Customer Service Department & Success Awards Final Judges
2017 FINAL JUDGING CHAIR
Chuck Browne, Customer Care Operations Manager, Vivint, Provo, Utah, USA
As a Senior Manager on Vivint Smart Home’s Customer Care team, Chuck is responsible for the daily operations and strategic growth of the organization. On being appointed Chair of the Customer Service Department & Success Final Judging Committee, Chuck told us it was an honor for him to be asked to assist in the judging of the operations and success of other businesses. As he put it: “I know so many companies do so many great things. I’m looking forward to reading through best practices and being a part of recognizing some of the great work in the Customer Service industry.”
He added: “I know our team felt a big confidence boost from the recognition in the 2016 Stevie® Awards for Sales & Customer Service for all their hard work. I’m excited to be able to pay that feeling forward to another team in 2017.”
Chuck has been involved in the Customer Service industry for fifteen years. For six years of those years, he has been a major influence on the strong customer-facing approach to service at Vivint Smart Home. Chuck co-leads a team of nearly a thousand customer service agents and leaders across three sites. In 2016, Chuck’s team successfully launched a work-from-home program that has rapidly expanded to over 100 agents and 4 supervisors. Chuck has played a vital role in the consistent improvement of Vivint Smart Home’s quality of service and operational efficiency, amidst 30%-plus growth each year, an aggressive product-launch schedule, and market expansion.
Chuck received his Bachelor of Science from Brigham Young University in 2012. Chuck has been married for 10 year and has two beautiful daughters. When Chuck is not in the office, he can often be found on one of Utah’s world-class rivers practicing his fly fishing or hiking trails with his family.
Greg Allen, Insurance Agent
Farmers Insurance, West Jordan, Utah, USA
Sam Baddeley, Business Improvement Manager
Kuoni Global Travel Services, London, United Kingdom
Sam's extensive experience of operational strategy and business improvement consulting has focused on sales and customer service. Sam has helped leading companies, across industries, to design and implement initiatives that have improved the customer experience, driven employee engagement and contributed tangible bottom-line growth.
Rich Bradley, Chief Operating Officer
ath Power Consulting, Orlando, Florida, USA
Rich Bradley leads the daily success of Boston-based market research company ath Power Consulting, now in its 20th year. Formerly a major league sports and national television executive, Rich brings nearly 30 years of senior executive experience from some of America’s best known brands, the last nine years in financial services research and sales. He is the immediate past-President of MSPA Americas and incoming 2017 Chair of the MSPA Global Board, trade associations for the customer experience industries.
Blake Deakin, VP Client Services
SmartLinx Solutions LLC, Edison, New Jersey, USA
Blake Deakin is a customer service veteran with nearly 20 years’ experience in various roles spanning customer support, technology implementations, and management consulting. Today he manages the Customer Service teams at SmartLinx; his specialties include data science, customer loyalty measurement, customer journey mapping, and integration of support and service systems.
Jason Larsen, General Manager
Clearwater Commercial Landscapes, Round Rock, Texas, USA
Both small business and Fortune 50 background, ranging from accounting/finance to general management. Undergrad degree in accounting from Brigham Young University and MBA from University of Texas - Austin.
Connor MacArthur, CFO
Mission Belt, Lehi, Utah, USA
Connor is an entrepreneur with a background in eCommerce and Finance. Connor serves as the CFO of Mission Belt & runs his own eCom & consulting ventures. Previously, Connor gained deep strategic and financial analysis experience on the Credit Research team at Goldman Sachs.
Raj Motwane, SVP, Client Success & Operations
IANS Advisory & Consulting, Boston, Massachusetts, USA
Raj Motwane serves as Senior VP of Client Success & Operations for IANS, where he leads the Consulting and Decision Support organizations. Prior to IANS, as GM, Services & Client Success at Resilient Systems (acquired by IBM), Raj successfully built and grew a global professional services & customer success organization
Heather Nowak, Director
Nova Auditing Ltd, Sittingbourne, Kent, United Kingdom
Heather is the Director of three companies, audits to ISO standards for BSI, sits on the London Chamber of Commerce and Industry Council, and is a member of the Audit Committee Institute and Institute of Information Security Professionals. An amateur artist and equestrian in her spare time.
Vijay Ramchandran, Head of Services Customer Experience
Citrix Systems, Fort Lauderdale, Florida, USA
Vijay leads the Customer Experience efforts for Citrix Systems' services organizations. Under Vijay's leadership, Citrix has won numerous industry awards for delivering a world-class customer experience. Previously, Vijay led Voice of the Customer efforts at Dell Inc.
Adam Ruri, Manager, Field Management Development Program
Liberty Mutual Insurance, Orlando, Florida, USA
Adam joined Liberty Mutual as a Manager after graduating from Purdue’s MBA Program. He lives in Lake Mary, FL with his wife, Katie, and his 3-year-old son. A native of New Zealand, Adam has had a passion for Sales and Customer Service Since his first job at KFC.
Joao Santanna, CRM Director
Oi, Rio de Janeiro, Brazil
CRM Director at Oi, Brazil’s leading telecommunications service provider. Responsible to support more than 70 Million customers leading a contact center with 40,000 people. Engineer with executive MBA and visiting professor of Customer Relationship Management at FGV (top university in Brazil).
Paul Shiroma, Director, Training
First American, Santa Ana, California, USA
Ryan Smith, Senior Manager of Media
Houston Astros, Katy, Texas, USA
Beth Smith, Specialist, Delivery Operations
OpenAgile Centre for Learning, Boulder, Colorado, USA