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5th ANNUAL STEVIE AWARDS
US$10.00 5th ANNUAL STEVIE AWARDS ® FOR SALES & CUSTOMER SERVICE Awards Dinner and Ceremonies Monday, February 21, 2011 Eden Roc Renaissance Hotel Miami Beach, Florida SPONSORS BENEFICIARY Changing the Game for Sales Professionals Proudlyin to aga named Power’s Selling Best “50 nies to Compa For” Sell Take your prospecting to the next level with Infogroup’s innovative sales intelligence solutions. Change your selling game today! Visit us online at infogroup.com Powerful prospecting doesn’t spring from random phone calls or one-time meetings. It comes from targeting the right prospects, understanding their needs, and reaching them in the right place at the right time. Infogroup has the sales solutions you need to transform your prospecting into profitable customer relationships. With our targeted business and consumer data, real-time intelligence, and highly personalized selling tools, you can focus your efforts on the best opportunities. The result? Greater revenue and improved sale productivity. Exclusively from Infogroup, OneSource iSell and Salesgenie deliver: • An automated feed of the hottest prospects • Sales triggers such as new funding, executive changes and office moves • In-depth business profiles so you can quickly reach the right person • Customized solutions for local, regional or national prospecting ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Welcome to the 5th annual Stevie® Awards for Sales & Customer Service. Entries were up 60% this year for consideration in more than 90 categories. Several new categories were added this year, including 12 categories to recognize new products and services for sales, contact/call center, and sales professionals as well as seven categories to recognize the achievements of solution providers to these professionals. It was harder than ever to be recognized as a Finalist — only 35% of entries submitted earned Finalist status. Members of the Awards’ Board of Distinguished Judges & Advisors determined Stevie Award winners from among the Finalists during final judging earlier this month. Finalists were determined in preliminary judging that was conducted in December and January by business professionals around the world. Their averages scores determined the Finalists. All judges are acknowledged in this program. More than 150,000 votes were cast by the general public worldwide in this year’s People’s Choice Stevie Awards for Favorite Customer ServiceSM, and the winners in the eight categories included in that process will also be honored this evening. We organize three other business competitions in addition to the Stevies for Sales & Customer Service. You can learn all about our programs at www.stevieawards.com. Thank you for participating in the 5th annual Stevie Awards for Sales & Customer Service, and for joining us this evening. Best wishes for continued success! Cordially, Michael Gallagher President, The Stevie Awards Program Contents Board of Distinguished Judges & Advisors 3 Preliminary Judges 5 Finalists in Order of Presentation 7 1 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ The Board of Distinguished Judges & Advisors The following professionals participated in final judging of the 5th annual Stevie® Awards for Sales & Customer Service. Their average scores determined the Stevie Award winners. Craig Adams, Director of Product Management and Product Marketing, Akamai Technologies Dion Adamson, Chief of Recruiting Operations, U.S. Air National Guard Johnny Anderson, VP-Sales, Bulldog Solutions Scott Anschuetz, CEO, Visualize-Inc Damian Artt, Senior VP-Worldwide Sales and Services, Wind River Michael Biondo, VP-Customer Operations, Thumbplay Bob Botelle, Executive VP — Merchant Services & Chief Customer Officer, Litle & Co. James Brodo, Senior VP-Marketing, Richardson John Burchett, CRM Product Manager, Microsoft Kieran Callaghan, VP-Direct Sales, Dish Network Ana Castellanos, VP-Human Resources, Oakwood Temporary Housing Kendall Collins, Senior VP-Marketing, Salesforce.com Bob Conlin, VP-Marketing & Business Development, Accero Dominick Crea, President & CEO, The PSP Group Andrew Curtis, Director of Customer Service, iCIMS John Cushman, Vice President, AT&T eSales & Service David