As Head of Customer Care at the Chrysler Group, Paul is responsible for customer and dealer support including inbound and outbound contacts for approximately forty lines of business. 

Paul has been with the Chrysler Group for 25 years and has had responsibilities within the Finance, Manufacturing, Sales & Marketing and Service & Parts functions. The majority of Paul’s career has been spent in the International Operations team. He and his family have lived in South America, Europe and Asia. Paul was responsible for Chrysler’s operations in Venezuela and China and has worked in the regional organizations supporting markets outside North America. 

For the past three years, Paul has been in charge of leading Chrysler’s transformation in Customer Care for turning the company towards the customer. This has involved the establishment of brand specific services, significant expansion of outbound programs and full integration with the Fiat Customer Care Organization. 

Paul holds a B.B.A. from the University of Michigan and an M.B.A. from the Fuqua School of Business, Duke University. He is also a member of the Advisory Board of the Michigan Chapter of the American Diabetes Association.

 

Bob Azman, Senior Vice President, leads the Customer Experience and Education organization supporting the Legal, Government, Risk and Compliance and Intellectual Property Solutions businesses within Thomson Reuters. He contributes to the development of the overall customer experience strategy as well as managing the Customer Service, Customer Technical Support, Reference Attorneys, Education, Training and Development and Client Implementation Services functions. Customer Experience is a global organization with customer contact centers located worldwide. Before joining the company in 2007, Bob held executives roles at Ceridian Corporation, eFunds Corporation and Deluxe Corporation. 

Bob earned both his MBA and bachelor’s degrees from the University of St. Thomas in St. Paul, MN. In his spare time, Bob is a guest lecturer in the executive MBA programs at both the University of Minnesota Carlson School of Business and the University of St. Thomas Opus School of Business. He is currently developing seminars for executive education programs at universities focused on developing effective strategies to drive improvements in a company’s customer experience. Bob is also a certified University of Minnesota Master Gardener.

 

Arvindh Balakrishnan is the Vice President in the North American CRM group in the Industries Business Unit at Oracle.  

Arvindh started his career in Oracle in 1996, in Oracle Consulting, and between 1999 and 2002, Arvindh founded and served as the CEO of MetricStream, an enterprise QA/RA software provider. Arvindh has held various field roles in Oracle, and is a trusted advisor to business and IT executives globally. Most recently, Arvindh was the Vice President for the Oracle Life Sciences Industry Business Unit globally. Arvindh graduated from IIT Madras in 1991, and has a MS in Industrial Engineering from the University of Minnesota, and was a Deans Fellow  in the Doctoral program at Texas A&M.  

 

Ms. Bettridge is Vice President of Excellence+, CACI International, Inc’s customer feedback program.  CACI is an Arlington, Virginia based company which has 14,000 employees who help federal clients provide for tomorrow’s national security challenges.

Ms. Bettridge leads a program which collects and uses feedback from government clients to identify best practices or areas for improvement at both tactical and systemic levels.  Additionally the information assists the company in retaining existing and capturing new business. 

Ms. Bettridge joined CACI in 2004 after working with various information technology and manufacturing organizations.  

Jennifer earned her M.P.A. from California State University, Long Beach and her B.S. from the Iowa State University. She is a on the board of directors for the Denver, Colorado chapter of the National Defense Industrial Association (NDIA). 

 

Renee Cacchillo joined Safelite AutoGlass® as Vice President of Service Delivery in August 2011. In this role, she focuses on delivering Safelite’s vision and business goals by driving performance in the areas of customer service and labor management, partnering closely with many of business units to establish Safelite® as a world-class service organization. In addition, she will work closely with other Safelite® leaders and their teams to implement cross-functional projects that are geared toward strengthening our operational performance. 

With more than 20 years of experience, Renee brings a wealth of experience, best-practice knowledge and a proven track record of success around improving the customer experience. Her background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores. She also has more than 5 years of experience at Accenture in leading large scale system implementations as well as in change management. 

Renee earned her M.B.A. and B.S. from the University of Kansas. She is a member of the Customer Experience Professionals Association.

