For the past 20+ years, Mike has helped clients maximize value from their technology investments. He has helped organizations improve across the “golden triangle” of people, process, and technology in many diverse industries, including credit unions, banking, healthcare, automotive, technology, consumer goods manufacturing, and government.
With consumer preference increasingly shifting to engage brands via digital channels, so is the expectation that those experiences be personal, valuable, and rewarding. Leveraging his experience to help clients design, implement and sustain digital experiences has become Mike’s focus.
Mike started his career in financial service operations and was initially trained in process improvement and IT project management while working for GE Capital Auto Financial Services. He later moved into the technology sector with FIS Global as a Product and Implementation Manager. His most rewarding engagements have always been those where his clients can improve both customer and agent experiences through the application of the latest technology advancements.
Dr. Milind Borkar
Dr. Milind Borkar is the Founder and CEO of Illuma, a CUSO specializing in real-time voice authentication and fraud prevention solutions for credit unions. Author of 14 technical publications and inventor of 21 patents, Dr. Borkar launched more than 50 hi-tech products during his career with Texas Instruments before becoming a FinTech founder. The company’s flagship Illuma Shield platform replaces traditional knowledge-based authentication with an effortless and secure voice biometric solution, delivering an elevated member experience, enhanced security, and improved operational efficiency. Illuma Shield is frequently showcased at Finovate events and has recently won awards from VentureTech, CreditUnions.com, and NACUSO.
As Managing Vice President, Justin oversees PSCU’s Contact Center operations. He joined PSCU in 2002, bringing 25 years of experience in the financial contact center space. Prior to PSCU, Justin held positions in Workforce Management and Quality Assurance for large financial Contact Centers. He holds a bachelors in business management.
Linda Cohen, known for being the “kindness catalyst” has been a professional speaker and consultant for more than a decade.
She works with businesses and associations on the ROI of Kindness. Her first book, 1,000 Mitzvahs: How Small Acts of Kindness Can Heal, Inspire and Change Your Life, was published by Seal Press. Her 2nd book, The Economy of Kindness: How Kindness Transforms Your Bottom Line, was published in October 2021. Cohen earned her BA from American Jewish University and an MA from Brandeis University. Cohen is a member of the National Speakers Association. She served as the president of the Oregon chapter from 2018 to 2019.
Originally from New England, Cohen lives in Oregon with her husband of 29 years. They have two spirited young adult children and have raised three Cavalier King Charles Spaniels. Cohen enjoys yoga and a good cup of Earl Grey Tea.
Rick DeLisi is a researcher/presenter who is best-known as the co-author of the best-selling business book, “The Effortless Experience”, and is now working on a new book to be called “Digital Customer Service” which he is co-authoring with Glia CEO Dan Michaeli.
Prior to joining Glia he spent 15 years with Gartner, specializing in Customer Experience, Customer Service and Communications. He was named a Gartner Fellow based on his research into the connection between employee effort and customer loyalty.
Past experiences also include stints in the airline and hospitality industries, as well as TV and radio broadcasting.
He has appeared at live events in over 25 countries and 100 cities, including New York, London, Paris, Amsterdam, Sydney, Johannesburg and (his guilty favorite) Las Vegas.
Candice Duncan, Manager of Client Services at Co-op Solutions
Candice joined Co-op Solutions in March 2006 as a Direct Services Specialist and now serves as Manager, Client Services for Co-op Contact Center. She conducts a variety of programs for Co-op Contact Center clients, including client interaction and coordination, interface support/configuration, lending-program support, client services audit management, and project/process management. Her career also includes work for Citi and The LoanLink Center.
Jack Lynch is the Chief Risk Officer and President for TriVerity.
Jack leads PSCU’s Fraud and Risk Management Operations area and is President of TriVerity, a PSCU company specializing in delinquency management. Jack has over 25 years of leadership experience delivering operational services, project management, client implementations, process re-engineering, account management, training and technology services.
Dennis travels across the US speaking at leadership summits, management training events, healthcare conferences. Many people already know him as “The Drama Free Guy” because he understands that if you eliminate unhealthy drama in the workplace, your teams will thrive and succeed.
