2018 Board of Directors Election
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2018 Board of Directors Election

Instructions | Candidate Bios | Candidate Videos

Instructions

The NAEO Nominating Committee is pleased to announce the list of candidates for the 2018 Election. Each candidate has met the qualifications and requirements for a position on the NAEO Board of Directors. The candidates are:

The primary contact at each member firm will receive an electronic ballot and will be given 30 days to cast their vote. Voting will open on December 4, 2017, and close on January 10, 2018. The results will be announced to the entire membership on January 17, 2018. Please contact management@naeo.org with any additional questions you may have.


Candidate Bios

Tifani Leal

Tifani Leal, A1 Professional Answering Service, Inc.

Why are you interested in serving on the NAEO Board?

I’m not done, yet! I still have so many ideas, projects and things to learn from you. Every time we have a meeting, I learn so much, I get so inspired that I make it a new mission to bring something new to the membership! We still have so much information, programs and benefits to offer to the membership.

Have you previously served on a NAEO Committee? If so please describe your involvement and accomplishments.

Professional Development Committee – 4 years, Chair 2 years, current Vice Chair
Membership Committee – 3 years, Current Vice Chair
Scholarship Committee – 2 years, Current Chair

PDC implemented the e-Learning Suite, which is a series of “how to” videos for many aspects of Infinity Supervisor, and we are now moving onto the peripherals and leadership. We’ve successfully presented a minimum of 2 “Webinar Wednesdays” per month for 2.5 years. The IS Summer Series attendance and participation is a record breaking event that our membership looks forward to, and some are even asking us to host it twice per year, instead of just once!

Membership – after proving our value to Amtelco’s 1Call Clients, PDC was finally invited to participate as presenters and as a vendor at the exclusive 1Call Seminar! We are finally able to reach out to the hospital/healthcare side to extend our membership as well as share valuable educational opportunities with them.

Please list any specific qualifications, experience, or education that would relate directly to your participation on the NAEO Board.

I’ve been fortunate enough to serve with the NAEO Board of Directors for the past 3 years and loved almost every minute of it. I think the membership has seen a huge difference in NAEO as a whole, from every committee – we’ve made huge strides in repairing the NAEO/Amtelco relationship, we’ve developed FDC which acts as a liaison directing the membership needs/concerns/wishes voice directly to the “doers” at Amtelco, we even have Kevin Beale doing quarterly webinars to keep members up to date on Amtelco-Genesis progress!

Our communications have improved between NAEO Board and the membership itself, I think it is very important for the people we represent to know what the elected board is doing, how they are doing it, and why we are doing it, they need to know that we are working for them and that we have NAEO’s best interest in mind at all times. Nothing should ever be assumed, if we don’t tell them and ask for their feedback, we won’t get anywhere! I want to go somewhere, I want to do more and give more to NAEO!

Please describe one or more issues that you want to address during your time on the NAEO Board.

Maintaining our mutually beneficial Family-like relationship with Amtelco is always the 1st goal. This is absolutely the most important part of our job, we must have an impeccable working relationship with our vendor. They make what we need, they fix us, LISTEN to us, respond to us….Amtelco always has…and they always will.

Of course, Professional Development will always need to be more, be better, adapt to the ever changing technical environment, keep up the pace, and continue improving our products. The PDC Library, (formerly known as e-Learning Suite/LMS) is one of the best tools out there for any NAEO member, it contains step-by-step “how-to” videos, with pictures! Right now we are in the process of a big surprise new benefit that should be ready to be announced at the 2018 Ft. Lauderdale conference!

Standard Operating Procedures for transitioning Chair persons, it may not seem like a big deal, but on the board level consistency is key, at least where responsibilities are concerned. Each new committee chair person needs to know who their “go to” people are and what some of the goals are in the beginning. Sink or Swim doesn’t work for everyone!

Continuing to be the best that I can be in whichever capacity that will best serve the NAEO Membership.


Jason Miller

Jason Miller, Southern Voices, Inc.

Why are you interested in serving on the NAEO Board?

I believe that I have a lot to offer based on my experience in Management and Technical skills.

Have you previously served on a NAEO Committee? If so please describe your involvement and accomplishments.

