Nominees for SOCAP 2009 Board Positions

July 3, 2008

The 2008 SOCAP Nominating Committee is pleased to provide you with this official announcement of an outstanding group of nominees for 2009 SOCAP International Board Officer and Director positions.

Every attempt has been made to provide a wide balance of representation by selecting individuals who represent a variety of industries, and strong experience in the various activities of SOCAP and the consumer affairs/customer service profession.

The SOCAP membership will vote on these nominees at the Annual Business Meeting to be held Monday, October 6 from 12:30-1:30 pm at the Loews Miami Beach Hotel during the 2008 Annual Conference.

OFFICERS
(One Year Terms, Expiring December 31, 2009)

Peter Edghill — Chairman
Manager, Contact Center Governance
Chrysler LLC
Peter Edghill has provided leadership in the design and operations of Chrysler’s contact centers since 1994. Today, Peter is responsible for the creation of the strategic vision for the “Governance Center of Competency” at Chrysler LLC that will optimize call center operational efficiency and value for all internal and external Centers within the Chrysler enterprise. Peter is a member of the SOCAP Executive Committee and the Resource Management Committee. He chairs the SANG Task Force and Automotive Summit Steering Committee. He is a past Treasurer of the SOCAP Board and a past President of the Great Lakes Chapter.

Susan Baranowsky — Chairman-Elect
Director, Consumer Affairs
Campbell Soup Company
Susan has served as Director of Campbell's Consumer Affairs team since 1999. She is responsible for developing global corporate best practices, consumer-relationship building and aligning with key business partners to develop creative solutions that further brand strategy. Susan has been an active member of the Philadelphia Chapter of SOCAP since July 1999. She has served in various Chapter positions, including 2nd Vice President of Membership and President. She is currently Board Advisor to the SOCAP Conference Committee, has served as a member of the Resource Management and Conference Committees and has served in various capacities on SOCAP’s Board of Directors including one term as Treasurer. She currently serves as Vice Chairman.

Cheryl Duwve — Vice Chairman
Director, ACCU-CHEK® Customer Care
Roche Diagnostics
Cheryl heads ACCU-CHEK® Customer Care for Roche Diagnostic’s Diabetes Care and Point of Care Diagnostics divisions. Cheryl has been a speaker at SOCAP Annual Conferences. She currently serves as a member of the SOCAP Resources Committee, a member of the Executive Committee and as Secretary on the SOCAP Board of Directors. She is a past chair of the Membership Committee.

Jeff Hagen — Treasurer
Director, Consumer Affairs
General Mills, Inc.
Jeff has served as Director, Consumer Services at General Mills for 13 years. He is responsible for the oversight of three contact centers that respond to inquiries from consumers and food-service customers, the technologies employed to support these centers and the reporting/analysis of consumer contact information gathered during these interactions. He is currently SOCAP Board Treasurer, the Chair of the SOCAP Resource Management Committee and a member of the Executive Committee.

Andre Harris — Secretary
Vice President, National Customer Service
Westfield
Andre Harris is Westfield’s Vice President of National Customer Service and is responsible for “WOW” customer service for Westfield’s 56 U.S. shopping centers. Andre drives the national strategy for hiring, training, measuring and rewarding team members. Andre steers the company’s “voice of the customer” initiatives and is responsible for the Customer Care function. She is credited with developing Westfield’s WOW Customer Service Training course offered to all team members including contractors. Prior to joining Westfield, Andre worked for Continental Airlines for 15 years, overseeing worldwide reservations training and quality assurance. She currently serves on the SOCAP Board of Directors and is Chair of SOCAP’s Conference Committee.

DIRECTORS
(Three-Year Terms, Expiring December 31, 2011)

Celine Dumais
Director, Consumer Care Center
L'Oreal Canada
Céline has worked for L’Oréal Canada for more than 10 years in Trade Marketing, Category Management and Consumer Care Center. She is currently responsible for the strategic leadership and the management of the Consumer Care Center for the Canadian market and will broaden her role by becoming a member of the Management Committee of L’Oréal’s International Consumer Affairs. Céline has been an active member of SOCAP for more than eight years. She has served on the SOCAP Executive SANG Committee and has participated actively at many SOCAP national conferences.

Scott Lawson
General Director, Customer & Relationship Services
General Motors Corporation
Scott Lawson has been with General Motors Corporation for more 15 years and is responsible for leading GM’s Customer & Relationship Services Organization. In his current position, Scott has overall responsibility for GM’s domestic facing contact centers—customer and dealer service. In addition, Scott is GM’s global process leader for contact center engagements. Scott has been an active member of the Great Lakes Chapter of SOCAP and has served the past 3 years as a leader on SOCAP’s Automotive Summit Steering Committee . In addition, Scott is currently a member of the COPC Standards Committee.

B.J. McDonald
Senior Director
Continental Airlines
B.J. McDonald is the Senior Director of Continental’s North Houston Center reservations. He is responsible for Continental’s largest call center and the company’s Customer Care Department. He leads a team of 100 management employees and more than 2000 contact center agents B.J. was principle in restarting the Houston Chapter of SOCAP. He has spoken at numerous SOCAP events and delivered a keynote presentation at the 2008 Symposium in Boston. He currently serves on the Board of Directors and is the Board Advisor to the Executive SANG.

Mike Neeson
Senior Contact Services Manager
Andersen Windows, Inc.
Michael has worked for Andersen Windows for more than 19 years in the area of Customer Service and Support. He is responsible for the direction and leadership of the Andersen Solution Center which consists of five contacts centers and more than 1.3 million contacts annually. Michael is a member of Executive SANG and has been an active member of the SOCAP Minnesota chapter. He has been a SOCAP member for 8 years.

Marie Shubin
Director, Global Consumer Relations
E&J Gallo Winery
Marie Shubin is the Director of Global Consumer Relations at E&J Gallo Winery in California. The Gallo Consumer Information Center is an inbound contact center that provides the Voice of the Consumer at Gallo. Marie has played a pivotal role in driving Gallo’s CRM initiatives and product quality improvements. Prior to joining Gallo, Marie’s career included leadership roles at The Dial Corp. and RQA in both consumer and customer service assignments. Since joining SOCAP in 1993, she has been an active member nationally and locally. She is a founding Co-Chair of the F&B SANG and is President of the Northwest Regional Chapter.

Additional nominations must be made in writing by any twenty-five (25) members at least 30 days prior to the Annual Meeting.

Respectfully submitted,

SOCAP Nominating Committee

Tom Asher, Chair
Levi Strauss & Co.

Kimberly Boyer
Coca-Cola North America

Dale Conwell
Telerx

Linda Pell
Kellogg Company

Eunice Stern

Sheila Sullivan
Coty, Inc.

Rita Wood
Network Direct, Inc.