Cuthbert, CEO, Alteva Leah Daniels, Manager of Business Development, Zoom Information, Inc. Dan Dapper, VP of Worldwide Sales & Operations, Right Hemisphere Brent Dierking, Director of Business Development, NorthStar EMS Kevin Dominque, VP-Customer Services, TRUMPF Inc. Mark Dunn, VP-Services, The Cobalt Group Jessica Eker, VP, Global Life Sciences Practice, TransPerfect Ron Essig, VP-Global Owner Products & Services, Marriott Vacation Club International Paul Everett, Senior VP-Customer Service, Ceridian Phil Fernandez, President & CEO, Marketo Mike Garcia, Support Engineer, Crossroads Systems Gina Giordano, VP-Customer Feedback, Macy’s Jeff Grill, VP-Marketing, Mimeo.com Sean Harkleroad, Director of Customer Care, SurePayroll Chris Harrington, VP Americas Enterprise & Omniture Channel Sales, Adobe Systems Lauren Harris, Executive VP-Sales, Credit Solutions Michael Haske, VP-Sales & Marketing, Paylocity Swayne Hill, CEO, Cloud9 Analytics Paul Hoffman, President of Worldwide Field Operations, Informatica Corporation Razi Imam, President & CEO, Landslide Corporation Robert Jeppsen, Senior VP-Commercial Sales, Zions Bank Hugh Johnson, Director of Sales, TELUS Corporation David Johnston, President, Sales Resource Group Fred Kessler, President, Sales Partnerships, Inc. Suzanne King, Director of Sales Operations, XO Communications Janet LeBlanc, President, Janet LeBlanc + Associates John Leishman, CEO, Geeks on the Way Howard L. Lewis, President, Family Heritage Life Insurance Company of America Shane Lewis, Assistant VP of Sales, Sundance Vacations Jim Manetta, VP-Network Operations Center, PAETEC Terry Markwart, Director, Special Account Sales, Canon U.S.A. Inc. Diego Mazzone, President, BrainSell Research, Consulting and Education Ellie Mondini, VP-Sales Operations, Broadview Networks Bridget Moscatello, VP-Customer Care, Empire Today Jennifer Mullins, Business Systems Analyst, ADTRAN, Inc. James Nagle, VP-Card Services, Kohl’s Department Stores Chino Nakagome, CEO, Moon Cake Limited Kevin Obarski, VP-Americas, TransPerfect Translations Maria Pergolino, Senior Manager, Inbound Marketing, Marketo Jo Phillips, Assistant VP-Operations Quality Assurance & Compliance, Marsh U.S. Consumer Jacque Plair, Director of Global Customer Care, Global IT, IHG Janine Popick, CEO, VerticalResponse Keith Rosen, CEO, Profit Builders Melanie Rosenow, Director of Customer Support, Dice Holdings Inc. Raul Ruiz, Director-Operations Center, Virtual Radiologic Anita Samojednik, Director of Customer Service, TheLadders.com Isaac Sananes, CEO/President, Canadian Premier Life Insurance/ Aegon Direct Marketing Services Jeffrey B. Seeley, CEO, Carew International Inc. Ansa Sekharan, Senior VP-Customer Support, Informatica Corporation Vin Seunath, Director of Training and Professional Development, SMART Technologies Paula Shannon, Senior VP & Chief Sales Officer, Lionbridge Gary Sherwood, Sales Manager, AOL-Platform A Peter Smith, Co-CEO, SDL Language Services Reggie Smith, Division Manager, Genentech Mitch Sobocinski, National Account Manager, DHL Express Carolyn Sparano, Vice President of Client Services, Bronto Software Alec Stern, VP-Strategic Market Development, Constant Contact Howard Stevens, CEO, The HR Chally Group David Szen, VP-Sales Training & Development, Valpak Ty Swain, CEO, Growth Dynamics Chris Tepas, Chief Marketing Officer, EMKAY Incorporated Julie Thomas, President & CEO, ValueSelling Associates William Thorla, Senior Vice President, The Golden 1 Credit Union Chris Timmer, Senior VP-Sales & Marketing, LeanLogistics, Inc. Brian Weinberger, VP-National Sales, Infinity info Systems Virginia Lee Williams, VP-Global Sales Operations, Broadcast Communications Division, Harris Corporation Ellen Wilsker, VP-Sales, Richardson Tate Wilson, Customer Relations Manager, Libbey Inc. Jeff York, Chief Sales Officer, Paycom 3 S I N O I T A M R O INF – R E W PGETOYOURS HERE More than 35 Talk Shows From Business & Finance to Travel & Computers From Wall Street & Corporate Boardrooms to Dining and Home & Garden www.businesstalkradio.net ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Preliminary Judges The following professionals participated in preliminary-round judging of the 5th annual Stevie® Awards for Sales & Customer Service from November 2010 to January 2011. Their average