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Breakout Session Bio's and Abstracts

 

| Field Services Operations | Sales and Marketing | Customer Support/Professional Services |
| Leadership and Management | Case Studies: Partnering for Success |

Leadership/Management

Leadership in the International World 

 

Martin Gilday
Vice President & General Manager, Global Outsourcing and Infrastructure Services
Unisys

Leadership ability has always been an essential and visible ingredient in any successful company. Inspirational leadership can win battles, can change the course of history, can transform businesses from small players into world shapers. But the complexion of today’s business world has changed dramatically. In our 24/7 global environment of electronic and virtual communications with distributed and remote teams, operating across different time zones, speaking different languages, has the path to effective leadership changed?

About Martin Gilday:
Martin has been leading the Unisys Global Outsourcing and Infrastructure Services operations team in EMEA since 2001. He is responsible for the onsite delivery teams providing IT outsourcing and infrastructure support services across the 17 countries in the geographic region, including field services, onsite client teams, the managed services center, network operations and the customer support center. Prior to this role Martin held various other leadership positions in the UK, including delivery operations, client account management and alliance management. Martin serves on the International Board of Directors of AFSMI, and regularly speaks at international seminars on the development and futures for the high tech service industry.

Service Leadership 

 

Robert Hobbi
Founder, President, and CEO
ServiceElements

"Service Leadership" is a 60-minute module that provides participants with tools and techniques to elevate their department's service culture, increase customer satisfaction levels, and improve teamwork amongst "internal customers", all in an effort to support their organization's mission to enhance product and service value to their customers.

About Robert Hobbi:
Bob Hobbi is the founder, president and CEO of ServiceElements . He has more than 20 years of experience in providing industry-leading solutions in customer service, strategic excellence training, business development and strategic planning. He is committed to Continuous Quality Improvement (CQI) initiatives through his work with Six Sigma and ISO. Bob served in various national and international executive level leadership positions at FlightSafety International, a Berkshire Hathaway Company, where he was instrumental in creating and leading that company’s service-culture initiatives. He was director of Honeywell International’s Aerospace Academy and a Vice President with MedAire, Inc. Bob is multi-lingual with extensive international business experience.

Organizing for Success – Work Habits 

 

Vince Kriauciunas
Services Planning Manager
Agfa Healthcare

New service managers, and even experienced ones, often find themselves overwhelmed by myriad priorities in their day. Tasks don’t get done due to interruptions and a lack of practical techniques to effectively manage the day. This presentation deals not only in some basic time management tools and methodologies but will also will show how to develop your own “best practice” productivity and time management style with some simple to implement techniques and strategies. Topics include: The Organized Day; The Multitasking Myth; Conquering E-Mail and the Tools of Successful Organization.

About Vince Kriaciunas
As the Services Planning Manager for Agfa HealthCare Corporation, Vince is responsible for the planning and implementation of a wide variety of business initiatives dealing with revenue growth, cost containment, and employee development. Vince brings more than 25 years of real-world service management experience in customer satisfaction, profitable business growth, and marketing.