Breakout Session Speakers

Session A

Transforming Your Business for the Customer of the Future
Dwayne Black, Shutterfly
Dwayne Black is Senior Vice President and Chief Operations Officer. Dwayne is responsible for all strategic and operational aspects of the Shutterfly, Inc. manufacturing, global order fulfillment and customer service operations in its state-of-the-art Charlotte, NC, Shakopee, MN and Tempe, AZ, manufacturing facilities. Dwayne is also responsible for our Enterprise Business Group. An experienced leader in digital printing, Dwayne brings more than 25 years of operations and logistics expertise, with experience opening and restructuring 18 manufacturing and distribution facilities domestically and internationally.

Prior to joining Shutterfly, Inc., Dwayne served as Vice President of Operations with the Banta Corporation, a leading provider of printing and digital imaging solutions to publishers and direct marketers owned by RR Donnelley (NYSE: RRD), where he was most recently responsible for the strategic direction and management of five manufacturing facilities. Throughout his 12-year tenure with Banta, where his clients included many Fortune 500 companies, Dwayne held various leadership positions within Banta's Literature Management Group, Packaging & Fulfillment Group and Book Group.

John Billings, Hilton
John Billings is Director of Global Vendor Performance for Hilton, where he leads contact center vendor operations and outsourcing strategy for Hilton’s portfolio of hotel brands. In this role, John is responsible for vendor partner sites in Asia, the Caribbean, Central America, and Europe. Since joining Hilton in July 2016, John has lead a significant update to Hilton’s contact center outsourcing strategy that has resulted in the launch of new partner sites in the Philippines, Jamaica, and India, while delivering record levels of customer satisfaction.

Previously, John was in business development for Teleperformance, where he conducted contact center operational assessments for global brands across several different industry verticals, including travel, retail, publishing, education, electronic entertainment, and healthcare. Prior to joining Teleperformance, John spent 14 years with Sabre Holdings and its online travel retailing division, Travelocity. At Travelocity he was responsible for captive and vendor partner sites in the US, Canada, India, and the Philippines.
 

Harvey Livingston, AT&T
Harvey Livingston is a Regional Vice President for AT&T responsible for the B2B Outbound Telemarketing program (OBTM), the National Online Business Web Center, the Business Web Dealer program and the Online Chat initiative within AT&T’s Alternate Channel Program. He is an accomplished business solutions executive who values the human element in achievement with coaching and development expertise, broad telecom and technical knowledge and an extensive track record of success optimizing performance and generating profit while providing excellent customer service. He has proven leadership in sales management and execution, contact centers, contract negotiations and customer relationships. He is a consistent community volunteer with an emphasis on economic empowerment, entrepreneurship and youth development. He is a sought-after speaker on a variety of business and developmental topics including customer experience, change management, coaching and development, leadership and on small business effectiveness. Harvey holds a bachelor’s degree in Advertising and resides with his wife June in Sacramento, California and has one son.
 
The Power of Culture
Bryan Crouch, A Marketing Resource
Bryan has a passion for contact centers. With nearly fifteen years in the industry, he has had the opportunity to witness the good, the bad, and the downright ugly. Working with A Marketing Resource, a multi-site BPO headquartered in St Paul, MN, he oversees customer service and environmental marketing efforts. Bryan believes that the one thing contact center leadership has 100% control over is culture. In a high velocity, BPO environment, a company-wide positive attitude is the way to not only survive, but to thrive. If Bryan is not singing on the sales floor of AMR’s offices, you can find him backpacking with his wife on trails around the U.S.

Tamien Dysart and Vaney Hariri, Think 3D Solutions
Think 3D Founders Tamien Dysart and Vaney Hariri are the authors of the book "Think 3D: A Radical New Approach to Maximizing the Potential of Your Team" and have over 3 decades of combined experience and leadership expertise working for various Fortune 500 companies. Tamien earned his MBA in Business Management from the University of Sioux Falls and spent the last 10 years in senior leadership positions. Vaney has been an active participant in giving back to the city, being involved with the human relations commission for 10 years, chairing it for 5 years and was recognized for his great work within the community when he received the Mayor’s (Sioux Falls) “Leadership Award” in 2014.  Their workshops and keynote presentations are interactive, inspirational, thought-provoking and outcome focused. 
 
