Our Insightful & Visionary 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.

Past Advisory Board

Derek Cardet

Derek Cardet

Vice President, Customer Experience and Technical Operations, Geotab

Bio is forthcoming.

Sue Cloutier

Sue Cloutier

Operations Manager, 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. 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.

Full Bio
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

Nancy Fratzke

Nancy Fratzke

Vice President, Customer Care Centers, U.S. Cellular

Customer Engagement Leadership Council Member

As the Vice President of Customer Service at U.S. Cellular, Nancy ensures delivery of the best customer experience possible. Having served both customers and associates in various roles since joining U.S. Cellular in 1999, Nancy can effectively visualize the impact initiatives will have on both customers and the associates who serve them.

Full Bio
Nancy has a strong belief that people are the heart of every organization. She also believes that a focused and intentional balance between culture and operations is what produces the strongest teams and business results.

“Caring for associates and customers is both an art and a science. Without both, we risk losing our heart and our effectiveness.” During her tenure as Vice President, Nancy has guided her team through a billing system conversion, implemented new quality standards, executed a new incentive process and improved efficiencies, resulting in significant savings to the business. She has also worked to ensure that U.S. Cellular can adapt to the changing needs of its customers. Nancy holds a Bachelor of Science degree in Public Relations from Northwest Missouri State University.

Stephen Loynd

Stephen Loynd

Global Program Director, Digital Transformation Practice, Frost & Sullivan

Customer Engagement Leadership Council Member

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

Claire Mead

Claire Mead

Assistant Vice President, Client Service Center, American National

Customer Engagement Leadership Council Member

As Assistance Vice President of Client Service Center at American National, Claire Mead is responsible for overseeing a team that assists clients on any of their P&C insurance business not related to a claim. In addition, the team partners with Multiple Line Agents at American National to provide assistance to

Full Bio
their clients when they are unavailable in their local office. Claire has a wide range of experience during her 24 year tenure with American National Insurance Company. She has previously been an Underwriter, Underwriting Manager, and a Director of an Operations team that included billing and insurance operations functions. She was involved with the creation of a new call center at American National called the Client Service Center. This call center was started 10 years ago and now has approximately 90 team members. Claire has served as a member of the Baker Chair of Insurance Advisory Board at Missouri State University for the past 10 years and joined the Finance and General Business Advisory Board 2 years ago. In this role, she has the opportunity to provide feedback to the University from the local business community. Claire also serves on the newly created Service Center Industry Council hosted by the Springfield Area Chamber of Commerce. Claire holds an Insurance and Risk Management degree and a MBA from Missouri State University.
Eric Poe

Eric Poe

Managing Director, National Contact Center, TIAA

Customer Engagement Leadership Council Member

Eric Poe is Managing Director, Site Leader of TIAA’s National Contact Center in Charlotte, North Carolina. He serves as Branch Office Manager/Hub Manager for the Office of Supervisory Jurisdiction at the Betsill Facility in Charlotte. His responsibilities include oversight and supervision of approximately 350 registered representatives and managers servicing the firm’s more than 4 million retirement plan participants.

Full Bio
Prior to joining TIAA in 2013, Eric served as Senior Vice President in the Client Contact Center for Wells Fargo Advisors. Responsibilities included the oversight and supervision of all teams within the firm’s discount and bank store based businesses that supported discount brokerage trading, customer service, and new account sales. Prior to Wells Fargo Advisors, he held a number of leadership positions with E*TRADE Financial Corporation in both the Customer Service Contact Center and Corporate Services organizations.

Eric is a Registered Supervisory Principal (FINRA Series 7, 24, 63, 65). He earned his BS in Business Management from Northern Kentucky University, is an active member of SIFMA, and a graduate of the Securities Industry Institute (SII), sponsored by SIFMA and The Wharton School.

Tara Reichley

Tara Reichley

Senior Manager, Customer Relationship Center, Ubisoft

Customer Engagement Leadership Council Member

Tara has served in an operational and/or Human Resources Management capacity for 27 years. Fun fact about this is that it was with ONLY two employers AND they are on opposite ends of the spectrum – Private Label Credit Card Services and Video Game Customer Support. I’ll let everyone wonder which one is the most stimulating!

Full Bio
My experience has given me the good fortune of understanding multiple facets of supporting a contact center. Even better is that my current role has offered me the latitude to really make strategic and functional decisions to better impact both the player experience and the employee experience. Being both supported and encouraged by my employer is beyond amazing- this is only the beginning!

On a personal note, I have three teens at home. Although I love my job and Ubisoft, growing and guiding the kids is what matters most to me.

Steve Schneider

Steve Schneider

Head of Contact Center Delivery/Member Enrollment and Communication Solutions, 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. 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.

Full Bio
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.

Ross Tudor

Ross Tudor

Director, Customer Engagement Center, Electrolux

Customer Engagement Leadership Council Member

Providing Consumer and Customer support for Electrolux and Frigidaire branded major applianes such as cooking, refrigeration and laundry products. Over 2.5 million contacts annually and 500+ employees. Other Elelectrolux experiences have included Business Planning, 5-Year Strategic Plan, Pricing and Sales Planning.

Full Bio
Prior to Electrolux over 25 years with Ford Motor Company in a variety of Marketing, Sales & Service roles including: Business Planning & Strategy, Sales, Advertising, Joint Ventures and Product Development. University of Georgia and SEC college football fan; enjoys golf.
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