Meet the change agents
Check out the featured speakers at our 2017 conference.
Tom Goodmanson, President and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences.
Matt Matsui, Senior Vice President of Products, Markets, & Organizational Strategy at Calabrio, oversees company-wide go-to-market efforts. Matt joined Calabrio with more than 25 years of experience leading product and marketing organizations for a broad range of companies, including ACNielsen, Cognos, Fair Isaac and numerous early stage analytics firms. Through this experience, Matt has developed a keen sense for growing markets with a heavy emphasis on big data and business analytics.
Breakout Session Speakers
Arthur Osmelak is a Quality, Training, and Workforce Optimization Manager at Northwestern Medicine with over 10 years of healthcare leadership experience. Arthur is a performance operations professional with extensive experience planning, developing and implementing quality, training, and workforce initiatives in newly integrated contact centers. Arthur is a proven leader in achieving operational effectiveness and staff retention in an ever-changing healthcare field.
Austin Messer is a Product Manager at Calabrio focusing on the Calabrio One Platform. Austin has over 15 years telecommunications and networking experience, including architectural design and implementation of multiple Unified Communications and Contact Center vendors. Austin specializes in Platform Integrations as well as furthering Calabrio’s strategy around advancing data and media capture techniques. Austin has many years of experience with Calabrio’s Quality Management experience both from a design and implementation standpoint as well as Product Management position.
grand canyon university
Beth Bax is a Quality Assurance Professional with 13 years of experience in Higher Education. With a keen focus on enabling communication and engagement between all departments and stakeholders, Beth uses effective leadership skills to implement and improve workforce management through systems and policy development. Her knowledge and expertise has allowed her to successfully facilitate change and improve quality procedures by sharing her passion for organizational success.
With over 15 years in the industry, Brad Snedeker has extensive knowledge of the contact center space. As Calabrio’s Director of Innovation, he ensures that customers have access to the best training available for Calabrio products. He works directly with users to develop new and innovative techniques to implement Workforce Optimization best practices. Workforce Management has been Brad’s primary focus for over 7 years.
Brenda Peterson is the Learning Center Manager and has over 15 years of experience in training, instructional design and eLearning. Brenda has created and managed technical training programs in industries including technology consulting, healthcare, insurance, finance, retail and non-profits. Brenda has a Master’s Degree in Adult Education and Distance Education and experience supporting contact centers.
Brian Henson brings over 20 years of experience within the contact center industry, spanning from end user to consultant. Henson is currently a Product Manager at Calabrio, guiding products to market and interacting with business and technical users daily. Specializing in improving the call center process, Henson delivers a dynamic perspective that focuses across workforce management, quality management, call recording, and analytics platforms.
Corey Peoples is a Level 4 Support Engineer with Calabrio Support Services. He has been with the company since the beginning of 2012 and specializes in Quality Management. His previous work has included everything from server installation and systems maintenance to contact center agent and supervisory positions, which allows him to see the user’s perspectives. Corey’s recent projects have been to improve the training for customers and engineers, help customize reports for customers, and develop new lab resources for the support engineers.
houston methodist hospital
With more than 10 years of contact center experience, and more than 7 years in the healthcare field using Calabrio, Daniel leads the call center support team at Houston Methodist Hospital. With the knowledge acquired as a call center agent, all the way up to management positions, he is responsible for providing recommendations, and setting best practices for small offices with simple IVR menus, as well as setting up complex call centers company-wide.
univ. of louisville physicians
Joshua Montemayor is a quality and workforce management analyst at the University of Louisville Physicians Group. Joshua holds diverse experience in contact center initiatives both in and outside of the healthcare market. Joshua currently aids Provider Clinics, along with the IT team, in rolling out new phone tree options and transitioning to a Cisco environment while also supporting a team of centralized agents as they take over appointment scheduling calls for clinics. He has held past positions with Humana Government Business as a workforce management analyst with the Tricare contract with Avaya, Aspect, and Nice applications, and the Nielsen Company (Nielsen TV Ratings), where he worked as the scheduling leader for a multi-location call center dealing predominantly in outbound survey calls.
Kathie “Kat” Worman has been working in the contact center industry longer than she cares to admit! With more than 20 years of experience, Kat has held numerous contact center positions including management, data analysis, strategic operations, and service level planning. Prior to joining Calabrio, Kat was a Principal Consultant specializing in the implementation of process and applications within the contact center. She has provided consulting services to Fortune 500 companies throughout North America, Europe and Australia. Kat specializes in partnering with key stakeholders and workforce planning teams to deliver unique solutions to contact center challenges.
Kim Guzman is a Quality Assurance Analyst at Sutter Health Palo Alto Medical Foundation with over 10 years of Contact Center leadership and training experience. She began her career as a Contact Center Operator, and worked her way up to her role as QA Analyst/Trainer for the Contact Centers. Kim takes pride in making learning engaging and fun for new hires. She uses her effective training skills to implement, improve and reinforce what she has taught staff to ensure their success. She is responsible for successfully launching the current QA program within her company’s six Contact Centers.
Margaret Potter is a Data Scientist at Calabrio where she focuses on applying analytics to the WFM space. Margaret has been at Calabrio for 3 years and has a Master’s Degree in Applied Mathematics.
From custom reporting to data visualization, Mary Moilanen’s work as a Business Intelligence Analyst helps users transform data into actionable insights. She takes pride in creating solutions that enable users to quickly and easily find value in their data, regardless of their level of analytical expertise.
With a previous career in Actuarial Science, Mary is comfortable working at the intersection of business and technical users, and enjoys finding ways to satisfy the needs of different audiences. She looks forward to sharing her knowledge to empower Calabrio’s users to discover what their data is telling them.
Nick Aspenwall is a Senior Implementation Engineer concentrating in the design, testing, and implementation of Calabrio’s Workforce Management application. He started at Calabrio in November 2011 in Support Services and moved to Implementation in August of 2013. Nick also works with new and existing customers to review their Workforce environment and provide insight as to how best to utilize Calabrio’s WFM solution.
san antonio water system
Robert Vasquez is a success-oriented, tenacious, and highly energetic leader, acknowledged for the ability to provide superior customer service, motivate and direct teams, build and sustain relationships. He consistently provides high levels of results to executive level decision makers. He is a process improvement champion and efficiency expert. With over 20 years of operational management experience, Robert joined San Antonio Water System (SAWS) in 2015 as a Manger in the contact center.