I am currently serving on the PDC committee and have previously served on the Education Committee. I have taught and hosted webinars as well as taught classes as served on panels at the annual conference.

Please list any specific qualifications, experience, or education that would relate directly to your participation on the NAEO Board.

I have worked in every position that our answering service has. I have experience in Operations, Sales, HR and IT.

Please describe one or more issues that you want to address during your time on the NAEO Board.

Can’t think of any issues. NAEO is great!


Evelyn Portinari

Evelyn Portinari, Always On Call Answering Service, LLC

Why are you interested in serving on the NAEO Board?

NAEO has had a profound impact on my position with Always On Call. As the Vice President and now owner, it is common that finding an answer to a unique question isn’t as easy as consulting a training manual or asking a supervisor. In my position, I am responsible with all aspects of the company in which questions come up every day that require research, experience, and often perseverance. NAEO has a community of individuals that are dedicated to helping others when questions and challenges come up throughout the course of any day. Knowing that the online community is just a click away is an invaluable resource that I can honestly say was instrumental in the continued success of my company. Several years ago, I relied heavily on the NAEO community for assistance when one of the owner fell ill and into a coma less than a year after I was hired. It was then that I truly came to appreciate the NAEO membership and immediately felt compelled to “give back” any way possible.

Have you previously served on a NAEO Committee? If so please describe your involvement and accomplishments.

My first involvement to “give back” was to attend a conference and meet many of the individuals whom had helped me when I needed them most. It was there that I learned that I could join the Professional Development Committee (PDC). I became intrigued with the work that was being done with the Supervisor Training Program as I could see how it would directly benefit how we trained supervisors within our industry. During my tenure on the committee, I worked with Gerald Brosseau, the visionary for the Supervisor Training Program, and Tifani Leal, the PDC Chair, to develop content for the eLearning Suite. I also served as the NAEO Webinar Coordinator for over two years. In this position, I worked with the committee chairs to design a streamlined and documented procedure to maintain consistency, improved communication with potential speakers, and helped to ensure that the membership received consistent webinars on a range of different topics (as surveyed) that would meet the varying needs of the members. During my position, we saw record attendance of webinar participants because of our improved communication with members.

My 3rd year with the PDC was an exciting one when Tifani Leal asked me to serve as the PDC Co-chair. During this year, I assisted with the completion of the eLearning Suite that included the Supervisor Training Program, which was unveiled at the last annual conference. Additionally, I began working with the Conference Committee to help streamline processes, develop content, and research topics between the annual conference and our webinars.

My most recent experience has been as your Conference Chair for the 2018 NAEO Annual Conference in Fort Lauderdale. I have worked with my committee to bring to our membership a memorable conference with excellent educational content. As Conference Chair have learned the many aspects that go into making our annual conference successful each year. We have been working to secure sponsorships to ensure that we are profitable, developing a strong educational content, interviewing potential keynote speakers, and working directly with Amtelco for their partnership in our conference. We have also worked together to develop content to promote or annual conference on a monthly basis through Newslinks. Recently we are working on our social media marketing for the annual conference.

This year we also gained a new conference coordinator from Ewald, Rhonda. I have been working very closely with Rhonda to teach her about NAEO and explain to her the expectations of our membership. We have also been working on improving our timeline and outlining responsibilities to meet deadlines and reduce the finical burden to our budget.

Please list any specific qualifications, experience, or education that would relate directly to your participation on the NAEO Board.

I was raised in a family owned business that was later acquired by a Fortune 500 company. My role within that organization was to oversee my own location with $2 million in sales and develop and implement training programs for other locations within the company structure. Consistent customer service with a personal touch and brand image were critical to their success. However, my former employer was acquired, I learned that I enjoyed working for a family owned business rather than a larger corporation. It was then that I joined the Always On Call team because of how they instilled a high level of service to their clients and employees. My first task upon being hired by Always On Call was to improve Human Resource procedures and training for the funeral industry division, which later evolved into becoming the Operations Manager, and most recently a Director of a multi-site company.

