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

CRS Marina del Rey – Speaker Bios

 

Featured Speakers

Dee Ann Turner is a business leader, best-selling author and speaker.

She started her career at Chick-fil-A in 1985 as an administrator in the Human Resources department. During those years, she witnessed significant growth and change. Selected as Chick-fil-A’s first female officer in 2001, Dee Ann has led various areas of the business including Human Resources, Franchisee Selection, Culture, Learning and Development, Talent Management and Talent Acquisition. She currently serves as the Vice President, Enterprise Social Responsibility.

In 2015, Dee Ann’s first book, It’s My Pleasure, The Impact of Extraordinary Talent and a Compelling Culture was released and became a best-seller. She speaks all over the United States and internationally for both business and non-profit organizations on the topics of leading culture, talent selection and talent development among others. During her tenure at Chick-fil-A, Chick-fil-A has grown from 319 restaurants with $161,500,000 in sales to over 2100 restaurants in 46 states and the District of Columbia with annual sales of over $8 billion.

Married to her husband, Ashley for over 30 years, they are the parents of three grown sons, Trenton, Trevor and Trey and daughter-in-love, Katie. She is an avid sports enthusiast and she and Ashley enjoy traveling and active adventures. Together they serve their local church and Dee Ann has served on the boards of a number of ministries that support initiatives for women and children.

You can connect with Dee Ann on twitter @deeannturner or Instagram @itsmy.pleasure or on Facebook: Dee Ann Turner Author.

Mr. Shute has been advocating for customers in the technology space for over 20 years, with roles ranging from sales, customer advocacy, and customer service leadership. “I believe that getting the Customer Experience right is fundamental to growing a successful business. If you get this right, everything else is easier.”

His other passion is people and organizational development. “As a leader I have found nothing more gratifying than seeing people grow in their capabilities. I’ve always been drawn to roles and work where coaching and mentoring are key components to success. Whether it’s starting up a new venture, or helping an established team work through some difficult changes, I love seeing people learn more about themselves and eventually get more of what they want from life.”

Mr. Shute is currently the Vice President of Global Customer Operations at LinkedIn. He leads a global portfolio of customer oriented functions, including the teams that provides customer service to the ~350M LinkedIn members as well as LinkedIn’s Enterprise customers. Mr. Shute hold a BS in Electrical Engineering.

Elizabeth oversees Operations at Upwork, helping to bring the promise of online work to businesses and freelancers around the world. In her role at Upwork Elizabeth is responsible for Customer Experience, Trust & Safety, Global Payments and Talent Services.

Prior to Upwork, Elizabeth was the Chief Operating Officer at Samasource – a non-profit delivering innovative enterprise data services by employing the untapped talent of the world’s poor. Before this she held the position of Vice President, Customer Operations for Zuora, leading the organization from a small startup to a major player in delivering SaaS-based on-demand subscription and payment services. Prior to Zuora, Elizabeth was at eBay as Vice President, Global Billing, Payments & Collections. At eBay she led global teams in Customer Support, Product management and Operations during the organization’s period of hyper growth.

A graduate of Yale University, Elizabeth holds a BA in Psychology (Cum Laude, with Distinction in her major). During her studies she received the Branford College Award for Outstanding Contribution to the Community. Elizabeth also earned an MBA from Cornell University, winning the Henry Wittink Marketing Prize as the top marketing student.

Aileen Allkins leads the Customer Service and Support (CSS) organization, providing support to commercial and consumer customers and partners across all Microsoft products, services, and devices, through billions of support interactions each year. Passionate about delivering great support and customer care, Aileen is spearheading CSS’s transformation to become a differentiated, best-in-class customer service and support organization that is truly digital, quick and seamless, and expertly skilled. With over 25 years of experience leading Technical Support Delivery and Support Sales at country, regional and worldwide levels across a variety of organizations including Hewlett Packard, Peregrine Systems and Onyx Software, Aileen has a proven track record for leading change to drive improved customer experience and commercial success.

Panelists


Troy leads Uber’s global Community Operations organization, responsible for customer support and safety across all Uber businesses, including Ridesharing, Eats, Freight and Bikes. Community Operations aspires to provide consistently superior support via our team of over 25K service professionals at Uber facilities and partner locations around the world, and via our network of over 600 Greenlight hubs that make it easy for new driver-partners to get on the road.

Troy joined Uber in 2016. Previously, Troy led eBay’s global organization focused on harnessing voice-of-customer, and using it to drive improvements in eBay’s processes, products and strategies in ways that enhance the end-to-end experience of buyers and sellers. And prior to that, Troy led Charles Schwab’s Client Loyalty & Consumer Insight organization.

Troy began his career with the Boston Consulting Group, where he spent six years in BCG’s Chicago and New Zealand offices. He holds an MBA from the Wharton School and a BA from Northwestern University.

