15TH ANNUAL CUSTOMER CONTACT EAST EXECUTIVE MINDXCHANGE ADVISORY BOARD

An Event Shaped by a Community of Your Peers!
Frost & Sullivan extends its appreciation to the following Advisory Board Members for their expertise and valuable support in ensuring the agenda delivers relevant and valuable content.

Advisory Board

Kelley Bond

Kelley Bond

Director, Customer Care Operations, WalMart

Customer Engagement Leadership Council Member

Bio is forthcoming.

Klaus Buellesbach

Klaus Buellesbach

Director, Ace Care Center & Deployment, Ace Hardware Corp.

Bio is forthcoming.

Sam Carrington

Sam Carrington

Help and Service Design Manager, Lyft

Bio is forthcoming.

Sue Cloutier

Sue Cloutier

Manager, Operations, Mayo Clinic

Customer Engagement Leadership Council Member

Sue has over 25 years of experience in contact centers and continues to provide consulting to hospitals and performing laboratories around the world on how to set-up a successful call center.

Full Bio
Sue has implemented several new service lines into her team’s call center. Her team has been named a Center of Excellence through Benchmark Portal for 6 years standing. This has provided her team high visibility within the Mayo Clinic Foundation and I have been approached by several departments asking that we take over their service line. Currently I have taken on five additional service lines over the past 1.5 years, this is no easy task and I am extremely grateful for the team I work with. No one can do it alone!

Sue has the following certifications and continues to take classes to learn and grow in her career: Call Center Management – Benchmark Portal, Workforce Management Certificate – Benchmark Portal, Silver Mayo Quality Fellow, Contact Center Best Practices, Advanced Performance Management, Performance Management Basic, Bronze Mayo, Quality, Project Management, Quality System Essentials – QSE, Crucial Conversations, Leading Change, Purdue University – Center for Customer – Driven Quality, Banking and Finance; COMMITTEE MEMBERSHIP: Frost & Sullivan Executive Leadership Council Member, IMPT Committee, Appeals Committee, Quality Improvement Team, Safety Committee, MayoACCESS Oversight Committee, Marines Performance Management, Midwest Contact Center Association, MRS Sales and Operations NE Regional Team, MRS & CTS Operational Committee

Greg Dewart

Greg Dewart

Managing Director, Administration & Customer Experience, State of Maryland

Greg Derwart is a senior operations executive with over 25 years of professional experience in the private sector, government and nonprofit arenas.

Full Bio
He serves as Managing Director for the Maryland Department of Commerce. In addition to heading up the Department’s Administration and Technology team, he is also taking a leadership role in corporate culture and customer experience, including Governor Hogan’s statewide customer service initiative.

The Maryland Department of Commerce stimulates private investment and creates jobs by attracting new businesses, encouraging the expansion and retention of existing companies, and providing financial assistance to Maryland companies. The Department promotes the State’s many economic advantages and markets local products and services at home and abroad to spur economic development and international investment, trade and tourism.

A native Marylander, Greg is active in the greater Baltimore business and nonprofit communities, serving on the boards of the Maryland Fellowship of Christian Athletes, the Al Cesky Scholarship Fund, and the University of Baltimore Foundation. Greg is also a member of the Customer Experience Professionals Association (CXPA), the Maryland Economic Development Association (MEDA), and the Chesapeake Human Resources Association (CHRA).

Greg is a graduate of the 2006 Greater Baltimore Committee (GBC) Leadership program, was a 2011 recipient of the Maryland Daily Record’s VIP List Successful by 40 Award, was named by the Chesapeake Human Resources Foundation (CHRF) as a 2011 Fellow, and was awarded the SmartCEO Executive Management Award in 2013. He earned a bachelor’s degree from the University of Maryland, College Park, and a master’s degree from the University of Baltimore.

What inspires you? (Personally, professionally… )

Life is awesome! Happiness abounds as I remain enthusiastic and focused on the task at hand; as I pay attention to the splendors that surround me; as I appreciate the many blessings that stem from my family and friends; and as I live my life as the servant God expects me to be. Let’s play ball!

Jesse Hanz

Jesse Hanz

Director, Experience Centers, Schneider Electric

Bio is forthcoming.

Eileen Lash

Eileen Lash

Managing Director, National Contact Center, TIAA

Customer Engagement Leadership Council Member

Favorite Quote: People may forget what you said or did but they will never forget how you made them feel.

Full Bio

Professional Summary: Eileen Lash serves as Managing Director, National Contact Center and NCC Institutional Support Center of Excellence in Dallas. She joined TIAA in January, 2016. In this role, she is responsible for a staff of nearly 300 consultants and managers in Dallas and 200 consultants in Denver delivering service and financial solutions for more than 5 million retirement plan participants. Eileen is also responsible for the team handling NCC Sales and Service RFP’s, NCC readiness for Institution transitions/onboarding and ongoing Institutional service maintenance. Eileen has more than 28 years of experience in large-scale financial services Contact Centers and back-office processing. Before joining TIAA, Eileen worked for JPMorgan Chase where she most recently led six large retail Banking Servicing Contact Center sites nationwide. She was responsible for delivering Best-In-Class Customer Service to three business lines: Retail Banking, Online Banking, and Small Business Banking. Additionally, she had served as interim Market Leader for 5,000 employees in two large Chase facilities in San Antonio, TX. She executed on business continuity, employee engagement and local market volunteer activities. Eileen holds an M.B.A. from Nova Southeastern University School of Business and Entrepreneurship and a B.A. in Psychology from the University of Illinois Champaign/Urbana. She is Series 7 and 24 licensed. Eileen currently lives in Flower Mound, TX with her husband and their two rescue dogs. She enjoys tennis, golf, reading and going to the movies.

