Thomas Asher SVP, Customer Engagement
Tom Asher is SVP of Customer Engagement for Humach, a next-generation contact center and technology company focused on combining the experience of humans with the power of machines to deliver an effortless customer sales and service experience. Prior to Humach, Tom was VP and General Manager of The Action Company, a start-up that developed the Action! App, a new communication channel and platform to provide a vastly improved consumer experience via smart phones. Previously Tom built from scratch and led the Customer Care function for Sunrun, now the largest residential solar company in the U.S. Prior to Sunrun, Tom oversaw Consumer Relations for Levi Strauss & Co. for U.S., Canada, Mexico and Brazil. Tom has been passionately involved in SOCAP since 1997, serving as an officer on SOCAP’s national board and then chairman. He also sits on the SOCAP Northwest chapter board and serves on a variety of SOCAP national committees. Tom earned a BA from Vassar College and an MBA from Golden Gate University.
Lorraine Avery SVP, Diversity and Inclusion Consultant
Lorraine Avery is Senior Vice President, Diversity and Inclusion Consultant at Associated Bank. Lorraine serves as the senior officer for customer service, call centers and bank assistance for all bank products, assets and liabilities for the entire Associated Bank Holding Company. Her responsibilities include support across all business lines including retail, business banking and wealth/trust assistance service and sales, telephone and mobile banking, customer service delivery and specialized customer care. Lorraine co-chairs Associated Bank's Customer Experience Council. She served as a Director on the SOCAP National Board through 2014.
Susan Baranowsky Director of Consumer Affairs
Campbell Soup Company
Susan Baranowsky was named Campbell’s Director-Consumer Affairs in 1999. She leads Consumer Affairs activities for the U.S. Retail, Away From Home, Campbell Canada, and Plum businesses, and she supports the Pepperidge Farm U.S. and Canadian businesses. She is responsible for 60 employees within Campbell and at the company’s third-party Consumer Response Center.
Since Susan joined Campbell in 1986 as an Electronic Data Processing Auditor, she has held positions in Corporate Audit, Corporate Billing, Customer Financial Services, and Customer Service. In addition, she participated on a five-year special project team to develop customer service systems.
Susan served as the Society of Consumer Affairs Professionals in Business (SOCAP) International Chairman in 2010, and she has held positions within the Greater Philadelphia SOCAP chapter, the SOCAP International Board of Directors, and the SOCAP Executive Committee.
Susan earned her B.S. degree in business administration from Juniata College, and her M.B.A. degree from Drexel University.
Kiersti Bird Manager of Consumer Connections
Kiersti Bird is Manager Consumer Connections with WhiteWave Foods and has been building bridges between consumers and marketing organizations for 11 years. Kiersti is responsible for acting as the strategic liaison between WhiteWave Foods’ consumers and their brands which include Silk®, So Delicious®, Horizon Organic®, Wallaby Yogurt Company®, International Delight® and Land O Lakes® creamers. She focuses on providing accurate and timely information to increase consumer satisfaction and drive key business decisions. Kiersti has a Bachelor's degree in International Affairs from the University of Colorado and an International MBA with an emphasis in marketing strategy from University of Denver.
Josee Bourdages Vice President of Customer Care
Josée Bourdages Vice-president Customer Care, Fido, chatr, Cityfone, Prepaid Service Josée is a veteran with more than 20 years in the telecoms industry. She joined Fido Solutions’ Team in March 1996, to prepare for the brand launch. In August 2005, she was appointed Director of Customer Experience and Business Strategies. She is then responsible for the development and implementation of strategies for customer service. These strategies aim to develop and protect the customer experience offered by Fido brand across all points of contact. In 2012, she accepted the functions of Vice-president, Customer Relations and Operations for Fido with a mandate to oversee customer relations, national direct-to-consumer sales and customer relationship management. In 2014, she was appointed Vice-president Fido, chatr, Prepaid, Cityfone and making sure customer experience and service are well executed for all the brands.
DJ is a Senior Analyst at Twitter. He and his colleagues design research to measure how behavior on Twitter, Vine, and Periscope shape consumer perceptions and behaviors on what to buy, who to vote for, and what to watch. DJ Tweets most frequently about: Twitter, food, music, enjoying the California sunshine, and jetlag.
