Customer Service & Contact Center Team Awards Final Judges

2017 FINAL JUDGING CHAIR

George ClevelandGeorge Cleveland, VP of Channel Operations, Cricket Wireless, Atlanta, Georgia, USA 

As Vice President of Consumer Operations at Cricket, George is responsible for Cricket's sales operations, customer care, training and communications, and the digital experience. Prior to his current role, George was assistant vice president of the AT&T Customer Solution Centers. George tells us he is “excited and humbled” by this opportunity to participate as Chair of this Final Judging Committee.
   George began his telecom career in 1996 as a senior accountant with BellSouth Cellular in Atlanta. From there, he progressed through several sales leadership roles within AT&T Mobility before assuming the role of regional sales operations director for Company Owned Retail, supporting the South Central region. He then became executive director of AT&T University.
   George is a certified CPA and has a Bachelor of Arts degree in Accounting from Morehouse College in Atlanta.

Committee:

Aditya BaswanAditya Baswan, Senior Project Manager-Operational Excellence
Abu Dhabi Commercial Bank, Abu Dhabi, United Arab Emirates
MBA professional with 12+ years of experience in Consulting & Solutioning, Business Unit Management, Lean Six Sigma, Migrations and Process Transformation along with CXO level interactions - specializing in stakeholder management, BFSI process improvement and onshore project delivery across North & Latin America, Middle East, India and Australia.

Cynthia CarleCynthia Carle, Core Team Lead
eMoney Advisor, LLC, Philadelphia, Pennsylvania, USA
Cynthia graduated from the University of Pittsburgh with a background in English and currently uses her customer service expertise to train new employees as Core Team Lead of eMoney Advisor's Client Engagement department.

Leighton CarrollLeighton Carroll, President
Quadgen, Johns Creek, Georgia, USA
Currently the President of Quadgen, Leighton Carroll has built his career on sales and service. Notably experiences include being part of the executive turnaround team for AT&T Consumer Care. While managing 23 call centers and a team of 7,000, AT&T went from worst to first in service in 2 years, ultimately winning the JD Powers award.

Dr. Andrea Graham, Engineer & Professor
Prosper, Texas, USA

Peggy Heafey, Director - Intermediary Partner Care
Marriott International, Inc., Omaha, Nebraska, USA

Russell LeboffRussell Leboff, Vice President Business Development, Partner
Education Solutions Services (ESS), Richmond, Virginia, USA
Born in Augusta, GA, but lived in several areas in the state including Athens, where I attended the University of Georgia. After obtaining a BA degree from UGA, I worked in business management throughout my career. I am married soon to be 27 years and have four children. Richmond, VA has been my home for the last 16 years.

Jodie MongerJodie Monger, President & CEO
Customer Relationship Metrics, Sterling, Virginia, USA
Dr. Jodie Monger leads Customer Relationship Metrics in its pursuit to save organizations from the pitfalls of customer experience measurement by providing fully hosted solutions that guarantee success for its clients. Confidence in your customer experience program allows you to apply the analytics instead of justifying or making excuses for the program.

BJ WinklerBJ Winkler, Director of Customer Experience
WP Engine, Austin, Texas, USA
BJ has worked the past 3.5 years with WP Engine's Technical Support team helping grow the team from 10 to over 100, while maintaining a world-class customer experience. He now oversees the Technical Success teams responsible for WP Engine's largest enterprise customers.

Jamie ZaffkeJamie Zaffke, Customer Sales and Service Manager
Alliance Laundry Systems, LLC, Ripon, Wisconsin, USA  
Jamie Zaffke is the Customer Sales and Service Manager at Alliance Laundry Systems, LLC. His responsibilities include implementation and management of control process teams. These teams assist customers in their buying journey of commercial and residential laundry equipment with a global perspective. Along with his passion for creating positive customer experiences, Jamie enjoys spending time with his family and volunteering within his community.