Live Online Course: Social Customer Care Certificate Program

Aug 19, 2014 01:00pm -
Sep 11, 2014 02:00pm

Event Type: OLD Education
Category: OLD Educational Program

Speaker Information

Social Customer Care Certificate Program - Presenters

Tuesday, August 19, 2014
1-2pm ET | 12-1pm CT
Supporting Your Social Media Operations: Staffing and Structure - Part I 

Matt Hames

Social Media Manager

Omaha Steaks

Matt Hames heads social strategy at Omaha Steaks and is a key advocate for the company’s content marketing efforts. Under Matt’s direction, Omaha Steaks has continued to grow and deepen relationships with their social community by developing engaging and valuable content that helps people do great things in the kitchen or on the grill. 

Jamie Holmes

Consumer Services Manager

Omaha Steaks

Jamie Holmes joined the Omaha Steaks team in 1998.  Jamie began her career with the company in the Direct Sales and since then has held numerous roles within the organization.  Jamie is currently the Consumer Services Manager overseeing the Customer Service, Order Processing and the Quality Assurance teams.   She holds a Bachelor’s Degree in Arts and Science from the University of Nebraska-Omaha.  She also accomplished her Masters in Management from Bellevue University.  Jamie has been involved in the service industry most of her career and has been an active member of SOCAP since 2005.  Jamie is the current Past President of the SOCAP Heartland Chapter.

Twitter Handle: @omahasteaksjami


Thursday, August 21, 2014
1-2pm ET | 12-1pm CT
Supporting Your Social Media Operations: Finding (and Keeping) your Social Superstars - Part II 

Anne McGraw

Senior Manager, Customer Experience


Anne McGraw joined Nissan in 2011 and has since launched the organization’s first social customer care department, handling moderation and customer engagement for both Nissan and Infiniti customers with a focus on using social intelligence to rapidly improve products and processes. She has 15 years experience in digital marketing and advertising for brands such as Porsche, General Motors, and Cox Communications and lives in Nashville, TN with her husband and two young daughters.

Twitter Handle: @abmcgraw


Tuesday, August 26, 2014
1-2pm ET | 12-1pm CT
Public vs. Private Online Conversations with Customers

Dana Mowrey

Manager, Guest Relations and Customer Service

Hyatt Hotels and Resorts

As the Guest Relations and Customer Service manager, I am tasked with providing guests with a resolution for any customer care issues.  I work closely with our President’s office, Legal, Public Relations, and our corporate office.  I also manage our day to day social media activities, which include Twitter, Facebook, Instagram, YouTube, hotel reviews, and various social media blogs. 

Heather Maynard

Hotel and Brand Manager

Hyatt Hotels and Resorts

As Social Media Project Manager, I've had the opportunity to build, from the ground up, a world class and globally recognized social team.  Placed within the customer contact center and under my direction I have shown business results, pushed development, growth, and social innovation with a customer service strategy.  

I'm responsible for helping lead, support and evolve Hyatt's social strategy at the contact center — from developing our customer control room to broader communication and customer service strategies.  Notably, building our social Control Room including processes and protocol. Through strategy, training, and performance management, I developed a framework and measurable process that has integrated social into our customer service operations.


Thursday, September 4, 2014
1-2pm ET | 12-1pm CT
The Channel-Agnostic Landscape of Customer Care (Branded Communications and Trust) 

Jeannie Walters

CEO & Chief Customer Experience Investigator


Jeannie Walters is the CEO of 360Connext, a global Customer Experience consulting firm. Her trademarked process, called Customer Experience Investigation™, has helped companies improve customer experience for 16 years. 

Jeannie is a charter member, and the Chicagoland Ambassador for, the Customer Experience Professionals Association, an editorial team member for Social Media Club, and a TEDx speaker.

To learn more about improving customer experience, read her publications on InsideCXM, iMedia Connection, Social Media Today, and

Jeannie is delighted to participate in the program again, and hoping to connect with you after the session. Find her on Twitter: @jeanniecw.

Twitter Handle: @jeanniecw


Tuesday, September 9, 2014
1-2pm ET | 12-1pm CT
Integrating Social Media Into Your Consumer Contact Strategy 

Carla Kochalski

Manager, Social Media Insights & Digital Consumer Strategy

Capital One

Carla Saavedra Kochalski leads the Social Media Insights and Care Team at Capital One, where she is responsible for building out the bank’s enterprise social customer listening and servicing strategies, including @AskCapitalOne. Her team supports the enterprise in executing social listening, risk mitigation and care efforts with partners across the business. Prior to joining Capital One, Carla was at Samsung Mobile USA, where she launched their first social servicing and listening team in 2010, turning it into a large-scale team that served more than 31 million fans and followers on social. In her spare time, she enjoys tweeting about social, technological and fashion innovation at @CarlaSaavedra.

Twitter Handle: @CarlaSaavedra

Ashley Reedinger

Unit Manager, Social Media Servicing

Capital One

Ashley Reedinger leads the Social Care team at Capital One.  She is responsible for creating customer advocacy over Capital One’s social media channels and sharing consumer feedback internally to stakeholders across the enterprise. Her team began providing customer support in 2010 via @AskCapitalOne on Twitter, and has since expanded to cover multiple fan pages for Capital One across various social media sites. Ashley has worked in the financial industry for nine years, with a focus on customer experience. She is a graduate of the University of Virginia and an avid college sports enthusiast.


Thursday, September 11, 2014
1-2pm ET | 12-1pm CT
Customer Feedback for Product Improvement 

David Kastendick

Social Customer Care Delivery Manager


David has been working in the customer care field for over 10 years. A customer advocate and realist, David always looks for win-win opportunities between business and customer needs.  He is currently managing a team of Support Product Managers who focus on the end-to-end support experience of Adobe’s customers across web, social and traditional channels. David resides in the Portland metro area with his wife and two incredible children.

Twitter Handle: @DavidKastendick


Tuesday, September 16, 2014
1-2pm ET | 12-1pm CT
Using Social Media for Handling a Crisis 

LaSonjia McGinnis-Solomon

Ford Customer Service Division Social Media

Ford Motor Company

LaSonjia McGinnis-Solomon is a Marketing and Sales professional at Ford Motor Company with over 19 years’ experience.  She has held various positions ranging from managing the vehicle wholesale and marketing strategy for Ford’s dealer network to running call center operations.  In her current position, she successfully manages the social media team that handles customer service issues.  Under her leadership, engagements have increased by almost 10%.  The team has also been recently recognized as having best in class social media response time by and ranked #2 in overall service satisfaction by JD Power.

LaSonjia is married with 3 children.  She enjoys spending time with family, reading and is active in her community.

Mont Wright

Customer Satisfaction Manager

Ford Motor Company

Customer Satisfaction Manager at Ford Motor Company - 29 years

Responsible for Ford Motor Company's satisfaction programs 


Customer and Lincoln Loyalty

Roadside Assistance

Transportation Assistance

Re-acquired Vehicles

Dispute Resolution

Business Assistance Center

In-Vehicle Technology Center

6-Sigma Black Belt

Enjoys watching and playing sports

3 children and a contributing member to CWEALTH (Children With 

Education Are Leaving Home)

Active in the community including support for Special Olympics, 

Youth Groups and Scouting