Leadership Conference 2019
MORNING BREAKOUT SESSION I
10:15 a.m. to 11:15 a.m.
CX: Customer Experience Is THE New Product
Brian Rothe, Director of Product Management – Omnichannel, Servco Pacific
In his role, Brian oversees digital product development for Servco’s automotive business and mobility services. Previously, he was a member of the Servco Marketing team where he was responsible for website development and maintenance, digital advertising, social media, and reputation management. Before joining Servco in 2012, Brian was a cast member at Disney Interactive where he developed marketing strategies and produced content for Disney’s family suite of websites.
Elliot Mills, Vice President, Hotel Operations, Disneyland Resort and Aulani, A Disney Resort & Spa
Elliot oversees all operations for the Disneyland Hotel, Disney’s Paradise Pier Hotel and Disney’s Grand Californian Hotel & Spa in Anaheim, Calif., as well as Aulani, a Disney Resort & Spa, in Ko Olina, Hawai‘i. He began his Disney career in 2010 as an integral leader in the opening of Aulani Resort, helping to develop the culture and values in which Aulani Resort Cast Members thrive. Aulani Resort flourished under Elliot’s steadfast leadership, receiving several prestigious industry awards. Elliot is a true pillar in the Hawai‘i travel industry, having worked in resort management for more than 25 years. Elliot gives back to the Hawai‘i community through service as a board member for Hawai‘i Pacific Health, HMSA, Kapi‘olani Women and Children’s Hospital, Hawai‘i Visitor’s and Convention Bureau and Hawai‘i Community Foundation. In 2017, Elliot was appointed to Kamehameha Schools Board of Trustees.
Michael Contreras, Executive Director, Unified Contact Center, Hawaiian Telcom
Michael Contreras was promoted to Executive Director – Unified Call Center in October 2018. In this role, he oversees Hawaiian Telcom’s customer contact centers including its Consumer Sales Center, Business Sales Center, and 24-Hour Service Center that processes calls and online service requests for phone, High-Speed Internet and TV.
In 2018, Mr. Contreras spearheaded the transition of the three centers to a Unified Contact Center to better meet customer expectations, mitigate customer satisfaction risks, and realize consistent best practices across all contact centers. >Mr. Contreras previously served as Director – Customer Care. Before joining Hawaiian Telcom as Senior Manager – Network Operations Center in 2013, Mr. Contreras served as Senior Manager – Customer Service Operations for Jawbone, a technology and wearables company headquartered in San Francisco.
Prior to that, Mr. Contreras, who has more than 12 years of experience in call center operations and management, held operations support positions at MegaPath Inc., a business communications company in Pleasanton, California. He served for six years in the United States Navy.
Moderator: George Yarbrough, Co-Founder, Impact Hub Honolulu
George Yarbrough is an entrepreneur dedicated to impact. He is co-founder of Impact Hub Honolulu, which is Hawaiʻi’s largest coworking, community, office and event space that is part of the largest global network of social entrepreneurs. The Impact Hub Honolulu team is driven to create a safe place where innovation, collaboration, and growth can happen across all sectors.
His past professional experience is tied to the public health sector. First, he was with Operation Smile, a global charity that gives free surgeries to those who suffer with cleft lip and cleft palates. George started as a global coordinator and then moved into managing the Africa and Middle East programs. He then moved into the medical team response research field working with the US Department of Defense Center at the Center for Excellence. He graduated from the University of British Columbia with a focus on economic geography and a minor in economics.
