Road to Summit 2021
Compliance Sells: How to Land and Keep Clients
February 24 at 1pm ET
Beyond simply “following the rules,” compliance can be a valuable sales tool. Brands expect perspective partners to understand the risks inherent in consumer interactions, from email and chat to phone, text and more. Our panel of industry experts from sales, compliance and operations will explore how a comprehensive compliance program –and the ability to simply articulate it – can help land and keep valuable clients.
More often than not, compliance is considered a legal issue: how can I insure my business is in line with all applicable laws, rules and regulations? This defensive posture can keep you out of trouble and help should a problem arise, but there’s also a proactive, business-oriented side to the compliance puzzle.
In this first “Road to Summit” session, we’ll explore:
> How to simply articulate compliance programs to potential clients
> How to use your compliance program to sell potential clients
Consumer Privacy and the New Administration
March 24 at 1pm ET
In today’s evolving patchwork of privacy laws, every consumer-facing business is under growing compliance pressure as states take aim at consumer issues through general privacy laws like California’s Consumer Privacy Act (CCPA) and enhanced state data breach laws. At the federal level, a new administration, coupled with a Democratic-controlled Congress, appears likely to usher in new privacy legislation as regulatory agencies including the FTC and CFPB step up their enforcement efforts.
In this session, we’ll cover:
> How federal laws may change in response to state privacy laws
> What new regulations businesses can anticipate, and how they can prepare
> How Congress may strengthen the FTC’s enforcement powers in regard to privacy regulations
> The potential impact of a changing relationship between tech giants and the new administration
Save Money and Your Sanity: Preparing for Compliance Audits
April 28 at 1pm ET
Severe findings from a compliance audit can mean steep financial penalties, harm to your reputation and, in some cases, loss of accreditation. These audits are an unavoidable fact of life for most businesses and verify processes such as the security of sensitive data, records of financial department, health and safety, payroll, HR policies, management standards and more.
In this session, you'll learn how businesses can improve their audit trail for regulators and face compliance audits with confidence. We're serving up a healthy portion from the alphabet soup of compliance -- HIPAA (Health Insurance Portability and Accountability Act of 1996); SOC 2 (Systems and Organizational Controls); SOX (Sarbanes-Oxley Act of 2002); ISO (International Organization of Standardization); GDPR (General Data Protection Regulation); PCI-DSS (Payment Card Industry Data Security Standard) -- to ensure you have the necessary information to make audits less time-consuming and costly.
Julie Casteel, Chief Strategic Officer & CMO
IBEX
Julie is responsible for directing strategy for ibex’s largest, global accounts, as well as the global marketing efforts. Julie brings more than 25 years of successful sales and leadership experience within the BPO space. Most recently, she served as Executive Vice President of Global Sales and Marketing at Sitel, a $1.6B company where she was responsible for global revenue, client relationship management and marketing strategy. Julie has served on a number of industry boards, has been published in The Economist, The Wall Street Journal and various industry publications. She earned a BS degree in Biology from Texas A&M University.
Viviana Harrington, VP Corporate and Compliance Counsel
Aptive Environmental, LLC
Viviana has served as Aptive Environmental’s Vice President, Corporate and Compliance Counsel since April 2020, prior to which she served as Sunnova International, Inc.’s Senior Counsel, Compliance and Regulatory since January 2017. Ms. Harrington previously served as Licensing Manager, Compliance Auditor, and Assistant General Counsel of Vivint, Inc since 2007. During her time in Colombia, she was a lawyer for her university and clerked in the legal department for the largest paper company in the country (Carvajal, S.A. FKA Propal S.A), for the consumer protection division of the National Tax and Revenue Office (DIAN) and the Administrate Law Appellate Court.
Ms. Harrington brings more than 15 years of consumer protection and regulatory experience, having served in both public and private companies in the United States and Colombia. Ms. Harrington received her Juris Doctor from the Pontific Javeriana University of Colombia, (with highest honors), graduated with a Master of Business Administration from Webster University and received a Lawyer’s Master degree (LL.M) in International Law from the University of Miami, where she completed a semester externship working on consumer regulatory affairs for Bacardi U.S.A, Inc.
Matt McGeorge, Executive Vice President
Ameridial
Matt joined Ameridial in 2009 and is presently responsible for the overall North America operations and business development. With over 15 years of customer service and sales experience Matt offers detailed insight and realistic solutions to meet client program needs while surpassing expectations. He brings professionalism and integrity to every project as he puts client needs first.
In his 11+ years at Ameridial, Matt has immersed himself in the business learning every nuance of the organization from call center operations to client services. In every capacity, Matt has demonstrated a thorough understanding of the day-to-day operations and program management with a proven record of meeting or exceeding client goals and expectations. During his time with Ameridial he has held several key positions including Account Manager where he was responsible for one of our largest non-profit clients and Call Center Director where he oversaw the day to day operations our North Carolina call center.
Sandra Fernandez, VP Compliance & Risk Management
Ibex
Sandra has more than 15 years managing relationships and regulatory compliance programs with a focus on educating, ensuring, and advocating appropriate controls while balancing the goals of the organization and protecting key data assets. Throughout her career she has managed engagements with multiple globally trusted logos in highly regulated verticals; financial, telecom, insurance, e-commerce, technology, and healthcare industries. Started her career in compliance supporting Fortunate 100 Financial Industries requiring key sense in promoting strong controls to protect consumer data along with providing outstanding customer experience.
With over 20 years of management and leadership experience in the call center and BPO space, successfully has implemented comprehensive compliance programs meeting both client contractual obligations and regulations. Has been a member of PACE for 7 years, where she has made several key connections and networking partnerships to continue allowing her to remain current with the constant changes to regulations and working environments.
Michele Shuster, Founding Partner
Mac Murray & Shuster
Michele Shuster is a founding partner of Mac Murray & Shuster LLP and former Chief of the Ohio Attorney General’s Consumer Protection Section. Bringing more than two decades of experience in the consumer protection arena, she advises highly regulated businesses on a wide range of privacy, advertising, and other consumer protection issues. Michele has an extensive background in the teleservices industry and regularly represents clients in matters before federal and state regulatory agencies, issues legal opinions on companies' outbound dialing solutions, conducts telemarketing compliance audits, and provides defense in government enforcement actions.
Isaac Shloss, CTO
Grupo NGN
Isaac is an Information Technology specialist with more than 20 years’ experience – almost exclusively focused on the Contact Center industry. The majority of his carrier has been spent managing the IT departments for large BPOs, including a top 10 US teleservices provider where he built the technological and telecommunications architecture needed to expand the small, regionally based company to a large, multinational enterprise. Isaac was an early pioneer and administrator of the contact center platform now known as NGNCloudComm, and he is now a part of the manufacturer’s executive management team in the role of Chief Technology Officer. At Grupo NGN, he is focused on enhancing the user experience through education development, customer support and implementation, and converting client’s business needs into standard product features.
Nick Whistler, Partner
Mac Murray & Shuster
Leading the firm’s Compliance practice area, Nick brings more than a decade of experience helping M&S clients understand and comply with federal and state privacy, advertising, and telemarketing laws and regulations. He works closely with in-house counsel, compliance professionals, executive management, and marketing personnel to identify and address both internal and external sources of regulatory compliance risk – before they develop into serious and costly issues.
Nick serves as Associate General Counsel to the Professional Association for Customer Engagement (PACE). He is accredited as both a Certified Information Privacy Professional (CIPP/US) through the International Association of Privacy Professionals (IAPP) and a Customer Engagement Compliance Professional (CECP) through PACE.