The mission of the CCW Digital Advisory Board is to provide input, guidance, support and advocacy for CCW Digital as we continue to connect global call center professionals in their pursuit of greater satisfaction and more efficient customer service operations through our industry leading events, online portals, and various thought leadership outlets. The Advisory Board acts as a conduit for information from a cross section of industries and various sized contact centers. The Advisory Board shall serve in an advisory capacity to CCW Digital Management regarding the strategic positioning of its brand, marketing and communications, editorial content, and expert participation and contribution.
About our Advisors
Advisory Board Chairperson
Becky Ploeger is the Vice President of Digital Commerce Customer Care at Kohl’s Department Stores, overseeing customer service and sales contacts via phone, email and chat for all digital channels including Kohls.com, mobile, tablet, Yes2You loyalty program and our digital in-store experiences. She is a passionate leader, providing strategic execution of organization-wide initiatives that enhance productivity, quality, customer service, technology and bottom-line financial performance. Her impressive record and repeated success delivering transformational change through innovative hands-on operational leadership, relationship building and project management has led to millions of dollars in revenue generation and expense reduction.
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Becky’s tenure with Kohl's started nearly eight years ago as a Senior IT Strategic Account Manager supporting the Multi-Channel business technology initiatives, then shifting to Director of Credit & Contact Center Technology and Workforce Management Operations before assuming her current responsibilities.
Prior to working for Kohl's, Becky worked at Lands’ End in a variety of leadership positions supporting the International Offices, Contact Centers, Distribution Centers, B2B, and Catalog Creative business areas.
She lives in Milwaukee, Wisconsin with her husband and four children, and holds a BBA in Information Systems and Management from the University of Cincinnati.
Janet Solomon is the Head of SunTrust Client Contact Center. Janet began her career at SunTrust in 2011 after holding leadership and consulting positions at Wachovia (now Wells Fargo) and KPMG.
In addition to Janet’s 30-year financial industry background, her focus on improving the client experience, teammate development, and process efficiency provide a model for her leadership team, as well as the entire Client Contact Center team.
The Client Contact Center provides more than 16 million touch points each year to clients within the Branch HelpLine, Business Care, Card Services (Commercial and Consumer), Client First Solutions, Consumer Care, E-mail, Fraud Prevention and Claims, Investment Care, Loan Servicing, Mortgage, Private Wealth, Social Media and Teller Connect departments.
A native of North Carolina, Janet holds a bachelor’s degree from the University of Tennessee and a master’s in Business Administration from Nova Southeastern University.
Company: Electronic Arts (EA)
John has been with Electronic Arts (EA) since January of 2016. Prior to joining EA John was with Sears Holdings as Divisional Vice President of eCommerce Customer Operations, and prior to that he spent more than 14 years at Microsoft where he held several leadership roles including Sr. Director Global Customer Operations and Sr. Director EMEA Consumer and Skype Global Support.
In his current role, John is responsible for operational strategy, planning and implementation of technical support and customer service in support of EA customers worldwide. Support is delivered online, through Social Media and contact centers across EA's suite of games. EA has two captive sites in Austin, Tx and Galway, Ireland, six outsourced sites and supports customers in 19 languages.
John received his Bachelor’s Degree in Education from the University of Nevada-Las Vegas, and was a Distinguished Graduate from the US Air Force Leadership School.
John lives in Austin, Tx with his wife Lorrie and enjoys traveling, cycling, and anything involving water in the hot summer months.
Company: Wells Fargo Bank, NA
National Client Service Manager, Heather Magaha, oversees Dedicated Client Services which provides portfolio based service for Treasury Management clients. She supports 7 service sites coast to coast. Through innovative and customized delivery, Dedicated Client Services has been recognized as an industry leader in customer service. Heather is a member of the Treasury Management Operating Committee.
Previously, Heather led the National Service Group, servicing clients through 1-800-AT-WELLS. Heather also spent time directing domestic and international sites for Technical Consulting Services, leading Implementations, and serving in sales as a Small Business Banker. Heather held various project and leadership roles in Investment Operations after completing the management training program which began her career with the bank.
In 2016 Heather was a bronze Stevie Awards winner for “Mentor of the Year”, honored as “Woman of the Year” by the Stevies in 2015, and was ICMI’s “Best Contact Center Leader of the Year” in 2014. Heather earned her M.B.A. from Wake Forest University and completed her B.S. in Business Administration as a Presidential Scholar at High Point University.
Company: Carlson Wagonlit Travel
Bob Azman, Vice President, Traveler Services, Americas and Global is responsible for all customer and technical service operations in Canada, the United States and Latin America as well as global sites located in Poland, Manila and Costa Rica. In this role, Bob is transforming the customer experience for clients and travelers of Carlson Wagonlit Travel. Prior to joining CWT, Bob was Chief Experience Officer, at Avtex Consulting Solutions, LLC. In that role, he consulted with companies in a variety of industries on developing and implementing strategies to improve their overall customer experience and service operations. Twenty of his thirty five years in business are in service operations leadership roles that have prepared him well for his role at CWT. As a thought leader, practitioner and business partner in customer experience design and execution, he provides a unique perspective on creating companies that are easy to do business with. Bob also brings a wealth of diverse, general operations and business background as an executive at large corporations such as Thomson Reuters, Ceridian and Deluxe Corporation. He has managed global customer service and technical support organizations as well as software implementation and training and development functions in the US, the Philippines, India, South America, Australia, Japan and Europe. Bob earned both his MBA and bachelor’s degrees from the University of St. Thomas in St. Paul, MN. He is Vice-Chairperson of the Customer Experience Professional Association national board as well as a Certified Customer Experience Professional. He is an Adjunct Professor in the University Of Minnesota Carlson School Of Management’s Supply Chain and Operations Management department teaching Global and Service Operations Strategy and Management at the undergraduate and MBA levels. He is also a guest lecturer in the MBA program at the University Of St. Thomas Opus School Of Business. He is a frequent speaker on the subject of developing effective customer experience and service strategies at industry forums and conferences where he receives top ratings on his interactive approach and unique ability to combine academic principles with real life experiences.Back to Top
Company: Citizens Bank
Cheryl China has oversight of 14 Contact Center Escalation Teams in Cranston, RI and Pittsburgh, PA leading a team of over 180 customer service professionals. Cheryl has 18 years of Banking/Contact Center Experience.Back to Top
Sarah Patterson is the SVP Service Cloud Product Marketing at Salesforce. Sarah is a newly appointed member of CCW's distinguished advisory board.Back to Top
Company: TELUS International
As Global Vice-President of Business Development at TELUS International, I am passionate about the power of a strong corporate culture and how it truly impacts frontline team members, drives employee engagement, and secures our ability to sustain the brand experiences of our customers in our outsourced operating model.