 

As vice president, Global Customer Engagement, Terry Cain’s focus is on how companies create a culture of customer service excellence, where every employee understands why it’s important, and what their role is in delivering a consistently great customer experience every day.  Providing real value that the customer perceives is real leads to a mutually beneficial relationship referred to as customer engagement.  

Prior to this role, as vice president, Operational Excellence, Terry managed a team responsible for Avnet Results, encouraging and rewarding employees to improve the company and contribute to an innovation culture at Avnet. Since inception in 2006, employee led improvements have generated benefits of $100M.  He previously held positions as vice president, Shared Services, Solutions Development, Partner Alliances, and Business Development.  In each of these roles, Cain was responsible for change management, building alliances, managing suppliers and developing market solutions for Avnet.  A career constant is his passion and interest in customer service.   

Terry’s career with Avnet began in 1974 in the warehouse. He subsequently moved to positions of customer service, inside sales, product management, field sales, and district and regional management.  A mark of his leadership style is “fun” and his teams have won numerous awards over the years.  Terry is involved with the Center for Services Leadership at Arizona State University and Parenting Arizona, a non-profit child abuse prevention agency.  He plays golf and music and resides in Tempe, Arizona, with his wife, Rebecca, and has one adult son, Jonathan.  

Affiliations:
Member Association Change Management Professionals
Member Customer Experience Professionals
Lean Green Belt, Arizona State University
Guest Faculty WP Carey School of Business
Mountain Park Community Church, 4th Grade Class 

 

Paula Corey is an experienced Program Manager with 40 years of financial and operational leadership experience with public firms in technology, telecom, professional services, strategic sourcing, and outsourcing initiatives. 

She has been fortunate to enjoy both IT and finance careers which have included a wide variety of experience and exposure. Paula has gained a specialized proficiency in detailed financial assessments of operations and solutions implementation. She has achieved professional growth through responsibility for strategic planning, facilities management, finance, market data, sales, information systems, operations, and Customer Care developing a well rounded thorough understanding of all aspects of business.

Over the past 35 years she has been utilizing operations and financial expertise gained in supporting technology and projects through growth and bankruptcy. She has a long record of reducing costs and streamlining operations in a wide range of situations, through analysis of models, cultivation of necessary data, drilling down into the cost structure underlying the delivery and support of services and either seeking more cost effective alternatives/processes, eliminating revenue and cost leakage or enhancing business processes.

She is skilled in all areas of operations including operational efficiency in back office systems/functions, facilities management provisioning and customer care. Working with each of these functions, she has utilized financial skills to hone in on operational challenges and to find solutions achieving substantial profitability improvement. 

Prior to joining Constellation NewEnergy, Paula held Vice President, Senior Director and Director positions for large publicly traded companies including JP Morgan Chase, Enron, Lehman Brothers and Illinois Bell (Ameritech).

 

Jasmine Green is vice president and Chief Customer Advocate for Nationwide. Nationwide, based in Columbus, Ohio, is one of the country’s largest diversified insurance and financial services organizations.

As part of Corporate Marketing and Communications, she is responsible for the Office of Customer Advocacy. Green serves as a champion for customers across all of Nationwide’s businesses. Her role is unique within the company and there are few like it in any industry. It underscores Nationwide’s commitment to focus on the customer and help them protect what’s most important.

She has a distinguished career with Nationwide that began over 20 years ago in the Claims organization. Green previously served as associate vice president in the Office of the President for Nationwide Insurance Western Operations. During her tenure at Nationwide, she has also served as a product director and in various management roles within Claims in Tennessee, Kentucky, Michigan and Texas.

Green's successes include:

• Developing a reporting strategy to enhance the customer experience
   
• Creating a heightened culture of awareness for customer advocacy
   
• Building partnerships with business units to help enhance customer service
   
• Collaborating with business units to improve service recovery
   
• Developing the customer advocacy “I Care” approach for associates

Green's belief in continuous improvement led the creation of the Top Five Reporting tool, which provides insights to how our members interact with the company. The Top Five Reporting tool is in the process of being patented. Green was named a 2010 Woman Worth Watching by Diversity and Technology Magazine, and the 2011 Chief Customer Advocate of the Year, by the Chief Customer Council. 

