2016 Customer Service & Support Awards Categories Judging Committee

Committee Chair:

Amy Downs, Chief Customer Success & Happiness Officer
Lifesize, Austin, Texas, USA

15-IBA-CS-Chair-It's not every day that you see a business leader whose professional title includes the words “customer happiness.” But for Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, there are simply no better words to describe her critical role at the company.

Amy joined Lifesize in 2014 to evangelize the importance of its customers throughout the organization, a core value she calls “Customer Obsession.” Amy’s role is to ensure that everyone who interacts with the company has a smile on their face. From customer success, support, service, training, community, and renewals, Amy drives the strategy and execution of programs that provide world-class experiences for Lifesize customers and partners to bring successful video collaboration to their companies. For example, introducing Net Promoter to Lifesize now propels the voices of its customers and partners into all areas of its business and is driving great organizational improvements.

Prior to joining Lifesize, Amy led Voxeo’s industry-leading customer success, support, and service organizations and oversaw all post-sales interaction with customers. She previously led professional services at Fiserv Corporation. Amy has a Bachelor of Science Degree and a Master’s Degree in Business Administration, specializing in MIS, from the University of Florida.



Richella Abell-Hawes Richella Abell-Hawes, Compliance & Quality Director
Herkimer ARC, Herkimer, New York, USA
Richella Abell-Hawes, Compliance & Quality Director at Herkimer ARC, holds a bachelor’s degree in Business Management; is Certified in Healthcare Compliance (CHC)®. Ms. Abell-Hawes also holds a certification in Total Quality Management (ExpertRating®), is a Level One Certified Investigator (LRA). and graduate of Leadership Mohawk Valley (LMV). Ms. Abell-Hawes has worked in the Health & Human Services field since 1996. Previously, she was instrumental in the development of a compliance program at a small rural hospital. She assists Herkimer ARC in ongoing compliance program initiatives; conducts internal audits and investigations; and provides HIPAA and compliance training.

 Ronald Joseph Avecilla Ronald Joseph Avecilla , Experience Coach - Quality Management
Globe Telecom, Taguig, NCR, Philippines
Ten years of working experience in the private sector ranging from Banking, Call Center Operations, Financial Advisory, Process Audit and Quality Management.

 Mehmet Emre Demir Mehmet Emre Demir , CRM SVP
Denizbank, Istanbul, Turkey
After graduating from Istanbul University - Department of Business he began to work professionally at Citibank in 1997. After working as project leader for Call Center and Internet Branch in Iktisat Bank Retail Project Management Team he worked as Channel and CRM Campaign Manager at Akbank between 2001 – 2009. In 2009 he started to work as CRM Department Manager in DenizBank and took part in the foundation of CRM substructures and since 2014 he is the Senior Vice President of DenizBank CRM Department. He still teaches CEM, campaign & communication management at İstanbul Business School.

Altug Eker Altug Eker, Improvement - Executive Committee Member
Arvato Turkey, Istanbul, Turkey

Sven-Olof Husmark, Vice President & Chief Marketing Officer
Qmatic Group, Molndal, Sweden

 Dan Koroscil Dan Koroscil , VP Cloud Operations
Aspect, Orlando, Florida, USA
Dan is an experienced Customer Support & Services Executive. A large part of his career has been devoted to improving bottom line results. He has achieved success at empowering change and relentlessly focusing on critical objectives. He has demonstrated capabilities in motivating diverse organizations to achieve common goals, developing global support and service strategies and translating strategy into action.

Satish Koul Satish Koul, VP & Manager, Total Quality & Business Excellence
Union National Bank, Abu Dhabi, United Arab Emirates
A Successful quality operations and business excellence specialist with over 30 years of result oriented knowledge and experience across banking, FMCG and service industries in diverse geographic and multicultural environments.

Brian McNeese, VP, Professional Services
Waterfield Technologies, Tulsa, Oklahoma, United States

Lou Reinemann Lou Reinemann, Director, Customer Care and Documentation
SmartBear Software, Somerville, Massachusetts, USA
Lou has run service organizations with technology companies in the Boston area for over 25 years. With companies ranging in size from startups to Fortune 500 companies, he has built and lead pre- and post-sales technical service teams focused on outstanding customer service.

 Darren Walker-Wallis Darren Walker-Wallis, Training Lead
Barclaycard, Henderson, Nevada, USA
Darren has a wealth of experience leading Learning and Development teams in a Financial Services sectors. He has worked in all aspects of the L&D functions and managed global teams focused on operational learning interventions.

Ker Ling YewKer Ling Yew, Vice President Group Centre of Operational Excellence
Singtel, Singapore
Yew Ker Ling is currently the Vice President, Group Centre of Operational Excellence (Group COE) of SingTel Group. Group COE is responsible for innovating, incubating and inculcating business best practices to enable and empower the lines of business in Singtel Group to deliver sustainable values, operational excellence and distinctive customer experience.