Speakers from Past Events

Abirami Janardhanam

Abirami Janardhanam is a customer centric management professional with nearly 8 years of experience in Customer Service and Contact Center Operations Management. Abi graduated in 2002 from India, with a Bachelors degree in Electrical and Electronics Engineering. She started her career in 2002 with Dell, Inc, as a Technical Support Representative and moved into the role of Call Center Operations Analyst. In 2005 she relocated to the US and served temporarily at Flextronics, before joining Endurance International Group as a Support Operations Manage r in May, 2006. As an Operations Manager, she managed the productivity, performance and workforce aspects of 6 of their support operations at 5 different vendor locations from a global CCO standpoint. She also remained the SME of metrics, reports, CRM, and various systems of their support channels such as phone, email, chat and online ticketing systems.

Bill Gerlach, Director, Service Engagement, Blue Cross Blue Shield of Massachusetts

With over twelve years experience in the health care arena, Bill’s professional experience spans marketing, communications, customer experience management, operations, and business strategy. His current work focuses on the development and launch of new ways to help Blue Cross Blue Shield of Massachusetts’ customers connect with and learn about their health plan, including the on-boarding of new Service channels. When not working on customer experience initiatives, Bill helps lead grassroots efforts within Blue Cross to advance environmentally sustainable business practices through operational initiatives and employee engagement. Bill received his M.B.A. from Northeastern University.

Amanda Voodre, Social Media Manager, Simmons College

Amanda is the Web Editor and Social Media Manager in the Online Design and Communications department at Simmons College. She develops and implements updates to key marketing content throughout Simmons' sites in order to make it effective for electronic media. Amanda is responsible for directing and maintaining online communication strategies on Simmons' social networking sites and for developing an annual communications plan that coincides with Admission's messaging. She manages the sites to align with Simmons' brand, to increase awareness, to provide customer service, and to generate a positive reputation for the College. Amanda also acts as the College's social media strategist and advises departments on their own social media initiatives. In addition to developing web- ready content for Simmons' top-level websites, she's the woman behind the 300 The Fenway blog, @SimmonsCollege / twitter.simmons.edu, and Facebook.com/SimmonsCollege