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SOCAP 2012 Symposium - Session Speakers

2012 Symposium: Breakout Session Speakers

David Baldwin has 25 years of experience in the development and implementation of quality systems within the Food, Medical Device and Consumer Products industries. He has had success leading change in a manufacturing as well as a corporate setting. He has expertise in FDA and USDA Regulations, Recall and Crisis Management, cGMPs, HACCP, ISO 9001 and GFSI-SQF certification schemes. Throughout his career, Dave has worked at Kraft, Reckitt Benckiser (formerly Reckitt and Colman), where he supported not only develop of quality systems within the Durkee-French Foods division, but also quality improvements for Reckitt’s many consumer products. Beyond Reckitt and Colman, Dave served in corporate quality leadership roles with Vlasic Foods International and Playtex Products. He Joined Pinnacle Foods in March of 2003. Dave holds a Bachelor of Science Degree in Food Science from The Pennsylvania State University. He is active in the American Society of Quality and has earned several certifications through ASQ including Certified Manager of Quality and Organizational Excellence, Certified Quality Auditor and Certified Quality Engineer. He is a member of the Board of Directors for the New Jersey Food Processors Association. Dave lives with his wife and two children near Pinnacle’s corporate office in Cherry Hill, New Jersey.
Michael Biondo is Vice President of Customer Operations for Clear Channel Radio. In his role, he uses over 15 years of Technical Services, Call Center and Customer Relationship Management to design and implement the overall support strategy. Prior to joining Clear Channel Radio, Biondo led Technical Support Operations at ESPN and served in various Customer Support leadership roles at AT&T and XO Communications. Biondo recently received a Stevie Award for “Customer Service Leader of the Year”.
Michael Boudreau has been with Eli Lilly & Co for 10 years. During this time, Michael has been with The Lilly Answers Center and held the following positions: Technology Trainer for Call Center Applications, Workforce Management Professional, and currently serves as Manager -Workforce and Information Management (WFIM) Team. Prior to working at Eli Lilly Michael worked at a CRM company as a Technology Trainer and Change Management Specialist working on various call center projects. As the WFIM Manager, Michael is responsible for agent and call center metrics, real-time workflow management, CRM Database updates, staffing forecasts and vendor management for off-site call centers.
Sally Carlson is the Director of Customer Support for Customer Solutions. Since joining Roche Diagnostics in 1997, Sally had led a wide variety of initiatives in Customer Solutions, including both Operations and Continuous Improvement teams demonstrating an excellent balance of project and people focus. Sally has participated in several FDA inspections and the associated improvement work sets during her tenure. She currently leads Customer Support, which handles over one million contacts annually. Sally is an active member of SOCAP, including the medical service and Pharma community. She is a graduate of DePauw University with a Bachelors of Art in Health and Physical Performance.
Leo Dodds is Director of Safety Compliance at Janssen Research & development, LLC. Leo is aware of regulatory policies and how they benefit patient safety for the products people use. Leo has 20 years of pharmaceutical experience both in the US and internationally, in many areas of operations. He has worked both as a consultant to the industry and as an employee to major pharmaceutical companies. In his role leading a large contact center, he implemented a number of leading practices to promote customer engagement and service.
Nancilyn Folkerts is Director of Consumer Relations at Bimbo Bakeries USA. Nancilyn has been with the company for 19 years and began her career with Maier’s Bakery. For the last 16 years, Nancilyn has led the Consumer Relations Department. Under her direction, it went from covering one regional brand to over 60 brands. Nancilyn successfully merged the Consumer Relations function of several companies over the years: Maier's Bakery, Stroehmann Bakeries, George Weston Bakeries, Bimbo Bakeries and most recently the Sara Lee fresh bakery business. Nancilyn is the VP of Membership for the Greater Philadelphia Chapter of SOCAP. She is a member of Bimbo Bakeries’ Global Digital Collaboration Team, Crisis Management Committee and the Food Safety & Quality Steering Committees. She assisted the Legal Department in the creation of Bimbo Bakeries’ Social Media Policy & Guidelines. Nancilyn enjoys event planning and spending time with her husband, Shaun and their daughter, Madelyn.
John Goodman is Vice Chairman and co-founded TARP at Harvard in 1971. He has managed more than 1,000 separate customer service studies, including TARP's White House sponsored evaluation of customer service in government and business. He has also led studies of word of mouth and word of mouse (on the Web) and the bottom-line impact of consumer education. The American Management Association published his book, “Strategic Customer Service”, in May, 2009. He has assisted more than 40 of the Fortune 100 companies in service and Voice of the Customer initiatives.
Dana Haller is a Senior Manager at the Kellogg Company with over 20 years experience in both the business and scientific aspects of the food industry. Dana received her degree in Chemistry and started her career at Kellogg’s as an Analytical Chemist. She later had the opportunity to work as a product developer, sensory scientist, and market researcher. Dana’s passion for translating consumer input into relevant and impactful business decisions led her to a Brand Service Steward Position in Consumer Affairs in 2011. She currently manages a team of Consumer Affairs professionals that support brand communications on several Kellogg’s® and Keebler® products.