I joined TELUS International in early 2012, inspired by the company’s value proposition to enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. With over 20 years in the BPO and technology industries, I am committed to transforming the brand experiences for our clients; helping them exceed their customer experience and business goals whether through customer care, back-office support, or ITO engagements.
On a personal level, I am involved in various causes focused on creating community, connecting and engaging individuals, and sustaining good in the marketplace both locally and globally. I look forward to connecting and seeing how we can live your own brand promise in our centers. Learn more: https://telusinternational.com
Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought after speaker and thought-leader, the author of three best-selling books, and co-founder of the Customer Experience Professionals Association.Back to Top
Steve has over 15 years of executive experience in enterprise SaaS technology. He has a strong track record of developing and managing world-class, enterprise sales and business development organizations in high-growth environments. Prior to joining SmartAction, Steve held a number of high profile leadership positions within high-tech and customer experience organizations such as Empathica, Mindshare Technologies, and Dell Computers. He holds a Bachelor of Arts in Economics with a focus on strategy and change management from Wilfrid Laurier University.Back to Top
Docia Myer brings over 15 years of experience working in customer-facing leadership positions, including project, account, and customer experience management. In her current role, Myer shapes the go-to-market experience for the U.S. payments market by leading the Sales Organization. Myer is part of the executive leadership team at CPI.
Myer is an accomplished public speaker, speaking throughout the US on customer experience topics. Myer’s educational background includes a bachelor’s degree in international business from Lake Erie College and a master’s degree in project management from Keller Graduate School. In 2016, she joined the CCIQ Advisory Board where she will provide insight and leadership to events like Call Center Week. She spends personal time helping her community by working with the Mountain Plains Minority Supplier Diversity Council and as Vice-Chairman of the Board for Adoption Options.
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.
Mary Beth Jenkins is the Senior Vice President and Chief Operating Officer for the UPMC Health Plan and Insurance Services Division. UPMC Health Plan provides health coverage and benefit management to more than 2.8 million customers. UPMC Health Plan is owned by the University of Pittsburgh Medical Center one of the nation’s leading integrated delivery systems.
Ms. Jenkins’ is responsible for the leadership and strategic direction of the operating units at UPMC Health Plan, including claims, customer service, enrollment, Ancillary Product and Third Party Administration, systems configuration, Business Development and Organizational Performance.
Ms. Jenkins has an MBA from Duquesne University, and a bachelor degree in Communication. She is a strong supporter of UPMC Health Plan’s process improvement efforts and has a Green Belt certification in Six Sigma. She sits on several nonprofit boards of directors and speaks nationally on service excellence and claims optimization.Back to Top
Ted leads North America Marketing for Genesys with over 10 years experience in the customer experience industry. Ted has led marketing for innovative startups that led to successful IPOs as well as large enterprise software companies. In addition to his CX experience, Ted has a background in Big Data, Telecommunications, and large scale computing systems. Ted is a graduate of the Ross School of Business at the University of Michigan with a finance and marketing background.Back to Top
Jennifer was born in Ohio, moved to Minnesota during childhood. She graduated with a BA from Gustavus Adolphus College in St. Peter, MN.
Jennifer’s first career job was with Macy’s – where she helped to open the Mall of America location. Though she moved from MN to Michigan and back, and held a few other jobs in finance and operations, the "retail bug" kept calling. She joined Dayton-Hudson Corporation, now Target Corporation, in 1996 as a Credit and Collections Supervisor. From this entry point she was promoted into leadership roles in credit, retail and service center operations.
In 2010, she was asked to build a team that would design the service center operation environment that would support the re-launch of Target.com. Jennifer currently leads the guest service teams for all Target digital, mobile and GiftCard programs.
When not at work, you can find Jennifer and Oliver, her husband of 20 years; on a lake, a hockey rink, ski hill or dance competition with their two children Emma and John.
When asked about her leadership style, she often shares a quote from Dwight D. Eisenhower. "A sense of humor is part of the art of leadership, of getting along with people, of getting things done."
Colleen Beers is Senior Vice President of Operations for Alorica, overseeing fourteen Alorica customer experience centers staffed by 12,000 team members in three countries, including the Philippines. She is responsible for developing world class customer engagement teams, innovating best practices that create amazingly great customer experiences, building strategic relationships with diverse clients in a variety of industries and driving growth and revenue for the company. Colleen joined Alorica in February of 2014 as Senior Vice President of Strategic Accounts, bringing to the company more than twenty five years of leadership and management experience in the customer engagement industry. She began her current role in May 2015.Back to Top