scores determined the Finalists in the sales awards, call center awards, and customer service awards categories. Cheryl Alaniz, Director, Member Services, Topco Associates LLC, Skokie, IL John D. Allen, President/CEO, Allen Worldwide Solutions Ltd, St. Thomas, ON Canada Jane Blackwell, Community Outreach Manager, High Point Bank & Trust, High, Point, NC Jeffrey Brooks, Senior Manager, Support Services, Peak 10, Charlotte, NC Dawn Collier, Customer Service Manager, Sunco Carriers, Lakeland, FL Patricia Cotter, VP Worldwide Operations, Netezza Corporation, Marlborough, MA Derek Cunningham, VP-Sales, DAXKO, Birmingham, AL Jan Delory, President, Sales Vantage Point, Raleigh, NC James Donovan, VP/General Manager, National Inside Sales, Cbeyond, Atlanta, GA Carolyn K Edwards, Communications Consultant, London, United Kingdom David Figueroa, Adoption Analyst, eSales & Service, AT&T, Bothell, WA Heisha Freeman, VP, Client Development, Quantum Relocation Services, Dallas, TX Michael Gerard, VP, Sales Advisory Practice, IDC, Framingham, MA Steve Gershik, Chief Marketing Officer, The Brand, Art & Technology Studio, Beachwood, OH Jaki Glenn, Regional Senior Sales Representative, Taleo Learn, Taleo, Belton, SC Bob Gooderl, Associate VP-Client Services, Symetra Financial, Bellevue, WA Shane Hallen, Regional Vice President, Sales, PAETEC, Plymouth Meeting, PA Joshua Harris, Senior Director, Program Sales, Direct Alliance Corporation, Tempe, AZ Bill Hicks, Director of Business Development, The Sales Management Association, Atlanta, GA Marie Holliday, EFT-ADV, MAAMET, President, EFT Spain, Murcia, Spain Dustin Johnson, Vice President of Sales Operations, Market Force Information, Norcross, GA Amanda Kendall, VP of Customer Exeprience, Unionbay Sportswear, Kent, WA Patti LaChapelle, Manager, Training and Development, Marriott International, Bethesda, MD Rebecca Lane, President, Epitome Health and Beauty Ltd, Hertfordshire, United Kingdom Seleste Lunsford, Executive Consultant, Sales Performance, AchieveGlobal, Tampa, FL Robyn McNeely, Continuous Improvement Coordinator, CIGNA Government Services, Nashville, TN Sharon Metzung, Publications & Graphics Manager, Lake Metroparks, Concord Township, OH Jay Mitchell, Managing Director, Motum, LLC, Irving, TX Alan Moak, VP & COO, Assurant Solutions, Atlanta, GA Sean Murphy, Executive VP-eCommerce, CustomInk, McLean, VA Reghunath Nair, Training Manager, Oman Insurance Company (PSC), Dubai, United Arab Emirates Adam Patenaude, General Manager, Aloft Hotels, San Antonio, TX Summer Poletti, Director of Client Relations, Payroll Tax Management, Inc., Santa Ana, CA Matt Popinski, Director of Support Services, DAXKO, Birmingham, AL Frank Powell, Marketing Director, PetRays, The Woodlands, TX Bridgette Ridgeway, President & CEO, TaylorField, Brown Deer, WI Peter Rifkind, Director of Client Service, UltraLinq Healthcare Solutions, Inc., New York, NY Shannon Russell, Compliance Manager, Seattle Pacific Industries/Unionbay Sportswear, Kent, WA Scott Sachs, Senior Director, Call Center Operations, Assurant, Wayne, PA Stu Schlackman, Owner, Competitive Excellence, Richardson, TX Kristina Schwende, Owner/Program Developer, Sabre Business Skills, Richmond, BC Canada Ansa Sekharan, Senior VP, Global Customer Support, Informatica Corp., Redwood City, CA Randy Selleck, Senior Director, Call Center Operations, Assurant Solutions, Atlanta, GA Paula Sellergren, Director of Marketing, Mather LifeWays, Evanston, IL Donnovan Simon, Director, Sales Support, SMART Technologies, Calgary, AB Canada Alexsis Stephens, Human Resources Manager, Assurant Solutions, Lawton, OK Ralph Stewart, Marketing Director, Maintenance Connection Inc., Davis, CA David Stuart, Customer Support Manager, Halogen Software, Ottawa, ON Canada Janice Sutherland, Head of UK Sales Contact Centres, Bank of Ireland, Bristol, United Kingdom Christopher Tepas, Chief Marketing Officer, EMKAY, Itasca, IL Linda Varrell, President, Broadreach Public Relations, Yarmouth, ME Sundy Visbal, Director of Digital Strategy, Womenetics, LLC, Decatur, GA Julia Zamorska, VP of Corporate Communications, iolo technologies, Los Angeles, CA 5 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Stevie Awards For Sales & Customer Service Finalists ® VerticalResponse, San Francisco, CA: