BIOS

OCTOBER 13-14, 2016 MINNEAPOLIS, MN USA
SPEAKER
BIOS
CONFERENCE
“WELCOME TO THE FUTURE
OF CUSTOMER SERVICE”
John Tschohl
Customer Service Strategist
President, SERVICE QUALITY INSTITUTE
United States
John Tschohl, called the “guru of customer service” by USA Today, Time and
Entrepreneur magazines, is a best-selling author, the internationally recognized
service strategist and President of Service Quality Institute, the global leader in
customer service.
For the last 36 years he has solely focused on helping organizations drive a service culture and create a customer experience through his strategic approach
on practicality, simplicity and common sense. With his credibility and focus on
empowerment and the power of the social media he has the ability to emotionally
communicate the power of the service strategy from top executives to the total
workforce.
Tschohl is dynamic, hard hitting, and inspirational. His experience and “guru”
status provide the credibility critical to get management buy-in. He will create an emotional buy-in using measurable data that CEO’s respond to. His books
are especially recognized and highly esteemed by senior executives as the most
powerful must-reads in Customer Service. John’s message is based on common
sense built around his 46 years in speaking, designing training programs, and
developing a high performance workforce. Featured on major television shows
from Good Morning America, CNBC and PBS to USA Today’s cover story, newspapers, radio stations, and magazines from almost every corner of the world. John’s
programs and books are in 11 languages, represented in over 45 countries, and
90 percent of Service Quality Institute’s business is international.
OCTOBER 13-14, 2016 MINNEAPOLIS, MN USA
SPEAKER
BIOS
CONFERENCE
“REGIONAL CUSTOMER
SERVICE CULTURE”
Oscar M. Orozco
Director Secretario, BANCO PROMERICA
El Salvador
Oscar M. Orozco, Sr. was born in San Salvador, El Salvador, and in 1961 at age
12, he migrated to San Francisco, California. He is a graduate of the University of
Washington where he earned his Master’s in Banking Administration.
His banking career began in 1971, and has held practically every possible job in
the retail banking business. He started as a messenger, teller, collections officer,
credit officer, branch manager, area manager, Executive Vice President, in banks
in the United States. 44 years later since the start of his career in banking, he is
currently Executive Board Member and Secretary to Board of Director of Banco
Promerica, El Salvador where he has worked for the last 16 years. Oscar is also
the Regional Consultant for the organizational Culture and special projects development for Grupo Promerica, which does business in all of Central America,
Panama, Ecuador, Caiman Islands, Dominican Republic and Miami.
He was a member of the US Army for three years and in 1969, battled one year
in the Vietnam conflict.
He worked for Wells Fargo Bank for 17 years. His last post there was as Vice
President and Manager of the largest branch office in the system, in Redwood
City, California.
All his professional life has been in and around retail banking, where his major
focus has always been the culture of ¨Customer Service”. In 2003 Oscar attended
and graduated from John Tschohl´s Service Quality Institute as a Master Trainer
of all his programs. Since that time he has trained thousands of people and continues to this day.
OCTOBER 13-14, 2016 MINNEAPOLIS, MN USA
SPEAKER
BIOS
CONFERENCE
“THE JOURNEY TO SERVICE
EXCELLENCE IN HOSPITALITY
INDUSTRY IN AFRICA”
Tadiwos Belete
HOSPITALITY INDUSTRY IN AFRICA
ETHIOPIA
Tadiwos G. Belete is the founder and CEO of a highly renowned private company
in Ethiopia, called Boston Partners P.L.C, a parent company of Kuriftu Resort &
Spa. Belete was born in 1957 at Hurruta, a small province in Arusi Oromia Region,
South-Eastern Ethiopia.
Beyond personal and financial gains, Belete’s ultimate goal and personal mission
is to rebrand Ethiopia as a whole. It is his determination and commitment to
produce and promote the finest African brand to the world, on top of exporting
high-quality services out of Ethiopia to make it the pride of Africa.
