SOCAP International

Speakers


Janet ArrowoodJanet Arrowood, President, The Write Source

Janet Arrowood has been a writer, technical editor, and writing trainer for over 35 years. Janet is a mathematician by degree, an engineer by training, and a writer by profession. She specializes in training professionals to write in “plain English”; proposal and grant writing and training; writing government and military communications and solicitation materials; technical and professional writing; and presentation skills training. In addition to her training, editing, and writing expertise, Janet brings both engineering and military backgrounds to her work. She served as an Army Signal Corps Officer, a member of the technical staff at MITRE, and a staff engineer at Martin Marietta and NATO. She holds a degree in Mathematics from Vanderbilt University and has completed graduate level courses in Operations Research at George Washington University. Janet Arrowood founded The Write Source, Inc., a woman- and veteran-owned small business, in 1993.


Jason-AydelottJason Aydelott, Director of Learning & People Development, Premiere Response

Jason Aydelott has been building engaging training solutions for companies in various industries for over 20 years. He has developed and delivered customer service, sales, and tech training to all levels from corporate leadership to frontline employees. Always striving for innovation, he has helped to drive contact centers from purely instructor lead to blended learning environments. Jason can speak just enough Spanish to be able to hold a conversation with his mother-in-law, albeit with an accent that makes his 9-year-old son laugh. He also enjoys using his Bachelor’s Degree in English by writing words like, “albeit."


Maria BurnMaria Burn, Consumer Relations Digital Analyst, PepsiCo

Maria Burn is a trilingual (Spanish, English, Portuguese) digital marketing professional. She is currently, working as a Consumer Relations Digital Analyst for PepsiCo, Inc. specializing in Social Media Listening and Analytics. Prior to joining PepsiCo, Maria worked as a Social Listening Analyst at the Walt Disney World Company. While at Disney, her role involved utilizing various listening tools to gather social media data for reporting and gaining insights about the latest trends in social conversation. She is a relationship builder, leader and innovator. Maria has a passion for multiculturalism and a deep understanding of how consumers use and engage across social media platforms.


Sally CordovaSally Cordova, Partner, Author and Lead Trainer, McKee Consulting

Sally Cordova is a Partner, Author, and Lead Trainer with The LAMA Training by McKee Consulting. Her personal philosophy of education and commitment through positive expression comes clearly throughout her Training Programs. Sally brings 40 years of experience with her into every class, 25 years’ experience in the retail food industry and 15 years with McKee Consulting. Sally strongly believes that effective communication is the most important ingredient to the success in every aspect of business. Sally’s intention is to carry on the strong tradition that McKee Consulting has been teaching since 1979. Her goal is to motivate and inspire trainers, managers, coaches, and front-line agents to be successful at work and in life. Her client list includes such notables as Spokeo, Aetna, Johnson & Johnson, Radial, Toastmasters International, and Intercontinental Hotel Group (IHG).

Lisa DiehlLisa Diehl, Consumer Advocacy Manager, Blue Diamond Growers

Lisa Diehl leads the Consumer Advocacy Team with Blue Diamond Growers – the Almond People, residing in Sacramento, California. Along with managing staff in Sacramento and Montreal, she is also a member of the BDG Corporate Communications Council, as well as, a member of the BDG Crises Management Team. Lisa has over 30 years of experience in Consumer Affairs and has held a variety of managerial positions. Lisa is presently serving on the SOCAP National Board of Directors, and is the current Board Chair-Elect. She is also the Board Advisor for the SOCAP Education Committee. In addition, Lisa serves on the CPG Steering Committee, as well as, is the Vice-President of Technology and Communication for the NW Regional Chapter.


Shannon Finn-ConnellShannon Finn-Connell, PhD, EmTeeGee Partners

Shannon began her career at Procter & Gamble where she worked for ten years in global marketing roles, leading organizations in China and Latin America. Shannon has held senior management positions with other Fortune 100 corporations such as Royal Dutch Shell and Gillette. In 2004, she was named Vice-President, Customer Insights & Market Development for SYSCO Corporation. Over the past 10 years, Shannon has been a management consultant focused on marketing and strategy. She is also an Adjunct Professor of Management, teaching at Rice University and Aurora University. Shannon presents on Innovation and Design Thinking at conferences around the world.

