Chair

Jon Cox
Senior Consumer Affairs Manager
WellPet

 

Chair-Elect

Steve Ruffin
Consumer Care Manager
McKee Foods Corporation

Jon Cox is the Senior Manager of Consumer Affairs | Marketing for WellPet. He holds degrees from Southern New Hampshire University (MBA), Marshall University (MS) and West Virginia Wesleyan College (BS). During Jon’s 17-year tenure with WellPet, he has held responsibilities within manufacturing, product development and most recently, consumer affairs and marketing. Jon re-shaped WellPet’s CX group, integrating social media response and tracking in-house and helped establish WellPet as the first natural pet food company to offer “chat”. Jon is an advocate for “surprise and delight” customer service and has been an engaged SOCAP member since 2012, nominated as chair-elect during 2020. During this time Jon led the transition from chapters to regional communities. He is a proud pet dad to his 8-year-old beagle, a huge baseball fan and loves to read for both enjoyment and education.

Stephen Ruffin is a nationally known leader in the field of Consumer Affairs, working at McKee Foods Corporation for more than 20 years. As the Consumer Care Manager, Steve is an expert claims negotiator and conflict resolution specialist, responsible for managing multi-million-dollar budgets. Steve has been a SOCAP member since 2002, serving as the Secretary on the board of directors since 2020. He is an involved council member in his Tennessee town, serving as Vice-Mayor from 2000-2006.

Steve has completed 22 marathons (4 Boston Marathons) and competed in 14 Ironman competitions – ranking 57^th in the world in his age group as an Ironman All World Athlete. He splits time between Port St. Joe, Florida and Chattanooga, Tennessee and fishes when he finds extra time.

Treasurer

Neal Topf
President
Callzilla

Secretary

Chris Drury
Director
Blount Fine Foods

Neal Topf is the President and Co-Founder of Callzilla, a customer experience focused BPO that helps top brands communicate more efficiently with their consumers. He created and hosts "Fireside Chats without the Fires", a customer experience podcast dedicated to interviewing CX thought leaders, practitioners and authors. Neal joined SOCAP more than 10 years ago and has been an active member of the board for many years. He is the President of a community-based non-profit and involved with several other CX organizations aimed at recognizing and awarding outstanding professionals in the field. Neal resides in South Florida with his son and is a lifelong Washington football team fan waiting for the glory days of the Super Bowl to return.

Chris Drury is Director of Customer Care at Blount Fine Foods. Chris joined Blount in 2013 and has been relentless in growing and elevating Customer Care and the consumer’s voice into the company. Born from a love of food, Blount is the largest refrigerated soup producer in the country and the name behind CPG brands such as Panera-at-Home and Legal Sea Foods as well as most grocery store private label and hot-to-go soups. Chris has more than 20 years of experience in marketing, business process improvement, and customer service and has been instrumental in building highly collaborative relationships with the Customer Care teams and Contact Centers at Blount’s CPG brand, private label and retail grocery partners. Chris drives alignment of people, process and technology to consistently deliver consumer and customer experiences that delight and surprise. Chris has been a member of SOCAP since 2017, joining the board of directors in 2020.

Nicole Nutile
Manager of Client Success & Customer Experience
Wiley

Nicole has always been a team-oriented leader with a passion for CX and developing a seamless customer journey driven by the need to understand process and strategy. She enjoys leveraging data and implementing new ideas across business divisions for a successful end to end experience. She recently joined Wiley as the Manager of Client Success & Customer Experience. Prior to that, Nicole was a Senior Manager at Premiere Response for nearly 10 years where she was first introduced to the SOCAP organization. Nicole majored in Fine Arts & Sculpting and currently reside in New Jersey. When she is not staying busy with her toddler, you can find her painting, cooking with her family or endlessly rooting for the NY Jets to win more than four games in a season.

Mark Hamilton     
Customer Experience Manager
Caterpillar

Roslyn Harrell       
Consumer Affairs Manager
Great Lakes Coca Cola & Reyes Coca Cola Bottling

Mark Hamilton is a dynamic customer experience leader, building and nurturing customer experience programs for some of the most recognized brands in the world. While his career spans a multitude of roles including business development, in Mark’s current role as Customer Experience Manager at Caterpillar, he delivers strategic leadership to his workgroup focused on the voice of the customer.  After joining SOCAP nearly ten years ago, Mark previously served on the board of directors and in numerous leadership roles within the organization. He is married with four wonderful children and resides in Peoria, IL.