VerticalResponse — Making Email Marketing Easy for Small Businesses Watermark Retirement Communities, Tucson, AZ: Thrive 365 Calendar NEW PRODUCT & SERVICE CATEGORIES Collaboration Solution — New Direct Alliance, Tempe, AZ: TeleTech Collaboration Solution — Saves $1M and Improves Client CSAT by 34% Relationship Management Solution — New Moxie Software, Mountain View, CA: Moxie Customer Community Abu Dhabi Finance pjsc, Abu Dhabi, United Arab Emirates: Abu Dhabi Finance Relationship Management Solution — The Mortgage Companion Direct Alliance, Tempe, AZ: Cisco and TeleTech deliver one of the most complete Contact Centers in the Cloud — The Customer Interaction Cloud (CIC) SilkRoad technology, Winston-Salem, NC: SilkRoad technology’s New Product Helps at the “HeartBeat” of Organizations PetRays Veterinary Telemedicine Consultants, The Woodlands, TX: PetRays — Collaborative Solution with APCC salesforce.com, San Francisco, CA: Salesforce.com Chatter Toshiba America Business Solutions Inc., Irvine, CA: Toshiba eXCHANGE Virtual Radiologic, Eden Prairie, MN: vRad Results — Mobile and Internet Radiology Results SOLUTION PROVIDER CATEGORIES Contact Center Solution — New Version Sales Consulting Practice of the Year American Support, Chapel Hill, NC: American Support: Cable Industry contact center solution reduces costs and enables jobs to be brought back to America Barry Rhein & Associates, Los Gatos, CA Sales Training Practice of the Year Contact Center Solution — New or New Version Barry Rhein & Associates, Los Gatos, CA Richardson, Philadelphia, PA The Brooks Group, Greensboro, NC salesforce.com, San Francisco, CA: Salesforce.com Service Cloud IVR or Web Service Solution — New Sales Outsourcing Provider of the Year Litle & Co, Lowell, MA: Litle Vault: Protecting Customers by Protecting Their Customers’ Card Data Direct Alliance, Tempe, AZ Sales Partnerships, Inc., Westminster, CO PetRays Veterinary Telemedicine Consultants, The Woodlands, TX: PetRays New Service — Web Services Customer Service or Call Center Consulting Practice of the Year Portugal Telecom, Lisbon, Portugal: PT Cliente American Support, Chapel Hill, NC Confero, Inc., Cary, NC Model Metrics, Chicago, IL Marketing Solution — New Bulldog Solutions, Inc., Austin, TX: Third-Party Data Integration Enables Faster, More Effective Lead Follow-up Marketo, San Mateo, CA: Marketo’s Revenue Cycle Analytics Customer Service or Call Center Training Practice of the Year Turk Economy Bank, Istanbul, Turkey: TEB SME CLUB LivePerson, New York, NY USANA Health Sciences, Inc., West Valley, UT: USANA Health Sciences’ Health and Freedom Solution Sales & Customer Service Solutions Technology Partner of the Year Marketing Solution — New Version Ability Commerce, Delray Beach, FL Cloud9 Analytics, Redwood City, CA Jigsaw, San Mateo, CA SpeechCycle, New York, NY TeleTech, Englewood, CO Aprimo, Indianapolis, IN: Aprimo Marketing Studio® On Demand Ifbyphone, Skokie, IL: Show Me the Money: Understand the Substance of Your Marketing Sources 7 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ SALES INDIVIDUAL CATEGORIES Sales Director of the Year — Computer Software or Telecommunications sponsored by iolo technologies, Los Angeles, CA: Katharine Coble, Director of Channel Sales Everything Everywhere — Customer Operations (T-Mobile and Orange), Darlington, United Kingdom: Diane Monaghan, Director of Campaigns PAETEC Holding Corp., Fairport, NY: Shane Hallen, Regional Vice President, Mid-Atlantic Sales Global Sales Leader of the Year JCPenney, Plano, TX: Myron E. Mike” Ullman, III, Chairman & CEO Lands’ End, Inc., Dodgeville, WI: Nick Coe, President LL Bean, Inc., Freeport, ME: Chris McCormick, President & CEO ■ ■ Sales Director of the Year — All Other Industries AOL, Denver, CO: Brian McMahon, Director of Business Development CityGrid Media LLC, West Hollywood, CA: Aaron Bush, Senior Direct of Business Development CityGrid Media LLC, West Hollywood, CA: Neil Salvage, Executive Vice President, Advertising imagistic, Westlake Village, CA: Michael Weiss, Sales Director Kia Motors, Walsall, United Kingdom: Michael Cole, UK Managing Director Merck Chemicals (Shanghai) Co. Ltd., Shanghai, China: Richard Yao, Business Director Zappos.com, Las Vegas, NV: Aaron Magness, Director, Brand Marketing & Business Development Mazda