SOCAP International

Speakers


Benoit_VickiVicki Benoit
Director of Customer Care
Air Canada

Vicki is an airline industry leader with a blend of experience that includes customer service, strategic planning, airport operations and corporate transformation projects. She started her career with Air Canada 30 years ago as a Call Centre agent and is now the Director of Customer Care, where she promotes a passenger-centric culture. In 2016 she took on the mission of transforming how employees communicate with customers, particularly when things go wrong. She believes this quote from Maya Angelou embodies the essence of customer care: “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Vicki is a Montrealer who loves to travel for both work and pleasure. This experience helps her to tap into the needs and expectations of airline customers. www.aircanda.com

Bouthilet_AmyAmy Bouthilet
Program Director
Alta Resources

Amy has been with Alta Resources for over 10 years, serving in various roles, including Trainer, Quality Assurance Manager, and most recently, Program Director.  She has over 17 years of organizational development and training experience, with an emphasis on leadership and employee development. In addition, Amy has an extensive quality background and a personal passion to deliver an exceptional consumer experience. Whether in a corporate support role or in direct management of a consumer care team, Amy has a proven track record of increasing consumer satisfaction scores through the utilization of Six Sigma. Amy facilitates Six Sigma White Belt Training for organizations looking to increase consumer satisfaction through process improvement. Amy studied Organizational Communication at the University of Wisconsin – Eau Claire.  She is MBTI® certified and has completed leadership development and customer service training programs through AchieveGlobal.

Brown_MarshallMarshall Brown
Founder and CEO
Marshall Brown & Associates

Marshall Brown is a career and executive leadership coach known for his passion for growth, and laser like focus on results. He is the founder and CEO of Marshall Brown & Associates, one of the leading international coaching and leadership development companies today. Marshall believes that everyone has the capacity to succeed; through his intuitive and unique coaching techniques, he enables people to take hold of their inner power and unleash the champion within them. As a result, he has helped countless individuals, teams, and organizations hone their skills, thus reaching 100% optimum performance. Everything he does is results-driven and success-oriented.


Byrd_KellyKelly Byrd
Founder and President
KBC Coaching

Kelly Byrd is the Founder and President of KBC Coaching, specializing in Executive Coaching and Corporate Leadership Culture development. He also serves as the VP of Leadership Development for Sweetwater Sound, a $500,000,000 music equipment and pro audio retailer in Ft Wayne, IN.


Caras_RonnaRonna Caras
President
Caras Training

Ronna Caras is a sought-after speaker, instructional designer and trainer. She and her team are known for bringing humanity back to telephone, live chat, and email interactions. Blending instructor-led, team-leader-led, and eLearning programs, she helps companies of all sizes to sound right and say the right things.

Cordova_SallySally Cordova
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. She has been with McKee since 2003 after 25 years in the retail food industry. Sally has developed the “perfect storm” for her approach to management, training, and coaching with a positive attitude and delivers the information in an optimistic way. She 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 for the past 37 years. Her goal is to motivate and inspire trainers, managers, coaches, and front-line agents to be successful!

Dichter_JasonJason Dichter
Vice President of Business Development
Wilke Global

Jason Dichter is the Vice President of Business Development at WILKE GLOBAL focusing on CRM, Social Media, WEB/ Text Chat and Item Locator Solutions. Prior to working at Wilke Global, Jason was a Director of Sales at TARGUSinfo where Jason led sales teams focusing on selling real-time data analytic solutions to outsourced contact centers, direct response and consumer packaged goods companies. Jason sat on the board of the Philadelphia SOCAP chapter for many years and has been a speaker at various SOCAP local chapter events and industry user groups since 2002.

George_AlexAlex George
Chief Technology Officer
Astute Solutions

Alex George is the Chief Technical Officer at Astute Solutions. He is passionate about using technology to improve people’s day to day lives. As an evangelist for what's possible, Alex helps grow Astute's capabilities in technology, strategic partnerships and new business models.

Grimm_CynthiaCynthia 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.

