Speakers:

Manfred Stockmann European Confederation of Contact Centre Organisations	Liviu Nistoran National Authority for Communications	Ileana Bunescu Dale Carnegie	Nir Donath RTR Management Consultants
David Blatcher Nortel	Dan Mazilu Mediatel Data	Dan Levinson Business Development Manager at Kardan Communications	Razvan Iliescu Bell Gateway Software Solutions
Andreea Stanescu Vodafone Romania	Cosmin Nae Quantix Marketing Consulting	Josef Thoma Alcatel-Lucent	Dinu Malacopol Digital Cable Systems
Raluca Partenie Bosch Communication Center	Andreea Negrea Competence Call Center	Amalia Sterescu Oracle Corporation	George Suciu BEIA Consult International - Siemens Approved Partner
Carita Vallinkoski Competence Call Center AG	Ionel Dinu Crescendo, the IT&C Solution House	Cristian Nicoara Telephone Doctor	Lawrence Gilioli Euro CallCenterNet
Mihai Ilie-Goga Vodafone Romania	Bogdan Grigorescu Total Soft	Calin Nistor Amazon Business Services

If you want to become one of the conference speakers please contact us to establish the format.

Become a speaker!

We are currently accepting abstracts for potential presentations such as case studies, educational topics, best practice or instructional seminars for the Call Center Conference.

Send an email inquiry to registration@callcenterexpo.ro to express your interest and learn about our speaker guidelines.

Potential speakers include:

• call center managers and executives who can share their expertise on a particular educational topic or present a case study on their operation's success.
• call center consultants or experts who can present an interactive seminar and provide a valuable learning experience for call center managers and executives
• other industry professionals or vendors with insight into technology practices, operational best practices etc.

	Manfred Stockmann Vice-President of the European branch association ECCCO European Confederation of Contact Centre Organisations Manfred has been working on the development of personal and organisational processes within companies for more than 20 years. His focus also includes contact centre organisations and customer communication, which he has been involved in since 1994. Since studying business economics and gaining an additional computer science in economics qualification, Manfred began his career in the IT industry. After several years he focussed his attentions on strategic business development and passed through several managerial positions specialising in financial services and logistics. During this time he was responsible for reengineering and building business units (call centres as well). In 2002 he founded C.M.B.S. Managementberatung, a consultancy firm for personal and organisational development, focussing on service quality and customer orientation. Manfred is greatly involved in Call Center Forum Deutschland e.V.. He was a Board Member from 1998 – 2003 and has been the President since Autumn 2003. He is also co-founder and Vice-President of the European branch association ECCCO. He is author of numerous articles in specialist publications as well as a popular speaker and moderator at seminars and specialist congresses.
	Liviu Nistoran President ANC National Authority for Communications Born in 1968, Dorin-Liviu Nistoran has graduated the Polytechnic University of Bucharest in 1993. He has also graduated the College for National Defence, in 2001, and attended a broker course organised by the Bucharest Chamber of Commerce (1992). His professional activity is an extensive one, since he has founded several companies in the field of communications and information technology. He was an administrator/founder of Digital Pro SRL company between 1994 – 1997, general manager of Globalnet SA company between 1997 – 2000, general manager of Avenir Telecom between 2000 – 2003 and president-general manager of Net Com between 2003 – 2004. Between 2004 – 2008, he was deputy for Calarasi county, member in IT&C Commission and president of the Subcomission for Space from Roumanian Parliament. Since August 2008, Mr. Nistoran is president of the Romanian regulatory authority in the field of electronic communications, information technology and postal services.
	Ileana Bunescu Senior Trainer Dale Carnegie Climbing the career ladder step by step, Ileana accomplished, over the last 15 years, a top expertise in Customer Service, inserted on one of the fastest growing industry in the world: telecommunications. Although Ileana began her career in marketing FMCG, at Colgate Palmolive, she quickly moved into Customer Service and by 1995 Ileana was the Customer Service Administrator of DHL Romania, the leading courier services provider. Beginning with January 1997, she started her most rewarding career in Customer Operation with Vodafone Romania – Connex Romania at the time – pioneering the industry with one of the most admired brands in the country. She also developed her skills in Marketing – as Channel Marketing Manager, being responsible for the business market in Vodafone, Romania. She is also a certified trainer in Dale Carnegie Core Competencies and High Impact Presentations and worked with companies like: La Farge, AstraZeneka, Sandoz, GoodYear, Raiffeisen Bank, Oracle, Robert Bosch, Porsche, Bayer.