Areas of expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Agent Engagement, Outsourcing,

Additional area expertise: Diversity and Inclusion, Multi-Lingual, offshoring, TCPA

Most recent customer contact/customer experience initiatives: Voice Bio, IVR redesign, live chat, co-browse, chatbot/ virtual assistant, starting to code bots for easy transactions.

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Transformation Practice, Frost & Sullivan

Functional Expertise
• Twelve years of research and analytical as well as sales and marketing expertise in the contact center BPO market. Particular expertise in:
– Emerging trends and market dynamics in the BPO industry
– Go-to-market BPO strategies relative to specific vertical markets
– The competitive landscape of outsourcing vendors in the realm of customer contact

Full Bio

Industry Expertise
• Experience base covering broad range of sectors, leveraging long-standing working relationships with leading industry participants’ Senior Executives
– Customer care/CRM/customer contact
– Business Process Outsourcing (BPO)
– Global sourcing (from the US, to offshore, nearshore and homeshore)

What I bring to the Team
• Particular skills in writing, analysis and presentation
• Insight from the perspective of the end-user
• Experience and skills in sales and marketing
• A global outlook

Career Highlights
• Extensive expertise in the evolving customer contact landscape
• Twelve years experience at several relevant organizations:
– Stream Global Services
– IDC
– Sakon, LLC
– MassTrade

Education
• M.A. from the Paul H. Nitze School of Advanced International Studies (SAIS) at Johns Hopkins University, Washington, D.C.
• B.A. from Colby College, Waterville, ME

Raquel Macarthy

Raquel Macarthy

Customer Experience Director, Replacements, Ltds

Customer Engagement Leadership Council Member

Raquel Macarthy is responsible for reinventing and leading the CX evolution at Replacements, Ltd., the world’s largest retailer of vintage and current tableware, silver and estate jewelry.

Full Bio
With proven success driving high customer satisfaction, developing engaged customer facing teams and executing on voice of the customer, her extensive career includes corporate communications, training and quality and customer care leadership positions at JPMorgan Chase, United Healthcare, and TTEC. Raquel’s passion for both the employee and customer experience is instrumental in her life’s work. She currently lives with her family in Greensboro, N.C.
William McGovern

William McGovern

Director, Support Services & Customer Experience Lead, ABB US

Bio is forthcoming.

Derek Pawsey

Derek Pawsey

Vice President, Customer Success, Avanti

Bio is forthcoming.

David Richardson

David Richardson

Vice President, Customer Service, Infinity Insurance Company

Customer Engagement Leadership Council Member

Bio is forthcoming.

David S. Russo

David S. Russo

Senior Vice President, Services Operations and Support, Erie Insurance

Customer Engagement Leadership Council Member

Favorite Quote: Always be a first-rate version of yourself instead of a second-rate version of somebody else.

Full Bio
Professional Summary: David S. Russo, MBA, CPCU, CIC, CCL, ARe, API, AIM, AIS, ACS is the Senior Vice President of Services Operations and Support at Erie Insurance Group, a regional property/casualty and life insurer based in Erie, PA. Dave is responsible for setting the strategy, direction, planning, and execution of ERIE’s P&C Processing Organization, Center of Excellence, and Claims Quality and Compliance. Twenty-Nine years experience in P&C Insurance and Operations. Specialities: P&C Insurance, Operations Management, Business Process Re-engineering, Leadership, Communications, Business Strategy Development, Customer Service/Experience, Agency Relations and Leading Large Teams (Workforce of 500+).

Areas of expertise: Customer Contact Strategy & Operations, Customer Interaction and Customer Experience, Agent Engagement,

Additional area expertise: Property and Casualty Insurance Risk Management Operations Management

Most recent customer contact/customer experience initiatives: Erie’s Center of Excellence Operation Erie’s Engagement Program

Steve Schneider

Steve Schneider

Head of Contact Center Delivery, Aetna Health Plans

Customer Engagement Leadership Council Member

Steve is an Executive Director in Service Operations and has been with Aetna since 1986. He is currently responsible for the Business Transaction Services (BTS) organization, a shared services group supporting a diverse set of enterprise capabilities.

Full Bio
BTS supports over 2 billion constituent-facing and internal touchpoints annually. Prior to serving as the Head of BTS, Steve was the technology investment Portfolio Manager for National Customer Operations responsible for prioritizing and governance over $300m-$400m in annual IT investments.

Steve started his career in Aetna’s IT organization and spent 18 years in various roles including a software/application developer, project and program manager and eventually having responsibility for the development, delivery and operations for all of Aetna’s constituent facing web assets. He is hoping there isn’t any code that still has his name on it.

Steve has a Bachelor of Science in Management Information Systems from the University of Connecticut and is currently based out of Aetna’s home office in Hartford, CT.

Andrew Turner

Andrew Turner

Senior Vice President, Customer Experience, Cenveo

Bio is forthcoming.

James Vick

James Vick

Vice President, Customer Service, Acer America

Customer Engagement Leadership Council Member

Bio is forthcoming.

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