Janusz_TedTed Janusz
Master Trainer and Client Ambassador
Shepard Presentations

Mr. Ted Janusz has delighted audiences for over 4,500 hours (including over 750 full-day seminars) in 49 of the 50 United States (lone exception: Wyoming), from Halifax to Vancouver, and in Puerto Rico. His work has been featured on sites like Business Week.com and MSNBC.com.  He was also invited to appear on Geraldo at Large on the FOX News Channel. After a nationwide search, Janusz was selected to conduct “eBay University” for eBay at mega-sites across the country.  Ted is a runner who has covered over 35,000 miles – 1.5 times around the globe! Janusz is a member of the National Speakers Association. As a former professional entertainer, Ted performed at over 400 events.  Ted says, “If I lecture at my attendees, they don’t retain the information.  However, if they help write the script, they do.”

Jarbou_KhalidaKhalida Jarbou
Director
ForeSee

Khalida leads a team of enterprise account managers focused on nurturing client partnerships across industries such as finance, retail, health care, telecommunications and many others. Her team assists clients navigating the voice of customer and customer experience at all levels of their organizations.  They strategize and ensure the clients receive the insights they need to make the big business decisions.

During her eight years with ForeSee, Khalida has also had firsthand sales experience, working with clients including AT&T, Citibank and Microsoft. Prior to joining ForeSee, she managed and expanded accounts for ePrize, Quicken Loans and others.


Kitchell_Silvestri_DebbyDebby Kitchell Silvestri
Senior Manager of Consumer Affairs
Edgewell Personal Care

Debby has worked at Edgewell Personal Care and its previous affiliates, Energizer and Playtex Products, since 1996. Prior to this, she held the position of Consumer Relations Supervisor with Reckitt Benskiser.  She has been a SOCAP member since 1986. Her primary responsibilities include Contact Center Management, Global Consumer Contact Support and Reporting and Communications oversight.


Martinez_ChrisChris Martinez
Founder
Idiomatic

Chris is the Founder of Idiomatic (www.idiomatic.io), a company that uses artificial intelligence to help customer care teams work smarter. Their AI layer gives companies customer driven ways to improve their customer experiences by mining textual data to automatically understand and categorize conversations with customers at scale. This lets companies systematically know what their customers are saying and how they can improve. Prior to Idiomatic, Chris founded and ran data for Glow (www.glowing.com), a leading publisher of mobile health apps for women. Glow was spun out of HVF, Max Levchin’s (a co-founder of PayPal) startup studio, where Chris was an Entrepreneur-in-Residence. Previously, Chris spent many years camped at Stanford, racking up a BA in math & computer science from Stanford University, a JD from Stanford Law School, and an MBA from the Stanford Graduate School of Business.

McKee_JudyJudy McKee
Chief Executive Officer
McKee Consulting

Judy McKee is a nationally known motivational speaker, seminar leader, sales trainer and author. Her personal philosophy of motivation through education and commitment shines clearly throughout her presentations. She is the creator of the LAMA technique used the world over for in Call Center Communication programs. Judy is the Co-Author with Sally Cordova, of The Positive Coach Approach. Her book The Positive Coach Approach is available on AuthorHouse and her new edition of the Sales Survival Guide is just released.


McMiller_KimKim McMiller
Vice President of Customer Experience
24-7 Intouch

As Vice President of Customer Experience, Kim provides strategic and innovative thought leadership to our partners, identifying value added services, efficiencies, and industry best practices. She partners with internal teams to support client objectives and build a solid, high performing team. Kim bring an extensive background with the Consumer Packaged Goods industry, having worked with Kraft Foods for over 25 years. She maintained global responsibility for operations, including back office activity, contact center outsourcing partners, training, telecom, and front-end system solutions. Kim is also an active member of SOCAP, serving in multiple capacities including Chairman of the Board. She has a BA degree in Journalism with an emphasis in Public Relations.


Munoz_PatrickPatrick Munoz

Founder and President
The Voice Zone

Patrick is founder and president of The Voice Zone, a Voice and Speech Consulting Firm based in Los Angeles. He is a member of the Voice & Speech Trainers Association of America, and has coached for top-rated TV series Without a Trace, LA Dragnet & KC Undercover.  He has also coached for movies including Hostage and Van Helsing. Patrick is currently the Voice & Speech Coach for Disney’s Stuck In The Middle. Patrick has a private practice in West Hollywood and works with clients all over the world. Students include Penelope Cruz, Eva Longoria, and New York Times’ Bestselling Author Alan C. Fox.  Patrick is a graduate of Dartmouth College and Temple University and has been featured in Backstage Magazine and The Los Angeles Times.

