Board of Directors
All members of the board can be reached by emailing
board@austincontactcenter.org.
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Jewell Parker - Chair
Austin Energy
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Ms. Parker has more than 25 years of call center experience, specializing in c
all center and environments and is a Certified Call Center Manager from the
Purdue University Centerfor Customer Driven Quality. She has proven success in every aspect of Human Performance Management including recruiting, staffing, instructional design and training delivery, employee retention, performance evaluation and improvement strategies. Illustrating her commitment to continuous improvement,
Jewellis also a trained Six Sigma Green Belt, an ISO Certified Auditor and certified Project Management Professional (PMP).
She is a graduate of the Leadership Austin Class of 1995-96, served on the Boards of the Greater Austin Chamber of Commerce, the Greater Austin Quality Council and the Capital Area Workforce Development Board. Ms. Parker is a graduate of Purdue University and is currently pursuing a Masters of Strategic Foresight degree from
Regent University.
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Carrie Fidler - Austin 311, Secretary
Carrie has been in the call center industry for seven years and a total of fifteen years of customer service management experience. As a call center supervisor, she concentrates her efforts on coaching so as to improve the performance of each of her team members. Her success as a manager can be attributed to her constant emphasis on providing excellent customer service. Carrie attended ACCA meetings as a member before joining the board of directions and found a world of knowledge from each guest speaker. She has an appetite for knowledge and loves to give back to organizations. She sees volunteering for the the ACCA board as a way to she accomplish both learning and contributing while enhancing her leadership skills.
Mark Brody - Texas Guarantee, Treasurer
Mark Daniel - Austin 311, Vice President, Contact Center Membership
Mark has more than 17 years of Call Center experience, 15 of them as a supervisor. Mark believes the key to growing call centers to their maximum potential is hiring, training and mentoring people to perform to their potential. He has built a successful career by focusing on employee retention while maintaining performance measures. Mark also has experience worked with staffing agencies, interviewing and training new hires.
Mark has a commitment to continuous learning and has completed Benchmark Portal's College of Call Center Excellence Call Center Manager Certification, Crucial Conversations, Diversity Management, Workplace Professionalism and Motivating others to name a few. He
has been an active member with ACCA for the last couple of years and volunteered to assist with the 2011 Fall Symposium. After such an exciting and successful symposium Mark decided to get involved and join the ACCA Board. Mark invites you to join any of our committees and help make an even better association and a bigger Fall Symposium each year.
Erv Nerius - Vice President, Industry Partner Membership
Joan Maddux - Texas Guarantee, Vice President Marketing
Alan Forster - Cross Telecom, Board Member
Kristi Fox - Volt Workforce Solutions, Board Member
William Kizer - Oak Hill Technology, Board Member
