Customer Service and Support Professionals (CSSP) Board

The Customer Service and Support Professionals (CSSP)
Call Centers, Contact Centers, Help Desks, Service Desks and Service Portals

Sharing Ideas for Creating Customer Service Excellence in Contact Centers and Service Desks

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Seattle and Portland CSSP Board Members

The Customer Service and Support Professionals' Board (Seattle)

	Ivy Meadors President and Co-founder High Tech High Touch Solutions Speaker 425-398-9292 Ivy@hthts.com	Ivy Meadors has over 30 years of experience in the service and support industry, is a seasoned consultant and a world renowned professional speaker who has traveled the globe to deliver her content rich in-demand presentations. She is the sole woman owner of conferences & events in this industry. She received the honor of being one of the Top 10 Legends in the Help Desk Industry and was awarded for being one of the “Top 25 Most Influential Professionals in the Service and Support Industry” by Service News. She publishes the online newsletter, eSharings read by thousands around the world, and has also been published in the top industry magazines and newsletters.

	Suzanne Fairchild VP of Programs CA Account Manager 425-201-3601 Suzanne.Fairchild@ca.com	Suzanne Fairchild has been in the service and support industry for over a decade. She is currently an Account Manager at CA in Bellevue, Washington.. She has been with CA for 8 years where she has put her emphasis on service management and service delivery as it relates to help desks and call centers. Prior to joining CA, Suzanne spent time working for Network Commerce, an eCommerce Development Company that delivered technology to a variety of customers including large global call centers. Suzanne has been managing the programs for the CSSP (previously NWCCP-HDNW) for almost two years, delivering sessions loaded with rich content.

	Corina Stretch Newsletter Editor Puget Sound Energy Customer Services Supervisor 425-424-6716 corina.stretch@pse.com	Corina Stretch is currently a Remote Agent Supervisor for Puget Sound Energy. Throughout the course of her more than 20 years with the company, she has held many positions which currently includes playing a key role in the 200+ seat department’s disaster recovery and business continuity planning as the Outage manager. As a member of CSSP Corina has been an integral part of the customer services and help desk community by giving her expertise in many different subjects with her tele-seminars, speaking engagements and conference presentations.

	Matt Van de Voorde Sponsorships Management Orion Teleservices Director 253-946-4411 ext. 7030 matt.vandevoorde@orionquality.com	Matt is the Director at Orion of Federal Way, WA, where he leads their Teleservices Division. Orion is a social enterprise with a mission to enhance career opportunities for men and women with disabilities. As well as his management duties he also handles business development for their Contact Center Services. Matt has presented at industry events in Seattle, Federal Way, Portland and Las Vegas. Matthew also created a greater Seattle area business advisory group comprised of customer contact professionals that hold quarterly meetings and education sessions that he speaks at and/or moderates.

	Jan Cervelli Key Contributor Super Supplements Call Center Manager 206-420-0827 Janc@supersup.com	Jan Cervelli is the Customer Care Manager for Super Supplements in Seattle, Washington. She has been in the customer service field for over 17 years in several industries including banking, retail financial services, medical, and retail. Her experience includes 9 years with Washington Mutual (WAMU) leading several different service queues, Workforce Scheduling Manager, and Quality Analyst/Auditor developing and conducting quality audits of Call Center Managers in accordance to performance metrics. She has been a part of two successful small business call center start-ups. Escalation resolution is her passion.

	Sara Starbuck Key Contributor Horizon Air Reservations Supervisor 206-392-2907 Sara.starbuck@horizonair.com	Sara Starbuck has a Bachelor’s degree in Communications from the University of Washington. IN her current role as Operations and Training Supervisor in the Horizon Air Call Center, she manages 40 agents who work in office, at home or in one of Horizon’s outstations taking calls between flights. As a Training supervisor, Sara is responsible for set up and training of all Remote Reservations stations as well as the quality of customer service delivered by all agents.
The Customer Service and Support Professionals' Board (Portland)
	Sandy Wilson Mentor Graphics Sandy_Wilson@mentor.com	Sandy Wilson has been managing various help desk teams for the last 15 years. Starting at Nike Inc in 1981 she held various jobs until the first help desk was created to support the Salesman in the field with their “new” 286 portable computers. Sandy continued on as the help desk grew into a corporate help desk and in 1997 started work at Freightliner, with their dealer help desk. This too grew to encompass the support of all Freightliner employees, and all Dealerships around the world and a combined help desk staff of over 90 people. Today Sandy is at Mentor Graphics as the Global Help Desk manager. Five months after starting her team was able to move from a 5x8 organization to a 7x24x365 team. “We’re always open” is the motto and know to Mentor around the world. During her free time Sandy enjoys time with her 2 teenage boys, and volunteering for the Oregon Humane Society as a Foster mom for sick or underweight kittens.

	Kim Leverich PacificCorp Kim.Leverich@PacifiCorp.com	Kimberly has been a part of a call center team for over fourteen years. During her career she has held several roles including being part of an implementation team that opened up a brand new call center for a utility in Oregon, Team Manager where she supervised call center agents, Operations Analyst where she monitored daily call center performance and ensured service levels were met, Technical Trainer where she delivered training to call center agents, and most recently a Training Manager where she is responsible for the development and implementation of training programs in customer service and facilitating of leadership development seminars. Kimberly’s breath of knowledge about call centers coupled with her formal training (Masters in Organizational Management) and passion for learning has allowed her to develop, motivate and build leaders within the call center. Her area of expertise is in employee morale, communication, and leadership development.

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Reach us at CSSP@hthts.com or call 425-398-9292.