The SWPP  Board of Advisors is composed of recognized call center industry leaders and workforce planning experts.  This group provides leadership for SWPP and directs many of its activities.

Here is a list of the SWPP Board of Advisors:

Kirwyn Adderly

Kirwyn Adderley has over 20+ years of operations and workforce management experience. He currently serves as the National Director of Workforce Management for Walgreens Centralized Services Site Operations Retail Central Operations. Kirwyn was the recipient of the 2014 Society of Workforce Planning Professionals (SWPP) Workforce Management Professional of the Year award.

Louise Andrew

Louise Andrew, CWPP, has been with AccorHotels (formerly FRHI Hotels & Resorts) since the opening of its Global Reservation Centre in Moncton, New Brunswick (Canada) in 1995. As Director, Workforce Planning, Louise brings over 20 years of Workforce Management expertise. She is a member of the centre’s Executive Leadership Team and oversees the Workforce Planning function which includes short term, long term as well as strategic planning. Louise sits on the SWPP Board of Advisors and is a member of the Intradiem Customer Advisory Council. She is also the Local Leader for the Atlantic Canada Chapter of the Aspect User Group and the President of the Genesys Decisions User Group.

Jeff Bretana
Navy Federal Credit Union

Jeff is currently serving as a Workforce Management Analyst III with Navy Federal Credit Union. He has 12 Years Workforce Management Experience and seven Years Experience with Staff Planning/Annual Financial Planning working on Contact Center WFM, Branch Operations WFM, and Collections WFM teams. He has presented over a dozen sessions at eight different conferences. Jeff was a 2013 Finalist for SWPP’s Workforce Planning Professional of the Year award and the 2017 Winner of Verint’s Engage Global Customer Awards for Optimizing the Workforce. He holds a BS in Management from The Florida State University.

Debbie Davis

Based in Tulsa, OK, Debbie is the Director of Customer Service Support for ONE Gas, which oversees the functions within Customer Service related to Training, Quality, Workforce Management, Reporting, Planning, and Systems Administration. Previously with Trase Miller Technologies as Managing Director of Operations for 22 years. She led a 24 x 7 x 365 technology infrastructure team supporting workforce management, real-time operations, IT, telephony, quality assurance and tour system platforms. Debbie has been a member of the SWPP board for 13 years. She holds a certification for ccSigma Yellow Belt for contact centers.

Robert Dobson
Webster Bank

Robert (Bob) Dobson is the Director of Workforce Management for Webster Bank, previously with InterContinental Hotels Group (IHG) Reservations and Customer Care and StubHub organizations for 20+ years. Bob currently leads the Workforce Managements teams at Webster Bank supporting Planning, Scheduling, Real Time Call and Staff Management, and WFO Reporting and Analytics.  The Webster Bank WFM Team supports teams across their In House and Outsource contact centers that include both in office and remote agents.  Bob was named the SWPP Workforce Management Professional of the Year in 2012.

Drex Fitzwater

Based in the DC area, Drex is a Workforce Management professional with more than 16 years of multi-site/multi-channel/multi-lingual contact center experience encompassing forecasting, analysis, reporting, staffing, and performance management. He has strong analytical, leadership, and collaboration skills with proven results in strategy implementation and workforce management methodologies in both small and large scale contact centers.

Todd Gladden

As VP – US Operations for Planmen Consultancy, LLC, Todd specializes in the areas of Learning/Development, Workforce Management Operations and Contact Center Operational Process Consulting. With 40 years of experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning/development. Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process, human resource and training opportunities where significant productivity gains can be realized. He is a regular speaker at industry conferences, has published articles in trade journals and conducts seminars as an industry expert. He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for the International Society of Workforce Planning Professionals (SWPP) and The Quality Assurance and Training Connection (QATC).

Tony Graczyk
Principal Financial

Tony leads the engagement center WFM and planning team at Principal.  He has over 20 years of contact center operations knowledge with over 15 of those years spent actively working in WFM where he has performed all major functions of that realm including forecasting, scheduling, long-term modeling, reporting, and data analysis.  Comfortable in exploring possibilities inside and outside of the box, he is a think-tank for finding solutions to meet or exceed business needs or to fill process gaps, including solutions that leverage existing applications beyond the confines of their traditional functions.  He continually endeavors to maximize the capabilities of his team for the benefit of customers and employees of the organization.  He was a finalist for the Society of Workforce Planning Professionals (SWPP) Workforce Management Professional of the Year award in 2008 and 2010, and was selected as the award recipient in 2016 – each time for different processes and features that he saw from initiation to completion.

Jessica Harris

Jessica Harris is Workforce Manager for EPIQ. She has over 20 years career experience, specializing in workforce optimization, outsourcing, technology modernization, project management, data analytics and business continuity. She was a finalist for the 2017 SWPP Workforce Management Professional of the Year.

