Here’s who you can expect to chat with:
Built on a foundation of unique expertise in science, compliance and consumer affairs, CJ changed the game when she formed Stafford Communications in 1995. The first to integrate customer service, quality & compliance consulting services and marketing – all complementary yet previously siloed functions – she is leading the way, as Stafford shakes up how pharmaceutical, food and cosmetics companies approach customer care.
A well-known, non-conventional industry leader and past president of the NY Metro SOCAP Chapter, CJ spends most of her time consulting with clients across North America while building and operating a contact center that focuses on high-end service. She is personally involved with all project planning and program implementation – as well as strategy and operations for the company.
Serving as the de facto Secretary of State, Ken represents Stafford Communications – and its unique expertise – to the outside world. In addition to helping companies optimize their customers’ experiences, he helps drive the client and customer service strategy at Stafford.
Ken has more than 30 years’ experience in contact center sales, marketing and global account management. He has recruited and managed relationships with dozens of well-known domestic and international pharmaceutical, consumer packaged goods and consumer electronics clients. Known for his diplomacy and enthusiastic business approach, Ken is driven by one mission – delivering the very best customer care.
Adina joined Stafford Communications in 2018 as an Account Manager for leading food industry brands, globally. She is a strategic partner, providing daily hands-on service to her client’s contact center needs.
Since starting her career at a major global consumer goods company, Adina has over 20 years of experience delivering contact center digital, and technology solutions as well as reporting. She led global business design sessions, while providing guidance throughout development. Prior this role, she held various positions within the department.
Adina has been an active SOCAP member for over eleven years and served as 2016’s SOCAP Education Committee Chair. Adina also loves planning the next big family vacation. If you had a great vacation experience, she’ll want to hear about it!
Monday, October 21 • 3:15 pm–4:15 pm
Cracking the Code With Your Business Partner
When we consider our outsourcing relationships, we need to overcome the perceived conflicts:
- Are the intentions and goals of my outsourcer the same as mine?
- Are my customers and business their priorities?
- Can they care as much as we do?
In this session, we will discuss the importance of communication, transparency, delivery of service and what it really means to support each other. Our four panelists all share the unique experience of having worked for brands and business partners and can provide insight to alleviating some of the stress that can come along with a dysfunctional vendor relationship and how to make the relationship work for both partners.