Remote Working is Working, and Big. Are you Home Yet?

About the Speakers

Robb Munson
Vice President, Health Plan Services & Administration
Kaiser Permanente

A 14-year veteran of Kaiser, Robb's primary responsibilities span the operational areas of Member Services and Claims Administration. He recently transitioned several hundred claims administration positions home.

Harry Monti
VP Enterprise Operations Strategic
Workforce Capabilities
The Hartford

Monty is responsible for how and where work will be completed across The Hartford’s network; he has 20+ years of financial services experience.

Stuart McReynolds
Vice President, Service Delivery - Americas
American Express Business Travel

Stuart leads a team of over 5,000 travel counselors located in 20 Business Travel Centers, more than 280 client onsite locations, and more than 1,000 remote home agents. He has 14 years with Amercian Express.

Chris Dameron
Director, Work at Home Operations
Capital One

Chris has spent 11 years with Capital One, managing various IT and operational programs across a number of divisions. He is currently responsible for defining and executing the At Home strategy for Capital One.

Tricia Wisehart
Senior Director, Reservations Sales Operations
The Hertz Corporation

Tricia has 38 years of service with Hertz, with a primary focus in global customer contacts. She is currently responsible for US reservation sales and work force management. Tricia initiated and developed the company's home agent program.

Micah Schrom
Strategy & Planning Manager
United Healthcare

Micah manages planning for the company's Benefits Operations organization. He recently managed a large-scale contact center project to migrate 2,000 customer contact agents onto an IP Soft Phone solution.

Kim Manuel
Vice President, Customer Relations
CCH Small Firm Services

Kim is responsible for customer service, technical support, training and premier accounts in tax services. The CCH work force is highly seasonal, demanding material scale and flexibility.

Doug Splinter
Vice President Technology Strategy
Avtex

In his current capacity, Doug works to develop and evangelize products solutions around unified communications and collaboration systems. In addition he works with enterprise clients on communications solution architecture. Prior to Avtex, Doug held the role of CTO at Convergent, a Microsoft Unified communications voice partner.

Ericka Tate
Director Human Resources
Support.com

Ericka has been instrumental in the design and expansion of the company’s “fully virtual “, 1000+ employee home working model. In addition to Support.com, she has held positions at Google and Accenture.

Tracy Fox
Director Quality Management
Sykes Assistance Services Corp

Tracy has 17 years of combined client, project and performance management experience. She is currently leading the development and deployment of the fully virtual agent model within the company's Healthcare division.

Stacy Lowman
Learning & Development Manager
World Travel Holdings

Stacy is responsible for training and development and onboards 300+ agents annually. 70% of new WTH team members are hired and trained virtually. He has 15 years of experience both in learning & development and communications.

Michele Rowan
President
At Home Customer Contacts

Michele has helped 500+ companies develop and implement home working strategies. She is former VP of Performance Management with Hilton Hotels, where she led the US and European home working expansion. She conducts workshops, web trainings and customized assessments exclusive to home working in the US, Canada and Europe.

Vincent Samuels
Manager, Patient Care Contact Center
Express Scripts, Inc.

Vincent has 20 years of customer care experience and seven with Express Scripts. He leads the company's 400+ FTE PBM virtual contact center and is responsible for strategic planning and program governance.

Carol Boles
Senior Director, Human Resources
Hilton Reservations and Customer Care

Hilton currently has 1000+ customer care and reservations agents that are home-based, and Carol has played an integral role since initiation of the program in 2007 in HR sourcing, hiring, and policies to support the model. She has 20+ years of experience in customer contacts and travel.

Jeff Christofis
Director and Operations Lead
Kelly Connect

Jeff has responsibility for all internal and outsourced contact center programs support by this BPO Help Desk and Contact Center services provider, including a large home-based population. He has 25+ years of experience in IT Services and operations.

Jenny Ying
Graduate Student PhD Program - Economics
Stanford University

Jenny is currently collaborating with a team at Stanford to analyze a home working experiment based in China. She has conducted a number of studies in work life balance.

Michelle Cappucio
Director of Data and Project Management
VIP Desk

Michelle is responsible for planning & implementation of new client programs for this 100% home-based boutique outsourcer.

Cecily Vasington
Director Strategic Workforce Capabilities
The Hartford

Cecily is responsible for developing and implementing The Hartford’s Enterprise Operation's remote work strategy, including expanding the program beyond the 1,800+ employees working remotely today.

John Reynolds
President
Veterans2Work

John is building a prodigious head of steam with key employers and partners to help returning veterans land good jobs, through direct placement, staffing and outsourcing. He has 25+ years of experience in the telecoms and contact center space.