Dennis is the author of The 8 Qualities of Drama Free Teams, The Power of Pursuit, Drama Free Teams in Healthcare, Drama Free Productivity, and Drama Free Relationships. In addition to being a keynote speaker and author, he is a leadership consultant who is passionate about helping leaders create high-trust, high-performance cultures.
As Director of Enterprise Sales, Matt Metzger provides leadership and vision for Glia’s growing investment in financial industry specific solutions. With more than two decades in Contact Center technology leadership, Matt brings a working history rich in customer engagement and general business experience. His intimate understanding of the constantly unfolding dynamics of member experience technology and strong customer orientation ideally positions him to lead the team envisioning and delivering Glia’s next generation of digital customer experience solutions.
Jay Minnucci of Service Agility will lead two workshop sessions during the Small Call Center Workshop directly following the National Credit Union Call Center Conference. Click here to learn more.
Jay Minnucci is the President and Founder of Service Agility, a consulting company dedicated to improving customer service and call center operations. In this role, he provides strategic and tactical guidance across all industries for enterprises that seek to optimize customer interactions. His client list ranges from small start-up operations to large Fortune 500 corporations, and he has completed assignments in call centers around the globe.
In addition to consulting work, Jay is on the editorial board and writes a monthly article for the Contact Center Pipeline. He has contributed to a variety of other journals, studies, and books, including the most recent edition of Call Center Management on Fast Forward. He has taught a number of classes on call center management and is a featured speaker at many industry conferences.
Before becoming a consultant, Jay spent 17 years running mission-critical award-winning call center operations.
Michelle Perez, Director of Product Management at Co-op Solutions
Michelle joined Co-op Solutions in June 2018 and serves as Director, Product Management for Co-op Contact Center. Michelle is an experienced director of global product management with a proven history of leading contact center product and servicing strategy. Her expertise includes product strategy development and driving product adoption through support of sales efforts and client education of new product offerings. Here career also including work for PayPal.
Dr. Brandi Stankovic
Dr. Brandi Stankovic is an organizational change expert, motivational speaker, artist, and mommy who inspires firms globally with her leadership, engagement, and award-winning education models. Dr. Stankovic is a trusted advisor and strategic planning facilitator who guides CEOs and Boards on risk appetite, organizational health, profitability, and growth. She is the COO of Advisory Solutions and Chief Strategy Officer at CU Solutions Group. Dr. Stankovic is the co-author of The Strategic MVP, a book of 52 growth and leadership tools, and the host of the energizing podcast, The Strategic Hotbox, designed to help executives reach their greatest potential. Dr. Stankovic is a director and co-founder of CU Pride, an industry organization serving LGBTQ+ community and allies. She also serves on the CMN Hospitals Credit Unions for Kids advisory group, HRD Network Board advisor, CUVM Board, and is a Development Educator CUDE and I-CUDE. Dr. Stankovic volunteers for World Young Credit Union Professionals and Global Women’s Leadership Network, World Council of Credit Unions, helping advance young executives and women in leadership across the globe. Dr. Stankovic received her Bachelors in Finance and Economics at the University of Nevada, MBA from the University of San Diego, and Doctorate of Education from Pepperdine University.
For the last 20 (some) years, John Watkinson has worked in a consultation role for contact centers with a strong in Workforce Engagement (WEM), including Workforce Management, Quality, Reporting, and Gamification. As we know, with software, anyone can tell you “what” button to push or “what” lever to pull. But John will talk about “how” specific configurations will impact your contact center. If there are multiple ways to get to an end result, John will walk thru those options to ensure the software is working properly for each business with its unique business rules. Prior to Avtex, John’s experience included selling and implementing WEM solutions. He has deployed over 500 customer sites.
Garon heads the Customer Success and Solutions Engineering department at Fonolo, where he believes strong technical acumen and empathy lead to the best customer experiences. His team helps shape all aspects of the customer journey, from pre-sales to implementation, to proactive support. Garon has over ten years of experience in the Toronto software startup scene and holds a Bachelor of Arts and Science in Computer Science and Biochemistry from the University of Toronto.
As Vonage Product Manager focusing on contact center, Martin Castro is an experienced communication and contact center technology leader with in-depth industry experience from the business user, systems integrator and service provider points of view. Martin possesses experience in consulting and managing large scale contact center migrations from too based contact center solutions in the cable/satellite television, financial services and logistics/transportation industries.