Suzanne Henricksen currently leads the Consumer Affairs department for The Clorox Company, a Fortune 500 company. She has been with Clorox for 5 years, starting in Global Insights as a research manager on brands ranging from Armor All to Brita water filtration. Henricksen’s strategic expertise and leadership skills have led to her recent move to Consumer Affairs where she has set 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. Henricksen has an MBA from Thunderbird School of Global Management and currently resides in San Francisco with her husband and spoiled cat, Cali Sushi.
Scott Hirsch is Vice President of Business Development at Get Satisfaction, an online community platform that builds strong relationships between companies and their customers. Scott is responsible for strategic partnership development with a focus on CRM and social platform integrations, as well as distribution partnerships. Prior to joining Get Satisfaction, Scott was co-founder of a boutique strategy consultancy that brought design principles to exploration of greenfield products and business models for global 1000 clients. His clients included Rodale Publishing, Telefonica, Nokia, and British Telecom.
  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.
Chip Horner is Worldwide Director of Global Consumer Affairs at the Colgate-Palmolive Company. His organization leads consumer services in over 100 countries. You might know him as 2001 Chairman of SOCAP International - and has since addressed Association meetings on best practices in consumer care in Europe, Canada and Brazil. Chip joined Colgate in October 2006. Professionally, his early years were spent in marketing such popular consumer products as Listerine Antiseptic and Trident Sugarless Gum at the Warner-Lambert Company and Pfizer.
Jeanne Jones serves as the Director, Consumer Affairs for ConAgra Foods. Reporting to the Chief Global Quality Officer, she has responsibility for the consumer experience, including driving actionable insights for the organization, ensuring early notification of trends impacting food safety and quality, implementing closed loop processes and directing cross-functional continuous improvement initiatives. She has a diverse background that includes over 20 years in operations management, including senior management and director level positions with Fortune 500™ companies such as Ameritech Cellular and Sprint PCS. Jones holds national certifications through the American Society of Quality (Certified Manager of Quality and Organizational Excellence) and the American Production and Inventory Control Society (Certified in Production and Inventory Management), along with a Master of Arts in the field of Leadership Studies and a Masters Certificate in Project Management.
Michelle Mitchell has been with InterContinental Hotels Group for 13 years. Her current role is Customer Care Operations Manager, overseeing employees in 5 offices globally. Customer Care has recently been awarded the Stevie Peoples Choice award for favorite customer service. Her time with the company has included new hire and ongoing training, team management, hotel opening, and hotel service culture training.
Melanie Neumann, Esq. is an experienced manager in PwC's global food safety practice. With more than 13 years of advisory experience in food regulatory compliance matters, Melanie advises food, beverage and consumer products manufacturers, distributors, retailers, and other raw material supply chain participants in such areas as food and consumer safety, product recall, crisis and business continuity management, traceability, food defense, social media and enterprise risk management/organizational resilience. Prior to joining PwC, Melanie was Vice President, Crisis Management & General Counsel for RQA, Inc., a global food and consumer product safety consulting company. She has also served as in-house counsel for Hormel Foods Corporation and The Schwan Food Company overseeing food and advertising law as well as intellectual property and corporate governance. Melanie earned her law degree from William Mitchell College of Law, graduating magna cum laude and specializing in intellectual property. She is also near completion of a master's degree in Food Safety from Michigan State University. In her spare time, Melanie is an avid runner and triathlete. She has completed eleven marathons and two Ironman triathlons.
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 problem-solver 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.
Lynn Reilly is the Director of Consumer Relations with Pinnacle Foods Group LLC. With over 15 years of consumer engagement experience, Reilly and her team are an integral part of Pinnacle’s consumer strategy, ensuring that recognition of consumer loyalty coupled with extraction of consumer insights are at the forefront of every interaction. Reilly is an active SOCAP member and serves on the Consumer Packaged Goods committee. She holds a Bachelor of Science degree in psychology from Towson State and a Masters in Corporate Communications. Prior to joining Pinnacle in 2007, Reilly was with Bayer Healthcare for 10 years.
  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. Shapiro has been interviewed by The New York Times, the Associated Press, The Wall Street Journal, the Boston Globe, Newsday, The Today Show, ABC World News Tonight and CBS News as an industry expert. He holds a Bachelor of Science degree in Marketing from the University of Bridgeport. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business.
Amy Showalter is founder of The Showalter Group and helps associations and corporations increase their grassroots and PAC effectiveness. She is the author of the just-published ”The Underdog Edge: How Everyday People Change the Minds of the Powerful. . . and Live to Tell About It” (Morgan-James). Over 3,000 government relations professionals subscribe to her Roots of Success newsletter. Amy has a BA in Political Science from Wright State University and an MSA in Human Resources Administration from Central Michigan University. She and her husband, Randy Boyer, co-exist with their two Siberian Huskies, Houdini and Jackson, and Finnegan the mystery dog in the greater Cincinnati area.

