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Happening in Music City & Around
Expectation vs. Reality: Exceeding Customer Expectations Luke Keultjes Each one of us is a customer. In some way, and in some form, we have all purchased goods or services. Daily, we interact with people who are the faces for the companies they represent. The cashier at the gas station, the stock person at the[…]
In my world, I am reminded about the importance of customer service agent training every day. My clients are from different backgrounds, industries and geographies, however they all share a common goal for their companies: delivering the best customer service in their market. To begin with, it requires hiring the right individual. We all know[…]
Mother’s Day is that time of year to celebrate the ladies in our lives that make everything better. Despite the usual hectic schedule, I started to plan for this occasion as early as possible. I make reservations for the traditional Mother’s Day brunch, I place an order for the flowers and I purchase a few special[…]
Click here for full podcast audio Gerry was fortunate to learn a valuable lesson as a young leader that helped to change his path. Being an eager and confident leader he volunteered to lead a team in a business simulation as part of a leadership development program. Gerry thought he knew a[…]
Mission & Vision
Our mission is to be the value added industry association providing leadership, education, and networking for all support professionals and suppliers in Middle Tennessee.
Our membership group harnesses the power of community by creating opportunities to collaborate as support professionals.
Promote professional development and recognition.
Provide regular chapter events with high value content.
Share industry best practices.
Remain vendor neutral.
Peter Bell | President
I started my career path in support in 1996 as a front line support technician for Dell Computers at their headquarters in Round Rock, Texas. When Dell set up a support Center in Nashville in 1999, I was fortunate to be part of the team that assisted in that startup. This was a great move for me as I met the love of my life in Nashville and soon after was married in 2001 and started raising our family. I've always been passionate about Technology and spent 11 years at Dell Support doing just that. I realized over time it wasn’t all about the technology that drove my passion it was really about the people I was helping both internally and externally that kept me going. I’ve held many roles while at Dell and in 2006 was promoted a Manager leading a team of 30 support professionals and enjoyed every minute of it. In 2007 I accepted a position managing a second level technology support team in Deloitte’s Internal CallCenter center. With the support of Leadership at Deloitte this is where I’ve been able to take my career to the next level as a leader. In 2008 I joined the HDI Music City Board and have supported our local chapter on many different levels. In 2013 I took the role of President leading the Music City Chapter and it’s been a fantastic ride ever since. We are a group of passionate volunteers that believe strongly in the power of networking that helps connect support professionals in the Middle Tennessee area. If you have any questions or concerns please feel free to connect with me directly anytime.
Steve Antes | VP Finance
Steve has a lengthy history in tech support, starting when he was presented a Zenith laptop nobody else knew what to do with. He found some floppies in the box, installed Windows 1.1, and never looked back! After several years in federal service he returned to his native Nashville and spent the next 16 years in various technology and customer support leadership roles with Deloitte, one of the Big Four accounting firms and arguably the largest consulting firm in the world. Since 2014 Steve has been leading the UL WHS support team on a journey to teaming in support excellence. Steve was present at the relaunch of the Music City chapter and has been an active board member in the local chapter since 2008. In 2014 he was also elected to the position of VP of Finance for the HDI Southeast Region. At the national level, Steve leads the HDI VP of Finance quarterly grassroots calls and assists HDI Global with communications to that network of financial caregivers.
Tim Alexander | VP Vendor Relations
Tim is a 36 year veteran of the telecommunications industry having served in various capacities ranging from technician to management. As a Territory Account Manager, he believes this experience can help bridge vendors expectations with chapter membership creating a win/win relationship. Tim joined the HDI Music City Board as VP of Vendor Relations in January, 2015 after being an annual sponsor the preceding year.
Sarah Reed | VP Programs
Sarah Stealey Reed has over 19 years of global expertise in operations, offshore outsourcing, customer experience, and contact center management. She’s an influential leader who has built contact centers from the ground-up, fiscally managed them for growth, and acted as a turn-around specialist for struggling metrics and employees. Sarah is currently a leader for the CallCenter at Deloitte Services LP, which operates internal support for its global employees from three facilities in Hermitage, TN, Los Angeles, CA and Hyderabad, India. Sarah was previously the Content Director and Senior Analyst for ICMI, responsible for the community’s editorial content, strategy, and research analysis. She’s a writer, analyst, blogger, and social poster, and speaks worldwide on emerging trends and best practices in customer support.
Nate Brown | VP Membership
Nate Brown has had an outstanding day when he is able to help customers. As a Client Services manager for a technology organization, Nate’s ambition is to create outstanding service interactions through creativity, knowledge and professionalism. He is an HDI certified Support Center Manager, VP of Membership for the HDI Music City Chapter and Speaker in the Southeast region. Nate is also the founder and primary author for the service blog CustomerCentricSupport.com.
Laura Edwards | Chapter Advisor
Laura Edwards began her technical career with American Airlines in 1989 when 54K modems were cutting edge and DOS was everywhere. For the last 20 years, she has worked at LifeWay Christian Resources as a Help Desk Analyst, Team Lead, and Support Center Manager. Igniting her team members and sharing her energy and enthusiasm for serving customers are 2 of her passions. Her other passion the past 8 years has been growing the local Music City HDI Chapter.
Technical service and support professionals love HDI because it provides them with a profound sense of community.
At 150,000 people strong, HDI is a community built by industry peers and leaders that gives you the resources, knowledge, and drive to be great at what you do.
In 1989, HDI became the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better connect with customers, and that’s just good business. We do this by:
Facilitating collaboration and networking
Hosting acclaimed conferences and events
Producing renowned publications and research
Certifying and training thousands of professionals each year