Speakers

Mike Bawn

Mike Bawn

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.​

Linda Cohen

Linda Cohen

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.

Candice Duncan

Candice Duncan

Dennis McIntee

Dennis McIntee

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.

Jay Minnucci

Jay Minnucci

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

Michelle Perez

Dr. Brandi Stankovic

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.

John Watkinson

John Watkinson

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. ​