Leadership North American Customer Service Management Association
North American President
Steven’s 25 years of leadership is reflected in a comprehensive understanding of Contact Center functions including Work Force Management, Global Site Management, Account Management, Billing Services, Client Retention, and Sales Support. My leadership in domestic and international (Verizon International) sites increased productivity and quality through streamlined processes and procedures.
Corey is a thought leader and innovator specializing in employee inspiration, employee engagement, employee innovation, and professional development in the areas of leadership, communication, innovation, motivation, and learning.
James Montoya provides leadership at the City of Phoenix as a Workforce Project Manager. His team provides guidance and support for the Advanced Business Services Sector Partnership. Created and designed the City of Phoenix Community and Economic Development Department, his team provides the Monthly Labor Market Information Report and Quarterly Industry Labor Market Information Report.
Serving the community via Boys and Girls Club, Josh provides strong community resource support.
Respected business development executive with 15+ years in Higher Education. Accomplished in process improvement, implementing comprehensive solutions focused primarily on customer service and satisfaction for turnaround and high-growth organizations through effective leadership, strong entrepreneurial acumen and strategic growth mindset.
Serving your internal and external customers should be at the forefront of your priorities for success. Cynthia manages two educations divisions, adults and youth. Her organization supports training for youth organizations to assist in workforce entry or corporate training for existing employees.
18+ years of professional experience in Supply Chain, Materials, Business Management, Logistics, and Corporate Finance Specialties: SCM, Materials Management, Procurement, Data, Financial, and Statistical Analysis
Jim has been in the call center world for almost 20 years. Whether working with small business or Fortune 250 companies, the common denominator has always been that our people are always our greatest asset. Coaching, training, appreciation, and team building are the hallmarks for creating success.
Jim’s experience spans from the floral industry, banking, insurance, and pharmacy retail chains to rent-to-own businesses, franchises, telecommunications, and government. Creating strong partnerships and promoting cooperation, inspire exceptional performance that leads to delivering world class customer service.
Solving problems and helping develop others to reach their full potential are two things that I love to do. With the privilege of having over 20 years of experience doing both with Fortune 100 organizations, and within my own business, I bring with me a proven track record of developing high performing teams and resolving the most complex issues facing my customers and fellow team members.
Jeff represents corporate clients on a local and national basis, managing their real estate requirements and lease negotiations. He specializes in negotiating multiple leases across the country for various clients in office, industrial, medical, and retail space. Over the last four years alone, Jeff has successfully completed lease transactions totaling over 5 million square feet of space, resulting in value-added savings of over $15 million for his clients.
Intensely focused, high-energy executive who is devoted to my customers’ best interests. Through a best-of-breed suite of IT services, I can offer a Value Proposition uniquely crafted to meet your demands and your budget. I pride myself on educating my valued clients in language they can understand, but also marshaling the talents of all levels of technical expertise.
President of Craig Enterprises, Inc. DBA CommGap and Managing Director at Global 1 Voice. Lelani Craig is an accomplished linguist who turned her skills into a thriving business.
In addition, Mrs. Craig has created a unique language assessment tool which is used by Global 1 Voice. Global 1 Voice offers language testing and training as well as medical interpreter training. Global 1 Voice is Bridging the Gap certified. G1V also offers a full lineup of Continuing Education classes for medical interpreters.
Eastern Region President
Tom Rocca is a strategic, hands-on product recall & crisis management executive, focusing on a multi-channel approach to support in consumer recalls. A focus on minimizing risk for Fortune 500 clients, through creative insurance support through the top global insurers and brokers.