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Keynote Sarah McVanel
Sarah McVanel helps leaders leverage the exponential power of recognition to retain top talent and sustain healthy bottom lines. She speaks internationally on the topic, leads workshops, coaches leaders, and conducts organizational recognition program
Sarah is a Certified Senior Organizational Development Professional (CSODP), Professional Certified Coach (PCC), Certified Human Resources Leader (CHRL), and President-Elect of the Canadian Association of Professional Speakers (CAPS) Toronto chapter.
She has a BA in Psychology, MSc in Family Relations, and Diplomas in Human Resources and Healthcare Administration.
Sarah has over 18 years experience including at a senior leadership level and now owns boutique firm Greatness Magnified. She is an author of peer-reviewed journals, industry articles, three books, Forever Recognize Others’ Greatness: Solution Focused
Strategies for Satisfied Staff, High Performing Teams and Healthy Bottom Lines (2015), The FROG Effect: Tools and Strategies to Forever Recognize Others’ Greatness (2016) and #GreatnessBizHacks: 100+ Tips to Grow a Profitable, Service-Based Business
You Love! (2018), as well as a comprehensive membership site The FROG Portal: Strategies and Tools to Retain Your Best Staff and Clients. Sarah’s forth book, about how Failure is your gateway to greatness, personally and professionally, is due
out at the end of 2018.
Deborah Anders is the Operations Manager at The Legacy Connection. She has 17 + years’ experience in the answering service industry plus a 15 year background in nursing. Deborah currently serves on many industry committees including her position for
CAMX as the co-chair of the Awards Committee. Deborah was honored with the Barbara Bradbury Mentoring Award 2018 from CAM-X. She was elected to the board of the Southern Telemessaging Association in 2011 and remained active until the organization
was dissolved. She also served on the board of ATSI as the STA Representative 2013-2014 where she served as the Chair of the Education Committee. Deborah received the ATSI Learning by Association award in 2014. Deborah has been an active member
of the NAEO Professional Development Committee since 2008 and has served on several sub committees as well as presenting numerous webinars. Deborah has also been an active member of the NAEO Conference Committee for several years. Deborah promotes
community awareness at TLC by acting as their Adopt A School Coordinator and working hands on with an area middle school. Deborah was also a graduate of the 2015-2016 Leadership Tuscaloosa program. Deborah’s main focus at The Legacy Connection
is providing exceptional customer service and a fair work environment for the employees. At home Deborah is a wife, mother of two children and a grandmother to one. She is an animal lover and loves to travel.
Rob joined Answerplus in 1994 at the age of 17 as a CSR. Over the years, he has held various positions, such as Supervisor, Manager of Operations, Manager of IT, and now back to where his heart and passion truly lies, which is as a full time Programmer.
Laurie is the Operations Manager at Advanced Answering Center in Vermont and has been actively involved in NAEO since 2001. She has served on the Board of Directors twice and has charied the Conference, Education and Membership Committees. Laurie
has hands on experience with every role in the call center. Applying the philosophy of leading by walking beside your people has allowed her to build a stronger team approach to a successful transition from Infinitiy to Intelligent Series. Laurie
graduated from Castelton University and enjoys traveling, history and outdoor adventures.
I have started with AnswerPlus in 2013. After 2 years I became the Director of IT and I am responsible of IT for all of our four office across Canada. I have studied and had all my life experience managing and working in the IT. I am responsible not
only for managing Technical services but also constantly pushing AnswerPlus to do more and be up to date with latest technologies. I am very passionate about IT and I can tell that in all my 18 years of working in IT there is always something
Lina Cunningham joined the team at Extend Communications in 2005. As General Manager, she is involved in many aspects of day to day operations including oversight of sales, customer service, and technical programming. Lina holds an Honours B.A. in
Leadership Studies from Wilfrid Laurier University. She has served two terms on NAEO Board of Directors, served as NAEO Conference Chair, as well as a past President for NAEO.
I’ve been with Crocker Communications since 2011 and the Operations Manager since 2017. I’ve worked with both the NAEO Membership and Communications committees and this will be my fourth annual conference. I’ve been in the Telecommunications industry
since 1999, my first job being entry level customer service in a large call center. Since then I’ve gone through almost every role imaginable in call centers, including training and now management. Working with the NAEO has taught me so much and
I very much look forward to presenting again this year!