	Nir Donath Customer Service and Customer Relationship Management Expert RTR Management Consultants Nir, co-founder of RTR and its professional leader, has over 35 years of experience in management consulting, in general, and assisting managements in implementing their strategies, in particular. For 27 years Nir was a senior partner and Joint CEO in a leading Management Consulting firm, working in various parts of the world (e.g. Israel, Iran, Turkey, Nigeria, South Africa, Greece – and more). In April 2007 he sold his shares in the company and lead the foundation of RTR, focusing on guiding managements to lead their organizations in doing the Right Things Right. In the past 16 years he has specialized in increasing the effectiveness and efficiency of organizations’ Customer Service and Customer Relationship Management, through the improvement of their processes, structure and culture. In these areas he has worked with many organizations, in a wide range of business areas (e.g. telecom, banking, insurance, healthcare, hospitality, retail, hi-tech and more). Nir has published many articles about practically every aspect of CS and CRM – and in 2006 he also published a book, based on his experience working with organizations in these areas. He holds a B.Sc. Degree in Mechanical Engineering (1971, Technion, Haifa) and an M.Sc. Degree in Operations Research (1978, Tel Aviv University Business School).
	David Blatcher Nortel Multimedia Applications – EMEA Nortel David has worked in the Communications Industry for the past 20 years, specializing in IVR/Self Service and Contact Center solutions. His experience has straddled both the Enterprise and Carrier markets internationally. David currently is part of Nortel’s Customer Contact Solutions Team for the EMEA, responsible in particular for Eastern Europe and Israel. Nortel’s Customer Contact Solutions Team is a specialist overlay sales team focused on assisting our local Channel Partners and in Country Sales Teams on Contact Centre and Self Service Solutions.
	Dan Mazilu General Manager Mediatel Data Dan Mazilu graduated University Politehnica of Bucharest in 1990, Computer Science and Engineering department. Since 1996 is the General Manager and founder of MEDIATEL DATA, a romanian company, developing Call Centers and telephony related systems. He is considered one of the pioneers in contact solutions or call center industry in Romania and Eastern Europe. With lots of call center systems installed worlwide, his professional team is now famous for establishing the standards in the Call Center industry, ready to help any company to identify better telephony systems.
	Dan Levinson Director of Tikshoov Contact Centers Global Business Development Manager at Kardan Communications Kardan is an international investment company based in the Netherlands, listed on Euronext Amsterdam and the Tel-Aviv Stock Exchange. Dan is the Business Development Manager of Kardan Communications, the technology investment arm of the Kardan Group. With over 10 years experience in the financial sector, including corporate banking in two large banks, venture capital practice in a leading investment bank, business development and strategic planning work, Dan is involved with business development of a portfolio of technology companies. Mr. Levinson currently serves as a director of RRsat Global Communications Network Ltd. (NASDAQ: RRST) and as a director of several private companies, including Unicell Advanced Cellular Solutions Ltd. and IDIT IDI Technologies Ltd. Dan is also a director of business development of Tikshoov Contact Centers Global, a fast growing contact centers provider in the international marketplace. The company currently operates contact centers in Romania and Israel, and is moving quickly towards setting up additional centers in other parts of Europe. The company provides services for local and off-shore customers at the highest standards in the industry. Mr. Levinson holds a Bachelor of Science in Management from Arizona State University and an MBA from Tel-Aviv University.
	Razvan Iliescu President & CEO Bell Gateway Software Solutions Razvan Iliescu is the President and Chief Executive Officer of Bucharest-based Bell Gateway Software Solutions, the largest provider of operational and retail automotive software in Eastern Europe and The Balkans, with two locations in Europe. Mr. Iliescu, 35, founded Bell Gateway in April, 2001, and in 2007 expanded internationally, by establishing Bell Gateway Regional with headquarters in Skopje, Macedonia. Previously, at Connex - presently Vodafone - from 1997 to 2002, Mr. Iliescu served variously as Loyaly Specialist, Major Accounts Specialist, Customer Service Team Leader, Billing Support and CRM Developer and Integrator Specialist. At his last stage at Connex, he had primary responsibility for the integration and development of Nortel Networks Clarify CRM. From 1995 until 1997, at GfK GMBH, Mr. Iliescu served in various middle management capacities, including as Data Production Manager in Frankfurt am Main, Germany. Mr. Iliescu holds an MBA in Advanced Language Programming from The Romanian American University and a Bachelor of Computer Science from the same university. He serves as honorific member and sponsor of Sinaia Life Rescue Team in Romania. Mr. Iliescu and his wife, Raluca, have one child.