John Cronce Contact Center Director
Jockey International, Inc.
Noting that he is the contact center director at underwear manufacturer Jockey International, Inc., John says that he lives in a “changing world.” Under John’s leadership, the company launched its first toll-free number, contact management system, Web-based consumer affairs contact mechanism, and its first in-house customer-care service for the company’s B2C Web site. In addition, John has served on SOCAP’s National Board of Directors and is currently past president of SOCAP’s Wisconsin chapter. John has also written articles for Consumer Relationship Management magazine and spoken in various venues in including Frost & Sullivan Mind Exchange, SOCAP, NACCM and Wilke Global.
Mike D'Alessandro Vice President of Customer Service
Michael has been in Customer Service since 1988 when he started Xerox's customer service operation for the NY tri-state area. He became the Director of Customer Service for Consumer Reports in 1994 and led that operation directly until being promoted to Vice President of Executive Operations in 2001. In this role he led Customer Service, the Executive Office, Board Relations, IT, Human Resources, and Legal operations. He joined Sleepy's/Mattress Firm, a specialty bedding retailer with 3,500+ company-operated stores across 48 states in 2015 and is currently the Vice President of Customer Operations and a member of the Executive Leadership Team. Michael has been a member of SOCAP since the late 1980's. He is a former member of the SOCAP Board of Directors. He currently serves on the Finance Committee and Executive Community team and has been recently re-nominated to the SOCAP Board of Directors.
Betty DeVere Lead of Vendor Management
Betty DeVere is an accomplished Customer Experience and Call Center Leader with extensive background in managing outsourced vendors as well as directing call center operational improvements. She has spent +19 years with in the call center industry working for Fortune 500 companies. She successfully provided performance leadership and subject matter expertise to drive innovation to the Customer’s Experience driving strategies to invigorate Training, Call Quality, and Operational Management.
Currently, Betty is leading Vendor Management for Samsung’s Consumer Electronics & Mobile Contact Centers on & off shore.
Cathy Dial Senior Director of Consumer Relations
Frito-Lay, a division of PepsiCo
Cathy Dial is Senior Director of Consumer Relations for Frito-Lay, a division of PepsiCo. She has spent her 30 year career at PepsiCo in the consumer services field. She joined PepsiCo supporting Pepsi-Cola and transitioned to Frito-Lay in 1995. Cathy's team of 65+ consumer service professionals responds to over 500,000 consumer contacts annually from multiple channels and is responsible for delivering excellent service to promote loyalty and retention to the Frito-Lay brands. Cathy has been a member of SOCAP for many years. She is a Texas native - and proud of it - and lives in Plano, a Dallas suburb.
Vice President of Business Development
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.
Sean Ellis Customer Experience Partner Operations Manager North America
Born in Georgia, but living in Portland, Oregon since he was a child, Sean proudly assumes the moniker of native Northwesterner. After spending the first 10 years of his working life in high touch, bespoke retail, moving to the BPO industry was a bit of a culture shock to Sean to say the least. He worked in Operations and Project Management for 5 years at one of the largest worldwide BPOs. Sean has also worked with clients and teams in the US, Philippines, India, EU, and Tunisia. He didn’t really understand the concept of “challenging work” until he joined Airbnb in November 2014, where he is currently growing their CX organization, onboarding new partners, and doubling their business. Or, as Sean says, “all in a days work at this point.”
Sam Espinosa Vice President of Strategy and Marketing
Sam Espinosa hails from Austin, Texas, and received a bachelor degree from Yale University. An entrepreneur for the past decade, Sam's experience places him at the forefront of applied behavioral science, technology, and strategic marketing. As SVP of Sales & Marketing, Sam's expertise guides business and product development for Next Caller, leveraging emerging trends in technology and big data. His work has been profiled in TIME Magazine, The Wall Street Journal, The New York Times, New Yorker, Forbes, Fortune, and The Economist.
