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© SOCAP International 2019

625 North Washington Street · Suite 304 · Alexandria, VA · 22314
Telephone: (703) 519–3700 ·
Email: socap@socap.org

©2019 by SOCAP International.




October 20–23, 2019

Tucson, Arizona


Meet the Breakout Session Track Speakers

Tom Asher
Tom oversees Global Support for Twist, a biotech company that manufactures genes at scale for life sciences research. He oversees all customer retention operations including Customer Support, Scientific Technical Support, and Key Accounts in the Americas and Customer/Technical Support in Europe. Prior to Twist, Tom led Support for another type of jeans company - Levi Strauss & Co. as well as Sunrun, a solar energy provider. He also oversaw account management for Action App! and Humach.
Bob Azman
Bob Azman is founder and CXO of Innovative CX Solutions, LLC. Innovative CX Solutions, LLC is a customer experience consulting firm specializing in CX design and execution, sales and service experience design, and talent development. He is currently the chairman of the board of the Customer Experience Professional Association (CXPA.org).
He is the former vice president of Traveler Experience, Americas and Global, responsible for all customer operations in Canada, the United States, and Latin Am
Sara Bahl
Sara Bahl has worked in the Customer Service Industry for over 13 years. She is the Manager of Customer Service Training & Delivery for Dick’s Sporting Goods, the largest omni-channel full-line sporting goods retailer in the U.S.
Andy Begnoché
Andrew Begnoché is Director of Operations & Partner Relations, for Holdcom, a leading voice talent studio and digital content provider with major brands in the mobile communications, healthcare, hospitality, and retail categories. With over 29 years of experience at Holdcom, Andy provides strategic leadership for the marketing and social media teams.
Shashank Bharath
Shashank Bharath is an Ads Product Strategist at Pinterest. His work involves looking into product analytics and user feedback data related to the ads experience on the platform and to help advocate and provide a positive experience for users on Pinterest. Prior to Pinterest, Shashank has over seven years working on the ads platform at Facebook.
Elaina Biffle
Elaina Biffle is a senior learning design project manager who works with customer support executives and management to optimize business performance by leading and implementing hybrid training programs focused on virtual solutions. Elaina has led and supported successful training initiatives at Fortune 100 companies and within the higher education realm, in addition to consulting with small and mid-sized businesses looking to virtualize their learning experience.
Tara Bischoff
Tara has most recently taken on the role of Director, Consumer Care at Freshpet – a young disruptive brand that offers cats and dogs fresh food. While her journey started in the Fashion and Cosmetics industries, she found her way to the CPG world holding various roles within the Consumer Relations function. Prior to joining Freshpet, Tara oversaw Consumer Relations Operations & Technology and VOC Analytics at Bayer HealthCare and Pinnacle Foods.
Amy Bouthilet
Amy Bouthilet is the vice president of the Care Service Line for Alta Resources, a leading provider of customer-related business process outsourcing for top brands in a variety of industries, including automotive, consumer-packaged goods, health insurance, and entertainment. With 15 years of consumer care experience, Amy has a proven track record of increasing employee engagement and consumer satisfaction scores.
Vicky Cherne
Vicky Cherne is currently the manager of Consumer Affairs & Customer Concerns for the dairy division of Land O’Lakes, Inc., located in Minnesota. Her team is responsible for handling phone, email, social media, and product review contacts for several brands, including the product most everybody recognizes—LAND O LAKES® Butter.
Dale Conwell
With more than 27 years in consumer care, Dale has been successful to ensure the business partner is fully aligned with its respected clients both deep and wide into its respective organizations. Dale has been actively involved with the C level suites with his clients so consumer care is aligned with clients’ short and long term strategies.
Heather Cooper
Heather Cooper is the Senior Manager of Global Consumer Services for Newell Brands. Newell Brands has a portfolio of 100+ iconic household brands that consumers use every day where they live, learn, work and play. Heather has led implementations for B2B and Consumer Care for Newell and formerly, Newell Rubbermaid. She has centralized, decentralized, led acquisitions, divestitures, with “in house," onshore, off shore and hybrid teams.
Lisa Diehl
Lisa Diehl heads consumer advocacy for Blue Diamond Growers in Sacramento, California. She oversees all aspects of the North America Retail Consumer Advocacy Division. Lisa currently manages four consumer-facing agent teams; an in-house team in Sacramento, California; and three outsourced teams (located in Bogota, Colombia; Rothesay, New Brunswick, Canada; and New Providence, New Jersey).
Karen DiFabio
Karen DiFabio is currently the director of Global Consumer Engagement for the largest winery in the world (E. & J. Gallo Winery) supporting over 150 brands. Her experience ranges from being a master trainer and staff development specialist at Fortune 500 companies to leading an IT help desk, a customer service team, and a project management office for a regional grocery chain before joining the Gallo team in 2013.
Chris Drury
Chris Drury is Customer Care Manager at Blount Fine Foods. Chris joined Blount in 2013 and has been relentless in growing and elevating Customer Care and the consumer’s voice into the company. Born from a love of food, Blount is the largest refrigerated soup producer in the country and the name behind CPG brands such as Panera-at-Home and Legal Sea Foods as well as most grocery store private label and hot-to-go soups.
Shelley Elkins
Shelley has been a member of SOCAP for over 20 years, serving on the National Board and in leadership positions with several local SOCAP Chapters during that time. She has been in the Consumer Care business for 25 years working for companies like Telespectrum, Estée Lauder Companies, Nestlé, Guthy-Renker, Dollar Shave Club, and RDI. She currently works with RDI, an outsource provider as Senior Director of Client Services.
Christian Gennerman
Christian Gennerman is the vice president of customer success at Reputation Studio. He has been working directly with Reputation Studio’s global customers, including JnJ, GSK, Hormel, Mars, and Reckitt Benckiser in sales, planning, onboarding, success, and expansion.

