Customer Service & Contact Center Achievement Awards Judging Committee

Chair:

Neal Topf, President
Callzilla, Miramar, Florida, United States

Neal Topf is the President and Co-Founder of Callzilla, an outsourced contact center provider. Inspired by Annette Franz’s Built to Win tome on how to truly serve customers, Neal has learned the importance of shaping Callzilla to be Employee Centric, Customer Centric, and Client Centric. Neal’s passions are taking apart and solving modern Customer Experience puzzles through the lenses of the employee, customers, and clients, including how the intersection of humans and artificial intelligence can be leveraged to remove friction, to improve speed of response and resolution rates and truly place each of these at the center of the enterprise. 

Neal serves on the Executive Board of the Society of Consumer Professionals (SOCAP) where he enjoys the role of governance of a leading CX industry association. A graduate of the HEC Paris MBA program, Neal studied entrepreneurship and general management. Prior to his MBA studies in Paris, Neal worked for 4 years in the international division of MCI, the great telecom challenger of the 80’s and 90’s, which was a career changing opportunity. Neal now resides in South Florida where he tries to incrementally improve his golf game. And in his spare time, he wonders if the Washington Commanders, his lifelong favorite football team, will ever return to prominence? 

Committee:

Mahmud Adeleye, CTO (Chief Technology Officer)
Interactif.ai, Aurora, Colorado, United States
Mahmud is the CTO (Chief Technology Officer) of Interactif.ai. With a Master's in Computing Science, he has several years of experience architecting scalable software applications for innovative companies. Mahmud has also led an award-winning non-profit platform with over $20k in grants and donations, providing educational materials to kids in Africa.

Srinivas Akella, Software Engineering Director       
USBANK, Frisco, Texas, United States
Srinivas is a Director of Engineering at U.S. Bank with over 20 years of experience in leading digital transformations across various industries. Srinivas is committed to delivering exceptional customer experiences using Conversational AI, Cloud, Microservices, and Emerging Technologies and has successfully built and deployed intelligent chatbots, voice assistants, and virtual agents using platforms.

İbrahim Boylu, Business Development Unit Manager         
Yüce Auto Motorlu Araçlar/Skoda Türkiye, Maltepe, Istanbul, Turkey
İbrahim manages the Business Development Department for Yüce Auto AŞ. He has 14 years of experience in Automobile business. After graduation from Industrial Engineering, he had his MBA degree from Southern States University San Diego, Master's Degree from Nişantaşı University in Business Management as a Phd (C) in Nişantaşı University in Business Management.

Keyur Parbatbhai Dodiya, System Engineer    
Doli Systems Inc, Jersey City, New Jersey, United States
Keyur has been working as a System Engineer for Doli Systems Inc. since 2014. He has more than 12 years of experience in software development, improving customer experience, and hands-on experience migrating legacy systems, contributing to and across teams for business growth, and transformation on different emerging technologies and platforms with multiple clients.

Narasimha Kishore Yadav Dupally Naval Venkata, Operations Manager           
DSKN GROUP, Sacramento, California, United States
Narasimha has a self-motivated career across operations and engineering management. He is an experienced professional known for his comprehensive skill set and visionary approach. As an accomplished aeronautics engineer, he has excelled in product research and development, showcasing expertise in engineering design, quality assurance controls, and forward-thinking strategic planning.

Karyn Dupree, Senior Director, Quality Solutions    
BPA Quality, Melville, New York, United States
Karyn Dupree is a seasoned professional with a distinguished career at BPA Quality, where she currently holds the position of Senior Director of Quality Solutions. With extensive expertise in contact center quality monitoring and customer experience management, Karyn has played a pivotal role in driving excellence in interactions between customers and agents.
 

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

Shiva Gangaraju, Senior Salesforce Developer      
ForgeRock US Inc., San Francisco, California, United States
Shiva Gangaraju has been working as a Senior Staff Enterprise Systems Developer within their Salesforce Space since 2022. He has more than 8 years of experience in CRM Technology Management specializing in Sales & Service Management. Shiva also teaches Salesforce CRM to Sales & Service representatives as a freelancer.