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.

  Evan Shumeyko has close to 20 years of experience building, leading and optimizing customer facing teams in all aspects of the business. He currently leads Ogilvy Strategy’s Connections Practice – the team that helps Ogilvy clients such as American Express, IBM, and IHG have meaningful and valuable interactions with customers in order to increase customer loyalty and ensure the brand promise. Evan’s experience spans telecommunications, technology, financial services, media, and hospitality industries. At Ogilvy, Evan’s responsibilities include developing dialogue strategies that provide tailored treatments for unique customer segments and applying social media principles to improve relevancy and transparency in the customer experience. Underpinning all of his work is an ability to deliver innovation, especially in the form of digital thinking, to all client engagements.
Jack Sullivan possesses over 17 years of consumer affairs experience within the consumer packaged goods industry. He currently manages operations functions for Unilever with staff in the US and Canada. Prior to this, he held several positions managing teams focused on leveraging the consumer insights and building brand relationships. He has been a member of SOCAP for over ten years and holds a master’s degree in human resources education.
  Robert Wendover has been researching and writing about workforce trends for more than 20 years. He currently serves as Managing Director of the Center for Generational Studies. Mr. Wendover has authored the Center’s training curriculum Generations: Understanding Age Diversity in Today’s Workplace. His nine books include: Crossing the Generational Divide, On Cloud Nine: Weathering the Challenge of Many Generations in the Workplace, High Performance Hiring, High Performance Recruiting, Two Minute Motivation: How to Inspire Superior Performance, and Handpicked: Finding and Hiring the Best Employees. Mr. Wendover’s education includes degrees in psychology, education and industrial arts. He served on the management faculty of the University of Phoenix for more than ten years. His clients include IBM, KPMG, Discover Card Services, Shell Oil, International Dairy Queen, Kaiser Permanente, CITGO, Chevron USA, the Food Marketing Institute, Searle Pharmeceuticals, Super 8 Motels, Ace Hardware, Major League Baseball, the Professional Golfers Association and a host of other household names, government agencies, and educational institutions.
Tom Wiester was first appointed Vice President of Quality Assurance & Food Safety for WhiteWave Foods in April 2007.  Tom leads the Food Safety, Quality Assurance, Technical Services, and Compliance functions for WhiteWave and also serves as Chair of the company’s Crisis Committee, which is responsible for managing a wide range of issues to help mitigate risk for WhiteWave and all of its stakeholders. Throughout his career, Tom has overseen quality operations in as many as 40 company-owned facilities and 30 co-manufacturing facilities across the globe. He manages critical regulatory, customer and consumer communications related to food safety events and partners with the Food and Drug Administration on current issues. Previously, Tom was the Vice President of Global Quality Assurance & Food Safety for Campbell Soup Company and held leadership positions with Rockies Brewing Company and Fleischmann’s Yeast. Tom is an active member of the International Association for Food Protection, Institute of Food Technologists, and the American Society for Quality. Tom earned his B.S. degree in Chemical Engineering from Drexel University and a professional certificate in fermentation technology from the Massachusetts Institute of Technology. He also achieved a Six Sigma Black Belt certification.


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