Dennis Conner
Seven-time Winner of the America's Cup

Dennis Conner gives audiences "no excuse to lose" with tips for success from his own remarkable sailing record. He's led his team through an unprecedented nine America's Cup campaigns, with seven wins. Though the Cup is the symbol of his victories, Mr. Conner has also captured many other prestigious awards, including a bronze medal in the 1976 Olympic Games.

No skipper in modern America's Cup history has been more successful in putting together his own America's Cup campaigns. As an author and publisher, Mr. Conner has recounted the motivation, teamwork and commitment it takes to win on and off the water in his books Learn to Sail, No Excuse to Lose and numerous others.

In 1987, Mr. Conner combined his passion for sailing with his talent for business by starting Dennis Conner Sports, Inc. Over the years, he has worked with hundreds of major corporate clients on product endorsements, sailing events and sponsorships.

Mr. Conner has been a member of the San Diego Yacht Club for more than forty years and has served on their board for nine years. He studied business at San Diego State University.

Gloria L. Bingham, director of the 3-1-1 Houston Service Service Helpline, was a member of the 3-1-1 core implementation team that created Houston's neighborhood-oriented call center. A neighborhood-oriented call center, like Houston's, provides its residents easy access to all non-emergency city services.

Ms. Bingham has broad-based experience and extensive knowledge of all aspects of the 3-1-1 call-center industry, including how to operate in a municipal government setting.

With more than 22 years of customer service and 16 years of government call-center experience, Ms. Bingham knows how to relocate, consolidate and set-up efficient multi-call centers, deliver excellent customer service, and recruit, select, train and manage a call center and staff.

Ginger Conlon, editor-in-chief,publications, of 1to1 Media, is responsible for the direction and day-to-day editorial operationsof the award-winning 1to1 Magazine and its e-newsletters. Additionally, she serves as vice president of analyst relations for the CRM Association.

Ms. Conlon is a 20-year industry veteran, having covered sales, marketing and customer service strategies and technologies since starting her journalism career. Previously, she served as editor-in-chief of CRM magazine. Prior to that, she was managing editor, technology editor, and Web supervisor for Sales & Marketing Management. In addition, Ginger has worked as a business book editor for such authors as Jay Conrad Levinson and George Colombo. She is a graduate of the Pennsylvania State University.

Prior to joining Genesys as vice president of product management in 2004, Brian Galvin was the founder and principal of a small consultancy focusing on call center optimization. His customers included many of the world's largest companies, especially in the financial services and telecommunications markets. He has served as a vice president (enterprise architecture) for SAIC, a large systems integrator, and was one of Genesys' earliest employees, serving as director of operations from 1995 to 1999.

Before originally joining Genesys in 1995, Mr. Galvin was a nuclear engineer in the U.S. Navy for 13 years. Mr. Galvin has published numerous articles in both scientific and business publications, and is the author of two patents and three pending patents relating to Genesys technologies.

Mr. Galvin is a graduate of Harvard University (biochemistry) and earned a master's in physics from the Naval Postgraduate School in Monterey, California.

Shawn Goldenberg has been with PC Mall for more than eight years. He has played a key role in designing and implementing the business aspects of QRouting for PC Mall. Mr. Goldenberg currently serves as Mac Mall sales director and manages call center operations and Web site sales for the company.

Allan Hanlon has been with PC Mall for seven years. In his role as network telecommunications manager, he has grown the network and telecommunications infrastructure both domestically and internationally. Mr. Hanlon is responsible for bringing in the Qwest QRouting Platform in order to have centralized control over the three largest call center offices—Montréal, Manila and Los Angeles. Prior to joining PC Mall, he gained11 years’ experience in information technology working with Lockheed Martin as well as in the public sector.

As president and chief executive officer for Genesys, Wes Hayden is responsible for setting the company direction and managing overall operations. Previously, Mr. Hayden served as senior vice president for the Americas.

Prior to joining Genesys in 1999, Mr. Hayden was vice president of the central U.S. region for Informix Software, a provider of database management systems. He has also held sales and sales management positions with Sun Microsystems, Digital Equipment Corporation and Applied Data Research.

Mr. Hayden holds a bachelor of science degree from the University of Illinois, Champaign-Urbana, and a master of business administration degree from the Kellogg Graduate School of Management at Northwestern University. He currently serves on the board of trustees for the Glenkirk Foundation in Northbrook, Illinois and on the board of directors of the International Women's Democracy Center (IWDC) in Washington, D.C.

