EXECS IN THE KNOW - Key Persons
Job Titles:
- Chief Customer Contact Officer SmileDirectClub
- SmileDirectClub 's Chief Customer Contact Officer
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- Co - Founder and CEO of Global Telesourcing
Bill Colton is the Co-Founder and CEO of Global Telesourcing, a premium provider of digital and voice customer experience and sales solutions for some of the largest and most recognizable brands in the US. Using native-speaking English agents who spent their formative years living in the US, their workforce is as bi-cultural as they are bi-lingual. Global Telesourcing serves clients from centers in both Monterrey and Leon, Mexico, as well as work-from-home.
Job Titles:
- Vice President, Reservations and Service Recovery American Airlines
Job Titles:
- Vice President of Customer Service Michael Kors
Ebrahim Hyder is an accomplished, award-winning professional with over +25 years of local and international experience in contact centers, customer service, strategic planning, and change management. He's a results-driven leader with proven success working in both start-up and large global organizations. Ebrahim is energetic, bold, innovative, and believes in always putting the customer first. He serves on the Execs In The Know Corporate Advisory Board and is committed to providing CX leaders with meaningful research and insights, while simultaneously advancing the conversation on all facets of the customer experience.
Job Titles:
- Vice President, US Care Support Operations, GoDaddy
Jack Meek currently leads customer care operations at GoDaddy, the world's largest services platform for entrepreneurs around the globe. GoDaddy's mission is to empower their worldwide community of 20+ million customers - and entrepreneurs everywhere - by giving them all the help and tools they need to grow online. With 21M+ customers worldwide and 84M+ domain names under management, GoDaddy is the place folks come to name their idea, create a compelling brand and a great looking website, attract customers with digital and social marketing, and manage their work. Jack is responsible for developing and executing the future global care strategy that will continue to differentiate GoDaddy as the advocate of small business success throughout the world.
Jack is an influential change leader who has a passion for technology, innovation, and seeing people succeed. His foundational expertise and passion for building a solid employee and customer centric culture started at MCI where he was repeatedly recognized for record-breaking performance & leadership achievements. He then went on to help build and consolidate large-scale customer service and sales organizations at in the Telecom and Retail Energy space. Jack has successfully transformed and maintained customer operations and sales organizations of all sizes and across many different industries. He spent several years as a senior leader in the Business Process Outsourcing (BPO) industry helping multiple clients such as Verizon, Sony, and T-Mobile achieve their customer outcome goals.
Job Titles:
- Executive Vice President, Member Experience Transformation State Employees' Credit Union
Job Titles:
- Vice President and General Manager Customer Care, SiriusXM
Jeff is a passionate advocate for Customers and designing frictionless experiences for them. He began his career in Marketing in 1991, as a call center agent, while attending the University of Wisconsin, Madison and studying Communication Theory and Research. The first eight years of his career included multiple call center operational roles. Following his first eight years in operations, Jeff spent 10 years in the Omnicom family in both the US and the UK/Europe with multi-channel responsibility for Client Services and Program Strategy in a variety of verticals including Telecom, Energy, Media and Non-Profit. He currently serves as the VP and GM of Listener Care for SiriusXM with responsibility for all live customer interactions. His scope includes partnerships with 16 BPOs, in nine geographies, representing more than 60 support center locations.
Job Titles:
- Director, Target.Com Guest Services & GiftCard Operations Target
- Director, Target.Com Target
Job Titles:
- Vice President of Customer CARE & Fraud Nordstrom
Job Titles:
- Vice President, Customer Care FTD
Job Titles:
- Senior Vice President of Customer Service Travelzoo
Job Titles:
- Vice President of Customer Service Michael Kors
Job Titles:
- SVP, Customer Experience Hilton
Job Titles:
- Senior Director, Customer Care & Operations the Home Depot
Job Titles:
- Chief Experience Officer GoodLeap
Job Titles:
- Worldwide Support Leader for Modern Life and Business Programs Microsoft
Peter Mallot joined Microsoft in 1997 and is the Worldwide Support Leader for Modern Life Products for the Customer Service and Support organization under the Modern Life, Gaming and Customer Service (MLGCS) team, a group of 300+ Microsoft employees and over 9,500+ Delivery Partners Advocates spanning 40 sites around the world. He is in the consumer sector supporting Windows, Office, Skype, Teams, OneDrive as well as Business Programs including Enterprise - SMB Licensing, Developer, Learning and Certification Programs. Peter is a change agent who excels at integrating people, business processes, and technology to deliver high impact results servicing millions of customers around the world.
Job Titles:
- Vice President of Operation Services, Support, and Stores Nintendo of America
Job Titles:
- Vice President, GTech Users & Product Operations Google