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Customer Service/Contact Center Team Awards Judges

2019 JURY CHAIR

Rob SiefkerRob Siefker, Senior Director of Customer Loyalty, Zappos.com. Las Vegas, Nevada, USA

Starting his career with Zappos in 2004 as a temporary call center employee, Rob has helped the team grow from 30 to over 500 employees. He is currently director for the Customer Loyalty Team.  Rob has spent his entire career with Zappos providing the very best service for both customers and employees. Rob is a strong ambassador and promoter of the Zappos brand and its commitment to developing a world-class culture. He has represented Zappos by speaking at conferences for IQPC, Frost & Sullivan, and Marcus Evans. He has also been a guest speaker at Purdue University’s Center for Customer Driven Quality.  Rob grew up in Denver, Colorado, and in 2002 earned a bachelor’s degree in History from Santa Clara University, California. When Rob isn’t busy cultivating culture at Zappos, you can find him playing tennis, baseball, golf, football, soccer, and basketball, as well as swimming, hiking, and skiing. Rob also loves playing guitar and singing.

COMMITTEE:

Kim BeyrentKim Beyrent, Director of Customer Support
Rocket Matter, Boca Raton, Florida, United States

Kim Beyrent currently serves as the Director of Customer Support at Rocket Matter. She holds over 20 years of experience in Customer Support, spanning from small start-ups to large organizations, and managing big brand names across many teams.  Her passion is in having meaningful interactions with people to support positive growth in individuals and companies alike. Her team holds multiple awards for Customer Service and exceeds performance standards industry-wide.

Jeanne BlissJeanne Bliss, President
CustomerBliss, Bellevue, Washington, United States
  
Jeanne Bliss pioneered the role of the Chief Customer Officer and is an architect of the customer experience movement. Since 1983, she’s been a five-time Chief Customer Officer, coached 15,000 global executives on how to earn admirable growth by improving lives, delivered 1,500 keynotes, written four international best-selling books on Customer Experience, and cofounded the Customer Experience Professional’s Association.  

Elaine BuxtonElaine Buxton, President
Confero Inc, Cary, North Carolina, United States

Elaine Buxton is president and CEO of Confero Inc,  a leading provider of customer experience research services to leading US brands and multi-unit companies. She has 33 years of experience in user experience, mystery shopping and customer experience research. Confero has received numerous Stevie Awards, including Customer Service or Call Center Consulting Practice of the Year and has appeared on the Inc 5000 list.

Pembe CandanerPembe Candaner, President & Co-Founder
JobzMall, Irvine, California, United States

Pembe Candaner,co- founder and president of JobzMall, has pushed the limits for women in business and society at large for decades.  A well-known and successful businesswoman from Istanbul, Pembe is a thought leader within the employment industry, both in the U.S. and abroad, has many national and international publications and the author of four books.

Lucia Caron, Manager, Customer Operations
Verint Systems Inc., Herndon, Virginia, United States

Joe Cherian, Regional Vendor Manager
Vonage, Chennai, Tamil Nadu, India

Anaida DetiAnaida Deti, CEO
DentalX, Toronto, Ontario, Canada

Anaida Deti has been the Ceo of DentalX since 2013.  A Registered Dental Hygienist, Anaida has made it her mission to educate patients on the importance of dental health.  She founded Mission Kind (Kids In Need of Dentalcare), to help children aged 6-16 obtain much needed dental work at no charge. Her passion and dental expertise has garnered her media coverage on Rogers Daytime Television, Sirius XM Radio’s What She Said, GlobalTV, CTV, CP24, CTV NewsChannel, Newtalk1010 and more. She has been featured in the Toronto Star, Elevate, Parents Magazine, Focus Magazine and more. She is the dental blogger for Huffington Post, Thrive Global and Inside Toronto. Her blogs are usually featured on Oral Health Group website.

Jennifer Gogol, Customer Service Contact Center Manager
City of Toledo, Toledo, Ohio, United States

J Israel GreeneJ Israel Greene, Certified Leadership Teacher & Coach
Israel Greene, LLC., Chicago, Illinois, United States

J. Israel Greene is a professional speaker, Leadership Teacher, and Coach with The John Maxwell Team. For the past twenty years, Israel has held a variety of leadership positions in organizations ranging from startups to Fortune 500 companies.   Most recently he served as a Global Director for one of the industry’s fasting growing Ecommerce Consulting firms, leading cross-functional teams distributed across North America and Europe. He is also the founder and Artistic Director of the award-winning theatre company Greenetree Productions. Mr. Greene is currently authoring a book titled, “Forgotten Sons…40 Lessons for 40 Years”, which chronicles his life story and offers real-world advice for young minority men and women on managing their path to success.

Irina IftenieIrina Iftenie, Customer Service Director
DHL Express Romania, Bucharest, Romania

I have more than 15 years of Customer Service experience from CS advisor, Teamleader, Supervisor and Manager and starting this year I am CS Director. I graduated Law School Bucharest and also Master in Business Communication, Faculty of International Business and Economics.