Greg Fettes Founder & CEO
As Founder & CEO, Greg provides the strategic vision, framework and initiatives for 24-7 Intouch’s continued performance and growth. Since co-founding the Company in 2001, Greg has grown it exponentially through his experience in sales, marketing, operations and HR, all while ensuring their core values are at the heart of the organization.
Greg attended Bentley College and The University of Western Ontario where he received a B.A in Industrial Organizational Psychology.
Senior Consumer Service Manager
Jarden Consumer Solutions
John is the Senior Consumer Service Manager at Jarden Consumer Solutions and has been bringing CPG brands such as Crock-Pot, Mr. Coffee, and Sunbeam closer to their consumers for the past 10 years. John began his career in Organizational Development and Training before moving into Consumer Service Operations and now, Consumer Experience. Currently, John is responsible for the digital transformation of consumer support and engagement; utilizing Salesforce Clouds, Live Chat, SMS notifications, Conversational SMS, and Knowledge Base platforms to empower, enable, and engage consumers in pursuit of their loyalty and advocacy. John has a Bachelor’s Degree in Sports Management and a Master’s Degree in Industrial/Organizational (I/O) Psychology; both from Springfield College in Massachusetts.
Marc Gold President & Chief Operating Officer
Marc was named President of MASS Communications in the Spring of 2015. He oversees daily operations and is responsible for setting the standards for the Sales and Account Management functions of MASS. Marc received his BS from The State University of Albany in Marketing and Management, and his MBA in Computer Information Systems from The Zicklin School of Business at Baruch College.
Jennifer Holzhauser Manager of Customer Service
Jennifer is the Manager of Customer Service for Vera Bradley located in Fort Wayne, IN. Vera Bradley has been in business since 1982 and has grown from a home based business to a global provider of women’s handbags, accessories and travel items. Vera Bradley Customer Service works across many channels and lines of business addressing concerns for eCommerce, Retail, International and Specialty Partners. Phone, email and Chat are the main methods of communication with Social Media not far behind.
Jennifer has been in Customer Service for the past 16 years working with Limited Brands and Astute Solutions in Columbus, Oh before joining Vera Bradley in 2012. As a Manager in Customer Service, Jennifer is focused on the Specialty Partner relationship and process as well as many of the Operational Call Center tasks including Scheduling, Case Management, Call Recording, IVR management and reporting. Jennifer also oversees an incredible team of Specialists that are dedicated to the Specialty Channel improving service to our Retail partners in the areas of credit, co-op, samples, account management and visual merchandising.
Chip Horner Worldwide Director of Global Consumer Affairs
Chip Horner is Worldwide Director of Global Consumer Affairs at the Colgate-Palmolive Company. His organization leads consumer services in over 100 countries. He served as 2001 Chairman of the Society Of Consumer Affairs Professionals International and has addressed Association meetings on best practices in consumer care in Europe, Canada and Brazil. Chip joined Colgate-Palmolive in October 2006. Professionally, his early years were spent in marketing such popular consumer products as Listerine Antiseptic and Trident Sugarless Gum at the Warner-Lambert Company and Pfizer.
Pierre Marc Jasmin President and Founder
Accumulating 25 years of experience in the customer relationship industry, Pierre Marc Jasmin is the founding president of Triad Services a Canadian corporation, which he has headed since 1996. His creative talents and facilitating skills have helped him develop solutions with his clients to better manage their contact center 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. Pierre Marc is chair for the SOCAP Canada Community, taking care of the organization of the Montreal and Toronto symposiums. He is is also a guest speaker at seminars and conferences in America and Europe and often contributes articles to a variety of trade publications in the contact center industry.
Lauren Kindzierski Vice President of Solutions & Capabilities
Lauren Kindzierski holds the role of VP of Solutions & Capabilities within the Global Growth Strategy and Marketing team at HGS. Lauren plays a significant part in innovating new and existing solution offerings at HGS by leveraging technologies such as – social, mobile, video, sms, and analytics - to keep her company up-to-date with the latest market trends and demand.
Lauren brings with her over 10+ years of marketing, customer experience, and innovation experience in the customer service industry primarily in the global business process outsourcing (BPO) sector. Her high energy and enthusiasm for customer experience, combined with her passion for the customer service industry, has helped established Lauren as an industry thought leader in the customer service space specifically around the topics of innovation and customer experience.