Motor Europe, Irvine, CA: Simon Monks, Manager — International Corporate Sales Worldwide VP of Sales of the Year Marketo, San Mateo, CA: Bill Binch, VP Sales and Customer Success Network Solutions, Herndon, VA: Harry Lalor, Vice President of Partner Sales and Marketing Rosetta Stone, Arlington, VA: Pete Rumpel, Vice President, Institutional Sales and Marketing National VP of Sales of the Year Cbeyond, Atlanta, GA: Jim Donovan, VP of National Sales Sales Education Leader of the Year GlassHouse Technologies, Framingham MA: Rick Cameron, VP of Sales SunTrust Bank, Atlanta, GA: Mary Slaughter, Chief Learning Officer Kraton Polymers, Houston, TX: Gayle Tomkinson, Marketing Services Director Harvard Pilgrim Health Care, Wellesley, MA: Vincent Capozzi, Senior VP of Sales and Customer Service Overstock.com, Salt Lake City, UT: Stormy Simon, SVP, Marketing & Customer Care QVC, Inc., West Chester, PA: Dan McDermott, Senior Vice President, Customer Services Sales Training Manager of the Year Paycom Payroll LLC, Oklahoma City, OK: Stacey Pezold, Sales Trainer National Accounts Manager of the Year Sales Representative of the Year Infogroup, Omaha, NE: Bob Toth, Vice President of Sales Infogroup, Omaha, NE: Jamie Crager, Account Director Infogroup, Omaha, NE: Pankaj Mathur, Vice President of Business Development iolo technologies, Los Angeles, CA: Marina Totalca, Channel Sales Executive Marsh US Consumer, Urbandale, IA: Dennis Mulligan, National Sales Leader Marsh US Consumer, Urbandale, IA: Frank Cella Sales Partnerships, Inc., Westminster, CO: Paul Murphy, Director of Business Development T-Mobile, Doxford, United Kingdom: Michael Potts, Business2Business (B2B) Outbound Sales Advisor Walker Advertising Inc, San Pedro, CA: Mary Lou Potter, Senior Account Manager Walker Advertising Inc, San Pedro, CA: Greg Genson, Senior Account Manager Regional Manager of the Year Michael Page International, Stamford, CT: Oliver Watson, Regional Managing Director Relevate, Springfield, VA: Kelly Idol, Regional Sales Director 9 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ SALES INDIVIDUAL CATEGORIES — Continued Online Sales Team of the Year Presentation of the 2011 ValueSelling Associates Award for Transformational Leadership to Les Trachtman, COO of Force3 Direct Alliance, Tempe, AZ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ T-Mobile, Doxford & Merthyr Tydfil, United Kingdom Sales Support Team of the Year Marsh US Consumer, Urbandale, IA SMART Technologies, Calgary, AB Canada Sales Operations Leader of the Year SALES ACHIEVEMENT CATEGORIES sponsored by CRM Implementation & User Adoption Program of the Year Oakwood Temporary Housing, Los Angeles, CA: Ken Revenaugh, Vice President, Sales Operations Cloud9 Analytics, Redwood City, CA: Avaya’s Implementation of Cloud9 Analytics SuiteAmerica Corporate Housing, El Dorado Hills, CA: Michelle Breazell, National Sales Support Manager One Financial, London, United Kingdom: One Financial’s Implementation of SugarCRM salesforce.com, San Francisco, CA: Prudential Financial’s Implementation of salesforce.com SALES TEAM CATEGORIES Demand Generation Program of the Year Global Sales Team of the Year Bulldog Solutions, Inc., Austin, TX: Virtual Conference “Change the Game” for Motorola Marriott Vacation Club, Orlando, FL Rosetta Stone, Arlington, VA PetRays Veterinary Telemedicine Consultants, The Woodlands, TX: PetRays Demand Generation Program National Sales Team of the Year SMART Technologies, Calgary, AB Canada: SMART Technologies Telesales Administration Team Cbeyond, Atlanta, GA Marriott Vacation Club, Orlando, FL Sales Partnerships, Inc., Westminster, CO SurePayroll, Glenview, IL T-Mobile, Doxford, United Kingdom: B2B Outbound Sales Team Underground Elephant, San Diego, CA Sales Lead Management System of the Year Merchant Warehouse, Boston, MA Sales Process of the Year Infoblox Inc., Santa Clara, CA PetRays Veterinary Telemedicine Consultants, The Woodlands, TX Government Sales Team of the Year Sales Training or Coaching Program of the Year Direct Alliance, Tempe, AZ US Postal Service Business Alliances, Southeastern, PA eCornell, Ithaca, NY: eCornell “Sales Boot Camp” and “Qualify Sales Training” Telesales Team of the Year Family Heritage Life Insurance Company of America, Cleveland, OH Direct Alliance, Tempe, AZ MD On-Line, Inc., Parsippany, NJ Salesify, Inc., Sunnyvale, CA SurePayroll, Glenview, IL T-Mobile, Merthyr Tydfil, United Kingdom VerticalResponse, San Francisco, CA USA Kraton Polymers, Houston, TX: Kraton Polymers, ValueSelling Framework Training Program 13 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Sales Department of the Year — Healthcare, Pharmaceuticals, and Related Industries SALES TEAM CATEGORIES — Continued Sales Training or Coaching Program of the Year— Continued Aetna, Hartford, CT Marriott Vacation Club, Orlando, FL: SalesManShip training initiative for the 2010 launch of the Marriott Vacation Club Destinations program Companion Global Healthcare, Inc., Columbia, SC Harvard Pilgrim Health Care, Wellesley, MA Newell Rubbermaid, Atlanta, GA: Building World-Class Sales Capabilities at Newell Rubbermaid PetRays Veterinary Telemedicine Consultants, The Woodlands, TX Oakwood Temporary Housing, Los Angeles, CA: Oakwood Temporary Housing Sales Coaching Program Teva Neuroscience, Inc. Kansas City, MO Sales Incentive Program of the Year Sales Department of the Year — Hospitality & Tourism CLEARLINK, Salt Lake City, UT Marriott Vacation Club, Orlando, FL Warner Chilcott, Rockaway, NJ Priceline, Norwalk, CT SALES DEPARTMENT CATEGORIES Sundance Vacations, Wilkes Barre, PA Sales Department of the Year — Media & Entertainment sponsored by Rand McNally, Skokie, IL Sales Department of the Year — Computer Software Sales Department of the Year — Services Cvent, McLean, VA AFLAC, Columbus, GA MEDSEEK, Birmingham, AL Florida Power & Light Company, Juno Beach, FL SignUp4, LLC, Atlanta, GA GBR Direct, London, United Kingdom TomTom, Concord, MA Salesify, Inc., Sunnyvale, CA Sales Department of the Year — Computer Hardware UPS, Atlanta, GA Apple, Cupertino, CA Sales Department of the Year — All Other Industries EMC, Hopkinton, MA Overstock.com, Salt Lake City, UT L-com Inc., North Andover, MA Simonton Windows, Parkersburg, WV Research in Motion, Waterloo, ON Canada Starbucks, Seattle, WA Sales Department of the Year — Financial Services Trader Joe’s, Monrovia, CA Allianz Group, Munich, Germany Bank of America, Charlotte, NC CUSTOMER SERVICE & CONTACT CENTER INDIVIDUAL CATEGORIES BNY Mellon, Philadelphia, PA Merrill DataSite, New York, NY Rothstein Kass, Roseland, NJ Front-Line Customer Service Professional of the Year Sun Life Financial, Toronto, ON Canada SuiteAmerica Corporate Housing, El Dorado Hills, CA: Julie Mammini, Personal Transition Services Director SurePayroll, Glenview, IL Transamerica Retirement Services, San Francisco, CA Young Customer Service Professional of the Year Tri State Financial, Wilkes-Barre, PA Marsh U.S. Consumer, Urbandale, IA: Karen Peterson, Program Specialist Wells Fargo, San Francisco, CA 15 ■ MARK YOUR CALENDAR With these important dates for the 2012 (6th annual) ® Stevie Awards for Sales & Customer Service. July 2011 Call for entries issued October 12 Early-bird entry deadline — entry fees discounted November 18 Final entry deadline November – January Preliminary judging January 10 2012 Last day late entries will be accepted with payment of $35 late fee per entry January 18 Finalists notified January – February Final judging February 27 Awards dinner in Miami Beach, Florida Follow the Stevie Awards at www.stevieawards.com/, blog.stevieawards.com, and at ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ CUSTOMER SERVICE & CONTACT CENTER INDIVIDUAL CATEGORIES — Continued CUSTOMER SERVICE & CONTACT CENTER TEAM CATEGORIES Customer Service Manager of the Year Customer Service Team of the Year — Recovery Situation Competence Call Center AG, Headquarters, Vienna, Austria: Evren Erbasol, Call Center Manager, CCC Istanbul CIGNA Government Services, Nashville, TN IHG, Salt Lake City, UT Information Builders, New York, NY: Keyla Serrano, Senior Manager, Premium Support Team Customer Service Complaints Team of the Year IHG, Salt Lake City, UT Orange, North Tyneside, United Kingdom: Lesleyanne Maughan, Head of In-Life Front-Line Customer Service Team of the Year — Computer Services or Software Peak 10, Charlotte, NC: Jeffrey Brooks, Senior Manager for Support Services MD On-Line, Inc., Parsippany, NJ T-Mobile, Greenock, United Kingdom: Karla Cagney, Business Account Support Operations Manager Peak 10, Charlotte, NC