ICCA-Speakers

Myra Golden runs Myra Golden Media, a customer service and public relations agency that specializes in strategic customer relations consulting designed and tailored for each client’s needs.

With more than 15 years of experience, Myra has developed a proven process that positions organizations to regain customer goodwill after even the worst has happened and to improve corporate reputations in the eyes of consumers through improved complaint response and more responsive customer service. Myra Golden Media specializes in a number of areas including customer recovery, customer loyalty, crisis management, call center training, and social media for customer service.

Myra’s customer recovery systems have been used for more than a decade in corporations throughout North America, Australia, Africa, and the Philippines helping organizations build a multi-faceted customer recovery strategy and create a true customer service culture. One of the leading experts on restoring customer confidence after service failures, Myra has designed programs to help companies keep customers, even after service failures occur. She has created customer recovery programs for such clients as Verizon Business, McDonald's, Coca-Cola, Scotts Miracle-Gro, National Car Rental, Michelin Tires, and Frito-Lay.

Considered one of the pioneers for leveraging social media for customer service, she has helped hundreds of companies design and launch a comprehensive social media strategy for listening to and getting involved in online conversations about their brand and protecting corporate reputations online. Her Tweeting for Customer Service video and her in-demand Keynote "Social Media is the New Customer Service" has inspired hundreds of companies to explore and launch social media customer service strategies in order to immediately respond to gripes about their brands online.

Myra's passion for customer service distinction stems from more than 15 years of serving customers directly, including her work as the Global Head of Consumer Affairs for an international car rental company where she and her team worked to regain customer goodwill after service mishaps and to maintain a positive public reputation with consumers. Her experience and training (she holds a Bachelor of Arts in Psychology and a Master of Human Relations, both from the University of Oklahoma) has given her the unique ability to develop critically acclaimed systems for earning rock-solid customer loyalty and enhancing an organization's reputation with consumers bycreating a culture of creating warm experiences, developing an aggressive customer recovery strategy, and designing a social media strategy.

She is co-author of Beyond WOW, creator of 5 customer service eLearning suites that are used by corporations worldwide, and founder of CallCenterWebinars.com, an e-Learning company that provides customer service training for many of the nation's Fortune 500 companies. She is also an active customer service blogger with thousands of corporate subscribers.

Myra is known to "bring it" in her entertaining, highly interactive and memorable keynotes and training sessions. Whether Myra is presenting to an audience of thousands, training a few dozen, or broadcasting a live webinar on 4 continents, she never fails to WOW conference attendees and employees with her relentless preparation for the event, high energy, and relevant and fresh content.

Mohan N. Nair
MBA, Lean Six Sigma Black Belt
Director of Continuous Improvement
The Nair Consulting Group, Toronto, Canada
Personal Motto: "Preserving the present is living in the past."

As Director of Continuous Improvement, Mohan oversees Nair Consulting Group’s core operational functions, including workforce management training and implementing quality optimization strategies using cutting edge technology as a key lever in the new era of business. In this role he draws upon his 15-year track record in the contact center industry to drive continuous improvement projects across the organization using LEAN Six Sigma methodologies.

Prior to professional services consulting, Mohan was the Director of Customer Delight Programs for Lenovo Asia, an $8 billion multinational corporation. While there, Mohan was responsible for managing multiple contact centers in the ASEAN region. Before that leadership role, Mohan was VP of Operations for HSBC Global Resourcing in Asia.

He also held several senior management roles for Fortune 500 companies in North America. Mohan holds a MBA from the University of Southern Queensland, Australia and is a Certified Lean Six Sigma Black Belt. He is also a sought after speaker having presented at Frost and Sullivan Conferences and Leadership seminars delighting audiences with his unique insights on the hospitality and services industry.

Mike Aoki is the President of Reflective Keynotes Inc. (www.reflectivekeynotes.com), a training company that helps contact centers deal more effectively with irate callers and sell more effectively on inbound calls. A call center expert, Mike has been interviewed by the Customer Experience Radio Show, Contact Centre Pipeline magazine and the Globe and Mail. His background includes 20 years of call center, sales and management experience. So, Mike brings real-life examples to his training workshops, speeches and consulting work..

- Testimonials for Mike Aoki's Training:

" Mike has a deep understanding of the opportunities and constraints that exist in delivering training for results in a call center environment. I knew Mike as an inspiring leader, facilitator and business partner who is passionate about the work he does (it shows) and focused on bottom line results."

...Kim Katz, Director, Client Care, Telus Mobility

" Mike is a great keynote speaker and a fantastic trainer. I've seen him in action in person and can promise you that he knows what he is doing. The bank I work for hired him after we'd heard good things about him and he made a keynote address to our entire Ontario management team."