In 2014, Lauren was ranked 39 out of the Top 100 customer experience influencers in a report published by Onalytica. In November 2014, she was invited to speak as a keynote at the World Airline Customer Relations Association conference held in New Zealand, advising global airlines on new ways to innovate the passenger experience. In April 2012, Lauren was recognized by Crain’s Detroit Business as a member of the “Twenty in their 20′s,” a special list that highlights a select group of young professionals based in metro Detroit. Her accomplishments have also been featured on WDIV Local 4 News Detroit, CRM Magazine, Multichannel Merchant, Call Center Times, and many other industry publications.
Lauren graduated valedictorian from Walsh College in Troy, Michigan where she received her MBA in Marketing. Shortly after, she decided to take her industry knowledge and leadership skills back to the classroom to teach Social Media Strategy courses to undergraduate and graduate students.
Paul Kline Customer Care Expert
McKinsey & Company
Paul Kline is an Expert in McKinsey's Service Operations practice based in Dallas. He has deep expertise in contact center operations, driving high impact change and building capability across a variety of industries and organizations. Prior to joining McKinsey, Paul held a number of senior positions in customer care across numerous industries.
Recent McKinsey Experience
- Contact Center Transformation – Delivered multi-year roadmap for major industrial supply company to rationalize contact center footprint, reduce cost and increase contact resolution.
- Contact Center Lean Operations – Led successful help desk process optimization evaluation effort at a major IT outsourcing provider. Generated cost reduction of over 20%.
- Customer Care Strategic Planning – Provided guidance to a financial services company in charting out their five year customer care strategy. Delivered roadmap to drive cost reductions and higher customer satisfaction.
Jeff Lesser Senior Product Marketing Manager
Jeff is the Senior Product Marketing Manager at Twitter responsible for leading the marketing of the customer service initiative. When going beyond 140 characters Jeff likes to snowboard, bike, listen to music and try new beers and whiskey.
David Lewy Senior Vice President of Sales and Accounts
David Lewy brings over 15 years of Executive Management experience in the Customer Service/Technical Support arena to Knoah Solutions. His previous 15 years were focused on technology including artificial intelligence and knowledge based systems for commercial use including customer care and technical support. He has been a frequent speaker in the Contact Center arena. David received his MBA from Rutgers University and his undergraduate degree in Artificial Intelligence from the University of Rochester.
John Lovro Director Corporate and Operations Quality Assurance
Sun Products Corporation
John Lovro is a graduate of Purdue University with a Bachelor of Science in Electrical Engineering. He has extensive experience in manufacturing and quality assurance having worked for Procter & Gamble Company for 28 years and for the past 5 years with Sun Products Corporation.
In 2010, John accepted the position of Director, Corporate and Operations Quality Assurance for Sun Products Corporation where he has led the development of quality assurance systems, work processes, and quality culture across the company. This work has led to nearly 50% reduction in complaint rates, 70% reduction in quality related losses, and dramatic reductions in product defect levels and quality incidents.
Prior to Sun Products, John held assignments in manufacturing and quality assurance with Procter & Gamble including 10 years leading international joint ventures, acquisitions, and building manufacturing and quality capability in China, Australia, and across multiple operating locations in Asia. After a transfer to Cincinnati, OH in 2004, John led quality assurance capability across global Beauty Care for 6 years working with 24 plants sites as well as leading improvement initiatives to global shelf quality, Quality by Design, quality related loss elimination, and global supplier quality management processes. Under John’s leadership, the Beauty Division delivered more than $120 Million dollars of bottom line savings from quality related loss elimination. While at P&G, John was awarded the prestigious James N. Gamble Outstanding Quality Award for passion, leadership, and technical mastery of quality assurance.
The Sun Products Corporation headquartered in Wilton, Connecticut, is a leading North American provider of laundry detergent, fabric softeners and other household products.