	Andreea Stanescu Senior Director Customer Operations Vodafone Romania Andreea has gathered almost 15 years of experience in customer operations area, being today one of the most well-known professionals from the market. She started her career in 1994 as Telesales Supervisor at DHL Romania. Three years later, began her journey in Vodafone (formerly known as Mobifon), first as Activation Manager and then as Customer Service Manager. Her achievements recommended Andreea to be soon promoted as Director for Activation, Credit, Collections, Fraud and Accounts Receivable. Among her many achievements, the most important were: exceeding all targets while increasing customer satisfaction and accelerating rate of growth at all levels; implementing application and behavior scoring; setting-up post-disconnection collection process and systems. In 2000, she made a short switch in her career and life, choosing to use the high degree of expertise gained until then in restructuring the operational department and implementing all necessary changes in Americel, a telecom company from Brazil. As Customer Operations Director for this company, Andreea managed to transfer some of her knowledge to the local staff, ensuring acceptance for change in processes and working culture. Between 2003 and 2008, while she was Senior Director for Consumer Marketing and Member of Executive Council at Vodafone, Andreea also brought a major contribution in the marketing department: e.g. the redesign of the consumer product portfolios; implemented first 3G infotainment portal in country; launched the most successful mobile data card for consumers in the market, etc. Now she is Head of Customer Operations and Member of Strategic Review Committee in Vodafone Romania, having the responsibility of 10 departments and more than 1000 staff.
	Cosmin Nae Executive Director Quantix Marketing Consulting Cosmin Nae has a strong background in the practice of market research and its application in marketing strategy & business management. After a short experience with Citibank Romania, he has worked 10 years in the business development and commercial strategy departments of Connex / Vodafone Romania. His responsibilities covered several research related areas, in B2B and B2C, such as market size & structure, forecasting, market segmentation, customer satisfaction, branding, etc. Leading the market research and strategic analyses department of Vodafone Romania until 2009 Jan, he had a significant exposure & involvement in global projects and international research best practices. Discovering market research since early studentship has helped Cosmin choose a way. He graduated Business Statistics and got an MD in this field, specializing in inferential statistics. To complete the picture on the qualitative side, he also graduated Sociology at the Bucharest University. He is now dedicated to grow as a small value added company, aiming to get his clients become insights-centric organizations.
	Josef Thoma Director Business Development for Contact Center Solutions Alcatel-Lucent Josef Thoma is Director Business Development for Contact Center Solutions for Alcatel-Lucent Enterprise Product Group. His role is to maximize the business performance and customer experience for Contact Center products and solutions in the region. Thoma comes with a solid 12 year experience in the Applications Business, including Contact Centers, Unified Communication and Mobility in particular. In his prior position, Thoma was responsible for Alcatel-Lucent’s Application Business in East and Central Europe. With twenty years of experience in various marketing and business organizations in Alcatel-Lucent and Hewlett-Packard, Thoma has a rich background in the software and telecommunications industry. Mr. Thoma received a PhD and MSc in Electronic Engineering from University of Technology in Vienna, Austria
	Dinu Malacopol CEO Digital Cable Systems Dinu Malacopol is a very well known personality of the Romanian telecommunication industry, having a long experience and expertise of over 22 years in this area. Mr. Malacopol is the CEO of Digital Cable Systems group (Dial Telecom is a member of it), the third player on the Romanian cable market, company that provides national integrated telecommunications and TV services (internet, telephony, cable TV, DTH). He has a MBA degree title and he graduated Electronics and Telecommunications. Mr. Malacopol professional backgorund is a very impresive one, including top government and management positions: Secretary of State in the Romanian Ministry of Communications and IT, CEO Internet & Data for Astral Telecom SA, Business Services Director at UPC Romania.
	Raluca Partenie Sales Manager Bosch Communication Center Raluca Partenie-Vasiu is at present Sales Manager at Bosch Communication Center in Timisoara. She has graduated West University in Timisoara in year 2000 and attended her postgraduate studies majoring in Enterprise Diagnosis & Evaluation until 2002. During her early years of college (1999-2003) she had started her operational background as Customer Care Representative at Orange Romania. Further on she became an internal trainer at Business Relations in Timisoara, providing Customer-Oriented & Communication trainings for the employees. Since 2004 she developed her career becoming Deputy Manager, also supervising Sales. Starting 2007, Business Relations has been taken over by the BOSCH Group as they focused on extending their business units and develop the communication services in Eastern Europe. Raluca is now proving her negotiation skills and is extending our client’s portfolio for Bosch Communication Center in Romania.