John GoodmanJohn Goodman, Vice Chairman, Customer Care Measurement and Consulting (CCMC)

John Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The American Management Association published his book, “Strategic Customer Service”, in May, 2009.  This book has been translated into four other languages and reach number 1 on Amazon.Japan.com business books. His book, “Customer Experience 3.0”, was published in 2014. Over the past 40 years, John has managed more than 1,000 separate customer service, voice of the customer and customer experience studies for 45 of the Fortune 100 where a key focus was quantifying the payoff of enhanced quality and experience. His research fostered the conventional wisdom, “It costs five times as much to win a new customer as to keep one.” and “Twice as many people hear about a bad experience as a good one.”


Keith HarlowKeith Harlow, Director of Retail Membership, NACS

Keith Harlow is a 12-year veteran of NACS, having worked closely with the association’s retail membership for the past six years by leading membership recruitment and retainment initiatives. Harlow began his career at the Society for Human Resource Management, the premier professional association for human resource professionals. He has a B.S. in business management and is also a certified facilities professional. With more than 25 years of experience with membership organizations, Harlow shares his insights on leadership and key learning opportunities for convenience store operators that are designed to help them compete and thrive in today’s dynamic c-store landscape.


Todd HIxonTodd Hixson, Director of Workforce Management, VIPdesk Connect

Todd has around 20 years contact center management experience, working for Travelocity, Intuit and Cabelas prior to joining VIPdesk Connect. 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 optimization limits while focusing on delighted customers & engaged employees. He has driven back-office practice, innovative skill based methodology (including social media) and cross functional “day in the life” workshops. His current projects include Omni-channel efficiency design & on demand flexible staffing modeling. He has served on industry advisory boards, consulted in industry standard definition and is a frequent industry speaker and blogger.

Thomas HudginThomas Hudgin, President, Wilmington Quality Associates

After working 30 years in the pharmaceutical industry in senior management including the opportunity of being a co-founder of Glaxo, now known as GlaxoSmithKline, a pharmaceutical company based in North Carolina, he retired in 1991 and formed his own company, Wilmington Quality Associates. With Bachelor’s Degrees in chemistry and mathematics from Muskingum University and an MBA in marketing from Xavier University, he specializes in successful business management implementation. His focus is helping companies improve competitive performance by teaching effective leadership skills, improving company image, developing highly motivated employees and creating delighted customers. He is a licensed pilot, a retired Commander in the US Navy, an accomplished recorder player, and has sailed a 38-foot ketch across the Atlantic to Europe. And just to keep him off the streets, he currently lives on a farm in western North Carolina where he raises llamas.


Christina KilgoreChristina Kilgore, Consumer Relations Associate Manager, Quaker Foods North America, PepsiCo

Christina Kilgore is a consumer relations marketing professional with over six years of experience. She currently works as a Consumer Relations Manager for Quaker Foods North America within PepsiCo, Inc. She specializes in identifying the voice of consumers and customer relationship management. Before joining the PepsiCo team Christina worked as a Senior Account Executive at iris Worldwide. While at iris her role involved creating marketing campaigns for small businesses selling SAP software and vendor management. She is a leader, relationship builder and creative critical thinker. Christina has a passion for consumer satisfaction and an understanding of what consumers really want.


Elizabeth MeunierElizabeth Meunier, Consumer Experience Manager, Beech-Nut Nutrition

Liz is the Consumer Experience Manager at Beech-Nut Nutrition, a company based in Upstate New York that makes real food for babies. In her role she is responsible for managing the consumer engagement team and the VoC program, as well as developing and executing some loyalty and advocacy initiatives. She also serves as the corporate crisis coordinator where she has guided the company through a product recall and multiple PR crises. She is most passionate about the initiatives she has led to help Beech-Nut become a more socially sustainable company and active in their community.


O'Flahavan_LeslieLeslie O'Flahavan, Principal, E-WRITE

Leslie O’Flahavan, E-WRITE owner since 1996, helps customer care organizations for some of the world's biggest brands write better email, chat, social media and text to customers. She's a customer service writing expert who can help the most word-phobic frontline employees improve their writing skills, so they can do their jobs better. Leslie’s clients improve CSAT, reduce training cycles, improve productivity, and limit legal risk. Leslie’s recent projects include helping Marriott launch live chat for their Sales IT Support team, training Air Canada’s 150+ Customer Relations agents to write in the airline’s updated brand voice, and writing a Social Media Guidebook for Hawaiian Airlines’ Reservations agents. She's worked with thousands of customer service agents. Leslie is a frequent conference presenter and workshop leader. In 2017, Leslie became a Lynda.com instructor. She's the author of the book “Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.”

