The QATC Board of Advisors provides leadership for QATC and directs many of its activities. The Board is composed of recognized call center leaders and industry experts.
Barb Bleiler’ s role at WPS Health Solutions is that of a Solution Deployment Leader. She is responsible for coordinating between the quality and business units to address performance metrics, quality performance and feedback while creating and conducting the training of the quality management system and the applicable forms that will convey the results. She is an active cheerleader supporting the growth of individuals both personally and professionally. Barb’s background includes working in multiple different back office departments, customer service and training.
Pam Bode is the Customer Service Quality Manager for Blue Cross Blue Shield of Michigan. She has over 17 years’ experience in training, quality and continuous improvement. Her diverse responsibilities have included management and facilitation of training and quality, development of curriculums, documentation and implementation of strategies to streamline processes and procedures within multiple organizations. Pam has proven experience in envisioning, planning and executing division wide implementations, along with determining and employing best practices across multiple lines of business.
Angela Crozier -- MPHI
Hope Gay -- Sentry Insurance
Hope Gay has been in the Insurance industry for 30 years with 25 of these years working in the call center environment. Hope has been employed with Sentry Insurance for 20 years. Hope recently transitioned into the role of Customer Delivery Manager for Sentry Insurance Consumer Products for Specialty Auto and Cycle. She is responsible for developing quality and training programs to align with enterprise customer experience expectations for both Specialty Auto and Cycle across Sentry’s US call centers and operational teams. Sentry’s customer base has a high Hispanic population therefore, Hope’s has developed quality and training programs supporting bilingual associates for Sentry. Additional responsibilities include collaboration with call center supervisors on trend awareness and creating action plans to address customer pain points. Hope has been a member of the QATC board since ?????? and enjoys networking with everyone that she has met through the call center community.
Todd Gladden -- PlanMen
As VP – US Operations for Planmen Consultancy, LLC, Todd specializes in the areas of Learning/Development, Workforce Management Operations and Contact Center Operational Process Consulting. With 40 years of experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning/development. Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process, human resource and training opportunities where significant productivity gains can be realized. He is a regular speaker at industry conferences, has published articles in trade journals and conducts seminars as an industry expert. He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for the International Society of Workforce Planning Professionals (SWPP) and The Quality Assurance and Training Connection (QATC).
Katia is an Operations Manager for Connexions Loyalty/Affinion Group. She has over twenty years' experience in call center management within the financial and travel industries. She specializes in the areas of performance and quality assurance management with a background in sales, debt management, learning facilitation, instructional design, customer experience, client relationship, coaching & development and process implementation. She's presently leading a role of supporting the management, training and deployment of a Global Coaching, Feedback and Quality Management program for all business units within Affinion Group. As an active member of the QATC Board of Advisors, Katia is committed to maximize every opportunity to make an impact by sharing best practices in all aspects of quality, learning and performance improvement.
Christine Gorder serves as a Business Implementation Consultant for Wells Fargo: Community Bank Centralized Supervision. Christine has been in the contact center industry for over 20 years. Her experience includes managing programs related to web development, quality assurance, learning facilitation, instructional design and speech analytics. Most recently she has worked as a Business Consultant focused on mitigating risk in the financial services industry through data analytics, process design, quality assurance, and centralized supervision.
Chaunte Johnson is Manager of Quality Assurance and Workforce Management for Cox Automotive Media. With over 15 years in contact center, Chaunte extends QA & WFM support across multiple departments within Cox. Prior to joining the Cox team in 2015, Chaunte held several positions related to contact center, specifically in the area of performance management. From Human Resources management at Orkin, Inc., to over 10 years in Learning Development, Chaunte is well rounded in contact center industry practices.
Marshall Lee -- Firstsource Solutions
With a background inclusive of training, workforce management, business process, and coaching, Marshall understands what it is like to work in each part of the WFO spectrum. He has worked in contact centers and back office support teams, across varied industries including telecommunications, tech support, insurance, HR support services, and healthcare services. Marshall has been a speaker and published contributor for ICMI, SWPP, QATC, and CRMXchange. He has previously supported contact centers ranging in size from 20-3000, serving at the Charitable Resource Foundation, Charter Communications, SHPS, Carewise Health and ADP. He is currently Global Director for WFM Payer, at Firstsource Solutions; he serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.
Tara Reinhart is a 14-year employee for Penske Truck Leasing, in Reading, Pa where she has been the Assistant Manager – Training & Quality Assurance in the National Contact Center for the last 8 years. She is responsible for managing call quality monitoring, coaching and training for almost 225 employees. Tara also ensures that associates have the tools, training, and coaching needed to provide legendary customer experiences and to be the best first impression of Penske.
Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices. Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, a professional member of the National Speakers Association and featured expert for the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets.
Erick Sawyer -- USAA
Erick Sawyer currently serves as a Director of P&C Quality Assurance at USAA, a Texas-based Fortune 500 diversified financial services group offering banking, investing, and insurance solutions for the military community. He has over 9 years of quality assurance and regulatory compliance experience as well as an operational management background in a call center environment. Erick leads Quality Assurance teams dispersed across the country providing quality and compliance oversight to effectively operationalize, monitor, and improve business processes as well as ensure adherence to regulatory requirements. He is currently pursing his Doctorate in Business Administration at the University of Incarnate Word in San Antonio, Texas.
Debbie Short currently works in the Cokesbury retail unit of the United Methodist Publishing House as Director of Staff Performance for the contact center and field sales team. Her support team is responsible for training, quality assurance, and staff development for 100 staff members. During her tenure of almost 15 years at Cokesbury, she brings 40 years of experience in customer service functions with 20 of those years involving work with or in contact centers. Her career also includes 10+ years of experience with workforce management from her work with TCS/Aspect. Debbie encourages her team to provide the same quality service for their internal customers as is provided for the company’s external customers.
Melissa Stump is a 19-year employee for Deloitte Services LLP, in Hermitage, TN where she has been the Manager of Service Quality and Service Readiness for over 9 years in their contact center. She is responsible for managing call quality monitoring, coaching and training for the contact center in the US and in India. Melissa is also responsible for the voice of the customer (VOC) surveys specific to the contact center. Aligning quality, training and the voice of the customer help the Deloitte contact center achieve distinctive service.
Penny Tootle is a Professional Consultant with Utilligent. After retiring from a successful career in Management with the largest water purveyor in Southern Nevada, she has moved on to help other utilities leverage technology and integrate business process for optimal service and bottom line results. Penny earned her Bachelor of Science in Business Administration, Master of Arts in Human Service Counseling from Liberty University, and Master of Arts in Leadership Studies through Luther Rice Seminary. She is an accomplished presenter, published author and devoted wife, mother and grandmother.