Jim Cocito is Senior Vice President of Operations Management Services at Alcatel-Lucent. In this role, Jim has overall responsibility for leading Alcatel-Lucent's maintenance and managed services business, which helps service providers reduce OPEX, maximize network availability and operate networks more effectively. Prior to his current role, Jim served as Alcatel-Lucent's Chief Compliance Officer and as Senior Vice President, Chief Operating Officer for the Americas region, managing the region's sales and operations teams as well as merger integration and program management initiatives. Jim holds an MBA in finance and computer science, as well as a bachelor's degree in accounting and management, from New York University.

 

As the head of Operations since 2006, Pam Dufour is responsible for all aspects of front-line service delivery including international assistance, customer service, claims management, and related back-office support services. Pam also has responsibility for operations strategy for Allianz Global Assistance companies in North and South America.

She joined the company in 1992 as the Director of Marketing, and has held several senior management positions over the years in customer service, sales, and operations. Prior to taking over Operations, she was the Senior Vice President of Corporate Sales and Marketing.

Pam’s extensive experience in corporate project management, product development, and quality management with Sun Trust Bank, along with her passion for a strong customer focus and service excellence, have been instrumental in the company’s receipt of several important quality awards during her tenure. Allianz Global Assistance received the ICMI’s Global Call Center of the Year Award for outstanding customer service, and also the prestigious SPQA Medallion of Excellence.

She has a master’s degree in business from Virginia Commonwealth University and a bachelor’s degree in marketing and management from James Madison University.

Pam serves on the Board of Directors of Jefferson Insurance Company.

 

As an example of its strong commitment toward achieving world-class customer service, ADT Security Services, Inc., appointed Georgia Eddleman to the newly-created position of Vice President, Customer Care in December 2008.

Eddleman reports directly to ADT Group Vice President Shawn Lucht and leads all account service functions for ADT.  She also manages eight Customer Care centers across North America, which handled over 34 million alarm signals and 24 million customer calls last year.

Eddleman brings to the position more than 25 years of customer service experience that help ensure ADT’s over six million commercial, government and residential customers receive the highest levels of service.

Prior to joining ADT, Eddleman was Chief Operating Officer of Ameribridge Health Plan at Amerigroup, a $4 billion health care company.  She also held various roles of increasing responsibility at Medco Health, the nation’s largest prescription benefits manager, ultimately serving as Vice President, General Manager, Medicare Operations. During her tenure, Eddleman helped Medco Health achieve client satisfaction ratings above 90 percent.  She has also held several executive customer care positions at Home Shopping Network and Progressive Insurance.

Eddleman holds a Master of Business Administration in marketing and a bachelor’s degree in business administration from the University of South Florida.  She is also a certified Six Sigma Black Belt.

 

Kelley J. Everetts is senior vice president of Client Care & Implementation Support at First Data. In this role, she is esponsible for implementations and boarding of all products and customers in North America. In addition, she handles merchant retention and all second level and account management support functions within North America. 

Prior to her current role, Everetts was the senior vice president of global customer service operations with responsibility for setting global strategy, financial targets and future business direction for First Data call centers. Her background with First Data includes responsibility for the key business processes as part of the First Data/Concord integration, dispute resolution, information products, merchant retention, and general management of the Paymentech relationship, statement and settlement operations. 

Before joining First Data in 1996, Everetts spent twelve years with Coopers and Lybrand where she held a variety of positions in industrial engineering, strategic planning and management and consulting. 

Everetts earned a bachelor’s degree in applied engineering from the Rochester Institute of Technology in Rochester, New York.

 

Marci Ginzburg is a member of the Global Leadership Team and is Senior Vice President of the CA Technologies Global Customer Success organization.  The mission of this organization is to improve the experience our customers and partners have with CA technology.  We do this by ensuring positive outcomes that maximize the value our solutions provide to customers while continuously improving the speed, efficiency and effectiveness with which we address their underlying needs and enable them to achieve their business goals.  

Marci began her career at CA Technologies in 1993 as a client service representative and since that time has held a number of sales and service leadership roles within CA Technologies, in both a regional and global capacity.

Prior to her current role, Marci spent 5 years as Senior Vice President, Global Customer Portfolio Management, leading a global team focused on streamlining CA Technologies license renewal process. Through her leadership and the efforts of her team, she established a repeatable process for our renewal business that ensured a consistent, customer focused approach and methodology that led to an improved customer experience.  In this role she was also responsible for building, maintaining and growing relationships with CA's existing base of customers.  In the 5 years prior to leading this effort globally, Marci created and ran the Portfolio Management business in the Northeast US, then across North America and then across the America’s.

