Eunice Stern worked for Volvo Cars of North America for 21 years in Consumer Affairs, Retailer Support and in 1996 became the Manager of the Customer Care Center for Volvo's North American Market. She represented Volvo in their global arena to align CRM initiatives for systems, quality assurance processes, customer care solutions and to establish a consistent environment in line with a luxury brand and company values. Eunice currently serves on the SOCAP International Board of Directors. She has been an active member of SOCAP for over 10 years, has served on the National Chapter Relations Committee, spoken at local chapter events and served as Secretary, Vice President and President Elect for the NY Metro Chapter.

Liz Samuels possesses over 16 years of Consumer Affairs experience across industries. She currently manages the Consumer Relations Brand Information function for a large number of categories within Bayer Healthcare. Prior to Bayer, Liz has held positions at the Colgate-Palmolive Company, York International and The Estee Lauder Companies.

She is accredited with the development and national roll out of the Customer Satisfaction program for York International Sales and Service divisions where she received the North America Service Achievement award.

Liz has been a member of the Society of Consumer Affairs Professionals in Business (SOCAP) since 1992. She served on the NY METRO SOCAP Board of Directors on a number of committees, holding the position of Secretary (2006) and Vice President (2007).

Liz holds a degree in Communications and English.

Dawn Kirspel began her career with The Center For Client Retention in 2000 while still an undergraduate student at Rutgers University.  She progressed rapidly from her initial position as a part-time associate to become Account Manager upon her graduation.  Since November, 2003 Dawn has held the position of Director of Operations at The Center For Client Retention.  In addition to her responsibilities related to management of internal staff functions, Dawn has been successful in developing consultative relationships with clients. Dawn was first elected to the NY Metro SOCAP Chapter Board of Directors in 2005 as Assistant Treasurer and has also served as Treasurer and Secretary.  In 2007, she received the Chapter Star Award at SOCAP’s National Conference for her involvement with the chapter.  

Secretary – Karen Castellano

Karen Castellano, Director of Business and International Sales Service for Tiffany & Company. She has the overall responsibility for customer service and sales functions in support of web and phone customers in Business Sales and store support in the International and Trade channels. The Consumer Affairs professionals who staff the Tiffany contact center work to deliver products of enduring quality and value while providing a level of service that is unparalleled in the industry. Karen has been a member of SOCAP since 2004 and served as NY SOCAP’s Program’s chair for 2006 and 2007.

Andy Frost is a Senior Account Manager for The Center For Client Retention, a NJ-based market research firm which specializes in measuring customer satisfaction and loyalty for Fortune 100 clientele. Andy joined the staff of TCFCR three years ago as a Market Research Associate, and earned his current position by providing support to all departments within the organization. Last year, he was promoted to the position of Senior Account Manager, and he now coordinates a wide variety of research projects for many of the firm’s clients.

A graduate of Rutgers University, Andy earned his Bachelor of Arts degree in 2000, majoring in Political Science with a Communications minor. Andy was first elected to the NY SOCAP Board of Directors in 2006 as Assistant Treasurer and is currently serving as the board’s Treasurer.

Claudio A. Pugliese has 20 years of experience as a call center
professional. His background includes industries such as pharmaceutical marketing (Access Worldwide), consumer healthcare (Pharmacia and Pfizer), consumer products (Colgate-Palmolive) and finance (US Trust Company and Citibank). He is currently
the Customer Care Manager for MARS Direct.

Claudio has been recognized for the development and implementation of several relationship marketing models. These models include utilizing call center data and insights to support marketing surveys, sampling frames and new product development, as well as benchmarking competitor response management. Claudio has been a member of the Society of Consumer Affairs Professionals
in Business (SOCAP) since 1992. He served as co-chair of the Program Committee for the NY METRO Chapter of SOCAP in 2002.