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Speakers 
Mr Ron Barassi,
Greatest Ever Australian Rules Coach
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 Mr Klaus Bartosh,
Director, Sales and Marketing,
Hostworks
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Mr Mark Bower,
National Manager- Adviser Service Delivery,
Tower Australia Ltd
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Ms Caroline Briggs,
National Marketing Manager,
RetireInvest
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 Mr James Brooks,
Vice President Asia Pacific / India,
Genesys
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 Antoine Casgrain,
Managing Director,
St George Bank
Antoine is the Head of the Customer Contact Centres for St George Bank. Of the 5 major banks, his team of 900 staff deliver the best Customer Service Experience in Australia according to the Roy Morgan Research group. Antoine has previously held executive Call Centre related roles at AMP, Westpac and Optus. Originally from Montreal, Antoine has worked in Australiasia for the past 16 years. Antoine has a Masters degree in Education and a Bachelor's degree in Industrial Psychology. A former Vice Chairman of the Australian TeleServices Association, he is now a Director of the Customer Contact Strategy Forum (CCSF) in the USA.
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 Mr Peter Chidiac,
Regional Director, Asia Pacific- SpeechWorks Division,
ScanSoft, Inc.
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 Ms Anne Clark,
National Development Manager for Community,
The Smith Family
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Mr Michael Clark,
Operations Manager Quality & Infrastructure Services,
ING Australia
Michael has worked in customer service for over 9 years. In that time he has held a number of management roles, firstly within back office administration and for the past 3.5 years within ING Australia’s National Contact Centre.
Michael has been involved in a number of key projects within ING including delivering a successful Joint Venture between ANZ and ING, setting up a second call centre in Tuggerah and implementing numerous technology solutions into the centre.
Michael has over 7 years experience in managing staff and has helped implement a number of key initiatives and changes within ING. Michael will share some of these experiences in his presentation on Secrets to dramatically reducing absenteeism.
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Mr Leon Cleal,
Senior Manager - Customer Sales,
Toyota Financial Services
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Mr Paul Crump,
Telstra Contact Centre Solutions Manager,
Telstra
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Mr Ross Dembecki,
Lead Product Manager,
Microsoft Australia Pty Ltd
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Ms Ballina Hartshorn,
National Customer Service and Support Manager,
Institute of Chartered Accountants
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Mr John Hernandez,
Director, Product & Solutions Marketing,
Cisco Systems
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Mr Tony Hollings,
Senior Executive (Contact Centres),
NEC Business Solutions
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Ms Jill Jetson,
General Manager,
News Advantage
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Mr Andrew Johnston,
Head of Customer Service,
World Vision Australia
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Mr Gordon Ketelby,
Managing Director,
Cabac
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 Mr Simon Kriss,
Editor,
Asia Pacific Call Centre News
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Mr Gary Lowe,
Business Development Manager, Southern Region,
NEC Business Solutions
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 Mr Ian Mascord,
IT Manager,
Ausco
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Mr Sean McBride,
Customer Service Director,
Dulux New Zealand
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 Mr Neil Miranda,
Information Systems Coordinator,
Ministry of Social Development
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 Ms Janelle Nisbet,
ATA NSW Chairperson,
ATA NSW Chapter
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 Ms Catherine Palin-Brinkworth,
International Speaker,
Progress Productions
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Ms Anne Palmer,
Director,
Zen at Work
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Mr Brian Penkethman,
Head of Global HR, Training & Quality,
Mindperal
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 Mr Bill Price,
Former Global Vice President of Customer Service,
Amazon.com
Bill Price was Amazon.com’s VP of Global Customer Service, responsible for all customer service activities. Before Amazon.com, Bill had more than 20 years’ experience in customer care and services management, starting at McKinsey & Company in San Francisco and Stockholm. From 1986 until its purchase by MCI in 1991, Bill was COO and CFO with ACP, which became MCI’s Enhanced Voice Services division. He is currently President & Founder, Driva Solutions, LLC where he provides transformational consulting, hosted managed
services and information services to enable companies to achieve the delicate balance between cost containment and greater customer satisfaction. He also founded and chairs the LimeBridge Global Operations Council. Bill holds a BA in Economic Geography from Dartmouth College and an MBA from Stamford University Bill is on the editorial advisory board of CC News, is a frequent keynote speaker at industry conferences in Asia, Europe, and the United States, has been an Adjunct Professor of e-Commerce at Marshall University, and teaches CRM in the University of Washington Business School Executive MBA Program. He serves on the Strategic Management Society’s Strategic Process Interest Group, is on the Technical Advisory Board of several leading ASP and CRM software firms, has served on the Boards of Directors with two privately held service providers. In 1997, Call Center Magazine editors in their first annual award presentations named Bill a Call Centre Pioneer. He enjoys running, kayaking, collecting modern japanese prints and old baseball cards, digging into US Navy operations in World War II and, with his wife Trudi, chasing after his daughters in Bellevue, Washington USA.
