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

CRS Chicago – Speaker Bios

 

Featured Speakers

 

Brian leads Risk Operations at Square, responsible for protecting the company and its constituents against certain financial, legal, and business risks. Specifically, his teams focus on fraud, payment risk, chargeback disputes, credit risk, and recovery. Prior to joining Square, he ran Risk Management Operations at Facebook, was VP and General Counsel at Spring Rewards, and ran the Global Risk Management function at Groupon. His prior legal practice focused on corporate and professional civil litigation defense. Brian is a graduate of MIT and the Boston University School of Law.

Mary is the Vice President of Customer Experience and Trust at Lyft, working to deliver the perfect ride to drivers and passengers.  Mary focuses on understanding the voice of customer across Lyft to drive insights and improvements in Lyft’s product and processes.  Mary leads the work focused on all Lyft touchpoints with customers for problems or questions – social, email, phone, chat, sms, as well as Lyft’s Critical Response Line.

Mary’s passion for empowering people and communities carries on from her 12 years at Intuit where she spent time leading Customer Care for the Small Business Division (Quickbooks, Payroll, Payments, and Websites businesses) and Consumer Division (TurboTax, Quicken, and Mint) in addition to Process Excellence Leadership for Product Design, Finance, HR, Operations and Order Management.

Her prior roles include: Senior Vice President Global Technical Services at Sophos (network and endpoint security software), Director Operations at Pure Markets (high tech equipment leasing software), and Engagement Leader IBM Global Services.

Mary began her career at GE Capital and spent 9 years across various roles including Accounting, Lease Contracting, Mergers and Acquisitions, Operations Leadership, Product Marketing and Six Sigma Quality.

Mary is a graduate of the University of Texas at Dallas with a degree in Political Science.

Panelists

 

Michael started his career at The Home Depot in 1995 as a sales associate on the west coast. In his 21 years with the company, he has held a variety of positions: Store Manager, District Manager, Regional Director of Operations and Director of Tool Rental Operations. Michael now serves as the Senior Director, Customer Care at The Home Depot’s Atlanta Store Support Center and is dedicated to delivering a world-class, effortless customer experience through business intelligence and continual process improvement. He leads a team of over 600 associates and is most proud of the associates he has worked with during his tenure and the opportunity to support them and advance their careers.

He serves on the board of directors for the Better Business Bureau of Metro Atlanta, Athens and Northeast Georgia. He has served as a member of various committees for his local community as well.

Michael attended the University of Georgia and remains an avid bulldog fan.

Tony Drummond is Vice President, Customer Experience at Manheim, the world’s leading provider of vehicle remarketing services.  His responsibilities include operationalizing the voice of the customer through experience design, delivery and measurement in a high-touch and increasingly digital B2B auction environment.  Prior to joining Manheim, Tony was Associate Partner, IBM Global Business Services, where he provided customer-centric business transformation advisory services to clients in the Media, Entertainment and Telecommunications industries.

Alex Rivera is Vice President of Customer Care for TheMine.com. Headquartered in the Pacific Northwest, The Mine is a premier destination for fine furnishings unlike any other in the online retail space. Alex currently leads the servicing, fraud and fulfillment LOB’s. Before The Mine, Alex served as Vice President of Customer Service for Trupanion (a medical insurance company for cats and dogs). Prior to that he worked with Amazon where he played a key role in the launch of Mayday and implementing the servicing strategy for the launch of Amazon Echo and the support teams.

Case Study

 

 

Panel Moderators

 

 

Judi_Bio

Judi Brenstein offers 20 years as a management professional and consultant with an impressive range of expertise. As a COPC Inc. Vice President of Client Solutions, Judi specializes in the areas of performance improvement, operational management, change management, quality, training and development, recruiting and project management.

Judi consults with clients to provide solutions for outcome-based performance improvement results, benchmark reviews of current performance, provide Six Sigma-based contact center project expertise, and strategic planning. She is well-known and sought after by COPC clients who are looking for the specific expertise to come in, diagnose the high-impact, low-effort opportunities, determine ROI and recommended actions, and then oversee the ability of internal teams to make those improvements. Judi is also known for her sought-after presentations at industry events.

Prior to working with COPC Inc. Judi co-founded Customer Synergy Solutions, LLC in Houston, Texas. In addition to contact center operational management talents, Judi has a wealth of practical knowledge and hands-on experience gained from working with blue-chip organizations, such as Microsoft, Scholastic, Hyatt Hotels, CISCO, United HealthCare, Hewlett Packard, Beachbody, T-Mobile, United Airlines, Anheuser-Busch, Shell, Sprint, Groupon, Bright House Networks, PODS and Vectren Energy.

Judi’s previous led the COPC training practice area, overseeing the content curriculum, creating the COPC Training Center, an online training platform, as well as being a COPC Certified Facilitator for classroom programs, such as COPC High Performance Management Techniques, COPC Lean Six Sigma for Contact Centers Yellow Belt & Green Belt programs, COPC People Workshop, and COPC Quality training.

Judi holds an MBA in International Business from Houston Baptist University and a Bachelor’s degree in Communications from Oral Roberts University. Judi is a Registered Coordinator to both the COPC CSP Standard and the COPC VMO Standard. She is also a COPC Certified Professional Manager, and a Lean Six Sigma Master Black Belt (LSSMBB).

Evan Dobkin is the Product Marketing Manager for Aspect CXP and leads Aspect’s pursuit of strategic partnerships. Evan focuses on the development of use cases for customer service chatbots. Additionally, he develops strategies for internal channels to improve the technology experience for customer-facing employees.

With over 20 years experience at technology start-ups, Jane specializes in bringing innovative offerings to market. Combining an engineering background with extensive product management and marketing experience, Jane has focused her career on helping early stage and disruptive companies succeed. As VP of Marketing, Jane is responsible for product and go-to-market strategy, corporate brand and communications. Jane and her team focus on advancing Interactions mission to transform the way leading businesses and their customers communicate through Intelligent Virtual Assistants. Before joining Interactions in 2013, Jane led Marketing and Product Management teams at Care.com, TripAdvisor and MathWorks.

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