Mark Miller Contact Center Practice Leader
Mr. Miller is responsible for thought leadership, solutions development and for directing all contact center work for J.D. Power including strategic partnerships, certifications, VoC and operational assessments and performance improvement consulting engagements. He is a recognized authority on maximizing the customer experience across contact center channels and has presented research and analysis at over 50 industry events over the past few years. He served as a judge for the ICMI Global Call Center of the Year Award in 2013 and 2014.
Mr. Miller has 20 years of executive management and performance improvement consulting experience working with small, medium and F500 clients in over a dozen industries to improve sales, customer service and technical support operations across all channels.
Mr. Miller has a bachelor’s degree in Journalism from The University of Texas at Austin, was selected as a member of the Alpha Sigma Nu Honor Society and received his MBA in Marketing with honors from Regis University.
Craig Naylor Chief Technology Officer
Craig Naylor is a highly accomplished practitioner in cyber security. He advises senior executives, presents at seminars and participates on panels to educate the community on cyber threats, and is an Adjunct Instructor for the first NSA-certified Cybersecurity Center. Additionally, Mr. Naylor is a serial entrepreneur, having founded five technology startups and worked at three others. In addition to startups, Mr. Naylor has broad industry experience in government, media, telecommunications, technology and finance. He has worked for NASA, The U.S. Navy, The Army Corps of Engineers, Nielsen, AT&T, Dell, Nasdaq and JP Morgan over the course of his career. Mr. Naylor holds multiple undergraduate and graduate degrees in technology and science. He attended the U.S. Naval Academy, the University of Maryland, Rowan University and Troy University. He’s earned 16 industry certifications over the past 20 years.
Mike Neeson Senior Contact Services Manager
Mike Neeson serves as the Senior Contact Services Manager at Andersen Windows and has an extensive background in Consumer Affairs. Andersen is a 109 year old company that leads the window and patio door industry throughout the world. During Mike’s 23 year tenure at Andersen he implemented a toll free 1-800 service number and a program for dealing with after sales customer inquiries. Mike successfully established a team of approximately 150 associates and strategically partnered with outsourcing vendors to provide world class service to Andersen customers. Mike has also integrated various customer support functions from throughout the Andersen enterprise into one centralized model. He currently oversees a group that is responsible for responding to over 1,000,000 customer contacts per year.
Pat Nicholson Vice President of Business Development
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 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. In the summer months, he follows baseball like a hawk, even serving on the NCAA Baseball Division III Championship Host Committee in the Fox Cities as well as occasionally hosting out-of-town minor leaguers on behalf of our Wisconsin Timber Rattlers.
Senior Vice President/General Manager of Multi-Channel Customer Engagement
Frank Pettinato is a seasoned leader and has held C-level leadership positions in the consumer packaged goods, business services and technology industries. His particular areas of expertise include operations, technology, sales and marketing.
Currently, Mr.Pettinato is the SVP and General Manager, of Telerx Marketing, Inc., a wholly owned subsidiary of Merck, a leading provider of omni-channel contact center services for blue-chip companies in branded consumer products categories, in particular the food and beverage, soft/hard goods and retail industries. Mr. Pettinato has full P&L responsibility and oversees all aspects of Telerx, including the development and execution of the Company’s strategic plan, all aspects of business operations, sales, account management and marketing.
Prior to joining Telerx, Mr. Pettinato was the President and CEO of Corporate Call Center, Inc., a multi-channel contact services company specializing in sales campaigns, membership enrollments, and retention and member services for the highly regulated health insurance industry. He served as the driving force behind the turnaround and restructuring of the company into a leader in inbound and outbound call center services amid changing insurance market driven by the health care reform in 2010.
Mr. Pettinato also served as SVP of Sales and Marketing at Pro Phase Laboratories, COO/EVP of Global Operations & Technology at Ascendia Brands, and VP of Operations and Chief Technology Officer at Visalign LLC.
Frank started his carrier in research and development, advanced manufacturing and technical sales with the AT&T Bell Laboratories, Lucent and GE information Systems.
In addition to his executive career, Frank has served in a consulting role for a number startup companies, helping them to analyze markets, launch new products and expand existing offering and products.