Nicholson_PatPat Nicholson
Vice President of Business Development
Alta Resources

Pat joined Alta Resources in 1995 as a sales program director. Today, he is an integral part of Alta’s growth strategy by developing relationships with prospects, maintaining a network of key business partners and leveraging Alta’s integrated solutions to solve critical business challenges. As an active member of SOCAP International and current Board Director, Pat is able to bring a unique perspective to client partners and prospects to maximize the customer experience – CX. Pat spends a lot of his time learning about new technologies and assessing trends to see how they fit into customer care and work for clients and prospective clients. Pat balances his work with his family life and hobbies, such as running and sports fandom. An alumnus of the University of Wisconsin - Madison, he bleeds Badger red, cheering his team onto football and basketball success.

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. Her course, "How to Write a Customer Service Email" launches in March 2017 and "How to Write to Customers in Social Media" launches in November 2017. She's the author of the book “Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.”

Oswald_LisaLisa Oswald
Senior Vice President of Customer Service
Travelzoo

Lisa P. Oswald is Senior Vice President, Customer Service at Travelzoo. She leads a global portfolio including customer and client services, product operations and voice of the customer programs in support of Travelzoo’s 28 million members worldwide. Whether as a change agent creating best-in-class service cultures or an operations expert building the most efficient customer service organization in an industry, she creates value for companies and consumers. Lisa was recognized as Customer Service Executive of the Year by American Business Awards in 2013 and for Excellent Customer Service in 2014 and 2013 by British Travel Awards. Her voluntary leadership ties together her love of the arts and her community. Since 2012, she has served as a Commissioner of the Arts in her hometown of Hastings-on-Hudson, NY. When she is not working, she is in the studio making art (she is a monotype artist). Lisa has been a SOCAP member since 2011.

Rippy_DougDoug Rippy
Software Solutions Evangelist
Astute Solutions

Doug Rippy, Astute Solutions. Doug has been working in the consumer services industry for more than 17 years helping customers find ways to use process and technology to build better relationships with their consumers. He has worked as a consultant with customers to implement contact center solutions and has been head of development building consumer focused solutions. His current role of Software Solutions Evangelist allows him to work with existing customers, partners, and prospects to understand the ever-changing needs of consumer brand companies and bring solutions to the market to meet those needs.

Scardina_SalenaSalena Scardina
Senior Vice President of Customer Experience
Sweetwater Sound

Salena Scardina has spent her career focused on the customer through innovative and differentiated service, experience, and engagement. She is the Senior Vice President of Customer Experience at Sweetwater Sound, the nation’s leading retailer of music instruments and pro audio equipment. She is charged with identifying opportunities at all levels of the organization to deliver a world-class experience with raving fans. Prior to Sweetwater, Salena held multiple positions at McDonald’s Corporation over her 15 years of service under the Golden Arches including the Director of U.S. Customer Experience & Insights and held similar roles at the handbag and accessory company, Vera Bradley. Salena earned her undergraduate degree at Monmouth College and holds an MBA from Benedictine University.

Stockwell_GregGreg Stockwell
Social Media Team Leader
Alta Resources

Greg is a 2007 graduate of University of Wisconsin- Madison with a Bachelors in Journalism. He joined Alta in 2012 focusing on social media customer care and oversaw social media team growth from 14 specialists in 2013 to 25 specialists currently who manage 1.5M social media contacts handled by team in 2016, up from 180,000 in 2013. Greg guides integration of marketing campaigns and consumer care, resulting in client’s consumer care center being recognized for the first time ever in major internal marketing award.


Taylor_AaronAaron Taylor
Vice President of Customer Care
Spokeo

Aaron Taylor is Spokeo’s Vice President of Customer Care. In this role he oversees the delivery of consistent and customer-centric service to their customer base. Aaron is a certified Six Sigma Green Belt and frequently lecturers at various industry events. He is an ongoing contributor to industry publications such as Contact Professional Magazine and Destination CRM. Over the past decade, Aaron has also provided a wide-array of call center/customer care consulting services to organizations including, The City of El Monte, GE Capital, Superior Engineering, LifeStyle Lift and many others. Aaron serves on the Board of Directors for the Southwest Regional Chapter of SOCAP (The Society of Consumer Affairs Professionals); he is also President of the Board of Trustees for the First United Methodist Church of Glendale and serves as a Director for the John Wesley Society Memorial Foundation.