Sabrina ReidSabrina Reid, Consumer Relations Senior Manager - Quaker, PepsiCo


Sabrina Reid is a passionate Consumer Relations professional with 18 yrs of experience in optimizing customer care at large CPG organizations. Currently, she serves as a Brand Liaison and Sr. Manager of Consumer Relations at PepsiCo for Quaker North America. She develops strong, collaborative partnerships across business teams and exchanges information critical to building loyalty and enhancing consumer experiences.  As a learning and development enthusiast, she also supports PepsiCo frontline team members with continuous improvement and career pathing initiatives. Sabrina holds a BS in CMN from DePaul University and a Masters in Training & Development from Roosevelt University.


Lon SafkoLon Safko, CEO, Innovative Thinking, LLC

Lon Safko is a bestselling author, speaker, trainer, consultant, and is the creator of the “First Computer To Save A Human Life” as coined by Steve Jobs, Apple, Inc. That computer, along with 18 other inventions and more than 30,000 of Lon‘s papers, are in the Smithsonian Institution in Washington, D.C. This alone is a testimony to Lon’s creativity. Lon is the host of the world’s first PBS Television Special “Social Media & You...Communicating In A Digital World”. Lon has gone on to create numerous hardware and software solutions for the physically challenged, developed the first CAD software for civil engineers, designed the archetypes for the Apple Newton & Microsoft’s Bob Operating Systems, and is also responsible for those handy little Tool-Tips help-balloon popups!

Salena ScardinaSalena Scardina, Senior Vice President of Customer Experience, Sweetwater Sound

Salena Scardina has spent her career focused on service to customers through innovative and differentiated experience. She is the Senior Vice President of Customer Experience at Sweetwater Sound, the nation’s largest online retailer of music and pro audio equipment. Prior to Sweetwater, Salena held multiple positions at McDonald’s Corporation over her 15 years, including her last role as Director of U.S. Customer Experience & Insights. She also held similar roles at the handbag company, Vera Bradley. Salena earned her undergraduate from Monmouth College and holds a MBA degree from Benedictine University. She serves on SOCAP’s national board as well as local boards of the Greater Fort Wayne YMCA and Northeast Indiana Public Radio.

John StiegerJohn Stieger, CMO, Wilke Global

John Stieger is CMO of Wilke Global, the leading consumer affairs software provider to CPG manufacturers. Previously he held executive roles in consumer relations, social media, brand, and IT with P&G and Gillette. He also has tended bar, bagged groceries, painted fences, sold shoes and worked as a management consultant.




Josh Wilke, Director of Marketing, Wilke Global

Josh is a self-proclaimed data junkie and spreadsheet enthusiast. Prior to joining Wilke Global, Josh spent over a decade working in a variety of analytic roles. Accessing, understanding, and using data played an important role whether it was forecasting DVD sales at Lionsgate, quantifying subscriber demand for a title at Netflix, or optimizing workforce allocations at Sainsburys. Josh holds an MBA from the Fisher College of Business at The Ohio State University and an undergraduate degree from Carnegie Mellon University. He currently resides in central Ohio with his wife, daughter and big dog.


Max-YoderMax Yoder, Co-Founder & CEO, Lessonly

Max lives in Indianapolis serving as the Co-Founder and CEO of Lessonly. Max and Lessonly are focused on building and delivering training software that helps people do better work. Every day, Max is grateful for being cut from the basketball team two years in a row.







SOCAP's 2018 Professional Development Forum Cancellation Policy:
Refunds for cancellations must be made in writing (via email to socap@socap.org) to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before April 2, 2018. No cancellations or refunds after April 2, 2018. Substitutions will be gladly accepted at no charge until April 2, 2018. A $175 fee will be charged on any substitutions made after April 2, 2018. Registration transfers to future meetings will not be accepted. Social finale registration transfers will not be accepted.

Photography Notice:
Be aware that by participating in SOCAP’s Professional Development Forum, you are automatically authorizing the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs.