Chris is an award-winning Quality and Coaching Specialist who is passionate about sharing his expertise with the world. With a deep love of all things QA and coaching, Chris has dedicated his career to helping businesses, teams and individuals reach their full potential. Chris brings a wealth of knowledge and experience to the stage. His focus on digital training, technology and coaching sets him apart as a thought leader in the industry and his insight are invaluable for audiences of all backgrounds.

Dawn and her team of over 35 employees support 20+ business units across the Cox Automotive Enterprise. She has over 34 years’ experience in contact centers and technical support centers, with much of her time spent in Quality Assurance. Prior to joining the Cox team in 2009, Dawn spent 20 years with AT&T in various management roles including HR, training, instructional design, methods & procedures development and managing key initiatives throughout the organization. Dawn’s knowledge and passion for Quality has resulted in successfully streamlining over 35 separate QA evaluations into one Standardized QA Evaluation to support multiple business units.

Erick Sawyer has over 15 years of quality assurance and corporate compliance experience as well as an operational management background in various industries. In his current role as Chief Compliance Officer, Erick establishes and oversees the company’s day-to-day compliance operations to ensure adherence to various regulatory requirements and internal policies and procedures. Prior to Inhabit, he was the AVP of Claims Quality, Compliance and Training at AmTrust Financial, leading teams responsible for measuring the overall organizational health of a dispersed claims department to include quality optimization, compliance oversight, and the learning and development program serving over 1,200 claim professionals.

Paul has over 20 years of learning and development experience in customer service, customer experience, operations, business development, and consumer/client facing education. In his current role as Director, Paul plans and manages the learning product portfolio and designs and developments new learning products and services. His background includes K-12 education, postsecondary education, and corporate education learning and development leadership specifically in the financial and health care space. Paul has been a conference speaker at the QATC conference for the past few years. He holds a Master of Science Degree in Curriculum and Instruction and a Professional Certification of Online Education from the University of Wisconsin – Madison. He would love to connect with you on LinkedIn.

Vicki serves as Executive Director of the SWPP and QATC, and oversees the strategic direction and the day-to-day operations of the associations. She brings to the position over 16 years of experience in the call center and WFM industry, serving for many years in the area of client relations and events management for the former TCS Management Group. She is the editor of SWPP’s On Target newsletter and the WFM Expert Solutions book.