Troy lives in Los Gatos, California, with his wife, two teenagers and dog, Buster. He enjoys coaching his kids’ sports teams, traveling and biking.

A technology veteran, Ms. Kosmowski has spent nearly two decades holding leadership positions in the enterprise software space. She is currently the Head of the Global Customer Success & Services organization at Slack, where she is responsible for ensuring customers realize the type of business value from Slack that drives lifetime customer loyalty. Prior to Slack, Christina had a 15 year tenure at Salesforce, where she had overseen several functions, including renewals, consulting, support, and customer success management. In that time, she helped the company grow from 200 employees and $30 million in revenue to over 25,000 employees and $8 billion in revenue.


Jack Meek currently leads customer care strategy and operations at GoDaddy, the world’s largest cloud platform dedicated to small, independent ventures. With 17.5M+ customers worldwide and 76M+ domain names under management, GoDaddy is the place people come to name their idea, build a professional website, and manage their work. In his role at GoDaddy, Jack is responsible for developing and executing the future global care strategy that will continue to differentiate GoDaddy as the advocate of small business success throughout the world.

Jack is an influential change leader who has a passion for technology, innovation, and seeing people succeed. His foundational expertise and passion for building a solid employee and customer centric culture started at MCI where he was repeatedly recognized for record-breaking performance & leadership achievements. He then went on to help build and consolidate large-scale customer service and sales organizations at AT&T and COX Communications. Jack has successfully transformed and maintained customer operations and sales organizations of all sizes and across many different industries. He spent several years as a senior leader in the Business Process Outsourcing (BPO) industry helping multiple clients such as Verizon, Sony, and T-Mobile achieve their customer outcome goals.


James Ashworth is the Managing Director of Operations for Southwest Airlines Customer Support and Services (CS&S). His primary focus is working closely with Executive Leaders and frontline Employees to ensure a high-level delivery of Customer Service and Hospitality for CS&S, as well as strategically planning and developing Southwest Contact Centers of the future.

He has been responsible for projects such as the launch of an interactive voice response system to deliver flight information statuses to customers, improving support automation for email communication to customers for advanced and real time schedule changes, as well as heralding new processes for delivering Group ticket contracts, TSA security requirements, and Customer Experience Surveys. Diagnosed with an eye condition akin to Macular Degeneration in 2000, another project James has championed is a joint venture with the Georgia Department of Labor to hire individuals to work in Southwest Contact Centers who are blind and visually impaired.

James has over 25 years of experience in the airline industry and has also worked with Ogden Aviation Services, ValuJet Airlines and AirTran Airways. He has held several positions such as Aircraft Appearance Tech, Reservation Agent, Reservations Supervisor, Call Center Scheduling Manager, Call Center Operations Manager and General Manager, Customer Contact Centers.

James, his wife Precious, and their two children; James Jr. and daughter Skylar enjoy family vacations and hosting family and friends at their home in Plano, Texas.

Case Studies

Ross Tudor is Head of the Customer Engagement Center (CEC) for Electrolux Major Appliances North America. The Electrolux CEC handles over 3 million contacts per year for both consumer and retail partners. Electrolux offers a full line of kitchen and laundry appliances under the Electrolux and Frigidaire brands. Ross has been with Electrolux for 10 years including positions in Finance and Strategy. Prior to Electrolux, Ross held a career with Ford Motor Company having numerous Sales, Marketing, Service and Strategy positions both domestically and internationally.

Tom has over 25 years of experience focused primarily on customer experience and contact center operations and technology. His knowledge base is wide, including telephony technology, operational efficiency, outsourcing, and overall customer service strategy. Before SmartAction, he was a Partner at Deloitte Consulting, and the national leader of its Call Center Advisory Practice. His career focus has been helping organizations improve their customer facing operations, especially in contact center service, sales, and support. He has worked with a significant number of Fortune 1000 companies and he has served clients in most industry sectors. Tom graduated with a Bachelor of Arts in Computer Science, minor Asian Studies, and a concentration in Economics from DePauw University.

Panel Moderators

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 soughtafter 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 previously led the COPC training practice area, overseeing the content curriculum, creating the COPC Training Center, an online training platform; and is a COPC Certified Facilitator for classroom programs, such as COPC High Performance Management Techniques, and COPC Lean Six Sigma for Contact Centers Yellow Belt and 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).

For over 20 years, Annette has collaborated with some of the world’s most respected financial services, healthcare, and retail organizations, to optimize their customer support operations and help build their brand. She is currently Vice President of Sales Strategy and Solutions at VXI Global.  Annette’s experience spans all channels and worldwide delivery locations. Prior to VXI, Annette was Director of Sales at Convergys Corporation and Sr. Vice President of Sales at ICT Group (now Sykes). She writes about insights and strategies that drive customer value and loyalty on her LinkedIn feed, and has been a speaker at IAOP as well as other industry association conferences and meetings.

Shares