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.

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.

Sarah ​Hines

VP OF SALES AND MARKETING
Tealbook

Sarah had the pleasure of working with some global companies and some of the coolest start ups in niche markets. This experience has shown her how to not only understand and succeed within the complexities of a large organization but also how to find simple changes that can have a big impact.

Advisory Board of Directors

Andrée Gosselin O’Meara

Andrée Gosselin O’Meara

DIRECTOR OF CUSTOMER CARE
The Globe and Mail

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

DIRECTOR OF TORONTO’S CONTACT CENTRE
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.

Christopher Watchorn

​DIRECTOR, CUSTOMER SERVICE NETWORK EFFECTIVENESS
Canada Post

Chris is Director of Customer Service Network effectiveness team at Canada Post. He is responsible for making sure Canada post meets and exceeds their customer expectations by consistently meeting service level objectives while delivering exceptional world class customer service.

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

APPLICATIONS SALES MANAGER
Oracle

Richard Antosik

VICE PRESIDENT, OPERATIONS (CLIENT SERVICES)
B2B Bank

Richard oversees our day-to-day client servicing and Fraud activities for both B2B Bank and B2B Dealer Services. In addition, the management of the broker/dealer operational relationships and specialized lending units.

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

DIRECTOR, CUSTOMER SERVICE EXCELLENCE
Oxford Properties Group

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

DIRECTOR, CUSTOMER EXPERIENCE
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.

Joyce L. Gray

CHIEF CUSTOMER OFFICER
LCBO

Joyce Gray is responsible for the oversight and integration of LCBO’s customer-facing divisions including Marketing, Merchandising, Store Development & Real Estate and Retail Operations of +600 store network.

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.

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