...Nigel Robertson, Vice-President, Business Development Bank of Canada

Mike Aoki delivered an insightful and first rate webinar titled "How to Introduce Sales into a Customer Service Call Center" on Feb. 9, 2010, which was full of valuable, useful information. His webinar was very well received by National members of CIM, CICAM, & Guild of ICIA. Mike continues to be a terrific keynote speaker that always pleases his audience."

...Phil Russo, President, Canadian Institute of Management, Toronto Branch

ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management. Over the last nearly 25 years, she has provided needs analyses, instructional design, andcustomized, live customer service skills trainings as well as executive/leadership coaching. Also offered is agent and facilitator university certification through Purdue University’s Center for Customer Driven Quality.

Known as 'the practical champion of the human,' she authors 7 best sellers “Wake Up Your Call Center: Humanize Your Interaction Hub,” 4th ed, “Customer Service and the Human Experience,” “Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck (includes 32-card deck of cards)—motivational and inspirational readings, How to Kick Your Customer Service Up A Notch: 101 Insider Tips, How to Kick Your Customer Service Up A Notch: ANOTHER 101 Insider Tips, The Expert’s Guide to Customer Service, and hot off the press The Expert’s Guide to Customer Service Volume II(www.championforthehuman.com) as well as her popular complimentary ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch (www.HumanTechTips.com)!

Rosanne is also a Certified Call Center Benchmarking Auditor through Purdue University's Center for Customer Driven Quality. This certification training focuses on the access and use of key performance data to help better understand benchmarking results so as to advise on practical solutions for improvement.

For 10 years prior to starting her own organization, Rosanne had responsibility for marketing, budgeting, promoting and ultimately producing domestic and international computerized trade shows in the US, London, Belgium, and Frankfurt. She inaugurated,created, trained and directed a telemarketing on-site staff and was one of the first 150 people to attain CMP (Certified Meeting Professional) certification in 1987.

She is a columnist for TMCnet.com, Ask the Expert at supportindustry.com, and The National Networker. She represents the human element on the Advisory Board of an Italian software company, authors numerous articles for industry newsletters, and is a much sought after dynamic, vibrant, internationally prominent keynote speaker.

Bill Rose is an independent consultant since leaving his position as the Technology Services Industry Association (TSIA)’s vice president of services research and the chairperson of TSIA’s Support Services Advisory Board.

For almost two decades, Bill has served as an energetic and articulate advocate for the service and support industry. The founder of the Service and Support Professionals Association (SSPA) in 1989 and its chief executive for 15 years, Bill has over the last decade emerged as a global expert on best practices within the industry, and as a leading authority on ways to heighten efficiencies while at the same time building customer loyalty. Perhaps more than any other single individual, Bill is responsible for service and support becoming a highly valued, mission-critical department within the structure of Global 2000 enterprises.

Bill spent the first 20 years of his career in the technology services business with IBM, Morino & Assoc., Candle Corp, and Hitachi Data Systems. During this time, he held every position from HDW/SFW technician to VP of Global Services.

Bill is also a widely acclaimed international speaker, and has authored a number of influential guides, including Managing Software Support, Automating Your Support Center, and Taking Charge of Your Support Center, in addition to hundreds of industry

Errol Allen has over 25 years of experience in the customer service industry including 13 years in a management role. Errol has experience in implementing customer service strategies across multiple industries. His hands- on knowledge of interacting with customers whether in person or over the phone makes him an asset to any client seeking to increase customer satisfaction levels. Having held positions as an Internal Consultant, Call Center Quality Manager and Operations Analyst, Errol understands the need for a "systems" orientation to providing excellent customer service.

He is experienced in facilitating interdepartmental process improvement projects to insure efficient service delivery to both internal and external customers. Errol has also designed training programs for the "front line" associate to insure employee confidence when interacting with customers. As he loves to teach and provide information, Errol conducts customer service workshops and publishes a free online newsletter entitled "Now That's Customer Service", which provides customer service tips and experiences for businesses seeking to provide great customer service.

He is also currently in the beginning stages of authoring a customer service book and was recently accepted as an instructor with the University of Houston Small Business Development Center. Errol is a member of the American Society of Quality which promotes the practical application of quality knowledge across multiple industries. He resides in Houston, Tx with his wife Theresa and their toy poodle Lexus.

Founder and Chief Vision Officer of PowerHouse Consulting, Kathleen Peterson is an acclaimed Contact Center consultant and recognized industry visionary. Kathleen offers a refreshing and sometimes challenging philosophy to positioning the Contact Center as the true lifeline of the enterprise - believing that vision, brand, leadership, and execution combine to deliver a powerful customer experience. With more than 20 years experience she has emerged as one of the most sought-after experts and consulting partner in the field of customer experience working with the world’s top customer-focused companies.

