2018 Sales and Service Awards

Winners of the 5th Annual 2018 Customer Sales and Service World Awards

Customer Service

Customer Service Leadership of the Year
Gold Winner
Jennifer Perry, Vice President, Global SAP Support @ Rimini Street, Inc. (Las Vegas, NV USA | 500 – 2,499 Employees | Others – Enterprise software support services)

Front-Line Customer Service Professional of the Year
Gold Winner
Meagan Abeltin, Managed Care Specialist @ MetTel (Manhattan Telecommunications Corporation) (Middletown, NJ USA | 100 – 499 Employees | Telecommunications) Team player who stepped into an acting managerial role to ensure her colleagues/team members were not only taken care of, but that they wouldn’t skip a beat when it came to delivering a seamless customer service experience

Customer Service Professional of the Year
Gold Winner
Kelly Elza, Client Manager @ Securus Technologies (Carrollton, TX USA | 500 – 2,499 Employees | Diversified Services) – Achieved the best customer satisfaction metrics ever in Securus’ history from her customers.

Customer Service Team of the Year – Back-Office
Gold Winner
Maria Lipner, VP, IBM Global Sales Incentives @ IBM (Armonk, NY USA | 2,500 or more Employees | Information Technology Services) Team members include: Eric Dahling, Bryan Natividad, Karen Ferg, Keyani Loftin, James West, Janie West, Leedy Lecca, Antonino Tarazona, Elcira Ugas, Johnny Lam

Customer Service Team of the Year – Front-Line
Gold Winner
Karin Moffett, VP of Customer Care @ Brainshark, Inc. (Waltham, MA USA | 100 – 499 Employees | Cloud Computing/SaaS/Internet) Team members include: Nicole Alberg, Joan Babinski, Sara Bernardo, Danielle Buck, Joshua Cholewa, Colleen Cimone, Jennifer Clark, Erica Cormier, David Crismond, Jillian Crowley, Marty DeLoreto, Gretchen Drinon, Jason Fraggos, Alvaro Frias, Carmiya Gale, Daniel Gasser, Joseph Gustafson, Ryan Hall, William Hayden, Andrea Heil, Patricia Holasek, Elizabeth Holloran, Jennifer Jenkins, Patrick Kelly, Timothy King, Katherine Kradolfer, Elisa La Roche, Sean LaBombard, Eric Lechance, Thomas Lee, Debra Lypen, Adriana Machado, Tricia Mahoney, Dulcie Martin, Ryan Mathers, John Maurer, Michele Menzigian, Richard Mikita, Jennifer Rose Minihan, Karin Moffett, Brooke Noonan, Amy O’Brien, Deanne O’Sullivan, Kelby Peachey, Joanne Pesnell, Alexandra Polito, Joseph Riley, Anthony Schmitz, Kealey Snow, Thomas Starinskas, Michael Swisher, Carol Valente, Ruth Wasser, Richard Whitney
Silver Winner
Dewan Azad, Customer Success Manager @ Property Vista (Toronto, Ontario, Canada | 11 – 99 Employees | Real Estate and Construction) Team members include: Dewan Azad, Yuriy Levandovskyy
Bronze Winner
Meloney Graham, Vice President of Global EBS Service Delivery @ Rimini Street, Inc. (Las Vegas, NV USA | 500 – 2,499 Employees | Others – Enterprise software support services)

Customer Service Team of the Year – Overall Leadership & Management
Gold Winner
Cheryl Sanders, SVP of Business and Customer Operations @ Vibes Media (Chicago, IL USA | 100 – 499 Employees | Advertising, Marketing, & Public Relations) Team members include: Tess McGillicuddy

