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Customer Service/Contact Center Achievement & Customer Service Success Judges

2019 JURY CHAIR

Jamie NussJamie Nuss, Vice President of Customer Success, Offerpad. Phoenix, Arizona, USA

Jamie Nuss is the vice president of customer success with the on-demand real estate company Offerpad. His role oversees the crucial development and scalability of Offerpad’s national Customer Success department, the organization’s leading customer-facing touch point.  Jamie was previously a GoDaddy team member overseeing the creation of numerous customer-centric teams. He has more than 15 years of deep-rooted expertise in operations management that cultivates high-performing individuals and engages team culture.  Jamie holds a bachelor’s degree in Economics and Finance from the University of Iowa.

COMMITTEE:

Shelly Alder, Manager, Domestic Customer Service
J.R. Simplot Company, Boise, Idaho, United States

Mark Brody, CEO
Brohawk Solutions, LLC, Round Rock, Texas, United States

Christina BrownChristina Brown, Vice President, Client Experience
Verified Volunteers, A Sterling Talent Solutions Company, Fort Collins, Colorado, United States

Christina Brown is the VP of Client Experience for Verified Volunteers, leading Implementation, Account Management and Client Services Departments. Christina has 14 years of service experience across regulated industries and holds a Bachelor of Business Administration a from Colorado State University and an MBA in Health Care Administration from the University of Colorado.

Sinem CopluogluSinem Çöplüoglu, Call Center Customer Experience Management Leader
Yapı Kredi Bank A.S., Istanbul, Kocaeli, Turkey

Sinem Çöplüoğlu has over 14 years of experience in customer services with  focus on contact centers. Her experiences ranges from complaint management, training, outsourcing, process development, sales, customer experience management, customer analytics and speech analytics. She currently works as the Experience Management Leader in Yapı Kredi focusing on Speech Analytics.

Laura CunninghamLaura Cunningham, NetApp Support Site Product Owner
NetApp, Durham, North Carolina, United States

Laura Cunningham has over 20 years of experience in successfully driving innovation in marketing and support digital experiences.

Ana Degani, Regional Director of Customer Service, Americas Region
DHL Express, Plantation, Florida, United States

Jan Benjamin EgerJan Benjamin Eger, Head of Partner Management & Operations
Tchibo GmbH, Hamburg, Germany

Jan Benjamin Eger has been Head of Partnermanagement and Operations since 2017. He has more than 20 years experience in Operations in multiple branches. Jan Helds multple Master Degrees e.g. an MSc from the University of Berne, an MBA from the Mauá Sao Paulo. He also teaches Seminars in Customer Service at universoity of Lueneburg.

Brad Ehly, Vice President Community Support
Ring, Phoenix, Arizona, United States       

Paul EngelPaul Engel, Customer Experience Manager
BlackBerry, Toronto, Ontario, Canada

Paul Engel is the Customer Experience Manager (Enterprise Support) for BlackBerry.  He has been with the company for nearly 4 years and is responsible for the Enterprise CSAT program.

Gary Fewkes, Director of Customer Service Operations
Traeger Pellet Grills, LLC, Salt Lake City, Utah, United States

Joe Ginetti, Senior Manager - Service Delivery North America
Bose, Framingham, Massachusetts, United States

Soner GumusSoner Gumus, Quality and Customer Services Director
Kaleseramik, Canakkale Kalebodur Seramik Sanayi A.S., Istanbul, Turkey

Soner Gumus has more than 15 years experience and knowledge in customer services management, call center operations, technical services, customer experience, service business development and loyalty projects. He has been in different management positions which the main scope was customer services and after sales services. Lastly, he has been director of the customer services for Kaleseramik. He has graduated from Istanbul Technical University for mechanical engineering. Now for the future step, he is mainly focused on to be a leader for customer experience excellence. Looking for something new, different, unique and value added for customer services process.