Srinivas led a digital strategy from scratch for a financial institution to scale it to several billion in assets. He also spent over a decade on Artificial Intelligence research during his Master’s degree and work at Microsoft. Decades of AI research & experience in leading digital strategies to scale financial institutions inspired Srinivas to start interface.ai with a mission of enabling financial wellness by leveraging AI.
Nic has spent the past decade of his career accelerating digital transformation and improving customer experience for companies such as JD Power and Procore in marketing analytics and revenue operations respectively. In his free time, he can be found surfing the beaches of Ventura county, rock climbing up in Ojai, and trail running the hills of Santa Barbara with his dog Millie.
Karan Kashyap, Posh’s CEO, began his journey at MIT where he met co-founder and CTO Matt McEachern. His education at MIT included undergraduate and graduate degrees focused on artificial intelligence, where he was named a Siebel Scholar for his research work in Conversational AI. While Karan was completing his graduate degree, he and Matt founded Posh to create a next-gen conversational AI platform. Posh now has more than 50 clients across the bank and credit union space with an ever-growing client base and employee roster. Outside of work, Karan has joyfully traveled across 20+ countries, plays a variety of sports including soccer, golf, and squash, and enjoys cooking. He lives in Cambridge, MA.
Kathy Sianis, Head of Client Strategy with Posh Technologies brings over 25 years financial services industry experience, holding key roles such as Chief Experience Officer and Vice President of Retail and Contact Center Operations. Kathy leverages her experience in helping potential and current clients with visualizing and designing a solution that solves for and supports the delivery of a greater more efficient experience. She has a passion for innovative thinking and helping others embrace the possible. Kathy lives in Florida with her husband and their pack of rescue dogs. In her spare time she loves saving more dogs, cultivating the fruit trees at their homestead, the beach, and spending time with family.
Charlie Goll is a Pre-Sales System Engineer at LinkLive. With over 20 years of experience in the communications and networking industries, he has been on the leading edge of the digital engagement transformation. Charlie has been developing and implementing LinkLive solutions for 15 years.
Amy is an RVP of Security and Fraud with Nuance who has expertise in consulting with credit unions on security, fraud prevention and improved authentication. Her primary role is to help organizations leverage voice biometrics to deliver outstanding experiences while simultaneously preventing losses and improving operational efficiency. Prior to joining Nuance, Amy spent a decade owning and operating an outsourced contact center, with a focus on sales and support services across a variety of industries.
Tom Farquhar is Vice President of Business Development with TeleVoice, a provider of omnichannel AI self-service solutions. He brings over 25 years financial services and contact center experience. Tom works with clients to learn their strategic vision to provide solutions tailored to their goals and improving member experiences. Prior to TeleVoice, Tom’s experience included implementing omnichannel contact center, IVR, quality assurance, workforce management and CRM integration solutions.
Mark Edelman has over 30 years of contact center and operations management experience in the financial services sector. His passion for customer service and proven track record working with start-up and service operations make him a highly sought-after expert. Mark has been a featured speaker at numerous call center conferences and works as a consultant to assess and improve credit union contact centers.
Logan’s career spans a decade, intertwining Corporate Media, Human Capital Management (HCM) and Workforce Management (WFM). With strategy as his “superpower”, he has a track record of establishing frameworks and processes to create sustainable, scalable business units across multiple organizations. Logan currently spearheads New Business and Partnership initiatives for the U.S. region at injixo WFM.
Bryan Watkinson has more than 15 year’s experience in investigations and risk architecture and currently oversees Risk Operations as AVP and BSA Officer for Affinity Federal Credit Union in Basking Ridge New Jersey. The Credit Union has 4 billion in assets and more than 20 branches across New Jersey, New York, and Connecticut. In his current role, Bryan oversees BSA and Fraud Operations, Physical Security, investigations and a growing ethics program. Bryan is a member of the Association of Certified Fraud Examiners as well as the Association of Certified Anti-Money Laundering Specialists. Bryan has worked previously with financial institutions in the United States, United Kingdom, Asia, and the Middle East.