Roslyn Harrell (Ros) resides in the beautiful state of Wisconsin where she manages the Consumer Responders teams of Great Lakes Coca Cola and Reyes Coca Cola Bottling. Dedicated to driving consumer confidence and protecting the Coca Cola brand, Roslyn had led her team through effective coaching and process improvements to exceeding services levels for more than 3 years.  Since height and talent was a requirement to be in the NBA, Roslyn gave up her dream of playing professional basketball, and opts to sit sideline and be a diehard Milwaukee Bucks fan in her free time. 

Terry DeMent
Director, Consumer Services
Nestlé Purina

Cass Ferris
Director, Interactive Services
Morley

Terri’s love for service is the common thread within her 27 years in the consumer care industry. While experienced in all areas of service, she has an extensive background in developing and activating consumer engagement strategies. In her current role, Terri works to reshape and advance service by leveraging digital innovations and integrating the voice of the consumer into enterprise-wide data strategies. Terri graduated from Excelsior College and earned her MBA from Washington University in St. Louis, MO. She is at her happiest when spending time with her family and learning to enjoy the simple pleasures of cooking and gardening. Terri’s involvement in SOCAP began more than 25 years ago with the local St. Louis Gateway Chapter, supporting the efforts of the CPG Industry Community. SOCAP’s mission of sharing best practices, continuing education, and its commitment to unfaltering support has always resonated with Terri and she appreciates the opportunity to give back to an organization which has been so important to her.  Terri is deeply honored and excited to bring her years of experience, enthusiasm, and ideas to the SOCAP board of directors. 

Cass Ferris is the lead executive responsible for Morley’s BPO engagements, collaborating with internal teams to foster and grow client relationships, establish innovative operational processes and develop new business opportunities. He regularly participates with global contact center peers in thought leadership engagements and contributes to technology/business process conferences and associations. Cass has nearly 40 years of experience managing multi-site, omni-channel contact centers across multiple industries (telecommunications, automotive, healthcare, hospitality, retail & wholesale distribution). In addition, Cass has a long-standing relationship with Saginaw Valley State University in Michigan, including BBA and MBA credentials, as well as supporting the College of Business and Management as an advisory board member. He also serves on the boards of several non-profit organizations in his community and has been an involved SOCAP member since 2014.

Vicky Cherne
Manager, Consumer Affairs and Customer Concerns
Land O Lakes

Jill Delong
Associate Manager, Consumer Relations
The Hershey Company

Vicky Cherne is currently Manager, Consumer Affairs and Customer Concerns at Land O’Lakes, Inc., a farmer-owned cooperative headquartered in Minnesota, where she manages an in-house team handling both B2C and B2B contacts for dairy foods products. A long-time SOCAP member with a passion for service, Vicky has held a variety of chapter roles including president, is an active committee participant, past national CPG chair and served on the national membership and nominating committees. Vicky earned a BA in Family & Consumer Science - Foods and Nutrition from St. Olaf College, and previously worked in customer service roles in hospitality and the life and health insurance industries. Vicky is a wife and a mom to three adult children. She enjoys reading, watching British murder mysteries, volunteering for her faith community and downhill skiing.

Jill DeLong’s Consumer Affairs experience spans over 13 years, and includes many aspects of the business, from entry-level mail processing to leading teams and executing strategies. Her current title, Associate Manager, Consumer Relations for The Hershey Company, is a role that encompasses reporting call center analytics and consumer feedback insights to the business, leading new initiatives, and managing the relationships with the external call center and CRM providers. Before joining The Hershey Company in 2017, Jill worked as a Manager, Consumer Affairs for Kellogg’s. Jill also has 13 years of SOCAP experience, including presenting at several workshops and conferences. As an active member of her regional chapter, she has helped plan and promote successful regional events. Jill holds a bachelor’s degree in Sociology from Lake Superior State University and a master’s degree in Public Administration from Northern Michigan University. She enjoys being active outdoors on her time off and will often have a half-marathon on her calendar or some other endurance event that she is training for.