CONTACT CENTER NATION
Contact Center Trainer
LEGO Systems Inc.
Amanda Marschall is a trainer within Consumer Services for LEGO Systems Inc. As a trainer she designs and delivers content on multiple topics, throughout multiple global regions. Amanda is also an accredited Insights Discovery trainer and enjoys facilitating these sessions throughout her organization. Currently, Amanda is pursuing her Masters in Organizational Leadership and is looking forward to taking her last few classes this year. Last year Amanda was awarded the One to Watch Award from the Association for Talent Development with her colleague and co-facilitator, Megan Gardner.
Contact Center Trainer
LEGO Systems Inc.
Megan Gardner is a trainer for The LEGO Group’s Consumer Service department. She works on a global team that creates and delivers training for employees handling contacts from the Americas, Europe, Africa and the Asia Pacific region. She has a Master’s degree in Operations and Project management and is currently managing a project to bring Consumer Services to Turkey and South Africa. Last year, Megan was awarded the One to Watch Award from the Association for Talent Development with her colleague and co-facilitator, Amanda Marschall. In 2016 Megan was selected to speak at the Association for Talent Development’s International Conference and Exposition.
Senior Vice President, US Operations
With more than 20 years’ experience in enterprise software, Stephen Pappas manages all aspects of Panviva’s America’s, UK/EMEA and Global Marketing operations, directing Panviva's expansion throughout Health Care, Financial Services and various other select markets. He was instrumental in building Panviva's innovative Methodology and delivery technology that helps many companies provide the highest level of performance and experience to their customers, members and patients. He previously served as a Director of International with Harte-Hanks Trillium Software, where he took their Big Data offering to over 50 countries. Other roles have included Executive Vice President of a SaaS software start-up and Director of Sales and Business Development at PageFlex. Steve is a well-respected expert in Customer Service and Customer Experience and has presented at several conferences including CXPA, eLearning’s Performance Support, Hitachi’s Prestigious Executive BootCamp on Big Data, Data Quality and Process Optimization, Verint, various Summits and Panels for health insurers, Big Data conferences in the US, Canada, Japan, Brazil, UK/Europe and Call Center conferences in Australia. Steve also spends time mentoring startups, incubators and SMBs, advising them on sales, marketing and customer experience. Steve has also had 6 successful startups and built Customer Service organizations from the ground up. Steve holds a degree in Business, Informations Systems from University of Massachusetts Lowell.
Contact Center Pipeline
President of Pipeline Publishing Group, a boutique publisher of Customer Service / Contact Center industry books, magazines and web content. We are the publisher of Contact Center Pipeline, an industry magazine focused on the specific needs and challenges of the Contact Center industry -- issue #1 was published in March of 2009.
For more information, visit www.contactcenterpipeline.com
Aerotek is a leading recruiting firm providing technical, professional, and industrial recruiting and staffing services. Aerotek has a long history of customized recruiting and placement solutions that continually place the best candidates at all levels of skill and expertise.
Vice President, Business Development
As VP of Business Development, Lafayette Moran brings more than 19 years of call center experience to Advensus. Lafayette has an entrepreneurial spirit, and prior to joining Advensus he ran a successful contact center consulting company for five years where he helped third party providers build their client base by providing the right solutions to the right clients with competitive pricing.
Lafayette has helped companies in many verticals achieve operational success by leading them to the right service provider for their business. He has worked in a broad range of verticals, including: financial services, medical, pharmaceutical, telecom, energy, education, insurance, and franchises.
Before Lafayette established his own consulting company he was the Director of Global Call Center Services at a direct marketing company. During that time Lafayette created and implemented a strategy to outsource all call center associated task, including quality assurance, collections, customer service, and sales to third party off-shore and near-shore suppliers.
Lafayette was employed with Capital One Financial Services for a period of ten years where he served as a Senior Strategic Sourcing Manager and Corporate Trainer, during that time he developed a rich background in contact center services and outsourcing. Capital One provided Lafayette with the experience and exposure to develop and manage third party call center vendors in Jamaica, India, Barbados, Canada, and the United States. While at Capital One Lafayette also lived abroad to support and achieve some of Capital One’s strategic goals.
Lafayette’s goal at Advensus is help companies realize their full potential by providing a best in class service at competitive pricing in a great environment.