Scott Buday, Global Quality Implementation and Tools Leader, General Motors
Scott Buday is a contact center professional having spent over 15 years in the industry in multiple roles. He has worked in both financial services and automotive industry. He has spent the last 4 years working for General Motors in their Global Connected Customer Experience group where he helps support their global contact center quality system. He has recently help launch sites in Thailand, Brazil, Australia and Canada in addition to implementing internal quality and external quality processes in those markets. Scott has a bachelor’s degree from Western Michigan University in Organizational Communications.
Karen DiFabio, CAPM, Manager of Consumer Relations, E. & J. Gallo Winery
Karen DiFabio believes everyone is your customer, including employees. Karen’s training experience extends from working as a master trainer at Fortune 500 companies to running an IT help desk and Project Management Office at a regional grocery chain. She is currently the manager of Global Consumer Relations at E. & J. Gallo Winery. Karen’s passion for excellence in Leadership is demonstrated in her volunteer work coaching younger generations to be future leaders. On the weekend, you’ll find Karen kayaking with her husband, enjoying her Koi pond or stalking her sons and daughter in laws in social media.
Cynthia J. Grimm, Chief Customer Experience Officer, CX Solutions
Cynthia J. Grimm is Chief Customer Experience Officer for CX Solutions (formerly TARP Worldwide, Inc.). Ms. Grimm has worked in customer experience measurement and improvement as a practitioner, researcher and consultant for more than 30 years. In her work with CX Solutions she has assisted hundreds of companies with quantification of the value and ROI of customer experience improvement, enhancing the Voice of the Customer process, and developing balanced approaches to measurement that drive action within an organization. Ms. Grimm is a national speaker and author on customer experience improvement. She has a BS degree in Management and Consumer Science from the University of Maryland; MBA from George Mason University.
Pierre Marc Jasmin, President & Founder, Services Triad
With almost 25 years of experience in the customer relationship industry, Pierre Marc Jasmin is the founding president of Services Triad, which he started in 1996. His creative talents and facilitating skills have helped him develop solutions with his clients to better manage their contact centre environment. With the support of his team of consultants, he has served a large spectrum of clientele. More than 300 mandates and close to 100 benchmarking studies are part of his curriculum.
Kristopher Moore, Assistant Vice President of the Consumer Command Center, L'Oreal USA
10 plus years of B2B and B2C Customer Support Experience with a Master’s Degree in Business Administration. Currently AVP of Consumer Care Center for L’Oreal USA overseeing engagement and support operations for the groups Consumer Products Division.
Marie Shubin, Sr. Director Consumer Relations & Sensory Operations, E&J Gallo Winery
Marie Shubin is the Sr. Director, Consumer Relations and Sensory Operations at E&J Gallo Winery. Marie’s long career has blended her formal education as a teacher, extensive experience working in both supermarkets, technology, healthcare and consumer products manufacturing with a passion for service excellence. She has developed customer care curriculums and trained thousands of individuals in face to face and contact center programs for B2B and B2C environments. She advocates deploying technology to improve operational effectiveness in the contact center while maintaining the human interaction and personalized service. Marie has been active in SOCAP since 1993 as a Chapter Officer and Board member. She led the launch of the CPG Industry Community and the Data Reporting Workshop and was the 2015 Chairman of the SOCAP Board.
Allison Stauter is Senior Manager, Customer Service at Travelzoo, responsible for call center operations, training, quality and customer experience for Travelzoo’s 29 million members worldwide since 2011. Allison has a relentless focus on providing the best service to members and has helped Travelzoo achieve a 90+% CSAT rating. She loves making customers happy, and has been doing just that for more than 20 years in customer service with leading travel brands like Priceline.com and Travel Solutions. She is on the board of directors of the SOCAP Chicago Chapter since 2013. Outside of work, Allison is an inveterate restaurant goer, and relishes discovering new dining spots across the US and Europe. She cares deeply about dogs, and just recently adopted a rescue Cocker Spaniel named Penny.
Barbara Sweat is the Sr. Manager of Corporate Quality and Training at C3i Solutions. She has over 20 years of professional Learning and Development experience. She is a VitalSmarts certified facilitator of Crucial Conversations, and Influencer. In April 2017, Barbara shared an overview of Crucial Conversations with members of SOCAP’s Chapter Leaders community.
Barbara has trained hundreds of contact center employers and leaders in various industries including finance, non-profits, consumer packaged goods, pharmaceutical and direct marketing firms. She believes the key to being an effective L&D professional is connecting learning content to relevant, real life situations. This belief has yielded widespread success measured by the accomplishments of those she has taught, coached and mentored. Her favorite training topics include Change Management, Conflict Resolution and Customer Service Excellence.