Christian has worked in the ecommerce space for over 20 years, starting as the first employee/co-owner of Backcountry.com in 1998 and defining its customer service strategy. Backcountry.com was acquired in 2007 for $200 million. He
John Goodman
John Goodman is vice chairman of Customer Care Measurement and Consulting (CCMC). He graduated from Carnegie Mellon University with a B.S. in chemical engineering and earned his MBA from Harvard. The universal adages “It costs five times as much to win a new customer as to keep an existing one” and “Twice as many people hear about a bad experience as a good one” are both based on his research.

Harper Collins published the second edition of his book Strategic Customer Service in March 2019. He h
Jennifer Holzhauser
Jennifer Holzhauser is currently the Manager of Customer Service for Vera Bradley. In each of her roles within the Customer Service sphere (Limited Brands, Astute Solutions and Vera Bradley) she has embraced service, process, and operations. Her professional experience includes Outside Sales, Customer Service Supervision, Process Management, Account Management and Customer Service Management. She has a passion for the customer experience, specifically ensuring that behind the scenes proces
Jim Horey
Jim Horey is the founder and CEO of Reviewbox. Before founding Reviewbox, he was vice president of data analytics at Cirrus Insight, where he helped form and lead multiple data analytics teams. As a researcher at Oak Ridge National Lab, he helped federal agencies solve "big data" problems. Jim holds a Ph.D. in computer science from the University of New Mexico. He is a self-avowed data geek and enjoys running long-distance races.
Max Israel
Max Israel is founder and CEO of Customerville, the design-driven Voice of the Customer platform. Customerville is dedicated to blending technology, art, and behavioral science to elevate Voice of the Customer—a concept it refers to as “design-driven feedback.”

In 2003, Customerville registered what was among the first real-time customer feedback surveys on the internet. Today, Max’s company works with brands in over 20 countries and in a wide variety of sectors, including insurance, finance, m
Ted Itschert
Ted Itschert is director of Customer Experience at the Sportsman’s Guide, where he has worked since 1994. Through his 25 years there, he has held many job titles and been through many changes in technology and customer expectations. He prides himself on making modifications through the company and is always looking for new ways to improve effectiveness and efficiencies.

Recently, Ted has worked hard to implement a foundational format on how associates engage with customers, as well as to measu
Mary Ann Kerr
Mary Ann joined Coty Inc. in 2017 as Director Global Operations GRCA where she oversees Consumer Affairs 3rd party partner performance KPIs, quality assurance, and contract management. She collaborates with Digital, Services, Ecommerce, and Marketing to ensure an effective and satisfying consumer experience. Finally, Mary Ann is responsible for the department finances, industry compliance, and crisis management.

