultants. Clients end up with a bigger bang and a leaner resource requirement. Among the organizations that have worked with The D3 Group are: American Chemical Society, American Institute of Architects, American Society of Association Executives, Materials Research Society, National Parks Conservation Association, US Chamber of Commerce, US Department of Education, US Food and Drug Administration, Federal Emergency Management Association, and the World Bank.
  Esther Lopez is a Customer Experience Management professional with extensive Process Improvement experience and a balanced resume that includes hands-on service operations throughout a variety of service value streams from Fortune 100 companies. While leveraging her deep operations knowledge and experience, she has focused on expanding her continuous process improvement skills throughout her career. As a Six Sigma Master Black Belt at Cross Country Home Services, she has developed an integrated Customer Experience Model based on the understanding that customers need and expect change. She aligns process improvement methodologies and initiatives with insights from the Voice of the Customer, using analytics to uncover the customer DNA, as Customer Experience Management best practices continue to evolve.
  Paul Makurat serves as a Managing Director of Customer Care at Alta Resources.  Paul has more than 15 years of customer care experience with some of the best-known brands in the world. Paul led the implementation for one of the largest direct-to-consumer continuity clubs. He has been a key leader in driving Alta Resources’ Strategic Mandates by integrating global resources and providing customer care through new channels. Paul received his Bachelor’s degree in Industrial/Organizational Psychology with a minor in Organizational Communication from the University of Wisconsin-Oshkosh. Paul also serves as a Six Sigma Advisor at Alta Resources and earned his Six Sigma Green Belt through the Juran Institute.
  Barb Meyers has worked for Airgas since 1987 in various capacities including project management, acquisition integration and data conversions, change management, HR, IT, Finance, Sales, Distribution, Supply Chain and Retail Operations. Until 2008, Barb was a Regional Vice-President of a $325M Airgas operating company in the Northeast. In the National role since 2008, Barb has built and led an initiative that has created a “culture of service” at every level of the organization. For this $4.7B company that has acquired over 450 companies, with 15,000 associates and over 20 individual operating units, this has been an amazing journey and extraordinary success.
Jacob Morgan is the Principal and Co-Founder of Chess Media Group a management consulting and strategic advisory firm. Chess works with organizations interested in deploying emergent social and collaborative strategies and technologies to solve customer, partner, and employee facing business problems. Jacob is the author of an award winning blog called Social Business Advisor which is ranked as one of the 100 most influential blogs by AdAge. Jacob has also been featured by Zdnet, WSJ, USA Today, Inc Magazine, Read Write Web, and others. Currently Jacob is working on a book for McGraw Hill all around collaboration within the enterprise. When Jacob is not speaking or consulting he is traveling or playing racquetball. You can also connect with Jacob directly via Twitter @JacobM.
  Leslie O'Flahavan is principal of E-WRITE. She has helped thousands of people learn to write well for online readers. She has developed and delivered customized writing courses for customer service agents, help desk staff, web content contributors, marketers, demographers, activists, federal employees, and teachers. O'Flahavan is a problemsolver for all the writing-related challenges faced by contact centers. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. O'Flahavan is the coauthor of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.
  Gary A. Pudles is the President & CEO of AnswerNet—a full service provider of Inbound, Outbound and Ebound call center solutions. He has won the prestigious “Ernst and Young Entrepreneur of the Year” award and has led AnswerNet to Inc. Magazine’s “Inc. 500” List of America’s Fastest Growing Private Companies.
  Richard Shapiro is the Founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business.
  Marie Shubin is the Director of Global Consumer Relations at E&J Gallo Winery. The Gallo Consumer Information Center is the Voice of the Consumer at Gallo, and provides service to consumers around the world regarding over 100 wine, spirits and wine beverage brands. The Consumer Information Center is central to the execution of many CRM and Quality initiatives. Marie has been an active member of SOCAP since 1993. From 1995-2000 Marie served on the Board of Directors as Chairman of the Membership Committee developing the new member orientation and buddy programs. She was instrumental in founding the Food & Beverage Community and Data Reporting Workshop. Now serving another term on the Board of Directors, Marie is a conference presenter and CRM contributor. Marie has a Bachelor's degree in Education from Arizona State University and an MBA from Western International University.
  Christien Smeja is a Senior Client Success Manager at Marketwire, a leading provider of social media monitoring, analytics, and communications. He currently oversees the strategic relationships of some of the top Fortune 500, including leading consumer packaged goods, technology, automotive, and advertising companies. Christien has published social media educational videos, but most recently is recognized as the lead speaker in the “Beyond the Numbers” webinar series. His area of expertise includes strategic direction planning, user adoption, and data analysis of the Sysomos platforms. Christien has a BBA from Wilfrid Laurier University and resides in Toronto.
  Micah Solomon has been named by The Financial Post as “The New Guru of Customer Service Excellence.” He specializes in bringing company cultures and results in line with 21st century realities in a way that feeds the bottom line. He’s renowned for building his company, Oasis Disc Manufacturing, from a one-man basement operation into a market leader in the independent entertainment field—a story well known to readers of Fast Company, Success Magazine, Inc. Magazine, Seth Godin’s marketing bestseller Purple Cow, The Atlanta Journal-Constitution, and the other outlets where profiles and case studies about Micah have appeared. He was also an early investor in MacSpeech, the Apple-related voice recognition startup recently acquired by Nuance. Micah has been called on by Inc. Magazine in recent months in an expert capacity for their Customer Service Makeover and is called on by Entrepreneur, The Boston Globe, Los Angeles Times, Bloomberg BusinessWeek, and other media outlets in similar roles. He appears and speaks on Wall Street Journal Radio, Forbes.com, and ABC and NBC television programming. He is a sought-after keynote speaker and adviser to corporations and professional organizations.