Improving the CX and Reducing Risk in an Omnichannel World
Ellwood Neuer, SVP Solutions Engineering, Noble Systems
Mr. Ellwood Neuer has over 23 years’ experience in telecommunications and information technology, the last 15+ years in the contact center and CRM technology assessment and deployment. As the SVP Solutions Engineering for Noble Systems, he is responsible for working with contact center organizations to share technical knowledge and best practices to help them optimize operations and achieve business goals. Ellwood has a broad-base competency of technology including CRM, IVR, ACD, CTI, unified communications, and process automation.
 
Noble Systems has over 28 years of experience providing innovative customer contact technologies and solutions to the market. With over 150 technology patents and growing, Noble understands the daily challenges that affect contact center operations, and leads the way in pioneering solutions to overcoming obstacles to improve performance.
 
 
Building Customer Confidence in a Connected World: Enable Trusted Experiences Across all Channels
May Cho, Comcast
May Cho is the Director of Inbound Sales & Quality for Comcast HQ Call Center Sales.  In her role, she is responsible for developing and leading the quality strategy for the call center sales channel, which is the largest sales channel at Comcast and includes both inbound and outbound sales. She has over eight years of telecommunications experience including competitive marketing and has spent over seven years in outbound call center operations focused on vendor management, strategic development and deployment of various sales effectiveness programs. In addition, May also is currently the Co-President for the PACE Philadelphia Metro Chapter.



Matt Edmunds, Neustar
Matt Edmunds is an Executive Director for Neustar Fraud, Risk and Compliance Solutions where he is focused on leveraging identity-related data and intelligence for smarter and safer contact strategies. Matt has over 20 years of unique contact center experience with both the operations and technology sides of the business and has led business units across the full consumer lifecycle including marketing, customer care, fraud, and collections.  He spent nearly ten years at Capital One building and leading various teams in fraud and collections operations before moving to the contact center technology business.  Matt spearheaded sales and solutions at SoundBite Communications during the high growth period of cloud customer contact technology that later sold the business to Genesys.  At Genesys, Matt led the outbound communication sales and solutions team for over three years. 



Andy Balthaser, Alorica
Andy serves as Vice President of Compliance Risk Management for Alorica. In this role, he is responsible for leading the compliance effort across the Alorica enterprise and all subsidiaries. His current oversight includes compliance with laws, regulatory, corporate and client requirements as well as management of the compliance management system. He is also responsible for formulating and implementing Alorica’s policies and procedures and making sure they are communicated and trained upon across the company.
Andy has been in the industry over 19 years and is currently a member of ACA International, CRC (Consumer Relations Consortium) and PACE. Andy also is on the CRC Steering Committee and is a member of the National Board of Directors for PACE. Prior to joining Alorica, Andy has held many positions in strategy & analytics, operations and compliance at Capital One, NCO Financial Systems and Expert Global Solutions. 
 
 
 

Session B

Are you suffering the pains that come from delivering inconsistent customer experience across your business/BPO?
Steve Weston, EPIC Connections
Steve is a 30+ year BPO industry leader with executive experience with leading BPO companies and on transformational client solutions.  Steve has held executive positions at Convergys, SITEL, and UnitedHealth Group.  His company SKWeston & Company, LLC, in Partnership with EPIC Connections, provides global consulting in developing Operational Strategic Plans.  Steve is regularly interviewed by Wall Street Analysts, offering his insight into major market moves in the Contact Center Cloud and M&A world.  Steve provides expertise to nations in the developing stages of providing outsourcing strategies.  He has also been a healthcare strategic advisor to the Republic of Georgia and Singapore.   

Steve has been a member of Whittier College Board of Trustees for 20+ years.  In 2012 he was asked to head the Whittier College Alumni Association Board and over the course of 5 years the Board has been revitalized and now works to engage alumni all over the globe.  Steve is a graduate of Whittier College with a BA in Political Science.
 
Laureen Peltier, Securian
Laureen Peltier has over 20 years managing call centers as both consultant and manager. With experience in the finance, insurance and fundraising industries, she has implemented numerous contact center technology, including IVRs, chat and CRMs. She has consolidated contact centers and leveraged technology, customer experience and lean management techniques to gain the most efficiency while enhancing the customer experience. She specializes in improving production while lower costs and enhancing the customer experience. She is currently managing Securian’s enterprise contact center (a new model that consolidated contact centers across business lines).
 
