Advisory & Executive Board

Executive Board of Directors

Dolly Konzelmann

PRESIDENT CEO
CSPN

Customer Service Professional Network (CSPN) members are team leaders, managers, directors, vice-presidents, owners and CEOs of companies of all types and sizes in virtually every industry – manufacturing and non-manufacturing, private and public sector.

Jessica Cryer

VP, BUSINESS & CUSTOMER STRATEGY
CSPN

Jessica works with clients to create Learning & Development strategies that educate, empower, and enable employees to excel in their careers. With a desire to promote continuous learning and education, she helps clients build and deliver the right training programs so people can be exceptional.

Jason ​Bedford

Jason Bedford

DIRECTOR OF CUSTOMER SERVICE
​Hubbell Canada LP

Jason Bedford is the Director of Customer Service at Hubbell Canada. He is an accomplished contact centre senior leader with over 18 years of experience in managing peak performing teams and spearheading continuous improvement projects that positively impact customer satisfaction.

Eric​ Esguerra

VP, CUSTOMER SERVICE & OPERATIONS
Miele Canada

Eric Esguerra graduated from York University with a double major in Sociology and Social Science and has been in the Customer Service industry for over 24 years. He has held numerous progressive management roles amongst companies such as Sprint Canada, and Rogers Telecommunications.

Jaclyn ​Konzelmann

PRODUCT MANAGER
Google

Nick ​Kossovan

SERVICE DELIVERY MANAGER
Cognizant

Nick is a bilingual (French) call centre management professional with wide-ranging experience and a few guiding core beliefs. My drive is to create great call centres, provide customer service that’s a competitive differentiator and maximize revenue generation.

Advisory Board of Directors

Andrée Gosselin O’Meara

Andrée Gosselin O’Meara


Customer Service is a passion. After many years in digital product support, product management, audience and business development and business strategy, Andrée uses her knowledge of the business to focus on achieving high standards of service.

Andrew ​Pryse

SENIOR DIRECTOR, IMPERIAL SERVICE DIRECTOR
CIBC

Andrew Pryse is the director of the CIBC Toronto Customer contact center and has been a member of the CSPN advisory council since 2013. He has over 30 years’ experience in customers service and 15 years in the contact center business currently leading a team of 450 employees.

Bonnie Munslow

MANAGER, CUSTOMER SERVICES
Town of Newmarket

As a member of the Senior Management team, Bonnie is the Manager of Corporate Customer Service and represents the voice of the customer for all Town wide customer interactions, through all channels.

Lorna Ferguson


Lorna is an experienced, results driven, senior executive, with a proven 30 year career history in the financial services industry. Skilled in Business Process, Business Planning, Analytical Skills, Coaching, and Sales, she is a strong professional with the skills to develop people and get results.

Lisa Frank

DIRECTOR, SERVICE EXCELLENCE
Legrand

Lisa joined Legrand in 1989 and had advanced through various leadership assignments in Operations, Marketing and Business Development, leading to her current position. Lisa is responsible for defining and executing the Service Strategy in Canada and providing leadership across North America.

Patrick Louis

DIRECTOR, CUSTOMER EXPERIENCE
Canada Goose

Patrick is a passionate and successful B2B and B2C executive with extensive experience in sales and customer service in insurance and banking, waste management and hospitality industries.

Paul ​McKenzie

PRODUCT LINE SALES MANAGER
ServiceNow

Mike Cooling

DIRECTOR, CUSTOMER CARE
Purolator Inc.

As Director of Customer Care, Mike leads the company’s customer support department made up of a team of 400 customer service professionals. The team works from Purolator’s Contact Centre location in Moncton, N.B. and is responsible for all inbound calls, Live Chat, social media and other functions.

Teresa ​Panico

MANAGER, CONTACT CENTRE
The Regional Municipality of York

As Manager of Access York, providing an exceptional customer service experience by meeting our KPI's and ensuring that policy, protocols guidelines and legislation are adhered to is paramount.

Tom ​Braun

GENERAL MANAGER CUSTOMER SERVICE
​ArcelorMittal Dofasco

One of Tom’s primary objectives is to ensure his organization has a focus on the external customer. His team of customer service representatives are responsible for providing exceptional service to a broad range of customers by exhibiting the iconic motto Our Product is Steel.Our Strength is People®

Roger Pugsley


Roger has been a Customer Experience practitioner since becoming Net Promoter certified by Satmetrix in 2009. Many of his leading edge and innovative CX initiatives have received recognition and coverage in research and white papers by leading organizations such as Forrester Research.

Eram Uddin

GLOBAL VICE PRESIDENT, CUSTOMER EXPERIENCE & SUCCESS
Fleet Complete

A step-mother of three, my first love is my family. The very close second is my career as a well-rounded, strategy-driven Sr Business leader focused on improving customer experience, strengthening employee engagement and achieving remarkable results.