Xiotech, Colorado Springs, CO: Derek Brawdy, Service Program Manager Halogen Software, Ottawa, ON Canada Customer Service Leader of the Year Volusion, Inc., Austin, TX Assurant Solutions, Lawton, OK: Mark Davis, VP of Contact Center Operations Front-Line Customer Service Team of the Year — All Other Industries Capital One Financial Corporation, McLean, VA: Heather Cox, Senior Vice President — US Card Customer Operations Capital One Financial Corporation, McLean, VA SCI Marketview, Toronto, ON Canada Comcast, Philadelphia, PA Ceridian Corporation, Minneapolis, MN: Paul Everett, Senior Vice President of Customer Service, Ceridian HR/Payroll EMKAY, Itasca, IL Mondial Assistance, Richmond, VA Marsh U.S. Consumer, Urbandale, IA: Ryan Wynne, Operations Manager I PSAV Presentation Services, Long Beach, CA Overstock.com, Salt Lake City, UT: Stormy Simon, Senior VP of Marketing and Customer Care VerticalResponse, San Francisco, CA SMART Technologies, Calgary, AB Canada Wheels, Inc., Des Plaines, IL TATA Motors Ltd, India: Shridhar Joshi, Head Customer Service Back Office Customer Service Team of the Year Telecom Italia SPA, Rome, Italy: Roberto Brancati, Head of the Consumer Sales for Fixed Customer Operations Accenture BPO Services of BC, Vancouver, BC Canada: Accenture’s Back-Office Team (Revenue Cycle Operations) Customer Service Contact Center Professional of the Year Litle & Co, Lowell, MA Catapult Technology, Bethesda, MD: Michael White, Service Desk Operations Supervisor WhatCounts, Seattle, WA: WhatCounts Deliverability Services Team Competence Call Center AG, Headquarters, Vienna, Austria: Ingrida Kúnová, Call Center Manager, CCC Bratislava 17 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Customer Service Training Team of the Year CUSTOMER SERVICE & CONTACT CENTER TEAM CATEGORIES — Continued CIGNA Government Services, Nashville, TN SMART Technologies, Calgary, AB Canada Contact Center of the Year (Up to 100 seats) Daxko, Birmingham, AL CUSTOMER SERVICE & CONTACT CENTER ACHIEVEMENT CATEGORIES L-com Inc., North Andover, MA Paylocity, Arlington Heights, IL PHH Arval, Sparks, MD e-Commerce Customer Service Award Tahitian Noni International, Provo, UT ChannelAdvisor, Morrisville, NC Wheels, Inc., Des Plaines, IL CustomInk.com, McLean, VA Fat Brain Toys, Elkhorn, NE Contact Center of the Year (Over 100 seats) SquareTrade Inc, San Francisco, CA American Support, Chapel Hill, NC SurePayroll, Glenview, IL Capital One Financial Corporation, McLean, VA Volusion, Inc., Austin, TX Competence Call Center AG, Headquarters, Vienna, Austria: Competence Call Center Istanbul Best Use of Technology in Customer Service Competence Call Center AG, Headquarters, Vienna, Austria: Competence Call Center Bratislava American Support, Chapel Hill, NC GES- Global Experience Specialists, Las Vegas, NV: The GES National Servicenter® Carnival Cruise Lines, Miami, FL AT&T, Dallas, TX Donlen, Northbrook, IL Marriott International, Bethesda, MD: Marriott Global Reservation Sales & Customer Care — myPlace by Marriott PetRays Veterinary Telemedicine Consultants, The Woodlands, TX Marriott Vacation Club International, Orlando, FL: Marriott Vacation Club International Owner Services Safelite Solutions, Columbus, OH SMART Technologies, Calgary, AB Canada Safelite Solutions, Columbus, OH Sunquest Information Systems, Tucson, AZ SMART Technologies, Calgary, AB Canada Sundance Vacations, Wilkes Barre, PA Award for Innovation in Customer Service — Computer Services or Software Customer Service Management Team of the Year Informatica Corporation, Redwood City, CA: Informatica Global Customer Support — Innovation ChannelAdvisor, Morrisville, NC: ChannelAdvisor Support and Services Confero, Inc., Cary, NC: Confero, Inc.’s Client Services Managers Maintenance Connection, Davis, CA: Maintenance Connection Provides Innovative Training Options In Struggling Economy DeVry, Inc., Oakbrook, IL: DeVry University Student Finance Solutions Center Métier, Ltd., Santa Rosa, CA: PMO Central: High-end Consulting Delivered Virtually and Cost Effectively IHG, Salt Lake City, UT: IHG Global Customer Care Rosetta Stone, Arlington, VA: Rosetta Stone: Engaging Them on Their Turf Marsh U.S. Consumer, Urbandale, IA: Marsh U.S. Consumer Program & Franchise Transportation TRX, Inc., Atlanta, GA: TRX