Getting Ahead: a Career Discussion

  • 10 May 2012
  • 11:00 AM - 1:00 PM
  • Dave & Busters, 9333 Research Blvd, Austin, TX 78759
  • 14


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  • Guests & General Public

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Getting Ahead

Learn from a panel of Call Center Executives sharing their career story and answering your questions about how you can get there from here. Presenters include:

Michael Davolt-Vice President Customer Care / Time Warner Cable

Susan Parkhill-Site Director / Aegis Global

Jim Snikeris-Vice President/Farmers ServicePoint

Richard Tractenberg-CEO / E Communication CA


Lunch and networking 11:00AM-11:30AM

Program 11:30AM-1:00PM

$30 Members / $35 Non-members



Michael Davolt-Vice President Customer Care / Time Warner Cable

Michael has more than 15 years experience in the telecommunications industry and joined Time Warner Cable in 2002. Time Warner is the 2nd largest cable company in the US employing more than 47,000 people.   As Vice President of Customer Care for Central Texas, his organization has more than 500 agents and outsourced operations in Guatemala, Costa Rica, USA and the Philippines. Prior to Time Warner he held various positions in Finance and audit before becoming General Manager of Charter Communications, a leading broadband communications company and the fourth-largest cable operator in the United States. .  Michael has an executive MBA from the University of Missouri-Kansas City and a BA in Political Science from the University of Missouri-Columbia


Susan Parkhill-Site Director /Aegis Global

Susan has more than 20 years experience leading successful operations with the past two years as Site Director for Aegis’s 2010 acquisition of the Killeen Texas facility. Since the transition the site has grown from 350 up to 1,600 agents on nine new campaigns covering Healthcare, Energy, Financial Services and Orbitz while meeting or exceeding goals. Prior experience includes leading all facets of global business process operations for Sallie Mae a Fortune 500 company; call center and back office operations, training, WFM, web and IVR platforms, quality assurance, business systems support and vendor management. Susan is a certified COPC High Performance Management Training with Honors graduate and holds her BA in Marketing with a concentration in Economics from Cameron University,

Lawton OK.


Jim Snikeris-Vice President/Farmers ServicePoint

Jim joined Farmers in 1978 in the  Aurora, Illinois Regional Office.  Throughout his career with the company he has worked in various management and executive positions in Personal Lines, Commercial Lines, Sales, Business and Technology Integration, Marketing and Billing.  Jim assumed his current position of Vice President of ServicePoint in April, 2007. He is a graduate of Illinois Wesleyan University, with a Bachelor of Science degree in Business Administration.  He has attained the designations of Associate in Management (AIM), Graduate in Claims Administration (GCA), and Chartered Property and Casualty Underwriter (CPCU).


Richard Tractenberg-CEO / E Communication Advantage

ECA's President and CEO has a solid history of growing and managing contact centers and customer support facilities. In addition, he has served as both a telephony and contact center consultant to a number of high profile clients, specializes in helping telecommunications firms enhance their technical support functions. Richard was a founder NAC & Associates, a direct marketing firm that generated and managed business leads for CPA's. He is a co-founder and past chair of the Austin Call Center Alliance. Richard holds a bachelor's degree from Wesleyan University and a Masters degree from the University of Texas.

535 E. 5th St., Austin, TX 78701  | 

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