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Advisory Board
CCPN has composed a very talented Advisory Board and we are all looking forward to working together to provide our network members with the most value-added experiences and resources available.
Anyone is welcome to attend Advisory Board meetings, held every third Thursday of each month. If you are interested in holding this Board Meeting at your venue, please email Katie Molloy or call 760-438-1809.
CCPN Advisory Board Members
 Donna Kruse, Director of Events
Donna joins CCPN with more than 12 years experience working with contact centers throughout the Western region. Donna started her career with AT&T/Lucent/Avaya, marketing premise-based hardware and software solutions to businesses ranging from mid-sized, single site companies to large global accounts with 300 or more locations. In her current role as major accounts executive for Qwest Communications, Donna works with a few hand-selected clients in San Diego on all aspects of their business technology projects. Donna heads the director of events position for CCPN and is responsible for researching and identifying future venues for each quarterly CCPN event. In addition, Donna recruits guest speakers in alignment with topics designated by the board and its members.
 Shellie Schmadeke, Co-Chair, Media Relations
Shellie has more than 15 years experience in contact center management, primarily within the healthcare industry. She started her career with PCF Healthcare Systems in Phoenix, Ariz., as a customer service representative and grew into a supervisor role, overseeing more than 20 customer service agents. After moving up the ranks by providing exceptional service, she was eventually promoted to account manager, overseeing prominent clients throughout the U.S. Upon relocating to San Diego, Shellie landed a position with American Specialty Health as manager of the customer service center, where she managed 40 representatives and was instrumental in reducing call hold times by more than 20 percent. Currently, Shellie serves as director of customer service and Internet support for American Specialty Health--with approximately 100 customer service agents. Shellie completed numerous trainings and conferences related to contact centers and recently completed a certification course in call center management through the University of Phoenix.
As the co-Chair for media relations, Shellie assisst in conducting e-mail polls and surveys. She also researches articles to acquire and distribute information relevant to contact center issues.
 Jeff Toister, Membership Services
Jeff Toister has worked with contact centers in leadership and training roles since 1997. His areas of expertise include customer service, leadership development and performance improvement. In 2006, Jeff earned his certified professional credential in learning and performance (CPLP) from the American Society for Training and Development. In 2005, Jeff founded Toister Performance Solutions to help clients improve customer service and employee performance. He also worked for Chadwicks of Boston with more than 600 representatives as a training supervisor and Sovietski Collection (12 representatives) as a contact center manager. Jeff continues to work with contact centers today as a consultant and trainer. Jeff is an active member of several professional organizations including ASTD and ASTD San Diego, where he has served on the Board of Directors since 2005. As director of membership services, Jeff is responsible for increasing CCPN membership and awareness in the community.
 Dawn Porter, Education and Training
Dawn's 10 years of contact center experience and master's degree in business give her the skills to help employees achieve high performance. She has been successful in helping contact center representatives capitalize on their strengths (those behaviors that come naturally to them) and teaching them to productively apply those strengths to be more successful. Dawn started her career as a customer service representative with Road Runner Sports in 1997 and was promoted to supervisor, overseeing a team of between 12 to 30 representatives. Recently, Dawn was promoted to training and development coach at Road Runner Sports. As chair of education and training, Dawn is responsible for providing on-going education and training opportunities to our members and the contact center community.
 Susy Wysocki, Co-Chair, Education and Training
Susy joins CCPN with a master’s in education from the University of New Haven and has an extensive background in customer service. Although new to the staffing industry, Susy has already done an amazing job as an account manager for InQ Contact Center Specialists, a division of The Eastridge Group of Staffing Companies, specializing in the placement of contact center professionals. In addition to her recruitment skills, she continues to build solid relationships with clients based on communication, integrity and delivering her best. Since her transition into the staffing industry, Susy has already placed more than 65 candidates into career opportunities at several contact centers throughout San Diego. Her role as co-chair to education and training is assisting with and identifying areas that CCPN can provide additional training and education to the contact center community.
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Member Benefits |
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Networking Opportunities
Contact Center Events & Speakers
Contact Center Site Tours
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