About the Speakers
Updated
04/04/2008
Details about each
speaker are listed below. Check back often for updates;
information will be added as the schedule is finalized.
Nolan Burris
Visionistics Enterprises, Inc., Future Proof Travel Solutions
Nolan Burris began
his professional career as a travel agent in 1979 in Tulsa, Oklahoma. He
eventually worked in nearly all areas of the travel industry.
Nolan developed an
early interest in technology and the business solutions it could
provide. In 1990, his continued work on the strategic use of technology
lead him to Vancouver where he served as Vice President of Information
Technologies for Uniglobe Travel International.
In 1999, Nolan
formed his own company, Visionistics. As a consulting and educational
resource, Visionistics' mission is to help others achieve personal and
professional success. All of the company's programs are built on a set
of fundamental principles called "The Visionistics Process of Success"™.
The concepts are based on the belief that sustained success is a process
and is dependent upon integrity. The program also teaches that integrity
is created and maintained through balanced attention to Vision,
Strategies, Tactics, and Ethics.
In 2007 Nolan
created Future Proof Travel Solutions to take the Visionistics concepts
and apply them specifically and exclusively to the travel industry of
today and tomorrow. Nolan's work in teaching strategies for success has
made him a popular and in-demand international speaker. His programs
have been presented in keynote and motivational addresses around the
world.
Marilyn Clark
Consistacom, Inc.
Marilyn Clark is
the Director of Marketing and Sales for Consistacom, Inc. an Avaya
Partner. Marilyn graduated in the top of her class from Michigan
Technological University with a MS in Business Administration and a BS
in Mathematics. She spent the majority of her career in manufacturing,
learning the business process improvement tools on how to do more, with
less. Since her start with Consistacom in 2005, Marilyn has focused on
the development of business processes and partnerships allowing her to
help the progress of Consistacom.
Marilyn has been a part of three start-up organizations from 1976 to
2005 and one turn around in the U.K. in 2000. She brings a fresh, new
perspective to the call center industry by applying skills learned in
manufacturing that have been proved time and again to work.
In addition, Marilyn is an Honorary Lecturer in the School of Business
at Michigan Technological University, and is certified in project
management as well as APICS certified
Michelle Cline
FurstPerson
Michelle
Cline is FurstPerson’s Vice President of Operations. In this role,
Michelle holds executive responsibility for the delivery of the
FurstPerson Assessment Solutions and Recruitment Process Outsourcing.
Michelle drives and oversees all aspects of operations within
FurstPerson client services, including development and implementation of
assessment products and technology as well as coordination and
allocation of human and technical resources.
Michelle
joined FurstPerson 10 years ago when the company was founded. She had
been working as a consultant for CallCenter Services, taking on multiple
projects focusing on improving internal call center business processes
and implementing new call center methodology. Prior to her role with
CallCenter Services, Michelle worked for EDS in a General Motors call
center where she was a member of the call center operations team.
Seth Ettwein
Alaska Airlines
Seth Ettwein has
worked for Alaska Airlines in various capacities for the last 8 years.
He started as a Reservations Sales Agent in Phoenix, Arizona and moved
on to work in Reservations Applications Development as a business
analyst. In that role, he supported the software applications
development team in providing business analysis and process
documentation for various reservations specific software applications.
In 2007, he moved to his current position in Network Operations and
helped launch the At-Home agent program.
Mark Frei
West Corporation
Mark
Frei is a Senior Vice President of Sales for West Corporation. Mark is
responsible for new business strategy and service development for West's
Custom Operator Services Group, which includes home agents, as well as
US-based, near-shore and offshore brick-and-mortar call center
solutions.
Over the past five
years Mr. Frei has focused on the development and deployment of West’s
home agent solution, West at Home. In that time, he has helped grow the
program to over 14,000 active agents and has become a recognized expert
in this space.
With over 11 years
at West, Mr. Frei has also been responsible for sales within West's
Interactive and Direct Response Divisions. Prior to joining West, Mr.
Frei spent five years with American Express & First Data Resources.
Mr.
Frei is a frequent speaker at industry conferences and has had numerous
articles published regarding technology capabilities, transaction
processing and call center services.
Neil Giles
Avaya, Inc.
Neil has served in various technical and leadership roles in
the telecommunications industry for over 13 years. He
holds a Bachelor of Science in Computer Science and a Master
of Business Administration. He actively continues formal
education and certification in the fields of IP Telephony
and Contact Center applications through the Avaya
Professional Certification Program. He has earned
certifications for IP Telephony and Contact Center solution
architecture design. For more than a decade, Neil has
focused on the application of advanced technologies to
address business needs while facilitating increased
revenues, reduced costs, and enhanced customer satisfaction
for global corporations with complex communication networks
and diversified eco-systems including in-house, outsourced,
and off-shore contact centers.
Ric Kosiba
Bay Bridge Decision Technologies
Ric Kosiba is one
of the founders of Bay Bridge Decision Technologies and serves as its
President. He leads the development of the company's simulation and
optimization technologies and is an expert in the field of call center
management and modeling, collections and call center strategy
optimization, and the optimization of large-scale operational processes.