Kathleen is the author of many stirring articles and is published widely in the most prestigious industry journals in the U.S. and abroad. As a featured speaker at conferences and Fortune 500 companies, she has shared her humor, knowledge, and experience across four continents, including Contact Center conference keynotes in the United States, London, Paris, Turkey, Dubai, and Hong Kong. Kathleen also served as Conference Chair for the North American Conference on Customer Service Management. She is a member of the National Speaker’s Association. Kathleen served for seven years as a Certified Associate of Incoming Calls Management Institute (ICMI) and is an active member of the Society of Telecommunications Consultants (STC).

JoAnna Brandi

JoAnna Brandi has spent the last 21 years helping companies become more profitable by creating happier customers and happier employees.

She teaches "The Art and Science of Exquisite Customer CARE." She’s President of JoAnna Brandi & Company and Publisher of The Customer Care Coach® and Monday Morning Motivation.

“Winning At Customer Retention, 101 Ways to Keep ‘em Happy, Keep ‘em Loyal and Keep ‘em Coming Back,”

and “54 Ways to Stay Positive in a Changing, Challenging and Sometimes Negative World.”

She is a graduate of Dr. Martin Seligman’s Authentic Happiness Coaching program – one of only 1000 coaches trained worldwide, and is part of the Founders Group of the Positive Workplace International. She brings the tools of Applied Positive Psychology into the workplace to connect positivity to profitability.

Carol-Ann Hamilton is the President of Changing Leadership, a Canadian coaching, consulting and facilitation organization. Prior to establishing her own company, Ms. Hamilton gained 25 years’ experience as an Organizational Development specialist in a variety of Fortune 500, entrepreneurial and consulting settings.

Organizations with such diverse backgrounds as insurance, banking, government and non-profit now draw upon her expertise in the areas of leadership and employee development, performance coaching, cultural transformation, team building, conflict resolution and implementation of leading-edge people practices. Amongst her many contributions, clients consistently report: improved leadership bench strength through skills development, increased productivity due to collaboration, impressive retention rates from successful new hire integration, and high employee satisfaction, even in consolidation and severance situations.

As a result, Carol-Ann has earned a reputation as an exceptional communicator, leader and coach who inspires and grows individuals plus teams to business and personal success. She regularly receives strong performance feedback on her coaching approach to facilitation, being particularly known for her talent to create safety while challenging participants to grow to their full potential. As one of her clients aptly summarizes: “I can honestly say that our sessions made a palpable difference to our people, to our company and to me personally. Thank you for your professionalism and dedication.”

Ms. Hamilton holds a B.A. and B. Ed. from the University of Toronto and is a certified master trainer of numerous marketplace programs. An active member at both local and national levels, she is a familiar presenter at the International Association of Facilitators and International Coach Federation Conferences in the U.S. and Canada. She also feels honoured to have facilitated retreats for such organizations as the Cambridge Association for the Mentally Handicapped and the Center for Spirituality at Work in Toronto, Canada.

Co-author of The A to Z Guide to Soul Inspiring Leadership (Epic Press: November 2003), she draws from her experiences in creating high performance workplaces and successful leaders – thus taking a traditional inspirational leadership message into the real world of actual workplaces with proven ideas that accomplish results. Readers find it a practical, how-to book full of wisdom that can be immediately applied.

Carol-Ann’s vision for corporate life is: “Transforming the workplace by inspiring leaders to inspire results”. She lives for the day when leaders will encourage people to bring their whole selves to work. Her hope for humanity is to make a difference, one person at a time, so that everyone is enthused to live with meaning and fulfillment. Her personal motto says it all: “Encouraging Your Greatness!”

Marsha Bryce

Marsha is the Co-Founder of the consulting firm Optimiize. She has over 13 years experience as a Workforce Manager/ Operations Manager.

Her responsibilities range from managing a Workforce Management department and the implementation of Workforce Management solutions through analyzing, designing and project management.

Marsha has extensive experience delivering process improvements for call center optimization and opportunity gains in business processes.

She implemented call center start up and redesign for several companies which also encompassed Call Centre Management principles, policies and training.

She managed several Workforce Management departments in different environments; from stand alone call centres to multi-site virtual contact centres.

She has designed mentorship programs and training curriculum for Workforce Management professionals.

Marsha's High level profile projects include:

-Disaster Recovery Plan
-Business Continuity Plan
-Call Flow Redesign
-Implementation of Workforce Management
-Implementation of Lean Business strategy

Terry Marsh

Terry has been involved with the sales and services industry for the past 15 years with cutting edge and innovative companies like Whirlpool Canada, The Canadian Automobile Association (CAA) and the Canadian Imperial Bank of Commerce (CIBC).

He was most recently the Regional Supervisor for Insurance Services at CAA, and lead the Customer Relations team at Whirlpool Canada.

Terry is a graduate of the Call Centre Management program at Centennial College and is passionate about building strong corporate cultures within contact centers and using human capital as the key component to overcoming challenges in fast-paced workplaces.



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