She is a member of the board of trustees for the Columbus Medical Association Foundation, a member of the United Way of Delaware County, and serves on the Women's Leadership Network Steering Committee of Delaware. Additionally, she is a member of leading Chief Customer Advocacy and Customer Experience Councils and holds a bachelor’s degree in accounting from The University of Memphis.

 

As senior product marketing manager, Jane Hendricks oversees the linkage between customer value and Aspect technologies, with a strong focus on customer service. Jane has a 13+ year history of focusing on understanding customers and employees and the technologies that help organizations get the most out of customer engagement strategies.

Prior to Aspect, Jane was an Advisory Product Manager with IBM’s Business Analytics Group where she was responsible for setting the vision for the use of predictive analytics in business applications through predictive decision management.

She is a frequent blogger, presenter and writer on topics such as analytics, customer engagement and experience, and the application of technology for business process improvement.

 

Lynn Holmgren is Vice President of Residential Sales and Service Conversation Centers for Frontier Communications and has more than 20 years of experience in sales, service, marketing and contact center operations.

As Vice President, Lynn is accountable for nine centers and over 1,200 consultants who handle over 13 MM customer calls annually. Incorporated in 1935 and headquartered in Stamford, Connecticut, Frontier Communications is a Fortune 300 company and is the nation’s largest provider of communications services focused on rural America. Frontier operates in 27 states and has a 100% US Based workforce.

In July 2010, Frontier completed its acquisition of Verizon Communications’ local landline operations in 14 states.  Lynn and her team have been integrating these centers’ culture, people, processes and technologies into the systems and culture of Frontier.    

Previously, Lynn served as Whirpool’s National Director of Customer Care, where she led the organization through an integration of the Whirlpool organization and Maytag acquired properties.   

Lynn earned her undergraduate degree in Aviation from the University of North Dakota and her graduate degree from Indiana University in Bloomington with a double major in Entrepreneurship and Marketing.  Lynn spent 11 years in the United States Navy, serving both at sea and abroad. She held a sub-specialty as a Naval Aviation Supply Corps Officer and service achievements include the Meritorious Service Medal, two Navy commendation medals, a Navy Achievement Medal and the Armed Forces Expeditionary medal.

Lynn holds numerous industry awards including 2009 Contact Center Worlds “Best Contact Center in the Americas”, Silver medal for “Best Contact Center Leader” and Bronze for “Best Culture” and “Best Support Organization”. Additionally, in 2008, her organization captured first place in “Best Call Center Culture”, “Best use of Technology” and runner-up “Best in Class Call Center” from International Quality and Productivity Center (IQPC). The Michigan Quality Council also awarded Lynn the “Michigan Navigator” quality award for 2008 and 2007. Lynn was also personally awarded “Call Center Leader of the Year” by IQPC and Michigan’s “Best and Brightest” by Junior Achievement of Southwestern Michigan & Northern Indiana in 2008. 

 

Kevin Kammer currently serves as Vice President & General Manager for Arise Virtual Solutions. Kevin has been with Arise since 2009 and is responsible for overseeing service delivery and business development for several of the company’s largest accounts.

Before joining Arise, Kevin spent 7 years with West Corporation where he was responsible for identifying acquisition opportunities and leading due diligence efforts for West Interactive Corporation (WIC). WIC specializes in the development and operation of hosted contact center technology solutions. Prior to this position, Kevin oversaw sales and contract renewals for the company, exceeding all sales and profitability objectives while averaging growth of nearly 20%+ per year. He also managed business relationships with several of West’s largest Communication Services clients and sold automated and live operator services to major accounts such as Qwest Communications, American Express, Citibank, Capital One and Sprint producing more than $70MM+ in annual revenues.

Before joining West, Kevin operated KMC, LLC. KMC provided independent consulting services to evaluate third party processing and EAI solutions, refine sourcing strategies and validate plans for new market or product launches. Kevin assisted in the development of sales plans and pricing methodologies for a West coast start-up of business process management software; provided interim management of a newly acquired biotechnology operation specializing in synthetic DNA/RNA manufacturing; and oversaw establishment of a Brazilian subsidiary for a leading payment processor including the incorporation of the LLC, execution of a preferred supplier agreement and the successful asset purchase of a competitor in Sao Paulo, Brazil.