Vihar Garlapati, Director of Technology       
Optum Inc, San Francisco, California, United States
Vihar Garlapati has over 15 years of experience in Information Technology and is a dedicated Engineering leader specializing in Cyber Security and Application services. His expertise spans critical domains such as Identity and Access Management, Identity Governance, Administration, Audit Support, and Engineering Productivity Services for SAAS and On-Premises Applications.

Ivan Georgiev, Co-Founder and CEO          
Pontica Solutions, Sofia, Bulgaria
Ivan is the co-founder and CEO of Pontica Solutions, an award-winning BPO and ITO company providing high-value customer experience (CX) solutions and business performance optimization in the following industries: High Tech, FinTech, Health Tech, E-Commerce, Logistics, Games, and Entertainment.

Tammy Godby, Global Director, Global Organizational Development        
Percepta, Alexandria, Kentucky, United States
Tammy built strong cross-functional relationships, led diverse delivery team initiatives and projects, and championed thought leadership. Tammy holds a BA degree in Organizational Management and Public Administration, an MS degree in Executive Leadership and Organizational Change, and certifications in Leading Diversity, Equity, and Inclusion and National Mental Health First Aid Instructor.

Venkata Ashok Kumar Gorantla, Associate Director
Verizon, Irving, Texas, United States       
Ashok, an Associate Director at Verizon, pioneers advanced AI/ML algorithms to enhance customer experiences, driving loyalty and profitability. He has over 17 years of experience in Low-code & No-Code platforms, AI/ML, intelligent systems and driving business & technical transformations. A graduate of GeorgiaTech, he is also a published IEEE researcher.

Jerry Holly, Director, Customer Experience
Virginia Tile Company, Livonia, Michigan, United States

Syed Adnan Jawaid, VP Systems Engineering       
MUFG Bank Ltd., (MUBK US), Tempe, Arizona, United States
Syed has been working as VP for MUFG Bank Ltd. (MUBK US) since 2020. He has 11 years of experience in Information Security and 5 years in Cybersecurity. He is an industry-recognized expert in Artificial Intelligence and Machine Learning. He is a graduate of the Washington University School of Science and Technology.
 

Mandeep Kaur, Technical Director   
AIS, Reston, Virginia, United States
With over 17 years of distinguished expertise spanning Software Development, program management, technology adoption, cloud solutions architecture, and strategic leadership in areas such as data modernization, AI integration, and Fintech, Mandeep brings a comprehensive skill set. Recognized for her fervor for delivering results and operational efficiency, Mandeep has successfully orchestrated complex modernization projects.

JoAnn Kay, Chief of Staff      
Graduation Source and AvantiSystems, Greenwich, Connecticut, United States
JoAnn is an expert in service with 45 years of experience. As one of the Directors on the Leadership Team at The GordonGroup, JoAnn works for AvantiSystemsusa.com and GraduationSource.com. She takes pride in providing the best service possible to all. JoAnn’s success can be traced back to Fortune 500 companies. 

Tony Keesee, Vice President, Payment Support Services
Optum Financial, Plano, Texas, United States
Tony has been with Optum Financial for 13 years. He has over 30 years of experience in providing leadership and expertise in developing best-in-class centers. He is recognized for operational metrics, team productivity, motivation, and innovation in both small, privately held companies and national and global companies.

Kamala Manju Kesavan, Director of Software Engineering
VISA, Atlanta, Georgia, United States
Kamala is a technical leader with more than 20 years of experience in enterprise software implementation. Kamala, with a Master of Science in Cloud Computing Architecture from the University of Maryland and a Master of Computer Science from Madurai Kamaraj University, specializes in technology solution strategy, software development, and DevOps.