He holds two contact center planning and analytic patents.
Before founding Bay
Bridge, Ric was Director of Management Science at Partners First and was
responsible for company-wide efforts, including collections and call
center analysis, predictive and prescriptive marketing and risk
modeling, and operations engineering. Before joining Partners First, Ric
was Vice President of Operations Research in First USA's Customer
Support Division. He was in charge of collections strategy modeling,
staff planning, budgeting, and call center process involvement.
Ric received a
Ph.D. in Operations Research and Engineering from Purdue University, an
M.S.C.E. and a B.S.C.E. from Purdue's School of Civil Engineering.
Dr. Brooks Mitchell
Snowfly Incentives
Brooks
Mitchell PhD. has the rare ability to combine humor with meaningful and
practical interpretation of research in the areas of employee motivation
and retention. Dr. Mitchell held top HR positions at PepsiCo and Texas
Instruments before relocating to Laramie, Wyoming in 1987 where he is
currently a teaching professor at The University of Wyoming and CEO of
Snowfly Incentives which he founded in 1999. Brooks has received
outstanding reviews as a featured speaker at numerous call center events
including The 2007 Avaya Predictive Dialer System User Conference and
The 2007 Aspect Customer Experience. He is a published author and has
been featured in over 75 national publications including Forbes, Wall
Street Journal, Fortune, The New York Times and U.S.A. Today. In
addition to Snowfly and his students, Dr. Mitchell devotes his time to
fly-fishing, golf, and military history
Erv Prince
IEX, a NICE Company
Erv Prince is a
Senior Regional Sales Manager at IEX Corporation. Prior to joining IEX
as a Sales Manager in 1994, Erv was an International Marketing Manager
at E-Systems, Inc., a Fortune 500 defense systems company. His
responsibilities there included new business development in the US,
Latin America and the Middle East.
In his current role
at IEX, Erv is responsible for sales activities in the Western Region,
incorporating Arizona, California, Oregon, Washington, Alaska and
Hawaii. Working with solutions Engineers from IEX and partner companies,
Erv assists prospective customers with solving key business problems
through the implementation of leading-edge software solutions from IEX
and IEX partner companies.
During Erv's tenure
at IEX, he has been responsible for placing IEX's flagship TotalView
Workforce Management system at numerous key accounts. He has been
Regional Sales Manager of the Year five times and is a four time member
of the President's Club.
Erv attended Lamar
University in Beaumont, Texas, graduating with a Bachelor of Business
Administration in Marketing. He also received a Master of Science in
Operations Management from the University of Arkansas.
He is a former US
Air Force officer, having served 22 years on active duty, retiring in
1989 at the rank of Lieutenant Colonel.
Marc Schneider
ProFlowers
Marc Schneider joined ProFlowers in 2006
as Vice President of Customer Contact Operations. He has over 15 years
of experience as an operator, investment banker, and management
consultant working across a variety of industries such as call center
operations, financial services, oil & gas, chemicals, utilities,
commercial printing, and international development. Mr. Schneider also
has extensive experience in post-merger integration, cost reduction,
value-based selling, pricing, and new venture launch. Mr. Schneider
received his BS in Economics and Accounting from The Wharton School at
the University of Pennsylvania and his MBA in Marketing and Statistics
from the University of Chicago's Graduate School of Business. He was a
Visiting Professor of Competitive Strategy at the University of Anahuac
in Mexico City and has served as a Board member of several non-profit
institutions.
Connie Smith
Envision Telephony, Inc.
Connie Smith has
been involved in the contact center industry in various roles for more
than 20 years. She has built operations and fulfillment centers from the
ground up including multi-site, retail and wholesales, reengineered
multiple site centers and built one of the first true multi-channel
contact centers in 1998, including integrated telephone, e-mail, Web
chat and callback technologies.
She leveraged her
cumulative experience with all aspects of managing contact centers and
became a consultant, helping world-class contact centers with building,
relocation, mergers, assessments, vendor selection, workforce
management, metrics, telephone systems, CRM and CTI applications,
customer service skill development, training initiatives and quality
programs.
Today, she is Chief
Evangelist for Envision (formerly Click2Coach), and her passion is to
educate the industry on the importance of workforce management, quality
monitoring, coaching, eLearning, performance management and analytics.
David Taylor, CISSP
PCI Knowledge Base
David Taylor is the
President of PCI Alliance and the Founder of PCI Knowledge Base.
The mission of Payment Card Industry (PCI) Security Vendor Alliance (SVA)
is to provide products and services for the affected members of the
payment card industry including retailers, E-commerce companies
financial institutions, payment processors, POS vendors and any other
organizations that must achieve compliance with the PCI Data Security
Standards. The PCI SVA will also complement the objectives of the major
card payment brands by helping educate the payment card industry about
the business value of achieving PCI DSS compliance.
David has a PhD.
from Purdue University and an MBA from New York University. He has
six years experience with AT&T Bell Labs and 14 years with Gartner.
return to top
Click here to
Register On-Line Now!
|