Before founding KMC, Kevin served as Chief Operating Officer of an early-stage business-to-business electronic commerce (B2B EC) service provider. Prior to that, he held various management positions with First Data Corporation, a leader in global electronic payments. As President of First Data Debit Services, he oversaw all activities of the nation’s leading processor of off-line debit cards providing services to more than 550 financial institutions and 40 million consumers. Under his leadership, the company surpassed the billion transaction mark, expanded its offering to include on-line capabilities, and achieved the company’s highest client satisfaction scores.

Kevin also developed First Data’s strategies for expanding into international markets, including Europe and Latin America, executing long-term outsourcing agreements, leading acquisitions or creating joint ventures. Before joining First Data in 1989, he held various consulting positions with Sterling Software, a leader in E-business integration, and was a Captain in the U.S. Air Force.

Kevin earned a BS from the United States Air Force Academy, Colorado Springs, Colorado and a MA from Creighton University, Omaha, Nebraska. He has also completed the ABA National School of Bankcard Management and executive M&A schooling at Wharton University.

 

Cathy Kenworthy is head of Customer Engagement for Cardinal Health, a global Fortune 19 healthcare services company. In this role, Cathy is responsible for the setting the vision and strategy for how Cardinal Health delivers an excellent service experience, which distributes medicine to retailers, hospitals, clinics, and the like for more than 40,000 customers nationwide. 

Kenworthy has led Marketing for the Cardinal Health’s Pharmaceutical Distribution business and has nearly 25 years experience in strategic planning, marketing and operations. Prior to joining Cardinal Health, she led Retail Operations for JPMorgan Chase and played General Manager and Marketing roles for Bank of America. She began her career at McKinsey & Company in Washington, DC where she provided strategic consulting services to a wide range of clients.

Cathy is a graduate of Georgetown University with a bachelor's degree dual major in Mathematics and Chemistry. She later obtained her master’s degree from the MIT Sloan School of Management. Cathy serves as a member of the Board of Trustees for Columbus Academy in Gahanna, Ohio.

 

Simon has been with American General for 31 years. He currently manages the company’s Customer Feedback Program and is also responsible for the BPO Program Office, the Consulting Management and Development Group, the Specialty Services Group and the 900 person Operations Group in the Philippines.

During his career, Simon has managed all aspects of Life Insurance Operations for multiple American General Businesses. Simon started the Customer Feedback Program at American General in 2007 and has expanded the focus across end consumers and distributors of the company’s products. To date the program has more than 150k responses from customers and has been a catalyst for process improvement and key enhancements to the customer experience across multiple American General Businesses.  

Simon holds a Bachelor of Science degree from Stephen F. Austin University. He is married with two children and resides in Sugar Land, Texas.

 

Mr. Menyhart is the Strategy Director for the Commercial line of business.  His responsibilities include management of the commercial bank’s three year strategic plan, the industry vertical P&L (i.e. healthcare), the sales resource center and the wholesale service model.
 
Mr. Menyhart joined Fifth Third in 2006 as the director of customer experience and later became one of the founding members of the bank’s strategic planning group.  

Previous to Fifth Third he served as a senior executive in the financial services and capital markets practice with Accenture, based in Chicago. 

Mr. Menyhart is an alum of Miami University (Oxford, Ohio) and the Harvard Business School. 

Mr. Menyhart serves on the board of trustees at the Art Academy of Cincinnati and is a member of the Convergys Corporation advisory board.

 

I've been in retail banking for over 25 years, primarily in leadership roles. The past 10 years I've led a regional contact center that resolves approximately 3 million calls by over 200 colleagues that I am responsible for. Being in a fast pace, multi-scheduled, contact center it is imperative that the hearts and minds of my colleagues are in the moment with the customer. I am intrigued by the entire employee engagement concept and am convinced that higher production along with outstanding results are only achieved through their commitment. Identifying and maintaining that commitment has been my passion.