Özgür Kizilkaya, Customer Services & Quality Group Manager     
Avansas, İstanbul, Kağıthane , Turkey
Özgür has worked in Customer Services and Customer Experience functions in multicultural companies. Working at all levels of customer service. He handled calls, led teams, oversaw projects, restructured and expanded organizations, created and redesigned processes, and improved Self-Service channels. His expertise is in redesigning and restructuring the Customer Services and Customer Experience Departments. 

Joseph Lam, Senior Content and Creative Director
IBM, Markham, Ontario, Canada
Joseph Lam is a Senior Content and Creative Director at IBM. Joseph has a rare blend of business, creative, and technology background. He is also an IBM Master Inventor. Prior to his current role, Joseph headed global communications for IBM Support. 

Ajmeer Ali Liyakkathali, Director of Customer Service Automation           
Concentrix, Phoenix, Arizona, United States
Ajmeer is a seasoned leader in the field of customer service automation, currently serving as the Director for Customer Service Automation at Concentrix. With a focus on innovation and a customer-centric approach, he is a distinguished figure in the automation industry. He continues to drive impactful change, setting new standards for excellence.

Shaun Marshall, Owner
Shaun and Company LLC., DeSoto, Texas, United States
Shaun has over 20 years of customer-facing industry experience. Shaun has led customer-facing initiatives at U-Haul Moving and Storage, CARquest Auto Parts, G6 Hospitality (Motel 6/Studio 6), Dickey’s BBQ Restaurants, and most recently, Careismatic Brands. Shaun has led impactful transformational change in the contact center and has led several CX technology implementation initiatives.

Patricia Martínez, Marketing Manager         
Anexa BPO, Mexico City, Mexico
Over the course of five years at Anexa, Patricia has won over 20 awards, championing Anexa's customer service initiatives. She has vast experience in B2B marketing and has helped design several internal processes at Anexa, including the planning and implementation of new projects.

Jephin Mathew, Head of Operations
Dubai Technologies, Dubai, United Arab Emirates
Jephin Mathew,CCXP,COPC,PMP,MBA, brings over 17 years of expertise in Contact Centers and CX Operations. Currently heading operations at Dubai Technologies, he pioneers industry standards and fosters innovation. He is a board member of the Dubai Chambers Contact Center Business Group and is on the advisory board of ContactCenterWorld.

Kumar Mayank, UX Manager - Google Ads Customer Engagement          
Google LLC, Mountain View, California, United States
Kumar is a UX Design Leader with 15+ years of experience in leading teams, designing innovative products, and driving business results. He has a proven ability to leverage data to design complex applications, as evidenced by patents and work featured in the Apple AppStore, an expert in building and managing high-performing teams.

Vikas Mendhe, Senior Consultant    
LaunchIT Corp, Austin, Texas, United States
Mendhe is an experienced software development professional specializing in software system engineering for financial applications, data integration and transformation, cloud computing, and project management. He is currently serving as a Senior Consultant at the Office of the Governor in Austin, Texas. Mendhe holds a PMP certification and IEEE Senior Member status.

Sayantan Mukhopadhyay, General Manager
Nubank, El Cerrito, California, United States
Sayantan is the General Manager for the Customer Experience Platform and Generative AI Platform, building products and services for 95M+ global users. He led the Nubank Growth product before this. Previously, he has spent 8+ years in Ad Tech delivering cumulative USD 1B+ incremental revenue for Meta, Pinterest and Twitter.

Sunny Nandwani, CEO & Founder   
Acuver Consulting Inc., Atlanta, Georgia, United States
Sunny, founder and CEO of Acuver Consulting Inc., stands at the forefront of IT innovation in order and warehouse management. Acuver has empowered Fortune 100 companies globally by delivering bespoke digital solutions. An alumnus of IIM Bangalore and recipient of the Dr. APJ Kalam Excellence Award and the 2023 World's Best Emerging Leader.