Prior to joining Coty Inc., Mary Ann worked in the 3rd party Contact Center space
Chris Martinez
Chris is the Founder and CEO of Idiomatic (www.idiomatic.com), a company that uses artificial intelligence to help customer care teams unlock customer intelligence. Their AI mines free form verbatim data to automatically understand and categorize conversations with customers at scale. This lets companies systematically know what their customers are saying and how they can improve customer experience. Prior to Idiomatic, Chris founded and ran data for Glow (www.glowing.com).
Ellen Martz
Ellen Martz is a senior director and co-leader in the Customer Experience Organization. Her contributions to Hughes over her career include the introduction of customer surveying for the 1.5 million HughesNet consumer base, product design research, customer care data analysis, and problem resolution along with customer escalation management.
Kim McMiller
Colleen Miller
Colleen Miller leads the Consumer Engagement team at Bayer Consumer Health, U.S. in Whippany, New Jersey. Colleen has worked in the pharmaceutical industry in various roles throughout her career as well as owned a small graphic design business. Regardless of what she is working on, Colleen always has a passion for the consumer, which is what led her to her current role leading initiatives that ensure that the consumer is at the center of all decision-making.
Melanie Neumann
Melanie Neumann, J.D., M.S. is Executive Vice President and General Counsel of Matrix Sciences. Matrix Sciences is a growing, multi-disciplinary group of experts focusing on contract laboratory testing, sensory testing, data analytics and food safety advisory services including recall and crisis management planning and response.

Melanie is the founder of Neumann Risk Services, LLC, (NRS), which was acquired by Matrix Sciences. Melanie leads the Advisory Services business unit.
Candice Nooy
Candice Nooy has managed the Customer and Consumer Affairs team at Lamb Weston for three years, ever since the company divested from ConAgra Foods. Lamb Weston is the #1 frozen potato supplier in the United States, with an annual revenue of $4 billion. The company produces all your favorite restaurant fries as well as some rising stars in the retail world. Candice has built the program out at Lamb Weston from the ground up.
Leslie O'Flahavan
Leslie O’Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, social media, and text. She helps contact centers train frontline agents to write well and to measure the quality of their writing.
Lisa Oswald
Lisa Oswald is senior vice president and global head of customer service in support of Travelzoo’s 28 million members worldwide. Well-versed in travel, previously she was vice president of operations and customer service for Priceline.com, where she led sales and service for the dot com and its affiliate partner network, from startup through more than a decade of transformational change. Lisa is a director of SOCAP International and an advisory board member with Execs In The Know.
Dan Podair
Dan Podair represents clients in complex civil disputes and advises on matters related to cybersecurity and data privacy. He has focused his practice on white-collar criminal defense and government and internal investigations. Dan has significant experience representing clients in investigations and associated inquiries with government regulators, including the US Department of Justice and the US Securities and Exchange Commission, relating to securities, antitrust, and anti-corruption issues.
Adina Raven-Everett
Adina joined Stafford Communications in 2018 as an Account Manager for leading food industry brands, globally. She is a strategic partner, providing daily hands-on service to her client’s contact center needs.

Since starting her career at a major global consumer goods company, Adina has over 20 years of experience delivering contact center digital, and technology solutions as well as reporting. She led global business design sessions, while providing guidance throughout development. Prior this
Dan Rucolas
Marie Shubin
Marie Shubin is newly retired from E&J Gallo Winery and currently consulting. Marie’s long career has blended her formal education as a teacher, extensive experience working in both supermarkets, technology, healthcare, and consumer products manufacturing with a passion for service excellence. She has developed customer care curriculums and trained thousands of individuals in face to face and contact center programs for B2B and B2C environments.
Carlos Suarez
Carlos Suarez leads Consumer Engagement Services at Nestlé USA and serves as Director on the SOCAP Board of Directors. He has been in customer service for more than 20 years starting as a bank customer service representative and now specializing in Food & Beverage at the #1 food and beverage company in the world.
Neal Topf
Neal Topf is the President and Co-Founder of Callzilla, the quality-focused contact center headquartered in the Miami, Florida area. Neal cares deeply about the customer experience and finding ways for his clients to maximize resolution of customer problems and customer satisfaction. Neal is originally from Washington, DC where he became a life long and forever-suffering Washington Redskins football fan.
Bob Weis
Bob has 25 years of customer service, quality and reverse logistic experience. Prior to joining John Wiley & Sons as VP of Customer Service, Bob used his customer centric management approach to achieve double digit improvements in customer satisfaction at Sony, Samsung, Barnes & Noble and Google.
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