Speakers

Featured speakers host 45-minute seminars on topics of their expertise at forums. Each speaker is selected based upon their experience in each industry, insights and best practices. To suggest a speaker or to inquire about a speaking opportunity, complete the form below.

Rick Jones

Rick Jones brings 25 years of consultative sales and business development experience to his role as Mid-Atlantic Regional Sales Manager for Corvisa, with the last 16 years dedicated to the telecommunications and contact center technology industry. Rick's expertise is helping companies match strategic goals with applicable technology and software to improve processes, reduce operating costs, minimize risk and increase customer satisfaction. Rick also serves on the board of PACE (Professional Association for Customer Engagement), as well as an advisor to United Way 2-1-1 of Cleveleand.

Michael Sanders

Michael Sanders is the Senior Director of Talent Management Services at NTI, a non-profit organization dedicated to helping Americans with disabilities and disabled veterans gain work-at-home call center, help desk and sales positions. In his role, Sanders has helped support Fortune 500 clients including IBM, Amazon and the IRS. Over the past 20 years, Sanders has actively contributed to the fields of recruiting, eLearning and the call center industry.

Zack Taylor

Zack Taylor is the Strategy Director for Cisco's Business Transformation Architecture Group located in Iselin, New Jersey. In this role, he is responsible for planning, development, and communication of a group of business-relevant solutions based on Cisco's Customer Collaboration portfolio. Taylor is a published author on numerous Call Center technologies including articles in Tele-Professional, The European Business Council Journal and Business Communications Review.

Sarah Stealey Reed

Sarah Stealey Reed has over 19 years of global expertise in operations, offshore outsourcing, customer experience, and contact center management. Sarah is currently a leader for the Call Center at Deloitte Services, LP, which operates internal support for its 66,000 global employees from three facilities in Hermitage, TN, Los Angeles, CA, and Hyderabad, India. Sarah was previously the Content Director and Senior Analyst for ICMI, responsible for the community's editorial content, strategy, and research analysis. Prior to ICMI, Sarah managed large contact centers domestically and in the Philippines and Central America. She's also a writer, analyst, blogger, and social poster, and speaks worldwide on emerging trends and best practices in customer support.

Robert Lamb

Robert Lamb is the Director and sole Global Practice Lead for AT&T Consulting's (formerly Callisma) Contact Center consulting practice, which provides a full compliment of analysis and strategy services for customer contact and contact centers, as well as professional services for contact center integration, optimization and application development. Robert provides thought leadership in defining customer contact strategies and designing virtual contact center solutions for competitive advantage to AT&T's most strategic customers.

Sary Stefanki

Sary Stefanki is the Director of Zendesk's Global Customer Success team. She is humbled to lead the team of people who help Zendesk customers achieve their support product and strategic goals. Customer success advises and guides a wide array of enterprise customers as they map any number of business needs to Zendesk. Prior to Zendesk, Sary headed up customer communications at Hearsay Social, an enterprise social media management platform, and before that she was in the ultimate form of customer service: working for US Congress and striving to keep constituents informed and happy. 

Jules Irvin-Rooney, J.D. President

Julie (Jules) Carter Irvin­-Rooney, J.D. is a legal consultant and advocate. She serves as President of Title IX and Clery Act Consulting, LLC, an affiliate of The Irvin Law Firm. Ms. Irvin-Rooney’s concentration areas include higher education law, reproductive justice law, and sexuality & the law. Within these areas, her specialties are Title IX, Clery Act, FERPA, ADA, and Special Education issues. In her position as President of Title IX and Clery Act Consulting, she works as a legal analyst, legal consultant, advocate, and expert on Title IX and the Clery Act. She provides her expertise to a variety of educational settings (higher education and K­-12) on campus sexual assault prevention and compliance with federal guidelines. Ms. Irvin-Rooney has assisted students in filing Office of Civil Rights Complaints regarding Title IX compliance infractions and working with schools on their issues and policies.  Additionally, she facilitates training for schools and advocacy groups regarding compliance issues, implements discussions of “best practices,” and advocates and educates via social media. She collaborates with domestic violence advocates, police officers, commonwealths’ attorneys, and other advocates for sexual assault survivors, especially related to campus sexual assaults (K-12 and higher education). She works as an advocate for survivors who need assistance and consultation in pursuing justice through both Title IX and the criminal justice system.

Ms. Irvin-Rooney holds a JD from William & Mary Law School where she was awarded the National Association of Women Lawyers Award along with the Dean’s Certificate for special and outstanding service to the law school community. While in law school, Ms. Irvin Rooney served as a leader in promoting more scholarship and awareness on gender, sexuality, and the law, which led to her coordinating and organizing a Reproductive Justice Conference, worked with both the undergraduate school of William and Mary, along with the law school to advocate for those sexually assaulted and/or harassed. In addition, she designed learning seminars and small-group meetings for deans and advisers regarding compliance with Title IX and the Clery Act. Ms. Irvin-Rooney graduated magna cum laude with a BA in Rhetoric and Communications Studies and Sociology  from the University of Richmond. She earned a master’s degree in English Rhetoric and Writing from Virginia Commonwealth University and taught at the secondary and post-secondary levels.

Brendan King

Mr. King has spent over 21 years working and volunteering in a multitude of crisis prone human service environments. Starting his professional career working in mental health and substance abuse treatment centers in 1992, he worked in both long term and acute psychiatric and residential treatment facilities. He excelled in both direct care and supervisory positions, serving as a Unit Manager and Alternate Program Director for a 56-bed adolescent behavioral modification treatment program. Throughout his tenure in the mental health industry, Mr. King intervened both verbally and physically in over 400 documented crisis situations involving aggressive, dangerous, and mentally ill individuals.