Mr. Pettinato holds a Masters of Business Administration in International Business from Saint Joseph’s University in Philadelphia, PA, and a Bachelor of Science in Mechanical Engineering from Temple University.
Adina Raven-Everett Digital Systems Associate
Adina Raven-Everett has been part of the Unilever family for over 18 years holding various positions within their Consumer Engagement Center. Adina recently joined Unilever’s North American People Data Center as their new Digital Systems Associate collaborating with leadership to define new, innovative opportunities and improve existing solutions, processes and partnerships.
Adina has been an active SOCAP member for over eight years and is serving as 2016’s SOCAP Education Committee Chair.
Doug Rippy Software Solutions Evangelist
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.
Jason Rosser Head of Customer Experience Operations
Jason Rosser is the Head of Customer Experience Operations at JackThreads overseeing the Customer Engagement and fulfillment operations, Net Promoter program and customer insights. Prior to joining JackThreads, Jason was the Head of Global Customer Care Operations at Abercrombie & Fitch where he oversaw a multi-site, multi-lingual customer care operation.
Aaron Schultz Program Director
Aaron Schultz holds the position of Program Director at Alta Resources for an industry leading entertainment company. In his 8 years at Alta, Aaron has held key positions focused within care and providing brand differentiating guest experiences. In addition to his care experience, Aaron is a Certified Six Sigma Green Belt, which he earned in the area of data accuracy. He has continued to utilize these methodologies to provide seamless and memorable guest experiences across existing and new channels. Aaron has a bachelor’s degree in Communications from the University of Wisconsin.
David Schwed Co-founder
David L. Schwed is a co-founder of MASS Communications, a leading connectivity and telecom management provider that takes a consultative approach to deliver a full suite of voice, data, risk management and security solutions. MASS has made the Inc. 500/5000 List for three years running in 2013, 2014 and 2015. MASS received the 2015 SmartCEO New York Top 40 Company Cultures Award and was ranked 22nd in Crain’s Top 100 Best Places to Work in NYC. MASS was also recently named the winner of two Bronze Stevie® Awards in The 14th Annual American Business Awards for the Company of The Year and Customer Service Department of The Year categories.
David serves as MASS’s CIO and General Counsel, playing a key role in formulating the company’s strategic direction, and is responsible for the oversight of all legal matters. He has more than 19 years of Information Technology, Information Security, and Risk Management experience. He has worked in the financial services sector at a senior level for BNY Mellon, Merrill Lynch, Salomon Smith Barney, and Citigroup. He has also served as an expert witness in a criminal case in the field of computer forensics. David is a Certified Information Systems Auditor and also the recipient of the SmartCEO Executive Management Award (General Counsel).
David is a member of the New York Bar and graduated Magna Cum Laude from Hofstra University School of Law where he was an associate editor of the Hofstra Law Review.
Steve Seidl Vice President, California Operations and Business Development
Steve Seidl, Vice President, California Operations and Business Development
Steve is a customer care and sales executive with extensive experience with Fortune 500 consumer brands. Specific experience includes the start-up and ongoing operations of high quality customer interaction contact centers through delivering exceptional results with calls, chats, emails, self-service and social media. Steve is responsible for operations and business development for Alta Resources in Southern California. Steve manages the client relationships and has overall responsibility for the call center operations of 1000+ people for several Fortune 500 brands in several industries, including: Healthcare, Health Insurance, eCommerce, Entertainment and Transit/Transportation (Government Contracts). Steve earned a Juran-certified Six Sigma Green Belt in 2009 for call center operations. Under Steve's leadership, Alta Resources' Brea location has been named five times to the "Orange County Register's Top Workplaces" list. In 2013, Alta was awarded the OC Register's Medallion Award for Work/Life Flexibility.
Brandy Smith Digital Leader
McKinsey & Company
As a Digital Partner, Brandy understands the transformative potential of enterprise software and the role of technology. She works closely with client executives across industries to advise, architect, design, coach, and deliver digital solutions that are helping our clients be disrupters, leaders, and innovators. This includes driving IT organizational transformations, ERP Value Assurance, Operational digital solutions and call center digital transformations.