	Andreea Negrea Call Center Manager CCC Bucharest Competence Call Center Andreea climbed her career path step by step within the customer care sector. During the last 10 years she gained various experience in several areas. After graduating law studies at Universitatea de Vest in Timisoara she started her call center career in Vodafone Romania as a customer care representative where she even received awards like “Best Customer Service Representative” and “Best Back-office Representative”. Soon she was promoted as a Sales and Customer Care Representative and she contributed successfully to the opening and to the business development of the first Vodafone flagship store in Romania. In 2006 Andreea took the opportunity to develop herself in People- and Project Management for several international software companies. She started her CCC career in 2007 as Project Manager for an international airline before taking over Customer Relations and Call Center Management for CCC Bucharest, where she takes the personal and financial responsibility for over 70 employees.
	Amalia Sterescu Director Global Renewals Centers - Romania & India Oracle Corporation Director for Oracle Renewals Service Centers located in Romania and India 11 years leadership experience in managing large groups within Customer Operations & Sales Support field Working globally experience, good knowledge about EMEA, NAS, LAD&APAC customer behavior & cultural specifics Expertise in RO start-ups for important multinational companies Recruitment experience in Romania and India market; expertise in setting successful Talent Management Models for Sales Support community Experience in developing strategies to increase customers & employees retention in Telecom and IT field based on external or internal market research Expertise in setting successful processes in order to increase support revenue
	George Suciu General Manager BEIA Consult International - Siemens Approved Partner George Suciu graduated the Polytechnic University of Bucharest in 1972, specialization at the Faculty of Electronics and Telecommunication. In 2004 he graduated the Telecommunications Executive Management Institute of Canada (TEMIC). His career started as telecommunication researcher, between 1972 and 1990 he worked at the Institute for Research, Projects and Testing in Telecommunications (ICPTTC). In 1991 George Suciu has founded the company BEIA Consult International SRL, a hardware and software integrator delivering telecommunication solutions. As General Manager he has always promoted new technologies, expanded the range of products and invested in research for innovative IT & C solutions. With an experience of over 18 years in PABX, IVR, Call / Contact Center, Unified Communications the company developed partnerships with leading manufacturers like Alcatel, Siemens, Dialogic, Voxtron, FMT, Enterasys, Hughes. As a member of the Romanian - German Chamber of Commerce (AHK) Mr. Suciu has been offering consulting and services in the IT, Telecom and software industry to various companies.
	Carita Vallinkoski Expansion Management Competence Call Center AG Carita Vallinkoski (38), is a founding member of the Competence Call Center. She has 15 extensive years of experience in the industry. Born in Finland, Carita was presented with the “Best Contact Center Leader in the World“ award by an international Jury of experts at the Contact Center World conference 2006 in Las Vegas. Carita’s managerial efforts and her commitment to her employees and the call center industry convinced the jury to choose her for this prestigious award. Carita is an enthusiastic manager and a charismatic speaker who has been running the CCC sites of Vienna, Bratislava and Bucharest with more than 600 employees since the companies inception. It comes as no surprise that for 15 years, Carita has been considered a leading figure in the call center industry demonstrated by the training concepts she has developed and her professional project management, Carita sets the standards for the whole industry. Employee motivation and training mark the leadership style of this call center expert, who has taken on a pioneer role for the industry. Since 2007 Carita has successfully lead the Expansion Management team within the Competence Call Center and in doing so effectively extended and established the CCC sites of Bratislava, Bucharest and Istanbul.
	Ionel Dinu CRM Business Unit Manager Crescendo, the IT&C Solution House Ionel has a great experience, over 10 years, in implementing Customer Relationship Management solutions and Call Center solutions in telecommunication and banking areas. Ionel is passionate about CRM. He knows very well the call center customers expectation and does his best for customer satisfaction, which is considered as a strategic objective. With an extensive knowledge of processes and technology in IT and a consultative approach Ionel is the kind of person that can tell you that everything is possible. Today he is CRM Business Unit Manager at the Crescendo, the IT&C solution house. The projects coordinated by Ionel are the best visit card for his experience, professionalism and customer oriented attitude.