Ultimately, those experiences were what led him to develop a better way to effectively manage and handle individuals in time of crisis, and launch the Crisis Consultant Group, LLC in 2004. Teaching, speaking and presenting hundreds of training seminars, workshops and classes, his curriculum is currently utilized in 31 states across the country. The verbal and physical crisis prevention and intervention techniques are used daily in a myriad of workplace environments to include hospitals, schools, treatment centers, police academy's correctional institutions, and corporate settings.

Justin Cuomo

Mr. Cuomo currently serves as the Lead Instructor and Division Lead for the CCG Active Shooter Response Division. His many years of experience in Law Enforcement, State Department Security Detail, US Embassies abroad, and diverse military career with the USMC in both CONUS and OCONUS environments make Justin a fantastic partner for CCG. Currently assigned as the Team Commander for the USMC Special Response Team, on Quantico Marine Corps Base, in Virginia, Justin is continually engaged in training, tactical missions, and strategizing and implementation of tactical missions. In addition to over 20 years of operational experience on the front lines dealing with hostile individuals and security related settings, Justin is a well sought after instructor on a number of both corporate, tactical, and military related levels. Justin has assisted CCG in providing both large and small group presentations to working professionals in mental health, educational settings, corporate environments, law enforcement, and the military. Combining personal experience, professional training, and various certifications, Mr. Cuomo has the ability to blend know-how, with down to earth communication.

Steve Brubaker

Steve Brubaker began his career at leading contact center solutions provider InfoCision in 1985, where he currently serves as chief of staff. He's also a member of the Direct Marketing Association, the Professional Association for Customer Engagement, and the Society of Consumer Affairs Professionals. 

Brubaker is the recipient of numerous industry and other awards. In 2007 he was honored with the prestigious Fulcrum Award from the American Teleservices Association (now known as PACE) in recognition of his extraordinary contributions to the call center industry. In 2012 he was selected by The University of Akron to receive the Simonetti Distinguished Business Alumni Award. And just last year he accepted The University of Akron Honors College Distinguished Alumni Award.

The InfoCision executive is also known for his popular blog, The-Right-Call, in which he offers tips on such topics as how to create a personalized customer care experience, how to ensure all employees deliver a consistent face for the brand, and how to keep workers motivated so they can deliver the best possible customer experience.

Steve just released the new book, Taking Your Customer CareTM to the Next Level, which looks at the role of content, leadership, listening, marketing, mobile, people, personalization, social media, training, and video in taking customer care to the next level.  

Nick Finia

Nick Finia is a PE and CEM with a Master’s Degree in Mechanical Engineering from the University of Wisconsin and undergraduate in Engineering and Operations Management from the University of Applied Sciences in Bremerhaven, Germany. He is an accomplished and trusted leader who has spent the past 26 years of his career in Integrated Facilities Operations and Energy Management for various businesses in Industrial, Commercial and Retail sectors. He has led and managed complex facilities operations, maintenance, outsourcing, cost optimization, energy conservation and capital initiatives which have resulted in several million Dollars in cost reductions. Nick joined Walgreens in 2011 as Senior Manager of retail stores and has been the driving force responsible for the development and execution of maintenance capital, energy management and sustainability initiatives of Distribution Centers, Headquarters and other larger Facilities of the enterprise. He is currently the VP of his own company PURE Facilities Solutions.

 

Randy Rubingh

Randy Rubingh is the Head of Global Customer Support for StubHub and the author of the book "Call Center Rocket Science."  Randy has more than 25 years' experience building, managing, and leading customer support organizations. He has led service organizations ranging from small start-ups with as few as five agents to leading a five-site, international customer service organization with thousands of agents. During the course of his career he has managed over 20 million incoming phone calls. His service strategies and opinions have been profiled in numerous industry publications, and he is a frequent conference speaker.

Dan Drechsel

Dan Drechsel, CEO of HireIQ Solutions, has over twenty-five years of experience in the software and information technology services business.  He has held senior leadership positions with market-leading banking, human capital management, energy, and finance technology companies including SAP, S1, ADP, D&B Software and others.  An accomplished entrepreneur, Dan’s experience includes executive roles in marketing, sales, software development and business development. Mr. Drechsel holds a Bachelors Degree in Industrial Management from Georgia Institute of Technology and a Master of Business Administration from Mercer University.

Paul Nagel

As VP of Enterprise Sales, Paul Nagel is responsible for Corvisa’s sales initiatives in the Americas.  Paul brings more than 25 years of contact center experience ranging from frontline agent to executive leadership roles with companies like DIRECTV, Discover Financial Services, Target and inContact. He played a key role in helping his organizations and his clients develop customer centric sales processes, streamline internal processes and build strategic relationships with channel partners. Within the past decade, Paul has established himself as an expert on SaaS technology in the contact center industry, helping hundreds of companies to navigate the transition from premise to cloud contact center solutions.

Tim Grosse

Tim Grosse has more than 30 years of expertise in market leadership initiatives wihtin energy services, healthcare, and financial services within mid-market to Fortune 50 enterprises. The launch of E2 Energy Advisors brings together a wide spectrum of expert energy service technicians to provide world class energy management services that meet some of today's most significant global economic and environmental challenges.

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