Kristi White Holcombe

Kristi Holcombe is Sr. Director of Workforce Management for Travelers. She has over 25 years of contact center experience in a variety of industries: travel, warranty, and shipping. Her experience includes Operations, Intraday Management, Scheduling, Forecasting, Call Routing, Reporting and Analytics. Kristi has over 15 years of Workforce Management experience and is a Certified Workforce Planning Professional (CWPP).

Marshall Lee

With a background inclusive of training, workforce management, business process, and coaching, Marshall understands what it is like to work in each part of the WFO spectrum. He has worked in contact centers and back office support teams, across varied industries including telecommunications, tech support, insurance, HR support services, and healthcare services. Marshall has been a speaker and published contributor for ICMI, SWPP, QATC, and CRMXchange. He has previously supported contact centers ranging in size from 20-3000, serving at the Charitable Resource Foundation, Charter Communications, SHPS, Carewise Health, ADP, and FIrstsource Solutions. He is currently a Director of GWFM at TTEC; he serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.

Victoria Marcella
Warby Parker

Victoria Marcella is a Senior Manager for CX, Workforce Planning for Warby Parker.  She has over 20 years of workforce management and leadership experience in multiple contact center industries that include e-commerce retail, healthcare, captive auto financing, and BPO.  Known for her strong leadership and talent development skills in workforce management, her proudest moments have been her contributions to diversity and inclusion in the workplace, as a leader in corporate and local diversity councils and employee resource groups.  Victoria was a finalist for the 2010 SWPP Workforce Management Professional of the Year and has been on the SWPP Board of Advisors since 2014.

Sandra McFatridge
Nissan Group of North America

Sandra is currently the Sr. Manager, Workforce Optimization with Nissan with responsibility for Workforce Management and Quality Monitoring. Sandra has over 25 years of experience in contact centers and workforce management in a variety of industries including; hospitality, finance, healthcare, insurance, and technology. Sandra has participated as a panelist or speaker at numerous contact center events over the years. Sandra holds a Bachelor’s of Business Administration from Dallas Baptist University, a Master’s of Business Administration from University of Phoenix and is a Certified Workforce Planning Professional (CWPP). Sandra received the SWPP Workforce Management Professional of the Year award in 2005.

Jason Persico
Wyndham Destinations

Jason Persico has over twenty in the contact center space with nearly nineteen years of his experience within workforce. He currently serves as the Director of Workforce Optimization for Wyndham Destinations. In his role, he oversees all aspects of Workforce Planning, Contact Center Vendor Management, along with WFO Reporting and Analytics. His proven performance in leadership, strategic planning, and process improvement has allowed Jason to drive performance and deliver financial gains for the various organizations he has served. He has shared his experience through various speaking engagements on topics such as workforce management, leadership, vendor topics, and contact center strategies.

Mark Rhodes
Edward Jones

Mark Rhodes is currently the Senior Department Leader for Work Planning at Edward Jones. Prior to that he spent 13 years at Progressive Insurance where he held several different positions as a Workforce Management leader in the Claims and Service divisions. Mark has over 20 years of leadership and Workforce Management experience in Fortune 500 companies, and has a passion for automation and efficiency. Mark has a Bachelor of Arts degree in History from Miami University (Ohio) and is a Class “A” certified martial arts instructor in Kajukenpo Karate.

Rick Seeley

Rick Seeley has over 30 years of WFM experience and has served in all capacities from analyst, manager, senior manager and business consultant.  He was one of the original members of the SWPP Board of Advisors.  Although Rick is currently retired, he is still involved with WFM and SWPP.

W. Edward Spearrin, Jr
The Call Center Consulting Group

Matt Troxell

Matt Troxell began his Costco career in the Bakery of a warehouse in Parker, CO. After several years in the warehouse, he decided to expand his knowledge by moving to the Costco Member Service Center (aka Call Center) in Issaquah, WA. Becoming the very first manager of Workforce Management for the Costco call center in the beginning of 2016, Matt was able to reach out to other industry WFM leaders through the assistance of SWPP and help build a successful program for Costco.

Andy Wainwright
Toyota Financial

Andy Wainwright is the Director of Business Intellgence Shared Services for Toyota Financial Services (TFS) responsible for enhancing data and analytics capabilities for Toyota’s captive finance companies around the globe. Andy’s passion for data and analytics stems from 20+ years of financial services contact center experience and his deep roots in the Workforce Management space. A popular speaker on WFM and Business Process Outsourcing (BPO), Andy is deeply committed to process improvement, is Six Sigma Black belt trained and proud of his Kaizen Coach certification(s). As a graduate of the British Royal Naval Academy, his educational background and military experience did nothing to prepare him for an exciting life in contact center WFM.