Execs In The Know- A Global Network of Customer Experience Professionals

CRS Charleston – Speaker Bios

 

Featured Speakers

Michele Watson is Senior Vice President of Client Services at Indeed. In her role, she focuses on delivering a best-in-class customer experience for every job seeker and employer using Indeed.

Before joining Indeed in April 2017, Michele served as the Vice President of Customer Care and Payments & Risk at Walmart.com. She oversaw the online operations for customer support, fraud and payments for the world’s largest retailer. Michele also served as the SVP of Global Customer Care at Match.com. She has over 30 years of customer service experience in a variety of industries and has always been viewed as a significant change agent in her organizations. Michele received a bachelor’s degree in consumer science from Texas State University.

Scott Emmons is focused on innovation for the Neiman Marcus Group (NMG).  He founded and built the innovation lab (iLab) in 2012.  He has elevated technology innovation to be a core value at the Neiman Marcus Group through his efforts. Scott is responsible for leading NMG in evaluating, designing, testing and piloting cutting-edge technologies and applications for luxury retail. Scott is also working on BYOD initiatives, Wi-Fi/LAN/WAN infrastructure, mobility and digital signage initiatives. Innovation projects include the Memomi Memory Mirror, 4K touch table look books, store associate IOT communicators, intelligent mobile phone charging stations, digital directories and new fitting room technology.

Panelists

Caroline Tuan is the COO of Balsam Brands and oversees the Operations and Branding teams and strategies. Within Operations, Caroline is focused on developing, finding, and optimizing scalable solutions to the business’s highly seasonal shipping, warehousing, fulfillment, and customer service needs.

Caroline has been with Balsam Brands since 2007 and has led innovative (and sometimes scrappy) initiatives to support its growth from a $3MM company to one that is over $100MM in revenue today. Founded in 2006, Balsam Brands designs and sells seasonal home décor products directly to customers. Its flagship brand is Balsam Hill is known for its highly realistic artificial Christmas trees – these items can be challenging to store, ship, and service! Working with the team to solve complex problems with simple solutions is one of her favorite things about her role.

Her professional career has also included strategic planning and marketing roles for leading consumer brands. She also has experience in the non-profit sector at The Bridgespan Group and YouthBuild USA. Caroline has an MBA from Stanford and holds undergraduate degrees in Economics and Systems Applied Science from the University of Pennsylvania.

Mark Killick is the Vice President of Care at Grubhub, the nation’s leading online and mobile food ordering company dedicated to connecting hungry diners with local takeout restaurants. The company’s online and mobile ordering platforms allow diners to order from 75,000 takeout restaurants in over 1,300 U.S. cities and London.

Responsible for creating, promoting & leading the vision & strategies that strengthen the organization’s commitment to customer-centricity in the face of massive growth, he assumes Leadership for all aspects of Customer Care: delivering unparalleled customer service for 35,000+ interactions daily, 9m diners & 75k restaurants; generating and maintaining customer loyalty, driving profitable revenue & ensuring service levels are met through a proactive assessment of customer’s needs. It is his privilege to lead all aspects of Customer Care at Grubhub which include supporting Diners, Restaurants and Drivers through a multi channel approach including calls, chats, tickets and emails.

Mark is a passionate leader, customer advocate, strategist, change agent, and communicator with experience and proven success in the areas of Customer Service, Contact Center & Technical Support Management, Quality, Continuous Improvement, Business Process Redesign, Lean, & Six Sigma. He has extensive international exposure which has provided him the ability to assess and understand the needs of businesses & customers from varied cultural viewpoints and engage in productive dialogue that builds consensus and achieves optimal results.

Mark’s tenure with Grubhub began in November 2015; prior to that he spent 3 years at WW Grainger, 15 years at Motorola and 9 years at Siemens. All connected with Customer Service and Quality.

Mark lives in Island Lake, Illinois with his wife, Mary, their dog, Gus, and three horses (Merada, Jewel and John Wayne) which he trains and shows when not working.

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