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

CRS Marina del Rey – Speaker Bios

 

Featured Speakers

Dee Ann Turner, LLC, works globally with organizations who want to grow talent management practices, transform and strengthen culture, and develop an “It’s My Pleasure” service model.  Dee Ann serves as a frequent speaker to organizations and conferences where she shares her more than 30 years of experience hiring and developing talent and transforming organizational culture.

Career:

Dee Ann began her career at Chick-fil-A, Inc. in 1985.  In 2001, she became Chick-fil-A’s first female officer.  During her career, she worked closely with Chick-fil-A, Inc.’s founder, S. Truett Cathy, and other key leaders as an architect of their organizational culture.  During her 33-year career, she led the Corporate Talent Department and was responsible for the selection of thousands of Chick-fil-A Franchisees and Support Center Staff, Corporate Human Resources, Diversity and Inclusion and Culture and Engagement.  Most recently, Dee Ann led the Sustainability Department focusing on Chick-fil-A’s strategy to implement sustainable practices at the $10 billion company.

Education:

Dee Ann is a graduate of Clayton State University with a degree in Management and a concentration in Human Resources.  She has completed several executive education programs including the Management Development Program at Goizueta School of Business at Emory University, the Executive Education Human Resources Program at the University of Virginia Darden School of Business, the Human Resources Executive Program at Kenan-Flagler Business School at UNC Chapel Hill, and the Advanced Management Program at Harvard Business School.

Personal:

Dee Ann has been married to Ashley Turner for more than 35 years, and they are the proud parents of three grown sons. Dee Ann enjoys serving various community organizations with an emphasis on women and children, including The Kenya Project, Proverbs 31 Ministries and Eagle Ranch Foundation.

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. 

John leads service operations at Humana, where he is responsible for membership and plan services for its nearly 9M Medicare and Medicaid members. An accomplished operations leader, John and his team have demonstrated the ability to transform customer experiences and effectively enable business growth. With partners across the enterprise, the team aspires to provide simple, personalized, and connected experiences that promote customer engagement and help them achieve their best health.

John has been with Humana for 16 years in progressively responsible leadership roles in service operations. Before joining Humana, John spent 3 years as part of an internal consulting group at US Airways. John is a Phi Beta Kappa graduate of Millsaps College, with a degree in mathematics. He holds a master’s degree in operations research from Rensselaer Polytechnic Institute.

Angie Pizzuti is Vice President, Customer Service Operations at DTE Energy (NYSE:DTE), a Detroit based diversified energy company involved in development and management of energy-related businesses and services nationwide.

Pizzuti has held this role since 2018 and is responsible for leading a Customer Service organization that includes call center operations, credit and collection operations, billing operations, revenue management and theft operations, and digital and transformative customer experience strategies

Pizzuti has held a variety of Customer Service leadership roles within DTE. Prior to her current role she held the position of Executive Director, Customer Service. In this role, she was responsible for the for the overall strategy and management of customer service operations and served as the deployment lead for the company’s recent migration to an SAP customer platform.
Pizzuti has worked in both management and professional roles at DTE Energy, including Chief of Staff for Jerry Norcia, President and COO – DTE Electric/Gas.

Prior to joining DTE Energy, Pizzuti spent 10 years at Union Gas, headquartered in Chatham, Ontario, Canada where she held management roles in marketing, communications and public relations. She earned an Honors, Business Administration degree and a Masters, Business Administration degree from the University of Windsor.

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.

Jarrod Johnson started at TaskUs in 2016 as the Senior Vice President of Sales and now serves as TaskUs’ Chief Customer Officer. Jarrod brings over 15 years of experience in services and sales leadership where he worked with some of the world’s largest global brands and technology leaders.

Most recently, Jarrod led Sales & Marketing for FacilitySource, a Warburg Pincus-backed SaaS and Services company that specializes in the Retail Real Estate Services market.

Previously, Jarrod held multiple senior leadership roles at Xerox Business Services (XBS, formerly Affiliated Computer Services Inc.) in Dallas, Texas. His roles included: Group President, Retail and Consumer Brand Technology Services and Senior Vice President, Sales, IT Outsourcing.

Prior to joining Xerox and ACS, Jarrod held several sales leadership, solutions management, and business consulting roles while at IBM Corporation.

Jarrod holds an MBA in International Business from Duke’s Fuqua School of Business and a Bachelor’s of Arts degree in Political Science & Religion from Gustavus Adolphus College.

Jarrod has two, grade-school-age children with very Italian names (Gaetana & Giovanni). His wife, Deanna DiPizio-Johnson, is the proprietor of the popular Salon Pompeo in Dallas, Texas. Jarrod holds a US patent in the area of retail check-out lane optimization – which he has done little to nothing with whatsoever.

Based in San Francisco, Kyra Huntington is the Senior Manager of Vendor Operations at DoorDash, one of North America’s largest, fast-growing food delivery platforms. In her role, Kyra manages vendor partnerships in order to deliver world class customer service. She joined DoorDash in 2016 and managed the local operations in Canada. Prior to Doordash, Kyra worked as a management consultant for 5 years, and also was a part of the Clinton Health Access Initiative where she worked as a finance consultant for the Tanzanian government. In her spare time, Kyra can be found searching for the perfect wave to surf or mountain to ski.

Panel Moderators

Kyle Kennedy is the chief operating officer of COPC Inc. and is responsible for the day-to-day operations for multi-national teams worldwide providing consulting, training and certification services. Kyle also leads the global certification program. He is a member of the COPC Standards Committee and is a Certified COPC Implementation Leader. Kyle has deep expertise in customer experience management and a successful track record of running large operations. Prior to joining COPC Inc., he was chief operating officer of Ruffalo Noel Levitz, a provider of technology-enabled services, software, and consulting for higher education enrollment management and fundraising. Previously, Kyle worked for 22 years at Harte-Hanks, a global direct marketer where he focused on contact center and fulfillment services. While there, he served in many roles including group managing director where he formulated and executed the global account management and service delivery strategy. Kyle holds a BBA from The University of Texas at Austin and an MBA from Baylor University.

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.

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