 

Troy Mills is the leader for Walgreens Customer Care Operations. In his role, he is accountable for the strategic direction as well as the service delivery for customer care across the business. Walgreens services over 1 Billion calls annually across its 7800 stores and 25 contact centers. In his role since early 2011, Troy is charged with leading the Customer Care Transformation, which supports the company’s goals to be the leading Health and Wellness Company in the country. He reports directly to the CIO as well as the Chief Customer Experience Officer and is based at the Walgreens corporate office in Deerfield IL. 

Prior to joining Walgreens, Troy was Vice President of Operations, Quality and India Benefits Services for Hewitt Associates. He was accountable for leading the 6100 person Shared Services organization for the Benefit Outsourcing division as well as leading both the LEAN Quality Office and the Benefits Outsourcing Business Transformation Program. Troy has over 22 years of experience in Operations, IT and Quality, the vast majority of it spent with General Electric where his last role was V.P. - Global Operations & Collections Leader for the consumer banking division GE Money.  

Troy graduated from the University of Connecticut in 1990 with a degree in Organizational Communication. He is also a certified Six Sigma Master Black Belt and was a graduate of GE’s prestigious Management Development Program as well as Executive Leadership Development Program. 

 

Dave Newberry is currently the head of Customer Experience Management & Strategy for The Hartford’s Enterprise Operations. His responsibilities include Customer Experience, Learning Solutions, Quality Operations, Knowledge Management Solutions, Customer Analytics, Contact Center Tools and Coaching. Before joining The Hartford, Dave spent 25 years with Bank of America and its various consumer and wealth management organizations. He was part of the founding team that designed, implemented and managed a premium, centralized contact and fulfillment center for high net worth customers, bankers and brokers starting in the early 1990’s. 

Dave has spent the majority of his career leading teams in the financial services sector. His recent leadership responsibilities include Customer Experience Strategy and leading large scale operations in support of insurance, banking and brokerage customers.  

Dave has maintained securities licenses as a financial and private banking advisor. He is certified in residential, consumer and commercial lending. He is also a certified Six Sigma Black Belt and LEAN champion. Dave earned his Bachelor’s of Science in Business Management in his home town of Phoenix, Arizona.

 

Laurie has 28 years of insurance industry experience and is currently the Senior Vice President of Operations for Tower Group Companies, a provider of property casualty insurance products and services. She is responsible for service delivery including aspects of personal lines and commercial small business underwriting, billing and collections, premium audit, statistical reporting and technology user acceptance testing. She has extensive experience in acquisition integration and off-shoring of back office processes. Prior to joining Tower Group in 2003 she was Regional Operations Director of the Northeast for Kemper Insurance. Before Kemper, Laurie held management positions at Highlands Insurance Group, Inc. from 1996 until 2002, where she held the positions of Vice President, Claim Field Operations, and Vice President, Underwriting and Operations, responsible for a commercial small business service center. She began her insurance career with Aetna Life and Casualty and is a graduate of the University of Pittsburgh with a B.A. in Economics.

 

Vicky Rey, a 31 year veteran of Carnival Cruise Lines, is responsible for overseeing the wide-ranging guest services and administrative functions of the line’s contact centers, with a strong focus on achieving customer satisfaction and revenue maximization. Within her portfolio of responsibilities, Vicky also oversees the training and quality assurance teams. One of her primary responsibilities is to establish a high performance culture that is employee and customer focused and aligned with Carnival’s brand promise. 

Vicky also heads up Carnival’s award winning CareTeam, comprised of 1,200 shore side and shipboard company volunteers who provide compassionate care and logistical support to guests and employees who find themselves facing a crisis situation while vacationing or working for the line. This team, which has received formal training ranging from large guest displacement incidents to the grief and trauma resulting from a more devastating event, was formed in 1999 and is deployed to different homeports and ports of call to assist guests in various situations, primarily medical and bereavement emergencies. 

She is also Carnival’s representative to Cruise Lines International Association’s Guest Care Committee for the establishment of guest care best practices and serves on the South Florida chapter of SOCAP.

Rey graduated cum laude from the University of Miami where she earned a bachelor’s degree in communications and holds a Certified Travel Counselor designation. 

She resides in Miami Lakes, Fla. with her three children.