Customer Service Department & Achievement Awards Judges

2018 JURY CHAIR

Matt MedinaMatt Medina, Senior Director OF SMB Customer Service, Dun & Bradstreet, Tucson, Arizona, USA

As the Senior Director of Customer Service at Dun & Bradstreet, Matt enjoys developing leaders and taking care of customers. In 2017, Matt was recognized for spearheading teams that resulted in improved Net Promoter Scores, handled millions of customer contacts at an 82% service level, and contributed over $100 million in sales, saves, and collections.

Matt was named Contact Center Manager of the Year in the 2017 Stevie Awards, and in 2007 was awarded the Scott Cook Innovation Award from Intuit for TurboTax Solutioneering.

In his spare time, Matt enjoys coaching high school soccer and watching Club Atlético River Plate.

Committee:

Taufik Aldila Armaputra, Budget Controller
PT Petrokimia Gresik, Gresik, East Java, Indonesia

Jeanne Bliss, President
CustomerBliss.com, Bellevue, Washington, USA

Roy Dicello, Senior Director, Imaging Customer Care
KaVo Kerr, Atlanta, Georgia, USA

Alan DowlerAlan Dowler, Director of Client Services
Hamilton Jewelers, Princeton, New Jersey, USA

18 years with a 105 year old luxury Jewelry company with multiple stores in NJ, PA & FL.
 

Alex Edens, VP, Corporate Learning & Development
Optima Tax Relief, Santa Ana, California, USA

Richard Feinberg, Professor, Department of Consumer Sciences and Retailing
Purdue University, West Lafayette, Indiana, USA

Simone Fojut, Chief Editor, CallCenterProfi
SFO Medien GmbH, Wiesbaden, Germany

Chris French, Vice President, Customer Success
Globoforce, Southborough, Massachusetts, USA

Jennifer Gogol, Customer Service Manager
City of Toledo, Toledo, Ohio, USA

Sandra Hill-Lynch, Account Manager, Business Communications
John Hancock, Boston, Massachusetts, USA

Phillip Horvath, Senior Vice President, Professional Services
Merchant Partners, Redmond, Washington, USA

Tunde Hubina, Vice President, Customer Care & Experience
Liberty Global, Luxembourg, Luxembourg

Suchit Kaul, Executive Director
JP Morgan, New York, New York, USA

Jamie MorkJamie Mork, Head of Application Support
Merrill Corporation, St Paul, Minnesota, USA

Known as a collaborative and empowering leader, Jamie delivers innovative solutions that drive customer and staff loyalty.  A customer champion in software support for over 20 years, he understands key loyalty drivers and translates strategic vision into effective tools, processes and services.  His passions are coaching others to realize success and using analytics to drive improvements and create value for customers.

Will O'Keeffe, Vice President, Global Support & Operations
Acquia, Burlington, Massachusetts, USA

Leslie Phillips, Internal Communications
GoDaddy, Scottsdale, Arizona, USA

Lou Reinemann, Director, Customer Care
SmartBear Software, Somerville, Massachusetts, USA

Joao Pedro SantannaJoao Pedro Santanna, Customer Services Director
Oi, Rio de Janeiro, Brazil

João Pedro Sant'Anna is an executive with 20 years of experience in CRM and Analytics. He is Director of Customer Service at Oi (Brazilian Telco with +60MM customers) and Professor of the MBA in Marketing at FGV in the disciplines of 'Big Data and Analytics' and 'Management of customer loyalty'.

Paul ShiromaPaul Shiroma, Director of Training
First American Database Solutions, Santa Ana, California, USA

Paul Shiroma has been involved in training, training management or training related jobs for almost 25 years. Audiences included internal and external customers using custom and off-the-shelf content across all learning modalities. He has also been involved in rollouts of LMSs and CRMs. Paul has a Bachelor's and Master's degree in Public Administration.

Sheena Sweeney, Managing Director - Global Customer Service
Moody's Analytics, New York, New York, USA
   

Anika Tannebaum, Senior Head of Customer Service
Brands4friends, eBay Inc., Berlin, Germany