Marijuana in the Workplace – What Every Contact Center Operations Professional Needs to Know
Christine Cunneen, CEO Hire Image LLC
Christine Cunneen is CEO of Hire Image LLC, a nationally accredited company, specializing in background screening and drug testing. She is past chair of the National Association of Professional Background Screeners (NAPBS) and held leadership roles on the Global Advisory Council, Government Relations Committee, Advocacy Committee, Finance Committee and Ethics Committee for NAPBS. She is a member of the Society of Human Resource Management (SHRM) at both the national and local level. Ms. Cunneen is a frequent speaker at business, human resource, and background screening association events throughout the U.S., educating employers and other professionals about background screening and drug testing topics, and is often quoted for her expertise in the news media.  On a regular basis, she travels to Washington, DC to meet with legislators and is active in campaigns and advocacy pertaining to laws and regulations that impact the background screening profession, business owners and small business entrepreneurs.
 
Mining for Gold in Customer Calls: Using AI to Put Quality Back into Customer Service
Jim Iyoob, Chief Customer Officer, Etech
Jim is the Chief Customer Officer for Etech Global Services. Jim has responsibility for Etech’s marketing, business development, program implementation and product development across all of Etech’s existing lines of business – Etech, Etech Insights, Etech Technology Solutions (ETS), and Etech Social Media Solutions.

Jim has 25+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe; His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence. One of his strongest suits is being able to assist customers in launching and developing their world-class customer experience solutions.

Ram Gupta, Project Manager of Workforce Operations, Penske Fleet Management
Ram Gupta has 15 years of customer service operations experience and is currently the Project Manager of Workforce Operations with Penske Fleet Management.  In this role, he is responsible for technology improvements to call center platforms, including converting Penske’s 70+ person contact center from Avaya to I3 recently.  Prior to Penske, Ram worked in Medical Security, Facility Maintenance, and Cable/Telecommunications/Advertising contact centers. 
 
 
Are you Ready?
GDPR and Other Privacy Regulations: What You Don’t Know Could Cost You
Matt Dumiak
Matt Dumiak is a Senior Associate at CompliancePoint focused on U.S. and international privacy compliance regulations. He works with clients in a variety of industries and is dedicated to providing reliable and practical consulting advice. Matt holds a Certified Information Privacy Professional (CIPP/US) certification from the International Association of Privacy Professionals (IAPP), and a Customer Engagement Compliance Professional (CECP) certification from the Professional Association for Customer Engagement (PACE).
 







Lori Mininger
Of Counsel at Mac Murray & Shuster LLP, Lori Mininger brings over a decade of experience advising financial institutions of applicable federal and state regulatory requirements, industry best practices, and industry self-regulatory regimes. She also has significant experience building, implementing and maintaining risk-based regulatory compliance management programs. This includes conducting risk assessments, identifying/assessing applicable laws, developing and implementing policies and procedures, creating and distributing general and role-based regulatory training, identifying controls and assessing control effectiveness, conducting on-going monitoring and testing, responding to issues and developing meaningful compliance reporting.  
 
Lori has an exceptional foundation in data privacy and other consumer protection laws, and is accredited as a Certified Information Privacy Professional (CIPP) in both the U.S. and Canada, as well as in the technical areas of Government and Information Technology.
 
 

Session C

Customer Experience Journey Mapping: How it’s Done and How You’ll Benefit
Bruce Belfiore, CEO, BenchmarkPortal
Bruce Belfiore is Senior Research Executive and CEO of BenchmarkPortal, custodian of the world’s largest database of contact center metrics. He hosts the monthly online radio show "CallTalk" and is chancellor of The College of Call Center Excellence , which provides courses for call center professionals.

He has consulted for many Fortune 1000 companies, helping them to improve the strategic value, efficiency and effectiveness of their customer contact operations. He is the author of the bookBenchmarking At Its Best for Contact Centers and holds bachelor’s, MBA and JD degrees from Harvard University.

Erica Cockfield, Cox Communications
Erica Cockfield is Senior Manager of Experience Delivery for Cox Communications, one of the largest broadband and entertainment companies in the country.  Erica earned her MBA from Strayer University and has worked in the Customer Experience industry for over 25 years.   Her experience spans both private and public sector, where she has served as Director of Customer Operations for the City of Atlanta and Director of Operations for the State of Georgia, Department of Children and Family Services.  In the public sector, Erica helped changed the way people do business with government and led her center to became the first Certified Center of Excellence in the State of Georgia. Erica is a certified Six Sigma Black Belt and serves on the Auxiliary Board for Bobby Dodd Institute.
 