	Cristian Nicoara Consultant Telephone Doctor Cristian Nicoara joined Telephone Doctor ® Team, bringing his experience gained in customer operation department at one of the biggest multinational telecommunications company. Though he has a technique-based background, he chose to become a professional trainer after he developed and delivered training programs for Customer Service Department, Telesales and Front-Line, activity that he understood it represents him. In private he has a hobby for photography and he considers that this hobby and being a trainer have something in common: both offer you unlimited ways to express your self with great impact for the viewers. Due to creativity, humor and experience, Cristian gives a plus value to every delivered training.
	Lawrence Gilioli Director Business Development Euro CallCenterNet Lawrence Gilioli is Director, Business Development for Euro CallCenterNet, founding and developing this business of Call Center Franchising Network. Native speaker of Italian, but having as mother tongue the English, he graduated the New York University, the Bachelors Degree in Political Science and attended his post graduation studies in Telecommunications, at the same New York University. Starting his career in Boston, as Product Manager Fiber Optics, followed up few other steps in Telemarketing and Market Research as General Manager Italy at Dunsnet Filiale Italiana, Founder and President at Amitel Filiale Italiana, Director Italy at Netnet Italy SPA. He developed his career founding and managing a Call Center for Audiogroup, then became Partner and Business Developer, at MT&T SPA, contributing successfully to all of these business projects. An extensive 20 years of experience, serving important corporations (as: BMW, Autogerma Skoda, Autogerma SEAT, Pagine Gialle, Telecom Italia, Intel, Oracle, HP, Kompass, Avvenire, Woolwich Bank, Disney, Levi's, Microsoft, Dolma Masterfood, Star Alimentare, Peugeot, Merck Sharp & Dohme, Schwarz Pharma, Farmila, Recordati, Vichy, Dr. Scholl's, Unilever and others), allowed Lawrence to take on board a completely new challenge: he founded CallCenterNet Franchising Network, the first Global Network of Distributed Call Centers in Franchising.
	Mihai Ilie-Goga Director for Customer Service for Consumer Market Vodafone Romania Mihai Ilie-Goga has more than 10 years of experience in the Customer Service area and presently he is Director for Customer Service for Consumer Market at Vodafone Romania, for more than a year. His journey in this industry began in 1997 when Mihai, being a student at the Polytechnic University of Bucharest, specialization in the Industrial Chemistry, has joined Connex - presently Vodafone. He started as Activation and Risk Assessment Officer in Credit, Connections and Dealer Support Department, being soon promoted as Team Leader within this department. Between 2003 and 2007 Mihai has passed through several management positions in Customer Service Department, during which he has accumulated a lot of experience and has been involved in the development and implementation of many important departmental projects. Among his many achievements, the most important are: Together with the teams involved, he implemented the first online activation system (POSADA), the non-payment risk checking system (Preventel) and the electronic recharging system. The implementation and development of self care tools - USSD. Successful involvement in processes meant to increase efficiency at call canter level. The implementation of Next Best Activity (a customer centric up-selling business model). He contributed to the enrichment of the call center activity, from Customer Care only to Customer Care & Up-Sell & specialized retention (in several months, the call center was the best channel for specific product selling) He implemented Customer Satisfaction Survey through IVR This summer, Mihai is going to graduate an Executive MBA Program from ASEBUSS in partnership with KENNESAW STATE University, Atlanta. Now, as Director for Customer Service for Consumer Market, Mihai has the responsibility of two Vodafone call centers (Ploiesti and Brasov) with approx 500 consultants.
	Bogdan Grigorescu Charisma Business Applications Manager Total Soft Bogdan Grigorescu graduated with high honors from Harvard University (USA) in 2004 and shortly after joined TotalSoft, a leading Romanian provider of business software applications. He started his career in the Marketing Department, being in charge of managing TotalSoft’s international partners and clients, and gradually moved towards project management. At the moment Bogdan manages Charisma Business Applications Department, TotalSoft’s most innovative department specialized in developing and delivering integrated business solutions based on various Microsoft technologies (Dynamics CRM 4.0, SharePoint). The Charisma Business Applications offer spans from CRM based solutions (Call Center, Collection, Contract Management) to Document Management, Intranet, Office Automation, ePurchasing and eProcurement.
	Calin Nistor Sr. Business Consultant Amazon Business Services More details soon