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 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.
Craig Brasington has been in the customer service industry for more than 20 years. During that time, he has worked for CNA Insurance, Dell and Deloitte Services LP. Craig has been an employee of Deloitte for 16 years. During his time at Deloitte, Craig implemented a quality evaluation and coaching program focused on continuous improvement. Currently, Craig is an employee of Deloitte Touche Tohmatsu Limited where he directs the design, development and implementation of the Deloitte Core Contact Center’s learning activities as the Service Readiness Program Lead.
Nate Brown is the Co-founder of CX Accelerator, a virtual community for experience professionals. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a Customer Experience program, to journey mapping, to building and managing a complex contact center, Nate is always learning new things and sharing with the community. Follow him on Twitter using handle @CustomerIsFirst or LinkedIn.
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 2008 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 international business consultant with over twenty years of experience in call center management within the financial, sales and travel industries. Throughout her career, she has specialized in the areas of performance management, coaching and development, learning facilitation, instructional design, customer experience, talent acquisition, client relationship, quality management and process implementation. Katia has worked with companies within the US, Philippines, Canada, South America and the Caribbean, across a number of industries and functional areas, helping clients worldwide solve some of their largest and most important challenges by providing professional advise and key expertise. As an active member of the QATC Board of Advisors, Katia is committed to welcome participants, share best practices and maximize every opportunity to make an impact within all her areas of knowledge.
Christine is an Executive Director of Business Risk & Controls in USAA’s Bank Omni-Channel. Her teams are responsible for coordination and implementation of first line of defense risk mitigation programs. This includes the continuous development and refinement of the Omni Quality Assurance framework, serving as the CoSA liaison, and partnering with Enterprise Risk Management COE on risk mitigation strategies and controls. Christine has been with USAA since November 2020. Christine has over 25 years of experience in the financial services industry. She holds a B.A. from South Dakota State University, is a 2014 graduate of the CBA Executive Banking School and has been a national board member of the Quality Assurance and Training Connection since 2007. Her previous experience includes 23 years with Wells Fargo leading a variety of programs and teams focused on learning & development, communications, web development, quality control, operational risk, reporting and analytics; all in a consumer bank environment.
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 -- TTEC
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, ADP, and FIrstsource Solutions. He is currently a Director of GWFM at TTEC; he serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.
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 -- AmTrust Financial Services, Inc.
Erick Sawyer currently serves as the Assistant Vice President and Head of Claims Quality, Compliance and Training at AmTrust Financial Services, Inc., a Fortune 500 commercial insurance carrier. He has over 10 years of direct quality assurance and regulatory oversight experience as well as an operational management background in a call center environment. In his current role, he leads teams responsible for measuring the overall organizational health of a dispersed claims department to include quality optimization, compliance oversight, and the learning and development program serving over 1,200 claim professionals. Prior to joining AmTrust, Erick was the Director of P&C Quality Management at USAA, a Fortune 100 diversified financial services group. Personally, he is pursuing his Doctorate in Business Administration at the University of Incarnate Word and resides in the Greater Atlanta area.
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.
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.