 
The Trifecta of a Winning Organization -  A Great Experience for the Customer, the Employee and the Company
Russell Onofrio, Vice President, Call Center Operations, Visiting Nurse Service of New York
Russell Onofrio is the Vice President, Call Center Operations at Visiting Nurse Service of New York (VNSNY), the nation’s largest not-for-profit home and community-based health care organization, servicing more than 130,000 patients in the five boroughs of New York City, as well as Nassau County and parts of Westchester County. He is responsible for setting the strategic direction for the company’s call center operations and also serves as a Co-Chair of VNSNY’s enterprise wide Patient Experience initiative. Russell is a Net Promoter certified professional who provides vision and strategy to lead operations to increased levels of performance and productivity, while enriching the customer experience.  He is a member of the PACE’s Partner Speaking Program and has been invited to speak nationally and internationally on operational metrics, performance management and employee motivation.
 
Technology Enabling Faster and Simplified Cross-Functional Agent Training
Jason Queener, Senior Director of Business Consulting, LiveVox
Jason Queener is the Senior Director of Business Consultation at LiveVox. Mr. Queener draws from 20+ years of experience analyzing, developing, and implementing contact center engagement strategies for highly competitive BPO operations in the financial services sector. Prior to LiveVox, Jason was the VP of IT and Operations at IQor where he led innovation initiatives that leveraged technology to drive better performance results across complex business environments. As a VP at Bank of America, Queener helped establish new benchmarks in operational efficiencies with inventive data-driven contact strategies incorporating the latest in technology.
 
Jason’s expertise of contact center operations was rooted in his time as a Sr. Analyst for OSI where he established a deep understanding of the impacts of technology, agent behavior, and workflows on driving contact center KPIs. Today, Jason leads of team of operations experts, providing consulting services to leaders of some of the industries’ largest contact centers.

Aaron Easley, Senior Business Consultant, LiveVox
Aaron Easley is a Senior Business Consultant at LiveVox, where he partners with contact center leaders to develop strategic initiatives that helps businesses stay at the forefront of highly competitive environments. Drawing from over a decade of experience analyzing, creating, and implementing customer engagement strategies for Verizon Wireless, Aaron has a deep understanding of the impacts of technology on driving performance.
 
As the Technology Manager for Verizon, Aaron specialized in innovation and self-service operations that drove higher levels of performance and efficiencies, while also increasing functionality and customer satisfaction. As a Resource Management Analyst, Aaron also combines his expertise in technology and strategy with workforce optimization.
 
The Aftermath of the TCPA Appeal Victory
Jeff Johnson, Jones Day (Appellate Counsel)
Jeff Johnson’s practice focuses on appellate advocacy and complex litigation.  He has drafted Supreme Court and federal appellate briefs in a host of substantive areas, including patent law, environmental law, housing law, employment discrimination, municipal bankruptcy, and the Telephone Consumer Protection Act.  Most recently, he served as the principal draftsman of the joint petitioners’ briefs in ACA International v. FCC, a constitutional and statutory challenge to the Federal Communications Commission’s 2015 TCPA Order that was just vacated by U.S. Court of Appeals for the D.C. Circuit.  He also co-authored the briefs defending the City of Detroit's historic municipal bankruptcy before the U.S. Court of Appeals for the Sixth Circuit.  

Prior to joining Jones Day, Jeff clerked for Justice Elega Kagan of the Supreme Court of the United States and Judge J. Harvie Wilkinson III of the U.S. Court of Appeals for the Fourth Circuit.  He graduated summa cum laude from Harvard Law School in 2010.  Prior to that, he received his bachelor's degree in philosophy, summa cum laude, from Brigham Young University in 2007.  

Michele Shuster, Partner, Mac Murray & Shuster, LLP (PACE General Counsel)
Michele is a founding partner of Mac Murray & Shuster where she brings extensive experience in working with clients of all sizes involved in highly regulated industries. She has established a solid record of representing clients in consumer protection matters before state attorneys general, the FTC, and FCC, in addition to conducting regulatory compliance audits and providing counsel on advertising and privacy issues.

Michele currently serves as General Counsel to PACE (Professional Association for Customer Engagement) and oversees its Self-Regulatory Organization program. In this role, and with her significant depth of experience related to TCPA compliance, she has been an integral part of PACE’s current challenge to the FCC’s TCPA order. She has an exceptional foundation in U.S. privacy laws and regulations and is accredited as both a Certified Information Privacy Professional (CIPP/US) through the International Association of Privacy Professionals (IAPP) and Customer Engagement Compliance Professional (CECP) through PACE.
 