Customer Service Team of the Year – Operations
Gold Winner
Sunny Xu, Head of Customer Solutions and Professional Services @ Periscope Data (San Francisco, CA USA | 100 – 499 Employees | Engineering and Technology) Team members include: Raymond Harris, Charlotte Campbell, Neha Kumar, Christine Quan, Caitlan Yu, Mark Boos, Andreas Djokic, Adam Luba, Michael Reagor, Esther Disbot, Alok Subbarao, Kyle Dempsey
Silver Winner
Paul Ille, Director of Sales and Services @ Alloy Software (Bloomfield, NJ USA | 11 – 99 Employees | Information Technology Software) Team members include: Gennady Morozyuk, Corey Mosley, Christine Bradley, Edward Meadow

Customer Service Team of the Year – Others
Gold Winner
Maria Lipner, VP, IBM Global Sales Incentives @ IBM (Armonk, NY USA | 2,500 or more Employees | Information Technology Services) Team members include: Martin Petrov, Laura Gilligan, Joanne O’Brien, Daniele Mattos, Suvarna R Bobade, Ankur Acharya, Rohit Singh

Customer Service Department of the Year | 11 – 99 Employees
Gold Winner
Jessica Harvey, Customer Service Director @ Squaremouth, Inc. (St. Petersburg, FL USA | 11 – 99 Employees | Accounting, Banking, Financial, and Insurance) Members of the Department include: Sarah Sailes
Silver Winner
Tom Zeliff, Director of Customer Success @ OmniUpdate (Camarillo, CA USA | 11 – 99 Employees | Cloud Computing/SaaS/Internet) Members of the Department include: Alejandra Iorgulescu, Chris Zack, Gezelle Segundera, Omar Flores, Mohammad Laknahour, Robert Kiffe, Erica Bogosian, Brandon Scheirman, Barbara McQuillan

Customer Service Department of the Year | 100 – 499 Employees
Gold Winner
Mario Joy, Senior Vice President of Customer Experience & Sales @ Tsheets (Eagle, ID USA | 100 – 499 Employees | Cloud Computing/SaaS/Internet) Members of the Department include: Greta Jensen, Josh Kyzer, Tiffany Barvo
Silver Winner
Cheryl Sanders, SVP of Business and Customer Operations @ Vibes Media (Chicago, IL USA | 100 – 499 Employees | Advertising, Marketing, & Public Relations) Members of the Department include: Tess McGillicuddy

Customer Service Department of the Year | 500 – 2,499 Employees
Gold Winner
Brad Rennick, Senior Vice President of Customer Success @ Modernizing Medicine (Boca Raton, FL USA | 500 – 2,499 Employees | Healthcare, Information Technology Software & SaaS
Silver Winner
Brian Slepko, SVP, Global Service Delivery @ Rimini Street, Inc. (Las Vegas, NV USA | 500 – 2,499 Employees | Others – Enterprise software support services) Members of the Department include: Craig Mackereth, Heather Sepolen, Ray Grigsby, Rodney Kenyon, Kien Phung, Jennifer Perry, Meloney Graham, Sudhir Kumar

Customer Service Department of the Year | 2,500 or more Employees
Gold Winner
Julie Dodd, Chief Services Officer @ Ultimate Software (Weston, FL USA | 2,500 or more Employees | Information Technology Software) 52% of Ultimate’s 4,3000 workforce is devoted to Services, with Julie Dodd serving as Chief Services Officer

Field Sales Team of the Year
Gold Winner
Eugene Higby, VP of Sales and Client Services @ Sales Partnerships, Inc. (Broomfield, CO USA | 100 – 499 Employees | Business Products and Services) Team members include: There are nearly 200 representatives and managers on this team.