As leader of our digital platforms center of excellence, Brandy has built a team of certified software architects, agile masters and software-delivery experts. Working together with our advisory consultants, she starts with the business problem and drives the solution iteratively—anchoring on business-first methodology that harnesses the power of software, rather than viewing it as a constraint.
Example client impact includes::$200 million year-one savings at a Fortune 500 CPG client by designing, building and deploying a zero-based budgeting solution, helping a bank boost new account applications by 40 percent through digitization of the customer experience for account opening, and working with a banking client to drive operational reengineering with an anticipated $100 million in year-one cost savings by combining lean principles with robotic process automation.
Before joining McKinsey, Brandy spent 14 years at Oracle where she ran operations for North America including sales ops, call centers and customer GTM strategies for the key accounts. This responsibility included working closely with customer executives to help identify and execute on strategies to help capture value from technology and to optimize IT organizations. She leverages this front-line experience to relate to leaders at our clients and help advise and work together towards a solution, whether organizational or digital in nature.
Brandy holds a bachelor’s degree in Economics from the University of Texas.
Carlos Suarez Consumer Engagement Services Manager
Carlos has been in customer service since his first food job at 16. He began his call center experience in the banking industry as a customer service representative. He has held prior roles as system administrator and contact center supervisor at Dole Food, and was CRM configuration lead and Global Consumer Affairs Analyst at Herbalife. Currently, Carlos is Consumer Engagement Services Manager at Nestlé USA’s corporate headquarters in Glendale, CA and is the primary liaison between the contact center and multiple businesses. He has been recognized for collaborating internally, managing for results, and leading to win.
Carlos loves being very involved! He has served on the Education Committee and as Chapter Relations Committee Chair and Vice-Chair. He has been an officer in the SW Chapter since 2005 in the roles of President, Secretary, and Director. He represents the ultimate membership journey beginning a member of the Cal State Northridge student chapter and remains passionate about mentoring young professionals.
Mike Vandenbos Entrepreneur in Residence
When you’re offered a seat on a rocket ship, you don’t ask what seat. Since jumping onboard the Zipwhip rocket in 2013, Mike has strapped onto what he believes is the hottest, fasted growing technology in customer engagement since web chat. Mike was responsible for closing the first customer by going to his dental office and asking them, “What happens when a customer sends a text message to your main number”? Before becoming Entrepreneur in Residence at Zipwhip, Mike was instrumental in building out the sales team and opened up key industry verticals, including the CPG space helping innovative BPO’s pioneer the SMS/MMS medium for their clients.
Coca Cola and JP Morgan killed voice mail, Zipwhip’s mission is to bring new life to all existing Landline & Toll Free numbers adding texting capability without having to port carriers. Zipwhip’s industrial grade, cloud texting platform supports bi-directional SMS/MMS utilizing carrier native text messaging so there are no mobile apps to download. Zipwhip empowers BPO’s to add text messaging to their brands existing Toll Free numbers opening up the high priority, asynchronous medium to better serve the voice of the customer.
Mike has been active in the High Tech industry since 2009 helping start over 50 seed stage startups through Founder Institute of Seattle. After graduating college he managed Seattle Mens Shoes for Nordstrom where he learned the customer is not always right, but they need to feel that their experience is central to the transaction. “Nothing happens until a sale is made” is the quote that hung in his Nordstrom office and is what drives Mike to be results driven, connecting ideas to execution.
Robert Williams Vice President of Cybersecurity Readiness and Response
Robert is a proud 25-year veteran of the United States Marine Corps. He has served as a highly distinguished U.S. Marine, mobilized during four separate wars, “in support of our nation’s freedom”. Robert is an experienced Information Assurance executive with extensive technical, management and strategic planning skills in areas such as cybersecurity, business continuity, loss prevention, fraud prevention and privacy. He is an experienced speaker on matters of information assurance and continuity of operations, speaking at noteworthy venues such as the HQMC C4 Information Assurance Consortium. Robert’s efforts have earned him recognition in the public sector while at the Department of State, the United States Secret Service, and while serving in the United States Marine Corps. His executive experience in the private sector includes Harvard Enterprise Protective Service, SRA International and Whitney, Bradley & Brown.