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.
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
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.
Lean Six Sigma Black Belt
Director of Continuous
The Nair Consulting Group, Toronto, Canada
Personal Motto: "Preserving the present is living in the
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
...Nigel Robertson, Vice-President, Business Development Bank of
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
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
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
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 Consulting
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
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
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.
She is a consultant,
a public speaker and the author of three books,
“Winning At Customer
Retention, 101 Ways to Keep ‘em Happy, Keep ‘em Loyal
and Keep ‘em Coming Back,”
Loyalty- 21 Essential Elements in Action”
and “54 Ways to
Stay Positive in a Changing, Challenging and Sometimes Negative
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.
You can find her at www.ReturnOnHappiness.com
and Read her blogs at
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.
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!”
is the Co-Founder of the consulting firm Optimiize. She has over
13 years experience as a Workforce Manager/ Operations Manager.
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
She implemented call
center start up and redesign for several companies which also
encompassed Call Centre Management principles,
She managed several Workforce Management departments in different
environments; from stand alone call centres to multi-site virtual
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 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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