Marci received a Bachelor’s degree in Marketing from the University of Maryland.  She is based in CA Technologies Manhattan Headquarters and home of the Executive Briefing Center.

 

Speaker bio coming soon...

 

Ingrid Lindberg was named Customer Experience Officer of Cigna Corporation in January, 2008. As the first customer experience officer in the health service industry, Ingrid is a national and internationally recognized expert for changing corporate culture, its language and practices, and making customers the "center of our universe."

With more than a decade of experience in customer engagement, and a diverse background in change management, customer strategy development, product development, and operations, she is responsible for developing and overseeing the implementation of Cigna's corporate-wide customer strategy.

Among her accomplishments, Ingrid and her team have delivered the industry's first 24/7/365 customer service operation for all Cigna's medical, dental and pharmacy plans; and had completely redone all of the company's customer communications materials, including, the customer Explanation of Benefits. This is now is one of only three in the health service industry to earn an Excellent designation for Clarity, Content and Design in an evaluation by DALBAR, Inc. In 2011, the Center for Plain Language awarded Cigna an award for excellence in the “most improved private sector document” category. 

In addition, Ingrid has been named as a 2011 1to1 Media/Peppers & Rogers Group’s Customer Champion. This prestigious award follows Cigna's having earned the Silver Award for delivery of an excellent customer experience from the 2010 Gartner & 1to1 Media Customer Relationship Management Excellence Customer Awards and a first place Gold Medal award for an exemplary customer strategy, as well as a customer experience excellence award from the 2009 Gartner & 1to1 Customer Awards.

She was also recently named one of Hartford Courant’s 40 under Forty winners in 2011 and one of Business Insurance magazine's Women to Watch in 2009. Ingrid’s work for improving customer understanding by more than 100 percent was highlighted in a case study done by IBM Global Business Services.

 

Speaker bio coming soon...

 

Speaker bio coming soon...

 

Speaker bio coming soon...

 

Vicky Stennes is Vice President, Inflight Experience at JetBlue Airways based in New York City.  Vicky is responsible for in-flight service throughout the airline’s system, with the primary goal of maintaining the highest level of customer service standards while delivering the JetBlue experience at altitude.  An industry veteran with over 35 years of aviation experience, she has a passion for serving crewmembers who serve customers.  JetBlue is the proud recipient of the JD Powers and Associate Award for 2005 through 2011 – achieving the highest satisfaction ranking for Inflight Service among all North American carriers. 

 

In 1999, Lee Valentini opened Amica Mutual’s first contact center with a staff of six.  Prior to his role as Director of Voice and Service Center Operations, he worked for Amica in its Claims Executive Department where he served as both a property and casualty examiner.    

In his current role, Lee is responsible for oversight of Amica Mutual’s three contact centers (Lincoln RI with a staff of 170, Spokane, WA which staffs 80 and Indianapolis, IN with a staff of 30).  In addition, in 2008 Lee brought Amica’s Voice Operations team under the Service Center umbrella in order to manage the corporate vision of call routing throughout Amica’s 40 countrywide locations.  Lee and his Voice Ops team have been responsible for Amica’s transition to a VoIP telephony platform, overall design of its telephony topology and management of the customer experience with respect to customer interaction through various delivery channels.   Through use of a single ACD which distributes calls countrywide to an agent population of 2000, Amica has been able to redefine how they utilize staff in multiple locations to simultaneously handle routine customer contact and catastrophe calls.  During Hurricane Irene in 2011, Amica answered 3000 catastrophe First Notice of Loss calls within 24 hours with < 0.01% abandon rate and a 99/20 service level while concurrently handling its normal call volume from those customers unaffected by the storm.  In coordination with its recently rolled out “Electronic Claim File” (the ECF project code named Every Customer First), Amica has been able to shift calls and work (rather than staff) throughout the enterprise, resulting in maintained staff retention without associated individual location staffing shortages or overages.  Through the use of a real time chat feature, Service Center personnel provide customers with an alternative communication channel to the traditional voice, fax and e-mail offerings.  

Lee attended Wake Forest University where he earned English and Political Science degrees.  He has been awarded the Chartered Property and Casualty Underwriter designation along with Continuing Professional Development, Associate in Management, Associate in Claims, and Certificate in General Insurance professional designations.  He has earned a Six Sigma Green Belt and Lean Six Sigma certificate through Villanova University and is currently enrolled in the Master Certificate in Six Sigma program.