and Clients Create Solution to Track Travelers SMART Technologies, Calgary, AB Canada: SMART Technologies Customer Service Management Team Volusion, Inc., Austin, TX: Volusion Customer Service Innovations 18 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Award for Innovation in Customer Service — Telecommunications ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ CUSTOMER SERVICE DEPARTMENT CATEGORIES American Support, Chapel Hill, NC AT&T, Dallas, TX: AT&T BusinessDirect Premier sponsored by Broadview Networks, Rye Brook, NY: Broadview Networks eCare Enterprise Customer Service Department of the Year — Airlines, Distribution & Transportation Telecom Italia SPA, Rome, Italy Award for Innovation in Customer Service — All Other Industries EMKAY, Itasca, IL Assurant Solutions, Atlanta, GA: Call Centers That Don’t Suck TRX, Inc., Atlanta, GA CIGNA Government Services, Nashville, TN: Finding the information with Clearview Customer Service Department of the Year — Financial Services CIGNA Government Services, Nashville, TN: Always Improving: The IMPACT of THOR Abu Dhabi Finance pjsc, Abu Dhabi, United Arab Emirates LeanLogistics, Holland, MI Capital One Financial Corporation, McLean, VA Office Depot, Inc. Delray Beach, FL: Office Depot’s use of the Voice of the Customer in overall quality improvement efforts Ceridian Corporation, Minneapolis, MN Family Heritage Life Insurance Company of America, Cleveland, OH PetRays Veterinary Telemedicine Consultants, The Woodlands, TX: PetRays Customer Service Innovation Jefferson National, Louisville, KY Paycom Payroll LLC, Oklahoma City, OK Paycor, Cincinnati, OH SurePayroll, Glenview, IL Customer Service Department of the Year — Healthcare, Pharmaceuticals, and Related Industries CIGNA Government Services, Nashville, TN Presentation to the winners of the 2011 People’s Choice Stevie Awards for Favorite Customer ServiceSM, as determined by a worldwide public vote. Harvard Pilgrim Health Care, Wellesley, MA Mayo Medical Laboratories, Rochester, MN PetRays Veterinary Telemedicine Consultants, The Woodlands, TX Airlines, Distribution & Transportation: TRX, Inc. All Other Industries: TATA Motors Ltd. Prescription Solutions/UnitedHealth Group, Irvine, CA Financial Services: Paycor USANA Health Sciences, Inc,. West Valley, UT Healthcare, Pharmaceuticals, and Related Industries: PetRays IT & Telecommunications: PetRays Leisure & Tourism: Marriott Vacation Club International Public Services & Education: Archipelago Learning Retail: Macy’s 19 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ CUSTOMER SERVICE DEPARTMENT CATEGORIES — Continued Customer Service Department of the Year — Public Services & Education Customer Service Department of the Year — IT & Telecommunications — Services & Software NorthStar EMS, Tuscaloosa, AL BMC Software, Inc., Houston TX Customer Service Department of the Year — Retail Bronto Software, Durham, NC Kohl’s Department Stores, Menomonee Falls, WI ChannelAdvisor, Morrisville, NC Macy’s, Cincinnati, OH CoreCommerce., Franklin, TN Overstock.com, Salt Lake City, UT Cvent, McLean, VA Daxko, Birmingham, AL Customer Service Department of the Year — All Other Industries Epicor Software Corporation, Irvine, CA Two Stevie Awards will be presented in this category iCIMS, Hazlet, NJ Constant Contact, Waltham, MA Peak 10, Charlotte, NC DiCentral Corporation, Houston, TX PetRays Veterinary Telemedicine Consultants, The Woodlands, TX DYMO Endicia, Palo Alto, CA Customer Service Department of the Year — IT & Telecommunications — Telecommunications L-com Inc., North Andover, MA American Support, Chapel Hill, NC SilkRoad technology, Winston-Salem, NC Automated Systems Design, Inc. (ASD), Roswell, GA SurePayroll, Glenview, IL OnStar, Detroit, MI TATA Motors Ltd, India PT Contact, Lisbon, Portugal TheLadders.com, New York, NY ReadyTalk, Denver, CO Topco Associates, LLC, Skokie, IL Veracity Networks, Provo, UT TRUMPF Inc., Farmington, CT Verio, Centennial, CO Wheels, Inc., Des Plaines, IL Archipelago Learning, Dallas, TX Gazelle, Boston, MA SignUp4, Atlanta, GA Virtela, Greenwood Village, CO Customer Service Department of the Year — Leisure & Tourism Marriott Vacation Club International, Orlando, FL SuiteAmerica Corporate Housing, El Dorado Hills, CA Sundance Vacations, Wilkes Barre, PA 20 ■ ■