Eduardo Jordan, Director
Ed Jordan Inc./CEC, Cary, North Carolina, United States

Tony KeeseeTony Keesee, Vice President, Support Services
VPay, Plano, Texas, United States

Tony is the Vice President of Support Services for VPay, whose payment solutions pave the way for fast, complete claims payments for a large variety of businesses. He has over 20 years of experience in providing leadership and expertise in delivering a world-class customer experience, integrating operating systems, and implementing new processes, procedures and technologies in both business-to-business and business-to-consumer industries. He is recognized for operational metrics, team productivity, motivation, and innovation in both small privately held companies and national and global companies, including Brinks Cash Logistics, The Dallas Morning News and Siemens-Optsiphere.

Joshua KelleyJoshua Kelley, Manager, Training
MTM, Inc., Minneapolis, Minnesota, United States

Joshua Kelley has been with MTM for 4 years and is a Manager of Training overseeing all on-boarding and leadership training for the MTM family of companies. With more than 18 years of leadership and training experience, Joshua is a graduate of Concordia University, and a Kirkpatrick Gold Certified Professional.
 

Tony McGuinnessTony McGuinness, Head of Customer Boarding
sales-i, Solihull, West Midlands, United Kingdom

Tony has worked in the Software-as-a-Service area since 2008. Currently he is Head of Customer Boarding, looking after global Data and Support teams with a major focus on the implementation of all new clients.  He is responsible for growing and scaling Customer Success and Training Teams. Unrivalled retention rates remain at the core of all his activities as well as commercial and general management tasks.


William O'Keeffe, Vice President, Global Support
Rapid7, Burlington, Massachusetts, United States

Jeanette Ramey, Contact Center Manager
MAC Property Management, Northlake, Illinois, United States

James RischarJames Rischar, Senior Vice President, Services & Support
OneCause, Indianapolis, Indiana, United States

James has been Vice President of OneCause Service & Support since 2010.  He has more than 20 years experience in leading customer support, consulting, professional services and IT teams, ranging from global fortune 500 to software startups.  He is a graduate of Purdue University (BS) and University of Michigan (MBA) and has certifications in production management (CPIM).

Toni Roberts, Vice President, Customer Service & Operations
Delta Dental of Michigan, Farmington Hills, Michigan, United States

Rohan ShendeRohan Shende, Advisory Manager - Technology Transformation
Ernst & Young, LLP, Princeton, New Jersey, United States

Rohan Shende is a Manager in the Advisory Services practice of Ernst & Young LLP. Rohan has 15 years of diverse experience in in Sourcing, Shared Services, Global Business Services (GBS), Digital Transformation, Robotic Process Automation, Strategy Consulting, Process Improvement, and Project Management. Rohan has supported many Life Sciences & Pharma clients in their IT Infrastructure and ADM outsourcing deals worth $1billion in Total Contract Value. Rohan has assisted High Tech and Consumer Market clients in their IT and Finance Shared Services transformations.  He has also developed Market Entry Strategies for Automotive & Electronics clients.

Manfred StockmannManfred Stockmann, Founder and CEO, Honorary Chairman of CCV
C.M.B.S. Change Management Beratung & Coaching, Olching, Bayern, Germany
     
Formerly a manager in the finance Industry (1990-2002), co-founder and VP of the European CC-umbrella association ECCCO (2002-2018), and President of the German CC-Association (1999-2017). Today a Tutor for Change, motivator, inspirer, networker, author, speaker, and entrepreneur. With all this experience as a mental-coach and specialist for customer experience, organizational design, and personality development, Manfred and his team accompany executives and entrepreneurs on their transformation plans into the digital future.

Doug StorbeckDoug Storbeck, Director of Operations
Leadpages, Minneapolis, Minnesota, United States

Over 25 years of experience initiating and delivering sustained business results in public and privately held companies across various industries including: human capital management, hospitality, education, digital marketing, and sales enablement.

Joshua Strahler, Support Center Manager
Network Alliance, Parkersburg, West Virginia, United States

Özge Tekalp, Head of Contact Center
Türk Ekonomi Bankasi A.S, Istanbul, Turkey

Thomas ThurlingThomas Thürling, Team Leader, National Markets
Badische Zeitung, Bad Krozingen, Baden-Württemburg, Germany

Thomas Thürling has been working in customer service for 25 years. He was responsible for the service area of a software company, an e-mail marketing company and is currently working for a publishing house.
 

Kathy TownendKathy Townend, Senior Manager, Corporate Marketing
Mitchell International, San Diego, California, United States

Specializing in leading groups through change (downsizing, shift in goals, ownership changes) and shifting priorities, I thrive in regulated industries including finance, insurance and health. A keen understanding of the importance of marketing to the right customer and a passion for including the customer voice in product design. Ability to bring order to chaos and known for delivering results. Proven success driving the transformation of a business into a more efficient and thriving environment.

Lori Van DykeLori Van Dyke, Senior Manager of Customer Care
Access One, Inc., Chicago, Illinois, United States

Lori VanDyke has been Manager for Access One since 2012. She has more than 14 years experience within the  telecommunicaitons industry.

 

Brian ZottiBrian Zotti, Senior Vice President
i-CAN Consulting, San Francisco, California, United States

Brian Zotti is a 20-year contact center expert who began his career leading large contact centers in collections, customer service and sales at Capital One. Later he joined the education management industry and worked his way up to senior executive-level positions overseeing 000s of contact center and back-office teams, as well as, shared service departments including workforce management, QA and compliance, training, business analysis, PMO, and process improvement, and vendor management.