Belete says, while the rest of the world has assisted in bringing Ethiopia back on
its feet, the country has surpassed that stage of dependence and now wishes to
make a bold statement to the rest of the world as to the high quality of goods and
services it desires to export to the rest of Africa and the world
Belete is working as a bridge to demonstrate this by travelling to four or five different countries each month to showcase and display the current image of Ethiopia
by bringing top media groups in the TV and print industry with influential views
from all over the world as well as influential personalities. This alone will allow
to bear witness to the transformation and change that is occurring in Ethiopia
and to tell the rest of the world in their own way and method. Belete has now ten
giant companies which are up and running while 8 in pipeline which he repeatedly attributes to hard work, enthusiasm, passion and commitment to life’s call.
OCTOBER 13-14, 2016 MINNEAPOLIS, MN USA
SPEAKER
BIOS
CONFERENCE
“CUSTOMER SERVICE IN CHINA”
Xu Ming
Chairman of Board
BANK OF SHANGRAO
CHINA
He is a senior economist with bachelor degree. He has been working in the
bank since 1985. He has been insisting on the market positioning of serving for
the local economy, serving for small, medium-sized enterprises and serving for
citizens since he worked in Bank of Shangrao, which helped Bank of Shangrao set
up high-quality service brand and turned Bank of Shangrao into an outstanding
innovative features, excellent service quality, excellent assets quality and
increasingly profitable boutique bank.
Up to now, Bank of Shangrao has won the “demonstration unit of national fivestar civilization standard banking service”, ”the best bank of the people” of
Chinese small and medium-sized banks in 2014 and many other honorary titles.
OCTOBER 13-14, 2016 MINNEAPOLIS, MN USA
SPEAKER
BIOS
CONFERENCE
“A SERVICE CULTURE DRIVES
TECHNODOM’S MEASURABLE
RESULTS”
Eduard Kim
Chairman & Founder, TECHNODOM
KAZAKHSTAN
Eduard Kim is the Founder, Owner and Chairman of the Board of “Technodom
Operator” JSC.
He started his professional experience as an Engineer, Junior Research Associate
in Academy of Geological Sciences of Kazakhstan. Before founding the Technodom
Company in 2002 he was a Partner in the Sulpak Company.
Technodom is the leading retail chain of household appliances and computer
equipment, represented in 27 cities of Kazakhstan, and also in Kyrgyzstan. In 2015
the Company reached a total market share of 33%. In Quarter I 2016 Technodom
increased sales volume vs Quarter I 2015 and entered the Kyrgyzstani market by
opening two flagship retail outlets in the city of Bishkek.
Technodom participates in numerous social and sport projects, including children
sport projects. This year the company is to complete reconstruction of the pavilionaquarium in the Almaty Zoo. Eduard Kim is a participant of the Republican Charity
Project “Mother’s Home”. Over the last years he has been a torchbearer on several
occasions in the relay for the Olympic Games.
His main interests are Business development, retail and e-commerce. Eduard is
keen on gadgets, innovative technologies and automobiles. He plays tennis, goes
alpine skiing and rides bicycle, and also loves traveling.
OCTOBER 13-14, 2016 MINNEAPOLIS, MN USA
SPEAKER
BIOS
CONFERENCE
“CUSTOMER EXPERIENCE IN
HEALTH CARE THE MAYO WAY”
Sandhya Pruthi, M.D.
MAYO CLINIC
UNITED STATES
Dr. Sandhya Pruthi received her M.D. degree from the University of Manitoba,
Canada and completed a Family Medicine residency at the Mayo Clinic. She is a
Professor of Medicine in the Department of Medicine.
Dr Pruthi’s research area is in breast cancer prevention. Her clinical expertise
is the management of women at increased risk for breast cancer and providing
pre-operative counseling to women newly diagnosed with breast cancer. She
is the Mayo Clinic principal investigator on several national breast cancer
prevention and biomarker trials aimed at reducing the risk of breast cancer. She
has collaborated in other women’s health trials studying complementary and
alternative therapies for management of menopausal symptoms and improving
the quality of life of breast cancer survivors.