I attended Rivier University, a private Catholic university, with the original intent on becoming a nurse. With less than a semester away from graduation, I changed over to a Human Resource concentration where I found my love of working with people, both interoffice and with customers alike. My experience with Always On Call has allowed me to grow personally as I am given carte blanche to be personally successful. Combine this with NAEO as a resource and I feel as though my endeavors in my career have just begun. Having completed three acquisitions and now with offices in New Hampshire and Florida, my thirst for knowledge and growth continues to drive me in my position.

I am honored to say that Always On Call continues to become recognized with the ATSI and CAM-X Award of Excellence year after year under my leadership. This past year, I have been working with Linda Osip of CAM-X along with several other volunteers to assist with the development of an “Award of Excellence” for dispatching procedures. I am committed to ensuring that my company maintain high standards for excellence and am thrilled to be a part of another methodology which evaluates our training.

I would include that my experience between two family run organizations, one who went corporate and my current, which is growing every day, has helped me learn how to evolve and adapt within our ever-changing industry. It is my goal to “give back” to NAEO with my unique perspective as a conservative minded female business executive within our industry.

Please describe one or more issues that you want to address during your time on the NAEO Board.

It is my hope that I am elected to the NAEO Board of Directors. My experience and involvement on committees, including serving as Chair of the conference committees, has given me a unique experience that makes me not only qualified, but prepared to continue to serve. I would like to use my personal expertise in strategic management and operations to develop written procedures to help modernize and improve continuity between the different board and committee positions. It became apparent during my committee involvement that when new board members were elected, only key individuals (often with terms that had expired) had the unique knowledge over what the committee had done in the past. While I enjoyed serving as Chair for conference, I want to make sure that future people who serve in any role have the tools needed so that they can succeed right after election or even as a committee volunteer.

My second task after election is to continue with NAEO Conference Committee. While there has been much improvements, I feel that I can continue to evolve the program. Such ideas include an open timeline or schedule, improve transparency to help ensure continuity and the transition between chairs, make sure the conference is profitable, improve communication between members and the committee for content and topic development, and continue to include opportunities for sponsorship.

It will be my personal mission to unify our membership by identifying the things that unite us as well as the things that define us. As a Board and especially as a team, no goal is more important than ones that we share.


Bryan Weinstein

Bryan Weinstein, Call 4 Health

Why are you interested in serving on the NAEO Board?

I have been in the TAS/Call Center industry for 21 years and have seen the direction change so many times. The services being provided, the number of local call centers all the way through to those local call centers being bought by large public companies. The need to continue to grow this association is becoming more and more important. The healthcare industry is continuing to grow, the amount of hospitals and health systems that are buying Amtelco software is starting to outnumber the local TAS companies who have Amtelco software. I would like to bring my experience in TAS and Healthcare to the board to assist in growing this sector of the association.

Have you previously served on a NAEO Committee? If so please describe your involvement and accomplishments.

Yes, I was on the conference committee for 2 years and now I am part ·of the Healthcare User group.

Please list any specific qualifications, experience, or education that would relate directly to your participation on the NAEO Board.

21 Years working in the TAS/Call Center Industry. Prior to working my family owned and operated a call center that I was always around. I currently sit on the board of JDRF and have been involved with the board there for 3 years and have helped grow any area that didn't have much focus and has seen tremendous growth. This area was the ride to cure. Prior to me taking on this responsibility there was only 1 rider for the ride to cure. This past ride we had 7 riders and for next year we already have 15 riders and will be responsible for raising a minimum of $50,000 compared to the $2,000 in previous years. This shows that when I am given an opportunity I have the knowledge and experience to grow something that I am passionate about. I am passionate about the TAS/Call Center industry and I am passionate about healthcare. I feel that given the opportunity I can work with Rossi to bring the healthcare industry to conference.

Please describe one or more issues that you want to address during your time on the NAEO Board.

See Above. The main issue is looking at the growth of the healthcare industry and the number of Amtelco software purchases that are coming from the healthcare industry is a lot more then the TAS owners. These are new businesses that can benefit from coming to conference if marketed the right way.

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Candidate Videos

Tifani Leal, A1 Professional Answering Service, Inc.


Jason Miller, Southern Voices, Inc.


Evelyn Portinari, Always On Call Answering Service, LLC


Bryan Weinstein, Call 4 Health

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