Customer Service & Contact Center Individual & Achievement Awards Final Judges

2017 FINAL JUDGING CHAIR

Will O'KeeffeWill O’Keeffe, Global Customer Support, Acquia, Inc, Burlington, Massachusetts, USA

Will has more than 25 years experience leading, growing, and transforming global customer support organizations. In his role at Acquia, Will is responsible for building and maintaining a world-class Global Support team that is recognized for excellence by Acquia's customers and partners.
   Prior to Acquia, Will was Vice President of Customer Service and Support at ATG where he led efforts that resulted in dramatic improvements in customer satisfaction and retention. When ATG was acquired by Oracle in 2010, Will transitioned to lead the global support team for Oracle Commerce and was responsible for the integration of Endeca and Inquira into the Support portfolio. Prior to ATG/Oracle, Will led the Customer Care organization at NaviSite and was a Principal Consultant at PRTM.
   Will lives in the Boston area. He has a BA in Economics from Wesleyan University and an MBA from Boston University.

Committee:

Teresa Allen, Owner/President
Common Sense Solutions Training & Consulting, Shreveport, Louisiana, USA

Lois Chianese, Principal, BenefitWallet Client Services
Conduent, New York, New York, USA        

Nick DainesNick Daines, VP Customer Care
WP Engine, Austin, Texas, USA
Accomplished customer care executive with a record of achievement improving the quality and delivery of customer care for WP Engine. A proven leader with a firm commitment to “servant leadership” that improves employee performance through motivational and inspirational leadership.  Practiced in managing organizations with as many as 1000 professionals focused on driving continuous improvement in the delivery of customer service to tens of thousands of customers worldwide. 

Gary FewkesGary Fewkes, Director, Customer Service and Call Center Operations
Traeger Wood Fired Grills, Salt Lake City, Utah, USA
Gary has been involved with customer service in a call center since 1997. He started his career as a customer service rep and worked h is way up through the ranks to his current position as a Director. He is passionate about creating a fun, energetic environment for call centers.

Chris LunaChris Luna, Director, Customer Advocacy
TCL North America, Corona, California, USA
Experienced services and support leader with a passion for improving customer experiences, driving profitability and increasing revenue. Proven history of developing and leading high performance teams with the ability to transform customer experiences leveraging data. Highly proficient in vendor and contact center management, developing service monetization strategies and cost control.

Emma OberdieckEmma Oberdieck, Consumer Experience Strategic Consultant
Humana, Inc., Louisville, Kentucky, USA
24 years of distinction in Consumer Experience, Leadership Development, Organization Design, Corporate Learning, Coaching, Mentoring, and Human Capital Strategy in both non-profit and corporate arenas spanning 50-1MM employees. Current role includes design and execution of corporate Consumer Experience Learning Strategy. CXPA. M.A., HR Development and Management. Volunteer, wife and mother.

Sharon Roen, Assoc. Director of Call Centre Corporate Office
J2 Global Communications, Hollywood, California, USA

Joshua StrahlerJoshua Strahler, Support Center Manager
Network Alliance Inc., Richmond, Virginia, USA
Active in local volunteering as well as business, Josh brings both experience and youth to all aspects of his personal and professional life. As a Support Center Manager at Network Alliance Inc., Josh is responsible for the day to day operations of the Support Center.

Lori SullivanLori Sullivan, Owner
Process Infinity, LLC, Avon, Indiana, USA
After extensive experience in CPG companies creating best in class customer service departments, nimble and intuitive forecasting, planning and scheduling departments and driving warehouse and transportation team to excellent, Lori Sullivan has started Process Infinity, LLC a consulting companies to help others achieve success with their customers.