2010 Board of Directors
President - Dawn Kirspel
Dawn Kirspel began her career with The Center For Client Retention in 2000 while an undergraduate student at Rutgers University. She progressed from her initial position as a part-time associate to Account Manager upon her graduation. Since November, 2003 Dawn has held the position of Director of Operations. In addition to her responsibilities related to management of internal staff functions, Dawn has been successful in developing and managing consultative relationships with Fortune 500 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, Secretary, Vice President and is currently President. In 2007, she received the Chapter Star Award at SOCAP’s National Conference for her involvement with the chapter.
President Elect – Andy Frost
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 five years ago as a Market Research Associate, and earned his current position by providing support to all departments within the organization. Andy 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 Metro SOCAP Chapter Board of Directors in 2006 as Assistant Treasurer and has also served as Treasurer.
Vice President Membership – Jack Sullivan
Jack Sullivan possesses over 17 years of Consumer Affairs experience within the Consumer Package Goods industry. He currently manages the operations and training functions for Unilever with staff in the US and Canada. Prior to this, he held several positions managing teams focused on leveraging consumer insights and building brand relationships. He has been a member of SOCAP for over ten years and holds a masters degree in Human Resources Education.
Secretary – Kelly Herkalo
Kelly Herkalo began her career at Mars Chocolate NA in 1981. Mars Chocolate NA is one of the leaders in the confectionery business. In her 25 years in the Consumer Care Division, Kelly has held various positions including call center rep, Consumer Care Trainer for US and Canada. Currently Kelly is responsible for Contact Center Operations, overseeing the operations of the contact center. She continues to play an active role on the Mars Globalization project. Kelly has been a member of SOCAP since 1990.
Treasurer - Mike Dempsey
Mike Dempsey began his career at Consumers Union (CU) in the fall of 1997 as a Customer Relations Representative. Consumers Union is an expert, independent, nonprofit organization whose mission is to work for a fair, just, and safe marketplace for all consumers and to empower consumers to protect themselves. In his ten years in the Customer Relations Department, Mike held positions of increasing responsibility, including supervision of both the home office call center and CU’s external vendor. In 2007, Mike moved to the Web Product Management Department where his current responsibilities include product management and support duties for car information products.
A graduate of SUNY Cortland with a degree in Communications, Mike has been a SOCAP member for nine years.
Advisor to the Board - Sam DiLiberto
Sam DiLiberto has worked for 24 years in the customer care arena. A graduate of Rutgers University, Sam started with the Sony Corporation in 1983 opening Sony retail stores all over the country. He migrated into the customer service arena when Sony purchased CBS Records and Columbia Pictures, where he brought the voice of the customer to the table and drove transformational changes to the customer experience.
After spending 5 years with two mid-size service providers as Vice President of Sales, he founded Premiere Response (www.premiereresponse.com), with his partners, Beth Ziff and CJ Stafford; both highly successful partners in the consumer affairs marketplace. The goal at Premiere Response is to deliver world class service to the consumer at every touch point. Sam has been a active member of SOCAP for 14 years and continues to support the growth of the New York Chapter, with a creative energy within the organization that inspires and drives all the people around him.