With more than 25 years of experience in computer systems with large corporations, John Hegner has led the implementation of Genesys at Liberty Medical Supply since it was adopted five years ago. As the vice president of technology services, he is responsible for all technology platforms, including PBX, Servers, SAN and network systems. He oversees Liberty’s three Avaya S-8700 PBX systems with IP phones at several sites, with Genesys call routing. (Outbound calling using Genesys accounts for over half of the average of 80,000 contacts each business day.) Liberty also supports two IVR systems (Edify and GVP) used for inbound and outbound applications, some using speech recognition.

Mr. Hegner’s career has included the implementation of computer, phone and network systems at Dun & Bradstreet, Chase Manhattan, Moody’s Investors and several other major companies. He has accomplished many large-scale projects and built solid technology platforms using advanced system solutions.

Mr. Hegner is a graduate of the United States Air Force Academy and did post-graduate work in computer science at
New York University.

Jerry Hennessy
Director, Customer Relations Operations
DHL

Jerry Hennessy has served in a variety of leadership roles at DHL for the past 9 years, in both the IT and customer relations organizations. DHL U.S. Customer Service operates from 10 contact centers, with an agent community of more than 1,500 people handling 40 million calls annually.

Mr. Hennessy is responsible for national customer-service operations, including scheduling and planning, quality, infrastructure and technology, performance measurement and process improvement. With the introduction of the Genesys Voice Platform and Enterprise Routing Service, DHL’s infrastructure has evolved, bringing changes that are creating new contact-center opportunities.

Prior to DHL, Mr. Hennessy worked at Picturetel Corporation, where he ran customer service logistics, developed emergency parts replacement programs throughout Europe and Asia tied to the call center and served as the controller in the service business. He also held positions in customer-service finance at Motorola and NCR. He holds a B.S. degree from Boston College and an M.B.A. degree from Boston University.

Kevin Panozza founded SalesForce in partnership with advertising agency DDB in 1994; the ASX- listed company Salmat purchased SalesForce in 2005. Mr. Panozza’s lifetime experience and his strong personal convictions about stimulating work environments and empowering cultures resulted in SalesForce being voted Best Employer in Australia and New Zealand in 2004 and 2005.

Mr. Panozza’s early reputation as a builder of high-performing sales teams brought him to the attention of the airline Ansett Australia in the 1980s. His sales efforts delivered a revenue revolution. New sales strategies led to a far greater reliance on commercial account management by telephone, and Mr. Panozza left Ansett in order to develop a call center to fulfill this function.

As managing director of SalesForce, Mr. Panozza built a team that has
achieved strong revenue growth in extremely competitive, dynamic times. They have maintained consistent profitability, organizational stability and the ability to embrace and adapt new business philosophies and techniques while deploying emerging technologies. He continues to lead SalesForce in today’s competitive business environment as the chief executive officer.

As vice president of product and solutions marketing, Steve Rutledge is responsible for setting strategic direction and guiding investments within Genesys for solutions that deliver the best business value for customers in the areas of contact centers and customer service.

During his ten years’ tenure at Genesys, Mr. Rutledge has also served as vice president of strategic sales operations, responsible for identifying key customer needs and managing sales force initiatives; and in senior product management and product marketing roles, spending considerable time planning products and working with companies to improve their customer service and call center operations.

Prior to Genesys, Mr. Rutledge held marketing and sales positions at Intel Corporation and AT&T. In the 1980s, he helped some of AT&T’s largest customers implement (early) CTI solutions.

Mr. Rutledge has an M.B.A. from the Sloan School of Management at MIT
and a B.S. in Electrical Engineering from Stanford University.

Chuck Weston is a senior product manager for Qwest Communications, headquartered in Denver, Colorado. He is a member of their Call Center Product Management group.

Mr. Weston has been involved in the telecommunications industry since 1981, supporting end-user requirements and applications. He has been directly involved in the call center marketplace since 1984 and has worked in sales, technical support and design, product development and product management. Through his tenure with Mountain Bell, AT&T, Lucent Technologies, Avaya and Qwest, he has been involved in many facets of delivering sophisticated applications, including both premise- and network-hosted solutions.

Mr. Weston was an instructor for five years at the University of Denver, teaching call center technologies and applications in the Master of Telecommunications degree program.

Joaquín Yepes has spent the last 10 years creating and building Multienlace, the biggest contact center outsourcing company in Colombia. He is responsible for the strategic use of IT infrastructure, as well as its implementation and operation. Multienlace has successfully implemented contact center solutions for more than 50 corporate customers, spanning more than 250 projects.

Mr. Yepes has 20 years’ experience in the telecommunications industry, including work in technical support and IT departments. He has extensive experience in project management for IT solutions, as well as sales support and negotiations with technology providers. He has strong leadership and entrepreneurial qualities and was recognized as one of the top 25 IT Managers in Colombia in 2004 by IT Manager magazine (Colombian Edition).

Mr. Yepes has a background in electronic engineering and holds an M.B.A. degree from Purdue University.