Thompson_KellyKelly Thompson
Director of Sales Support and Account Management
Telerx

Kelly Thompson has been in the Contact Center industry since 2010. Her passion for discovering and sharing best practices make her the perfect fit as Director of Account Management and Sales Support for Telerx Marketing. In this current role, she focuses on business strategy, including competitive analysis. Throughout her career, Kelly has worked for Consumer, Healthcare, Financial and Personal Service organizations such as Nutrisystem and Merrill Lynch. She is motivated by helping organizations achieve “Best in Class” service recognition and Omni-channel growth.

Mrs. Thompson’s strong interpersonal communication skills allow her to effectively communicate with Customers and Consumer Care leaders. Kelly has a B.A. in Communication Studies, with a minor in management.  Kelly also holds a M.A. degree in Communication Studies and currently serves as the VP of Membership of SOCAP’s Greater Philadelphia chapter.


Threet_TimothyTimothy Threet
Instructional Designer
IHG

Timothy Threet began working at the Charleston, SC IHG contact center in November of 2008 as a Reservations Agent (and with no real intention of sticking around for long). Almost a decade later, he is now in his sixth position with the company as Instructional Designer, maintaining Induction training, intranet news articles, and a knowledge base for Guest Relations, Senior Case Managers, Executive Liaisons, and Social Media Representatives. An expert in adult learning and contact center education, he has studied and worked extensively with micro-learning trends and philosophy over the past 14 months. Every chance he gets away from work, he is hiking with his wife, Kristin and their dog, Millicent.

Wilke_MikeMike Wilke
President
Wilke Global

With 35 years of hands on experience, Mike is one of the true pioneers in the field of consumer affairs technology. In addition to providing strategic leadership to Wilke Global Mike brings his unparalleled expertise in consumer affairs software, work process, and automation to bear on our clients most challenging problems.

Wilsie_JoshJosh Wilsie
Senior Solutions Engineer
Noble Systems

With 12 years’ experience including implementation, system engineering, and system design for contact centers, Josh Wilsie is an accomplished professional in the communications technology industry. As a Senior Solutions Engineer at Noble Systems, Josh works with current and future clients to determine tailored deployments featuring omnichannel contact center, workforce management, and analytics technologies to accomplish their goals. Josh began is service with Noble as Implementation Director in March 2008, also serving 2 years as Systems Engineer before his current position. Prior to Noble, Josh worked as Software Support Specialist at Amcat, which merged with Noble in 2007.


Ziff_BethBeth Ziff
Vice President of Operations
Premiere Response

Beth Ziff has handled millions of contacts across multiple industries (including CPG, food, consumer electronics, and healthcare) over the years. Strategically, she strives to deliver optimal service to clients and their customers. Her teams are best-in-class when it comes to replicating culture, building loyalty and delivering on brand promises. She loves a good crisis and has helped swells of companies manage through high volume events. Traditionally, Beth is Vice President of Operations and Client Services at Premiere Response, a division of American Customer Care. In a past life, she was Chairman of SOCAP International and a past President of the SOCAP NY Metro Chapter.

Zoloth_ChrisChris Zoloth
Director of Customer Experience Optimization
IHG

Chris joined IHG in 1991, starting in hotel operations, then after 10 years, moved into various corporate support roles. Currently, as a Director of Customer Experience Optimization and supporting IHG’s global contact center operations, Chris is responsible leading teams that develop agent process and create the training curriculum to support the global contact center teams across, sales, service and loyalty.   A global company with 12 hotel brands. With over 5,000 hotels and nearly 744,000 rooms in nearly 100 countries around the world, IHG knows hospitality. IHG’s vision is to become one of the great companies in the world by creating Great Hotels Guests Love. IHG will deliver this through our portfolio of preferred brands, our talented people and best-in-class delivery systems. At the heart of our culture is a commitment to act responsibly in everything we do.   Chris was a graduate of Washington State University with a BA in Hotel & Restaurant Administration.

SOCAP's 2017 Symposium 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 3, 2017. No cancellations or refunds after April 3, 2017. Substitutions will be gladly accepted at no charge until April 3, 2017. A $175 fee will be charged on any substitutions made after April 3, 2017. 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 Symposium, 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.