Customer Service Achievement of the Year
Best Multi-channel Customer Service
Gold Winner
Hinduja Global Solutions (HGS) (Lisle, IL USA | 2,500 or more Employees | Business Products and Services) Achievement: Converting 80% of SMS Contacts to Leads for Auto Retailer | People who made this achievement possible: Bob Rafferty, Senior Director, HGS Operations, Patrick Griffith, Manager, HGS Operations

Best use of Technology in Customer Service
Gold Winner
USHEALTH Group, Inc. (Fort Worth, TX USA | 100 – 499 Employees | Accounting, Banking, Financial, and Insurance) Achievement: “The All-Seeing Customer Service Rep”: USHEALTH Group’s OZ CRM System | People who made this achievement possible: USHG Customer Service, USHG Information Services

Innovation in Customer Service
Gold Winner
iWorkGlobal (San Francisco, CA USA | 11 – 99 Employees | Business Products and Services) Achievement: iWorkGlobal’s MyVista Streamlines the Global Workforce Management Experience
Silver Winner
Information Builders (New York City, NY USA | 500 – 2,499 Employees | Information Technology Software) Achievement: Information Builders’ Worldwide Customer Services (WCS) develops necessary support systems | People who made this achievement possible: Mary Casull, Director Technical Content Services, Technical Content Management, Worldwide Customer Services division
Bronze Winners
MetTel (Manhattan Telecommunications Corporation) (Middletown, NJ USA | 100 – 499 Employees | Telecommunications) Achievement: MetTel Saved Wendy’s $4M through Deliciously Different Customer Service | People who made this achievement possible: Renee Gonzalez (Manager, Customer Care Operations) with support from Mark Marshall (Executive Director, Customer Care) and Will Prince (VP of Operations)
USHEALTH Group, Inc. (Fort Worth, TX USA | 100 – 499 Employees | Accounting, Banking, Financial, and Insurance) Achievement: “The All-Seeing Customer Service Rep”: USHEALTH Group’s OZ CRM System | People who made this achievement possible: USHG Customer Service, USHG Information Services

Customer Service MVP (Most Valuable Professional) of the Year
Gold Winner
Lonnie Golden, Manager Support Services @ Securus Technologies (Carrollton, TX USA | 500 – 2,499 Employees | Diversified Services) Improved Securus’ BBB rating from C+ to A+ in 2017 and earned accreditation | Improved Securus’ level of complaints from 235 to 63 per year a 73% improvement | Improved Customer Service training resulting in an 82% Net Promoter Score and improved CSAT scores from 3.9 to its current 4.6 out of 5 for best ever

Customer Service Champion of the Year
Gold Winner
Tony Taillac, Manager Technical Support @ Securus Technologies (Carrollton, TX USA | 500 – 2,499 Employees | Diversified Services) Each month, Tony holds high-level Service Ticket Report meetings with the leadership team of this customer and after 9 years and almost 500,000 tickets, Tony and his team have delivered a true 99.999% SLA for this customer.

Cloud Computing/SaaS Product or Service for Contact Center
Gold Winner
NewVoiceMedia (Baskingstoke, United Kingdom | 100 – 499 Employees | Cloud Computing/SaaS/Internet) for ContactWorld

Sales Outsourcing Provider of the Year
Gold Winner
Sales Partnerships, Inc. (Broomfield, CO USA | 100 – 499 Employees | Business Products and Services) for High profile success generating more than $2B in revenue | Key members include: Fred Kessler, CSO; Eugene Higby, VP of Sales and Client Services

Sales Training Practice of the Year
Gold Winner
HUB International (Chicago, IL USA | 2,500 or more Employees | Others – Insurance) for Path to Validation reduced attrition and increased sales for new-hires | Key members include: Martin Hughes Executive Chairman of the Board of Directors, Richard A. Gulliver Vice Chairman, Marc I. Cohen President and Chief Executive Officer
Silver Winner
IBM (Armonk, NY USA | 2,500 or more Employees | Information Technology Services) for Creation of Sales Incentives Day by Brazil Center of Excellence | Key members include: Maria Lipner, VP, Global Sales Incentives; Diego Soares Domingues, Sales Incentives, Brazil Center of Excellence Leader

Customer Service or Contact Center Training Practice of the Year
Gold Winner
OmniUpdate (Camarillo, CA USA | 11 – 99 Employees | Cloud Computing/SaaS/Internet) for New hire and continuing employee training | Key members include: Lance Merker (CEO), Tom Zeliff (Director of Customer Success)