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 Mr Suresh Rao,
National Information Technology Manager,
The Smith Family
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Ms Frances Robinson,
National Call Centre Manager (Collections),
National Australia Bank
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 Ms Sheila Ross,
Chief Customer Service Officer,
Centrelink
Sheila Ross is Centrelink’s Chief Customer Officer, a position that she has held since December 2001. In this role, Sheila is responsible for ensuring that the ‘voice of the customer’ is reflected in Centrelink’s service delivery strategies. Prior to taking up this position, Sheila was an Area Manager in Centrelink’s Area North Central Victoria – a role which involved leading approximately 1300 people in the delivery of government services on behalf of a range of client departments. Before becoming an Area Manager, Sheila held the position of Assistant Secretary, Industrial Relations and Personnel, in the Department of Social Security’s National Administration, Canberra. She has also worked for the Department of Veterans’ Affairs, the Public Service Commission and, during a 12 month secondment, for the Department of Social Security (UK). Sheila has a Masters in Public Policy and Management and is a Fellow of the Australian Institute of Management.
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Ms Jenny Smith,
Contact Centre Operations Manager,
Department of Human Services
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 Ms Jane Smith,
Contact Centre Manager,
Energex
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 Mr Robert Spector,
Author,
The NORDSTROM WAY
Robert Spector is the author of four books on customer service, and is an international speaker on the subject.
He is best known for writing the US bestseller, THE NORDSTROM WAY: The Inside Story of America's #1 Customer Service Company—the first and only up-close and personal look at how this company became the national standard of customer service in the USA. Robert is the only journalist ever given total access to the inner workings of the Nordstrom culture. Business Week said it "bubbles with customer service insights.” He followed that up with LESSONS FROM THE NORDSTROM WAY: How Companies are Emulating the #1 Customer Service Company. Marketing guru Philip Kotler called Robert’s book AMAZON.COM: GET BIG FAST: Inside The Revolutionary Business Model That Changed The World “a business history classic. It has been translated into 18 languages Robert’s book ANYTIME, ANYWHERE: How The Best Bricks-and-Clicks Businesses Deliver Seamless Service To Their Customers profiles the multichannel customer service of Wells Fargo, FedEx, the San Francisco Giants and Recreational Equipment, Inc., among others. Robert has reported on business for the Wall Street Journal, U.S.A. Today, U.P.I. International, and NASDAQ Magazine, fashion for Women’s Wear Daily and Details, and civil liberties for Parade; and has been a ghostwriter for Dr. Joyce Brothers. His humor writing has been published in The New York Times, Sports Illustrated and National Lampoon. A graduate of Franklin & Marshall College, Robert resides in Seattle with his wife and daughter. This is his first visit to Australia.
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 Mr Charlie Trkulja,
Head of Customer Relations,
Commonwealth Bank of Australia
Charlie Trkulja is Head of Customer Relations for the Commonwealth Bank Group. In this Senior Executive role he is responsible for complaint and dispute resolution for the banking, insurance, investment and superannuation range of products and services. Charlie has worked as an Investigator with the Australian Taxation Office and a Financial Analyst with the Federal Office of the Director of Public Prosecutions. Just prior to joining the financial services industry, 10 years ago, Charlie was an Assistant Director with the Trade Practices Commission. His work with the TPC involved
enforcing the consumer protection as well as the restrictive trade provisions of the Trade Practices Act and included successful litigation against banks and insurance companies. Charlie and his team of 35 staff are responsible for the management of complaints not resolved at the first point of contact within the Commonwealth Bank Group. The team is also responsible for resolution of disputes escalated to the Financial Industry Complaints Service, Banking and Financial Services Ombudsman and all other Regulators and external dispute resolution schemes. Charlie is the current President of SOCAP – the Society of Consumer Affairs Professionals. SOCAP is the network for consumer professionals in Australia.
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 Ms Carol Uden,
Consultant,
Rogen International
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Ms Jeannine Walsh,
ATA National Chairperson,
Australian Teleservices Association
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 Mr Peter Williams,
Information Systems Co-ordinator, Unit Project Manager,
Ministry of Social Development
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 Lindsay Woodland,
Executive General Manager,
Ergon Energy
Lindsay Woodland is the Executive General Manager, Customer Service Ergon Energy, a major Australian electricity distribution and retail business based in Queensland, providing electricity to some 660,000 customers.
Prior to Lindsay’s appointment to this position some 12 months ago, he was engaged by the organisation to manage their marketing function as General Manager Marketing. Lindsay has over 15 years experience in senior marketing and sales related roles with several service based organisations including AGL (General Manager Marketing and Residential Sales), Telstra MobileNet (a variety of senior marketing and product management roles) and Yamaha Music (National Marketing and Sales Manager Music Products).
Having worked primarily in marketing and sales roles, Lindsay brings a different perspective to managing the Customer Service function at Ergon Energy. Lindsay’s goal at Ergon Energy is to drive the organisation toward achieving their vision of becoming a world-class, customer driven energy business. This involves building operational capability to deliver outstanding customer service and transforming the culture within the organisation from being asset focussed to customer centric, where the customer is at the heart of every decision. Lindsay has a Business Degree majoring in marketing and is an Associate Fellow of the Australian Institute of Management.
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