NY / NJ / Philly Regional Contact Center Summit - November

Understanding Compliance,
Improving Operations

Thursday, November 14, 2019

Hyatt Regency Princeton
102 Carnegie Center Drive
Princeton, NJ  United States  08540


9:30 - 10:00 AM Breakfast & Registration
10:00 - 10:15 AM  Welcome & PACE intro - Stuart Discount
10:15 - 11:15 AM Keynote - Chris Malone
11:15 -11:30 AM Break
11:30 AM - 12:30 PM Session 1 - Overcoming Operational Challenges
Moderator: John Stanovcak, CSG
Lisa Oswald, TravelZoo
Frank Pettinato, iPacesetters
Herculano Figueiredo, Comcast
12:30 - 1:15 PM Networking Lunch
1:15 - 2:15 PM Session 2  - What Way are Regulatory and Compliance Pointing?
Moderator: Neal Kent, Contact Center Compliance
Chris Wager, Mac Murray & Shuster
Christian Montes, NobelBiz
Reid Houser, Sitel
2:15 - 2:30 PM Break
2:30 - 3:30 PM Session 3 - Data Privacy Regulations: Impact on Your Operations
Moderator:  Steve Krumenaker, Salesforce
Reid Houser, Sitel
Mary Ann Kerr, Coty Inc.
Alena Galante, Galante Compliance Services, LLC


Keynote Speaker
Chris Malone

Managing Partner
Fidelum Partners


The HUMAN Brand: Building Customer & Agent Loyalty in the Digital Age

As eCommerce has proliferated during the past decade, it seems that customer and employee loyalty have become more difficult to develop and sustain, especially in industries that have reduced their use of contact centers. Has the Digital Age failed to deliver the perfect world of commerce we were promised?  Chris Malone, co-author of The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insight on how to deliver contact center experiences that build both customer and agent loyalty in the Digital Age.

Key Takeaways will include:

  • The universal human perception process that drives loyalty with customers and guests
  • Why contact centers provide a secret advantage in the Digital Age
  • Real world examples of legendary customer and agent experiences that inspire loyalty 
  • Three imperatives for delivering experiences that inspire customer and agent loyalty in the Digital Age.

Lisa Oswald
Senior Vice President of Global Customer Service, Travelzoo

Lisa P. Oswald is senior vice president of global customer service, in support of Travelzoo’s 28 million members and clients worldwide. Well-versed in travel, previously she was vice president of operations and customer service for Priceline.com, where she lead sales and service for the dot com and its affiliate partner network, from start-up through a decade-plus of transformational change.
Lisa is a Director of SOCAP International, the customer care industry’s leading professional development association, and an Advisory Board member with Execs In The Know, a global community of customer experience executives.
In 2018, Travelzoo was named the People’s Choice Stevie Award Winner for Favorite Customer Service in the travel and hospitality Industry.

Frank Pettinato 
CEO, iPacesetters

Frank Pettinato is an accomplished leader, having held C-level positions in the consumer goods, business services and technology industries. His particular areas of expertise include strategic leadership, sales and marketing, innovation and technology.

Currently, Mr. Pettinato is the CEO of iPacesetters (private: Deerpath Capital Management), a global business providing digital marketing, contact center, and business process outsourcing (BPO) solutions to the world's largest corporations in the publishing, telecommunications, and healthcare sectors. With worldwide delivery capabilities, multi-shore, multi-language and omni-channel solutions, iPacesetters offers clients a unique and diverse set of services to meet their evolving needs and drive their business’ success. Mr. Pettinato has full P&L responsibility and oversees all aspects of iPacesetters business, including the development and execution of the Company’s strategic plan, all aspects of business operations, sales, account management and marketing.
Before joining iPacesetters, Mr. Pettinato was the GM of C3i Solutions, (public subsidiary: Merck and Co.) C3i is a BPO specializing in global, high-touch consumer, patient and end user engagement, and is a recognized leading provider of omni-channel contact center services to global companies in branded consumer products categories, in particular the food and beverage, soft/hard goods and retail industries.Mr. Pettinato help lead the sale of C3i to HCL technologies in April 2018.

Herculano Figueiredo
Director of Performance and Strategic Relationships
, Comcast
Herc has over 15 years of experience working in the MSO and BPO space delivering collaborative outcome-based solutions in operations that span North America, EMEIA.  A passionate leader who fosters business solutions built around the inflection point of the customer’s journey. Currently, as Director of Performance and Strategic relationships, Herc works with call center Business Partners on implementation and sustainment of operational excellence initiatives. 
Herc joined the Comcast Xfinity Home Business Unit in 2014 responsible in channel development and growth during his role as Director of Business & Channel Management.  Xfinity Home was recognized as the fastest growing security provider over this span with over 1.3M subscribers and growing.  Herc lives outside of the Philadelphia PA area with his wife and 2 children, and holds BBA in Management from Johnson & Wales University

John Stanovcak
Director, Strategic Sales, CSG 
A true customer engagement industry expert, John Stanovcak brings over 15 years of knowledge and proficiency in support of large sales and operations initiatives. As a sales leader, John generates and grows business partnerships for world-class providers of telecommunications, software and customer engagement solutions by combining sales strategies, business intelligence and sales process improvements.

Neal Kent
Director of Client Consulting Services, Contact Center Compliance

Neal Kent, Director of Consulting and Compliance Solutions for Contact Center Compliance/DNC.com, runs the client risk assessment and consulting division. He helps clients identify and ameliorate TCPA risk within their process, policy and procedures and to navigate the complexities of marketing regulation. Additionally, Neal brings his extensive experience in the areas of customer acquisition, loyalty and merchant processing to facilitate a systemic approach to compliance best practice.

