Jeannie Diefenderfer is senior vice president of customer care and operations for Verizon's global enterprise unit, a position she has held since December 2010. She leads a 10,000-member organization responsible for delivering a differentiated customer experience to serve the unique requirements of Verizon's enterprise, mid-market, government and wholesale customers around the globe. Her team focuses on operational excellence to ensure customer commitments are met with flawless execution, including service ordering, provisioning, assurance and overall customer care via the company's service and solutions desks.
John Bowden, Senior Vice President of Enterprise Customer Care for Time Warner Cable is responsible for all customer care interactions for the $19B revenue communications provider. In this capacity John leads the enterprise level strategy and execution teams associated with Technical Support and Customer Service contacts. Prior to joining Time Warner Cable John was SVP Customer Support at EarthLink. Prior positions include four years of independent consulting to both US based and India based companies, SVP Operations for APAC Customer Services, VP Consumer Sales and Service for Ameritech (now part of AT&T) and VP Consumer Sales and Service for MCI. John's early career included positions in Finance, Marketing, and Sales.
Jeff Russakow is the executive vice president of Customer Advocacy for Yahoo! Inc. In this role, Russakow has global responsibility for all of Yahoo!'s customer support functions including consumer care, small business, advertiser operations, and search network quality. In addition, Russakow and his organization drive initiatives to continually enhance the Yahoo! consumer, advertiser, and publisher experience.
Kathryn joined Coinstar in February 2007 as vice president, customer support. In 2009, she was promoted to her current role and oversees the entire customer support function for the company's Coin and DVD businesses. Prior to Coinstar, Kathryn served in various leadership positions at Bank of America, including senior vice president of its customer service site in Seattle.
David Thornton is an Executive responsible for Bank of America's Home Loans Executive Customer Relations organization. In this role, he is responsible for managing customer interactions on behalf of leadership through multi-state operations. As part of the overall Customer Experience strategy, David oversees the team focused on Home Loans Social Spaces Servicing which uses the @BofA_Help handle on Twitter to proactively identify and resolve customer questions and concerns.
With 29 years of telecommunications experience spanning three continents, Carol rejoined TELUS in 2009 as Senior Vice-President - Client Experience in support of consumer contact centres across Canada and in 2011 accepted the newly created role of Senior Vice President - Customers First Culture. Carol ignited passionate customer advocacy across TELUS with the launch of Customers First in 2010 and is now the driving force behind the evolution of TELUS' corporate culture to deliver on the future is friendly® to clients.
Jim Moloney was appointed General Director, Customer and Relationship Services (CARS) for GM Customer Care and Aftersales (CCA) on Aug. 1, 2010. In this role, he is responsible for all of the Customer & Dealer Assistance Centers for GM in the US. Specifically, he is responsible for resolving customer & dealer concerns and strengthening their relationship with GM. Jim has been charged to transform the CARS Business Model to provide pro-active service to GM's customers and 4,500+ dealers/distributors; and to appropriately leverage the existing communication media (e.g. self-service, phone, email, white mail, fax and web chat/social media). With seven domestic and international contact centers supporting 10 million plus interactions annually, Team CARS and their agents are uniquely positioned to enrich relationships and drive a connection between the field, dealers and numerous internal stakeholders, which will result in making it profitable and easier to do business with GM.Including:
- Contact Center Executives (Call Center)
- Voice of the Customer Executives
- All disciplines of Customer Service & Experience
What We Really Do?
It is simple; we are here to “promote” the capabilities of global “Customer Experience” or “Service Leadership” professionals around the world.
Our model is to “serve” and be an “advocate” for providing awareness, facilitating networking opportunities, offering talent reach and highlighting the significant accomplishments this industry has to offer.
Who Is “Execs In The Know”?
We have been building a community of dedicated service executives since 1999 and have established a worldwide community of over 40,000 Customer Experience professionals. In fact, we were building “community” before social communities existed. We have worked rigorously to maintain an active dialog and knowledge base of the top service talent this industry has to offer.
What are our Services?
Our Services are to “connect” executives in the service industry (executive search, networking, awareness, personal branding, and recognition).
- Education and Networking- Live Events- Customer Response Summit
- Industry Awareness- Voice of the Customer Radio
- Executive Search Services – contract and permanent
- Industry Recognition -Voice of the Customer Awards
Why Partner with US?
A 12 year history, of building, educating and connecting people in the Customer Response industry
- We are connected. We can help you connect with the service leaders of today
- We are connected. We can help you find the talent you are seeking.
- We are connected. We can help you build personal branding
- We are connected. We can help your great work be recognized
- We are connected. We are a trusted partner and have a community who can speak to our track record.
- We are connected. Our services can go to work for you to help you realize your customer experience goals.
Have Questions?
We are ready to talk and can be easily reached at the contact information provided on the site