Kala Jarugumilli, Sr. Manager, Customer Success Operations
NetApp, Sunnyvale, California, United States

Dr. Nezar Kamal, MBA, PhD, Digital Marketing Manager
Digitrc, Sharjah, United Arab Emirates

Lynn Kiser, Sr Manager, Customer Contact Center
MedCost, Winston-Salem, North Carolina, United States

Amine Kiwan, eCom Supervisor
DHL Express, Beirut, Lebanon

Gangadhar KrishnaGangadhar Krishna, Founder
delightingcustomers.com, Dubai, United Arab Emirates

Gangadhar Krishna is the founder of delightingcustomers.com and author of a unique illustrative business book titled ‘Delighting Customers Is …’. Gangadhar’s 30 years experience and research led to a simple yet powerful theory on Service Excellence that received copyrights from the UAE Ministry of Economy and covered under the Indian Copyright Law. He firmly believes in organic business development based on the philosophy of ‘Sales Heaps but Service Reaps’.

Michael Lytle, Director, Customer Success | Sports & Entertainment
Extreme Networks, Kingston, New Hampshire, United States

Rowena MaxwellRowena Maxwell, Managing Director
Accenture, London, United Kingdom

I am a Managing Director at Accenture and have over 20 years’ experience in helping clients to drive change, particularly around their customer service proposition. I am passionate about placing the customer at the heart of decision making.

Anupama Menon, Senior Manager, Project/Program Management
Dell Technologies Ltd., Bangalore, Karnataka, India

Philippe MesritzPhilippe Mesritz, Vice President, Global Support Services
Lithium + Spredfast (A Vista Company), Georgetown, Texas, United States

Philippe Mesritz has led Support Services organizations for nearly 20 years, always leading with a focus on the customer experience and improving the business.

Ann Moreth, Senior Customer Service Engagement Manager
UPMC Health Plan, Pittsburgh, Pennsylvania, United States

Richard Myers, Vice President of Customer Support
Linode, LLC, Philadelphia, Pennsylvania, United States

Tommy NormoyleTommy Normoyle, Director, Global Operations, Support Infrastructure
Oracle Hospitality, Galway, Galway, Ireland

Tommy Normoyle is the Director of Global Operations, Support Infrastructure for Oracle Hospitality and Food & Beverage Support. He joined the Oracle team via the Micros Hospitality acquisition in 2015, where he had held a regional support management role.

Amy NovakAmy Novak, Senior WFM Consultant
Teleopti, Denver, Colorado, United States

Amy has over 18 years in the Call Center Industry, 13 years of management experience and has spent several years managing inbound and outbound service teams.

Julius Orayo, Regional Head of Projects
Jubilee Insurance Company of Kenya Ltd, Nairobi, Kenya

Kadir Mustafa Ozturk, Executive Vice President/ADC & Digital Banking Solution Projects
Intertech Bilgi Islem ve Pazarlama Ticaret A.S., Sisli, Istanbul, Turkey

Leslie PhillipsLeslie Phillips, Global Communications Director
GoDaddy, Scottsdale, Arizona, United States

Primary communications consultant for our largest, most-valued organization at GoDaddy - our people. With over ten years of online industry experience I have a true passion for start-ups and small business organizations. Frankly, I just have a huge crush on the Internet.
 

Jacque Plair-Rushin, President and Managing Principal
Rich Rush Enterprises, Atlanta, Georgia, United States

Dennis RenoDennis Reno, Vice President, Global Customer Success & Support
OneLogin, Inc., San Francisco, California, United States

Over thirty years experience leading customer service and customer success organizations within the software industry and most recently in single sign-on and identity management.  I have managed support and services organizations at Microsoft, Oracle, BEA Systems, Arxan Technologies and OneLogin.

Elizaveta Rybinskaya, Head of Telesales
Home Credit China, Heping District, Tianjin, China

Jonathan Sanchez, Marketing Manager, Americas
Sitel Group, Miami, Florida, United States

Melda Sofuoglu, Channel Experience & Operations Development Manager
Turkcell Global Bilgi, Istanbul, Turkey

Calvin St Juste, COO Global Fraud
Morgan Stanley, Ellicott City, Maryland, United States

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

Sunil Wadhwa, Senior Vice President, Global Customer Services
Druva, Sunnyvale, California, United States