Chris Wager
Senior Attorney, Mac Murray & Shuster
Chris is a Senior Attorney at Mac Murray & Shuster, where he works with the firm’s Compliance and Litigation practice areas. In this comprehensive role, he helps clients nationwide understand and comply with state and federal telemarketing and privacy laws, and provides defense against government enforcement action and litigation in consumer protection matters.
Bringing more than a decade of experience, Chris has worked with businesses of all sizes across highly regulated industries including retail, financial services, healthcare, and energy. He has extensive experience with the TCPA and other telemarketing laws, and has helped businesses develop proactive compliance programs as well as successfully defended them in litigation and class action lawsuits.
Chris advises clients on a wide range of privacy and data security matters, including developing privacy policies, behavioral advertising, information sharing, cybersecurity, digital marketing, social media, and the collection and use of consumer data. He also provides counsel on advertising and marketing matters, including issues related to unfair and deceptive trade practices, sweepstakes and promotions, and loyalty programs.

Mary Ann Kerr
Director Global Operations,
 Coty Inc.
Mary Ann joined Coty Inc. in 2017 as Director Global Operations GRCA where she oversees Consumer Affairs 3rd party partner performance KPIs, quality assurance, and contract management.  She collaborates with Digital, Services, Ecommerce, and Marketing to ensure an effective and satisfying consumer experience. Finally, Mary Ann is responsible for the department finances, industry compliance and crisis management.

Prior to joining Coty Inc., Mary Ann worked in the 3rd party Contact Center space for nearly  25 years gaining in-depth client relationship, operations and general management experience. At TMP Direct, Mary Ann was relied on as a senior executive and partner managing all functional areas.
Mary Ann holds an MBA from Seton Hall University and is a member of the Board of the NY BBB and an active member of the Society of Consumer Affairs Professionals for 10 years. She resides in Morris County, New Jersey with her husband and two children.

Reid Houser
Head of Global Compliance and Privacy Officer, 
Reid Houser is the Head of Global Compliance and Privacy Officer with Sitel Group and is located in the Omaha, Nebraska office. Sitel has 75,000 associates which operate in 70 countries worldwide. Mr. Houser and has worked in the Teleservices industry for 15 years and has more than 25 years of regulatory compliance experience. Mr. Houser leads Sitel’s Global Regulatory Compliance and Privacy program that includes Privacy, Healthcare, Telemarketing, Do-Not-Call, Collection’s, Licensing and Registration efforts. He is responsible for ensuring compliance with all Federal, state and provincial rules that impact Sitel and its clients globally. From Do-Not-Call to state privacy issues, Mr. Houser leads both internal and external clients to through the maze of regulatory issues and works to find solutions to meet their needs. Mr. Houser is also the Chair of PACE’s Compliance Officers Forum, Chair of the PACE Capitol Hill Council, the 2008 recipient of the prestigious Fulcrum award for his outstand contributions to Teleservices industry, the highest award PACE bestows and the recipient of the PACE 2016 Volunteerism Award. He is also the past Chapter President of the PACE’s Midwest Chapter.

Christian Montes
Executive Director of Sales, Nobelbiz 

Christian Montes is the Executive Director of Sales at Nobelbiz, helping contact centers improve business outcomes through contact center software and telecom technology. He leads the sales organization, including the Client Advocate group driving product optimization and implementing industry best practices to achieve better business performance.
With more than 15 years of leveraging technology and creative tactics to drive outcomes, he has worked with some of the largest Enterprise Contact Centers, BPOs, and Global CCaaS providers in the world. As a native San Diegan, Christian is living the dream in sunny San Diego, California.  

Alena C. Galante
President & CEO, Galante Compliance Services, LLC

Ms. Galante brings more than 30 years regulated industry experience with companies such as Bendix, Allied Signal Aerospace Company (now Honeywell), Schering-Plough, Organon Inc., Warner-Lambert, Pfizer, and Johnson & Johnson. She held progressively responsible roles with a sense of purpose, passion, and integrity. She started her own consulting business in 2008 providing regulatory compliance and quality expertise for regulated industries such as validation, cybersecurity/privacy, product recall planning, training, auditing, inspection readiness planning/mock audits, business continuity planning, ISO certification, project management, Six Sigma/Lean process excellence, policy and procedures development and more!  
Her diverse background includes process and operations expertise in land navigation systems, prescription drug manufacture, over-the-counter (OTC) consumer healthcare products, medical devices, food, cosmetics, tobacco and cannabis products. Fulfilling domestic and global roles in Manufacturing, Quality Assurance, Regulatory, Validation, Product Complaints/Pharmacovigilance and Consumer Affairs/Contact Center Operations, her well rounded background in the business provides a unique skill set that sets her apart from others.  She has hands-on experience dealing with regulatory issues such as corporate audits, contracts, consent decrees, product recalls, FDA inspections, privacy inspections, and other regulatory requirements.

Steve Krumenaker 
Patient Experience Specialist, Salesforce

Steve Krumenaker is a Customer Experience Evangelist for the health care vertical at Salesforce.com.  In this role, he works with payers and providers to improve the efficiency and effectiveness of their customer facing applications, both in the contact center and directly via self-service.
Prior to joining Salesforce in early 2014, Steve managed the Customer Experience sales and technical teams at Avaya for their Contact Center Solutions.  His team worked with customers to identify and formulate solutions that improved their interactions with their customers, and thus their profitability.  
Prior to joining Avaya, Steve was the Chief Technology Officer at iSky, an outsourcing call center outsourcer with approximately 1000 agents in three locations. 
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