Abdul-Hakeem Omotayo, Chief Executive Officer  
Interactif AI, Sacramento, California, United States
Abdul-Hakeem, CEO and President of Interactif AI, is a distinguished figure in the fields of artificial intelligence and applied mathematics. He brings experience from his tenure as an AI Research Software Development Engineer at Microsoft, where he contributed significantly to pioneering AI projects. Also, he currently leads AI research at Ro'Ya.

Prasana Kumar Parthasarathy, Director Customer Solutions
Razorpay, Chennai, Tamil Nadu, India
Prasana Kumar Parthasarathy is a distinguished leader in CX, Technology, Strategy and Customer Solutions, amassing 21+ years of expertise across pivotal sectors like Fintech, Telecom, etc. Collaborations with industry giants from Cisco to Razorpay underscore his influence. Serving as the Asia Regional Council Leader at CXPA solidifies his industry stature.

Stella Popova, Operations Manager
Pontica Solutions AD, Sofia, Bulgaria
A professional with extensive experience in the BPO industry, Stella's career journey, evolving from an entry-level support role to Operations Manager, highlights her expertise in optimizing diverse operational functions to drive efficiency and ensure exceptional client satisfaction. Beyond her operational skills, Stella is committed to cultivating teamwork, encouraging engagement and facilitating talent development.

Muhammad Ashraful Quader, Head of Consultancy Services       
Impactt Bangladesh Limited, Dhaka, Bangladesh
Ashraf has been the Head of Consultancy Services at Impactt Limited. He is responsible for professionalizing the operational activities of the company by bringing a commercial focus to the client's offering. Engaged in the well-being of the workers through ethical assessment, in-depth investigation, human rights impact assessment, and risk assessment.

Mohammed Rameez Rizvi, IT Lead
Exelon Corporation, Chicago, Illinois, United States
As an accomplished IT professional with over 12 years of diverse experience in enterprise data management, process engineering, and technical architecture, Mohammed is also a mentor, speaker, and author. He excels at capturing complex business challenges, collaborating closely with development teams, and delivering solutions that consistently exceed stakeholder expectations.

Jacqueline Rushin, Founder and President
Alexander and Rushin Holistic Mental Hea, Fayetteville, Georgia, United States
With 30+ years of diverse corporate leadership experience, Jacque has spearheaded global support and deployment operations, securing multi-year Stevie Awards. She is COO at MGC Consulting and President and Founder of Alexander and Rushin Holistic Mental Health, dedicated to enhancing mental well-being for underserved communities and business professionals.

Stacy Sherman, Founder - Chief Experience Officer           
Doing CX Right®, New Jersey, United States
Speaker, author, & customer experience practitioner boosts client loyalty and staff engagement through Heart & Science™. Honored as a Top 30 Global Guru, Top 25 CX Thought Leader by ICMI, & with W3 award for Doing CXRight Podcast. She offers insights on LinkedIn Learning, with a book on Journey Management soon.

Craig Stoss, Director of CX Transformation Delivery           
PartnerHero, Waterloo, Ontario, Canada
With over 25 years of customer-facing experience collaborating with companies in 30+ countries, Craig has developed a deep understanding of customers' expectations for their vendors. He has worked with dozens of companies in the e-commerce, health care, edtech, and SaaS spaces to customize and personalize their customer experiences.

Ramsundar Sundarkumar, Director of Engineering            
Aledade, San Jose, California, United States
Ramsundar Sundarkumar, currently the transformative Director of Engineering at Aledade, Inc., has an illustrious career from Google to Airbnb, blending leadership with technical innovation in healthcare and privacy. His rich background includes a Master's in Computer Science and contributions to critical technology developments, demonstrating profound impact across tech giants and startups.

Nitin Uttreja, Director, Global Cybersecurity
The Estée Lauder Companies, New York City, New York, United States
Nitin is a dedicated and results-driven CyberSecurity leader with 15+ years of experience in Cybersecurity. His leadership and collaboration skills have enabled him to work closely with executive teams and stakeholders to align cybersecurity objectives with business goals, all while staying current on emerging threats and cutting-edge technologies in the ever-evolving cybersecurity landscape.