Kathryn Wakefield

DIRECTOR OF CLIENT SERVICES
Tourism Toronto

Kathryn launched her career at Jonview Canada in 1990, promoting the Canadian experience through inbound incentive programs for European and UK companies. She brings over 25 years of experience in Meetings, Conventions and Incentive Travel to her role as Director, Client Services at Tourism Toronto.

Charley Butler

MANAGING DIRECTOR, MEMBER EXPERIENCE & INNOVATION
OTPP

Charley is a transformational leader with a passion for building and working with high performing teams. She has nearly two decades experience in leading contact centres, managing transformational change programmes and driving innovation in customer experiences.

Sal Caggiula

DIRECTOR, CUSTOMER SERVICE
Adidas Canada

Sal has over 25 years of experience in consumer sales, marketing and customer experience management. He is currently employed at adidas Canada as Director, Customer Service leading a team servicing their wholesale business and consumer warranty.

Desmond Nair

GENERAL MANAGER, BUSINESS APPLICATIONS
MICROSOFT

Passionate about people and technology. Making a difference one step at a time.

Monique Binder

DIRECTOR, GUEST EXPERIENCE
CINEPLEX

Kellee Irwin

VICE PRESIDENT
ORION TRAVEL INSURANCE

Rita Toporowski

GENERAL MANAGER - CENTRAL CANADA
VIA RAIL CANADA

Rita joined VIA Rail in November 2014, as General Manager for Central Canada. In this capacity, she oversees all employees and activities related to customer service in stations and on board trains in her region.

Lilliette Davidson

SENIOR DIRECTOR, NATIONAL CUSTOMER SERVICE | NATIONAL SALES
MCKESSON CANADA

As a multi-faceted high-performance business leader, Lilliette Davidson has spent 17 years working in the Canadian healthcare services, medical laboratory and diagnostics services industry for McKesson Canada, LifeLabs Medical Laboratory Services, CML Healthcare and Dynacare.

Sara Schmidt

SENIOR MANAGER, CLIENT RELATIONSHIPS & EXPERIENCE
Agriculture Financial Services Corporation (AFSC)

Sara is an architect of change, developing and implementing successful strategic client experience initiatives that drive transformational culture change in the public and private sectors.

Mary Barbieri

DIRECTOR, OPERATIONS & CUSTOMER CARE
Shoppers Specialty Health

Director of Operations offering over 25 years of directing a wide range of organizational programs, operations, customer service excellence and activities on a national scale within the healthcare environment.

Cynthia Hill

DIRECTOR, CUSTOMER RELATIONS
Pfaff Automotive Partners

Cynthia Hill is a passionate, dynamic leader who has helped shape Customer Experience for the last 30 years. She has worked within the automotive, travel and telecom industries where she was instrumental in driving customer loyalty while balancing the realities of the organization’s business needs.

Christian Spencer

SVP, ENTERPRISE GROWTH
Bill Gosling Outsourcing

Chris is currently the SVP, Enterprise Growth at Bill Gosling Outsourcing; an iconic global company most recognized and trusted in the Customer Care, Accounts Receivable Management and BPO Technology solutions.

Maureen Russolo

VICE PRESIDENT, CUSTOMER EXPERIENCE
Southwire Canada

Maureen has deep expertise in the areas of business transformation, customer experience management, continuous improvement, escalated complaints management, customer journey-mapping, change management, contact center and self-service enhancements and digital engagement.

Asteway Desta

SENIOR DIRECTOR - CUSTOMER SERVICE
DHL Express

Asteway Desta is the Senior Director of Customer Service for DHL Express Canada. Originally from Ethiopia, Asteway brings 12 years of senior leadership experience in various functions including sales, general management and operations spanning 5 countries.

Bobby Floujeh

VP OF CUSTOMER CARE
Trapeze Software Group

With over 15 years of progressive customer service experience in leading software organizations leading teams spanning the Americas and Europe. As a transformational leader he has found the greatest importance in customer service is always improving the customer experience.

Ross Dudek

VICE PRESIDENT, GENERAL MANAGER

Ross has over 20 years of experience in the Financial Services industry and is known for being a customer centric executive, championing revenue growth and driving strategy. He has lead large, global organizations that deliver an extraordinary customer and employee experience.

Lawrence Levinson

DIRECTOR, CUSTOMER EXPERIENCE
Bureau Veritas

Lawrence is people-first, customer-centric & metric-oriented with 20 years of multinational B2B/B2C leadership experience in the environmental, O&G, mining & agri-food industries. He has driven growth through financial performance in Business & Strategic Development, CX, Sales, Loyalty, Marketing.

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