Jo-Ann Fussell is a Magna Cum Laude graduate of Columbus State University, licensed CPA, Certified Key Performance Indicator Professional, and a mother of two Eagle Scouts. She left public accounting to explore her entrepreneurial side as owner/operator
of a multi-service call center. She has served on several national boards within her trade organizations and is currently on the NAEO Board. She has hosted regional trade group meetings at her office. Jo-Ann has spoken at numerous trade organization
conferences and is now helping other business as a consultant. The National Association of Professional Women has selected Jo-Ann Fussell as VIP Woman of the Year. Jo-Ann has 31 years’ experience in finance and information technology. Jo-Ann is
well-versed in new technology and has a unique ability to quickly grasp details in order to summarize exactly what is required to streamline operations and maximize productivity by using KPI’s. Jo-Ann currently received her certification and is
now a certified key performance indicator professional. She is also developing software for our industry that will enhance the process of measuring and managing performance by enabling high levels of automation and access to analytical data with
I have been with Dexcomm for almost 19 years. Started as an operator, moved up through several supervisor roles eventually leading to a role in Systems Engineering. Today, I work mainly with Intelligent Series Scripting, implementing new features,
and teaching others how to use new features both as a programmer and a user. I am involved with the Amtelco Beta team and the Genesis Beta team. I am currently vice-chair of NAEO’s Professional Development Committee and had the pleasure of being
a speaker for the Intermediate/Advanced stand-alone sessions for NAEO’s IS Summer Series 2017 and 2018. At home I am the mother of three children and a variety of pets. (If you attended Summer Series, you know Oreo.) I love to travel to small
town/rural places and explore nature. Our latest passion has been primitive camping and backpacking and working toward a multi-day backpacking trip. One piece of advice, and I wish I had done this many, many years ago, is get involved in the industry
committees and establish some industry friends. It is hands down the best decision I’ve made. Not only do you have a network of people to reach out to for help, they also understand everything that goes on in our sometimes-crazy industry and I
feel I have some friends for life!
After receiving an MBA and an MS in Finance from LSU, Jamey worked in banking for 7 years, spent 3 years as a management consultant and 1 year as a hospital administrator before purchasing Dexcomm in 1989. Since that time the company has grown from
18 to 70 employees and from 400 to over 1,000 customers. In 2016 Jamey wrote and published "A Guidebook to Happiness." Be sure to ask him for a copy (they are free!)
Patrick Labbett is a software developer and engineer focused on improving the call center and telephone answering service industries. He is the managing member of NotifiUs, LLC. Patrick has presented at industry conferences and technology user groups
on subjects including Twilio, PHP programming, Amtelco Genesis readiness, cloud application design, and API integrations. Patrick lives in Columbus, Ohio with his fiance Sarah and their two dogs, Peanut and Zoey.
Tifani Leal is President and Second Gen of A1 Professional Answering Service, Inc., in Lafayette, LA. She attended the University of Southwestern LA (now UL @ Lafayette). She is an active member of NAEO, now on the Board of Directors serving as the
chair of the Membership Committee and participating with the Hospital User Group (HUG) as the Vice Chair. Tifani is also a member of ATSI, CAMX and Desk and Derrick. She has attended numerous conventions, forums and seminars in her career in the
TAS industry. Tifani grew up in and around the industry from the Switch Boards to Eve and now Infinity Legacy and working her way to IS. She worked with Telephone Answering Bureau, Interlink Communications and Radiofone. She spent several years
in the Insurance Industry as well as in the Oil Industry . . . where her TAS knowledge of customer service always made a great asset to the staff. Now back in the industry, taking the reins from her mother, Linda Leal Wilson, she is moving with
great speed and tenacity to bring A1 Professional into the 21st Century with her telecommunications knowledge, computer skills and the unequaled assistance of our most valuable asset AMTELCO. She enjoys traveling, a good movie and the challenge
of keeping up with a Senior in college.
Jason Miller is the President of Southern Voices, Inc. located in Winston-Salem, NC. Jason has been managing the IT infrastructure of Southern Voices for the last nine years. Jason has been in the industry for ten years. Jason has dedicated his time
to learning the dynamics of each and every position within the company including: entry level operator, shift leader, shift supervisor, daily operations management, human resources, IT manager and director of sales and marketing. As President
of Southern Voices, Inc. Jason has committed tremendous time and resources to enhancing the technical aspects of the company. As an active participant and member of NAEO for the last six years Jason has taught classes at annual conferences and
participated in hosting IT webinars. The most recent with a focus on remote desktop and remote operators.
Theran is President of Newtown & Flemington Answering Services headquartered in Morrisville, PA. He has been actively involved on the NAEO board since 2012 holding the titles of Education now Professional Development Chair, Communication Vice Chair,
and serving as the NAEO President from 2016-2017. Theran has specifically focused in IS where he has given multiple online webinars as well as been the lead presenter at numerous NAEO IS workshops.
Julie has been part of the MLT family for 19 years and she is passionate about the professional success of those she works with. She believes that their individual successes result in client satisfaction and in building a prosperous company.
Josh Stevens is focused on leveraging technology for organizational success. He has a Bachelor’s degree in business management and 8 years of technical consulting experience working with over 50 business to align technology with client goals. He has consulted in the answering services industry for over 4 years specifically focusing on Amtelco deployments. Josh is the Chief Operating Officer at ITVantage in Fort Myers, Florida.
Rob Van Buskirk
Rob Van Buskirk is an entrepreneur, husband and proud father. He has a passion for guiding clients through the pitfalls of HIPAA Compliance. He has founded companies such as CordialTech and Legacy Compliance with his wife Dawn to provide premier HIPAA
Rob has combined his knowledge and experience and co-founder and CEO of ProHIPAA. He brings over 18 years of Information Technology and Compliance experience centered in Healthcare. His experiences include implementing IBM Watson to digest terabytes
of healthcare data at a leading health insurance company and working with HIPAA, SOX and PCI compliance and security remediation at Anthem BC/BS, IBM Global Services and Wellpoint.
Rob Van Buskirk lives in Bulverde, Texas with his wife Dawn, son Ethan, Riley the Labrador, and a handful of farm animals. He loves to spend time with his family and take family trips across Texas in search of great BBQ.