Dr. Pruthi is the Medical Director for Patient Experience at Mayo Clinic in
Rochester, Minnesota. In addition, she is the Associate Medical Director for
Development and Chief Medical Editor for Global Business Solutions. She is one
of the Medical Directors in the Center for Innovation.
OCTOBER 13-14, 2016 MINNEAPOLIS, MN USA
SPEAKER
BIOS
CONFERENCE
“BUILDING AND MAINTAINING
WOW CUSTOMER SERVICE”
Edgar Callo
CORPORACIÓN E. WONG
LIMA, PERU
Edgar got his Bachelor of Business Administration from the University of Lima
With specialized studies and postgraduate in:
- Banking and Finance from the University of Lima
- Senior Management from the PAD, Graduate School of the University of Piura
- Marketing by ESAN
University Professor at the University of Lima from 1988 to 2013 in the School
of Business, Faculty of Business Administration wit the courses Strategic
Management, Planning and Administration of Family Business.
- Deputy Manager of the chain Supermercados Wong and Metro Hypermarket.
General Manager of Real Estate Cliford (real estate company E. Wong Group)
Worked in the group from 1990 to 2008.
As today he is the Manager of Shopping Centers for E. Wong Corporation (currently
operates the malls North Plaza, the Terminal Mall Plaza Norte and South).
OCTOBER 13-14, 2016 MINNEAPOLIS, MN USA
SPEAKER
BIOS
CONFERENCE
“BECAUSE SERVICE MATTERS”
Mauricio Gómez
Corporate Services Manager. INTEL
COSTA RICA
Mauricio Gomez currently works in Corporate Services “an organization that
provides services on the inside that enable Intel’s success on the outside”, by
facilitating the best possible services to mastery the best place to work, with
his team he has promoted an inclusive customer services culture to deployed
services roadmaps focusing in innovation, diversity and inclusion.
He has served at Intel since 1997 performing different roles, including process
engineering, Project/Program Management Constructions. Mauricio holds
a Technology MBA, Bachelor of Science in Mechanical Engineering, Project
Management Professional credential from PMI, Project Manager Development
Program from Phoenix Arizona University and most recently he obtained the
certification as coach from Service Quality Institute, he has 25+ years of
experience in the project/program management arenas, has been active speaker
in APCON (Central American and Caribbean Congress from PMI).
He has given master classes in the area of project management with emphasis
on quality management in universities and specialized lectures, including virtual
seminars in collaboration with the Washington DC PMI chapter. Among their
favorite activities he loved spending time with his family, traveling to learn, and
practice mountain biking.
OCTOBER 13-14, 2016 MINNEAPOLIS, MN USA
SPEAKER
BIOS
CONFERENCE
“SUCCESSES AND CHALLENGES
IN DRIVING A SERVICE CULTURE
– THE GCB BANK EXPERIENCE”
Samuel Sarpong
Chief Operating Officer & Executive Director
GCB BANK LIMITED
Mr. Sarpong, currently the Ag. Managing Director, joined the Bank in 2008.
Prior to this appointment, he was the Chief Operating Officer and also Chief
Transformation Officer with oversight responsibility for the rebranding of the
Bank.
Mr. Sarpong worked as Policy Advisor in the Ontario Ministry of Agriculture and
Food and in the Ministry of Economic Development & Trade, Canada. He also
worked with the Canadian Imperial Bank of Commerce (CIBC) where he held
senior roles in Credit Risk Management and Lending Products. Mr. Sarpong also
worked with General Electric Corporation (GE) Consumer Lending Business (GE
Money Canada) and as a Senior Manager he served as a risk leader for the credit
cards, risk Infrastructure and fraud Mortgage Units.
He holds degrees from KNUST, Ghana, University of Guelph, Ontario, McGill
University, Montreal, Quebec and Wilfrid Laurier University, Ontario, Canada.