2023 Slate of Candidates


Officer Candidates



Steve Ruffin



mckee logo


Chairman of the Board of Directors

Steve Ruffin | Consumer Care Manager | McKee Foods Corporation

 

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 57th 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.










Chris Drury


Blount Fine Foods


Chair-Elect

Chris Drury | Director of Customer Care | Blount Fine Foods

 

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.





Neal Topf

callzilla



Treasurer

Neal Topf | President | Callzilla

 

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.








Nicole Nutile

Wiley




Secretary

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 resides 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.


Jon Cox

Wellness Pet Company





Immediate Past-Chair

Jon Cox | Senior Consumer Affairs and Marketing Manager | Wellness Pet Company

 

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.

Director Candidates

Nathan Bobay

Delta Faucet

Director Candidate

Nathan Bobay | Senior Manager of Customer Solutions | Delta Faucet


Nathan Bobay is a Senior Manager, Customer Solutions for Delta Faucet Company, leading the Consumer Support team which is responsible for overall contact center operations leadership and recently completed certification of the JD Power & Associates Customer Service Excellence Program.

Nathan co-founded the Conscious Capitalism-Indianapolis Chapter in 2017 and has served on the chapter leadership team ever since.

Nathan is an Army National Guard veteran and served a tour of duty in Kuwait and Iraq in 2003. He earned a bachelor of sciences degree in Accounting from Indiana University, an MBA in International Business from Butler University and was formerly a Certified Public Accountant. He is an avid IU basketball fan, loves Michigan blueberries, 70s/80s music, traveling and spending time with his wife and three small children.



John Gramata



Hyundai_Motor_Company_logo.svg

Director Candidate

John Gramata | Senior Group Manager of Customer Care | Hyundai Motor America


As the Senior Group Manager of Customer Care at Hyundai Motor America, John Gramata is responsible for all strategic initiatives related to customer care. Prior to joining the customer care team, John has provided his leadership to lead management, marketing, and business planning efforts.   He is well versed in strategy, analytics, and technology, and uses that knowledge to help support improving the overall customer experience. John has his Bachelor’s Degree in Psychology from the University of California at Irvine, and his Master’s in Business Administration from National University. Outside of his day job, John has his heart in philanthropy and engages with many local charity efforts, most recently serving on the Organizational Growth and Sustainability Committee for Habitat for Humanity Orange County.

Kyle Spittler


Church & Dwight

Director Candidate

Kyle Spittler | Manager, Consumer Relations - North America | Church & Dwight Co., Inc.


Kyle started his career as a phone agent and has held various positions in a variety of Consumer Engagement operations on both the brand and vendor side. Now leading Consumer Relations at Church & Dwight Co., Inc., he is excited about the opportunity to give back to the SOCAP Community that has given him so much throughout his career. At home, He has a pup named, Houston and enjoys traveling, immersing himself in nature, catching some live music, or going flying in tiny airplanes!


Standing Directors

Jill DeLong

Jill Delong
Associate Manager, Consumer Relations
The Hershey Company

The Hershey Company



Candice Nooy

Candice Nooy
Sr. QA Specialist | Consumer Affairs Manager
Lamb Weston

Lamb Weston logo



Terri DeMent

Terri DeMent
Director, Consumer Services
Nestlé Purina

Nestle-Purina

Ros Harrell

Roslyn Harrell       
Consumer Affairs Manager
Reyes Coca Cola Bottling

Reyes Coca Cola Bottling

Cass Ferris

Cass Ferris
Director, Interactive Services
Morley


Morley

Vicki Cherne

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

Mark Hamilton

Mark Hamilton     
Customer Experience Manager
Caterpillar


Caterpillar

Larry Platt

Special Advisor

Larry Platt
President
RQA, Inc.

RQA

Marie Shubin

President & CEO

Marie Shubin
SOCAP International