 

Session D

Where to Next?
Jarrett Dunaway, Managing Director - Mohr Partners
Jarrett Dunaway serves as Managing Director for Mohr Partners, Inc. (MPI) in the Dallas office. His primary focus is identifying and servicing the needs of national corporate real estate portfolios of multi-market corporate clients within the telecommunications and business process outsourcing industries.

As the leader of MPI’s call center and site selection team, Jarrett has built relationships with numerous executives across the country and establishes strategic plans associated with the real estate and site selection for contact centers and operation centers. Jarrett has assisted with numerous call center projects nationally and internationally, providing strategic services and planning, site selection, comparative financial analysis, lease negotiation expertise, and market research and analysis.

 
Derith Jarvis, Managing Partner – Global Corporate Services - Mohr Partners
Derith Jarvis, drives operational excellence and client management for the expanding Mohr Partners, Inc. (MPI) platform. Derith has been with the company since 2006 serving as the Director of Research and Site Selection, and then promoted to Managing Partner – Site Selection/Economic Incentives Practice in 2014, overseeing all site selection activities for national accounts and one-off transactions in North American markets, as well as the process of negotiating economic incentives at all levels of government on behalf of MPI’s clients.

Derith’s responsibilities include management and oversight of the core departments that are the foundation of the Corporate Services delivery model, including Portfolio Management & Lease Administration, and the Site Selection & Economic Incentives practice.
 

Misti Meggs, Managing Director of Site Selection/Economic Incentives - Mohr Partners
Misti Meggs serves as managing director of site selection/economic incentives for Mohr Partners, Inc. (MPI) in the Dallas office. Misti’s primary responsibility is to provide extensive and accurate site selection reporting to clients for the procurement of new commercial locations that meet their business-specific needs along with negotiating economic incentives.

As a leader on MPI’s site selection and incentives team, Misti has evaluated markets and negotiated incentives for client requirements throughout North America. Those projects have resulted in successes across all industry types from financial services to manufacturing.
 
 

Keith Weaver, Associate Director of Business Intelligence - Mohr Partners
Keith Weaver serves as associate director of business intelligence for Mohr Partners, Inc. (MPI) in the Dallas office. Keith focuses on delivering engaging clients presentations, defining and implementing projects, and contributing to the collective knowledge as the service expands and scales.

Keith is experienced in strategy and business analytics. Prior to joining MPI, Keith was a strategy consultant at IBM. Keith worked in IBM’s distribution sector which services retail, consumer products, and transportation clients. He collaborated with Fortune 500 clients to develop strategy, integrate technology, and increase effectiveness unique to their business.
 

Grant Whittle, Senior Associate - Mohr Partners
Grant Whittle serves as a senior associate for Mohr Partners, Inc. in the Dallas office. Grant is a member of Jarrett Dunaway’s team, focused on servicing the needs of corporate real estate portfolios of multi-market corporate clients within the telecommunications and business process outsourcing industries.

As a senior associate of Mohr Partners’ contact center and site selection team, Grant is responsible for the development and execution of numerous contact centers and operation centers across the United States. Grant has assisted numerous clients with providing strategic planning, site selection, comparative financial analysis and lease negotiation expertise.
 
Finally, AI’s ability to listen to you customers: Turning the Contact Center into an Insights Center
Don Davey - Director of Customer Success, Communications Intelligence & Speech Analytics - Tethr
 
Known as an innovator and change agent, Don has over 28 years of senior management experience in the call/contact center industry.  This includes operations roles running multi-site call center operations in the USA, Germany, and Greece as well as customer success and product management roles for Software as a Service (SaaS) speech analytics, predictive analytics, decision engines, and CRM system products and services.

Don currently helps call/contact center clients to mine the “big data” of their call recordings using a SaaS Speech analytics product called Tethr.  Enables a client to produce actionable insights to improve the customer experience, reduce costs and increase revenue.
Previously, Don held senior positions at First Data, Intelligent Results, Regions Financial, Fair Isaac, NAREX, Asset Management Outsourcing, GE Capital, Nationwide Credit, and Citicorp.  He has spoken at numerous industry conferences and has authored white papers on the use of analytics and technology to improve call center performance.

Don earned his bachelor’s degree from the University of Idaho, a graduate certificate in applied statistics from Penn State University, and served seven years as an officer in the United States Marine Corps.