The Secrets of Managing an Award-Winning Contact Center

Laura Mendoza has over 20 years of experience in services management, with expertise in customers service, performance metrics, and organizational effectiveness.

She is currently Senior Director of Customer Solutions for DAT Solutions, a high volume transportation software services organization. DAT Solutions operates as a unit of Roper Industries.Laura is responsible for customer service, technical support, and customer/carrier compliance, including the design and development of a cohesive service delivery model to support enterprise customers.

DAT Solutions, formally TransCore, was recognized by ICMI in 2007, 2010, and 2017 as the ICMI Global Contact Center Awards Best Small Contact Center.

David Perry is Customer Support Manager at Clio–Legal Practice Management Software.

Armed with an acting degree and a love of beer and people, he is forging ahead in the world of customer service leadership. When not at Clio, he is fighting for craft beer consumer rights and reform in British Columbia as President of the Vancouver Branch of CAMRA BC, playing Ultimate with the Vancouver Ultimate League, or teaching ITF Taekwon-do. Find David on Twitter: @davidjp87.

Hannah has been with Citrix Systems, Inc. for 3 years and works on the customer care team in the Raleigh, North Carolina office. She began her career as an agent and was promoted to manager after two years with the company. She thoroughly enjoys working with agents, side by side, to offer coaching in career advancement as well as working to find solutions in tricky situations. She works closely with the ShareFile and Podio product lines, managing a team of 16 agents who support those products.

In her spare time she enjoys hiking, reading, traveling, and cooking. You can often find her in a freezing ice hockey rink as she supports her 11 year old son’s travel hockey team!