  Dawn Stevenson is a results-driven visionary leader with over 17 years of highly successful management experience in Retention, Customer Service, Inside Sales, Training, QA, Technical Support and Collections/Fraud Prevention. Dawn is a creative, resourceful and committed professional with a proven track record of success in assuming increasing levels of responsibility. Dawn has worked in various industries including the Service Contract/Insurance, Online Media and Postage supporting both B2B and B2C environments. Dawn is currently the Director of Customer Care at Stamps.com (STMP) where she is responsible for ensuring that the 400,000 small business, Enterprise, and High Volume shipping customers receive stellar customer support. Dawn is an Officer on the Board for the Southwest Regional Chapter of SOCAP International as the VP of Locations and Events. Dawn received her Bachelor’s degree in Journalism from Eastern Illinois State University and her Master’s in Spiritual Psychology from the University of Santa Monica. In her free time, Dawn enjoys downhill skiing and exploring all the natural beauty of California.
  Sheila Sullivan is the Director of Global Consumer Affairs for Coty Inc., an emerging leader in global beauty and fragrance. She established a Consumer Affairs department for Calvin Klein Cosmetics in 1992 and expanded it across 8 additional fragrance licenses when the company restructured under Unilever Cosmetics International (UCI) In 2005, Coty acquired UCI and Ms. Sullivan was invited to create a consumer engagement program across their 50+ brands and licenses including adidas, Calvin Klein, Chloe, Davidoff, Marc Jacobs, Madonna, OPI, philosophy, Playboy, Rimmel London, Sally Hansen, David and Victoria Beckham, and Lady Gaga. She aligns global Consumer Affairs teams to strategic business initiatives, engaging consumers in 90+ countries and delivering cross-functional insights across multiple disciplines.
Aaron Taylor is Vice President of Customer Care for MyLife.com. Aaron has over 15-years experience building and managing world-class Customer Care organizations and has held senior level positions at companies like eHarmony.com, Stamps.com and GEINE Consulting & Outsourcing where his clients included House of Blues, Fortis, Perot Systems and many others. He is a Six Sigma green-belt and has provided a wide-array of call center/customer care consulting services to companies/organizations like, The City of El Monte, GE Capital, Superior Engineering and many others.
Katherine Thompson has over 16 years of experience in the contact centre industry with responsibilities for sales performance and client relationship management. Prior to joining Transcom, Katherine worked as a Senior Specialist with TELUS responsible for key relationships within Canada’s Big 5 banks. Katherine is recognized as a strong and passionate voice for the contact centre industry and has been asked to speak on a variety of topics including At Home Agents, Mobile Workers, Global Sourcing and Canada’s brand in the global BPO industry. Katherine currently sits on the Board of Directors of the Greater Toronto Contact Centre Association, is a regular contributor to Contact Management Magazine and will host an upcoming web series focusing on Canadian leadership in the Contact Centre industry.
  Holly Tiessen has spent her career engaging clients and colleagues. From her early days selling IBM hardware solutions to her current adventure in employee recognition at Achievers, Holly has inspired hearts and minds to blaze new trails and deliver impactful results. After completing her MBA, Holly built her sales and people leadership skills at IBM in various client facing roles. For 14 years IBM graciously fed Holly’s thirst for taking on “the next” challenge. After having built new businesses and many client relationships, Holly jumped from Blue Chip to Start up. Now at Achievers, she has found the perfect mix of challenge and passion as she works with clients to engage employees and inspire performance.
Nygel Weishar has worked with many worldwide organizations/agencies assisting in the development and deployment of social media strategies. In his current role, he manages and develops the national social media customer service team for Scotiabank as well as provides real-time social media reporting for executive offices within the company. Recently, Nygel has presented at conferences such as iABC, CSMNY, and Socialize on the topics of social media engagement and analytics.
Stephanie Whittingham is the Manager of Customer Support at Group Commerce, overseeing and facilitating customer support for over 15 e-commerce clients. She has joined the Group Commerce team after over 10 years in retail management, where she had firsthand experience in developing excellence in customer service. At Group Commerce, she has been able to apply this knowledge to a scaling customer support program across multiple clients with a variety of consumer bases. Stephanie has a Bachelor of Science in Family Studies from the University of Connecticut and an Associate in Applied Science Degree in Fashion Merchandising Management from the Fashion Institute of Technology.
  Josh Winkler is Director of Client Services at HGS, a world leader in Customer Relationship and Business Process Management. Josh joined HGS in early 2011, bringing with him more than 13 years of experience in customer care and satisfaction, process and workflow improvement, and sales. At HGS, Josh is responsible for new business acquisitions, client satisfaction, retention and development, strategic partnership alignment, strategic implementation, and project coordination, working closely with clients to achieve their specific business goals and objectives. Josh holds a B.S. degree in Management and an MBA from the University of Illinois at Springfield.


2011 Annual Conference: Cancellation Policy


Cancellation Policy:


Refunds for cancellations must be made in writing (via email or fax) to the SOCAP National Office.  A processing fee of $250 will be charged on refunds received on or before September 14, 2012. No refunds after September 14, 2012.  Substitutions will be gladly accepted at no charge until September 28, 2012.  A $150 fee will be charged on any substitutions made between September 28 and October 5, 2012.  No substitutions after October 5, 2012.  Registration transfers to future meetings will not be accepted.

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