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From The Chapter President
The Results Are In
The results are in and it is my honor to address you as the new President of the Music City Local Chapter of HDI! Having been involved in the chapter for some time now I understand the commitment to community it takes to bring quality content to you and that is our primary purpose in being here. It is my great pleasure to introduce the HDI Music City board of directors:
|VP of Programs: Peter Bell - Deloitte||Continuing to serve the community in this new role, Peter (our immediate Past President) will be directly responsible for bringing more top talent to you, in response to industry trends and local needs.|
|VP of Communications: Nate Brown - UL||Nate continues to bring his expertise and passion to the board in this fluid role, building and executing a revamped communications strategy including web, social media, and more traditional media.|
|VP of Vendor Relations: Tim Alexander - AVDS||Sponsorship enables us to bring the best content to the community and Tim remains very effective in this role.|
|VP of Finance: Tim Kelly - Deloitte||Newly elected to this position, Tim will be the steward of those sponsor provided funds, tracking all expenditures and ensuring that we are meeting the requirements of our not-for-profit- status.|
|Webmaster: Luke Keultjes - LifeWay Christian Resources||Bringing quality, timely, and engaging content to our community!|
|Chapter Advisor/Past President: Gerry Barber – Deloitte||Gerry's extensive experience in the customer support industry is invaluable to the chapter!|
|Chapter Advisor/Past President: Laura Edwards – LifeWay Christian Resources||Laura has been a leader in the Music City Chapter and a driving force in HDI since our rebirth!|
This team has been hard at work lining up that quality content and we have some exciting things in the works. Early in June we will be bringing a select few local support community senior leaders together to exchange ideas on what programs will best meet the needs of our audience and help you elevate your game to the next level.
By early July we will showcase our very own Nate Brown sharing his nationally acclaimed conversation entitled “The New Rules of Engagement.” He will bring some tools and ideas to help you draw a roadmap to engaged employees!
Later this year we will be hosting Jeff Brooks, a Managing VP and research director with Gartner, to the beautiful Tractor Supply Company campus in Maryland Farms. Watch the website and Facebook pages for details and be sure to plan ahead to attend that meeting!
Be on the lookout for excellence in support! The HDI Analyst of the Year/Desktop Support Technician of the Year nominations will open earlier this year to allow more opportunity to recognize the best among our teams. The 2016 Aoy and DSToY from Music City both went on to win at the regional level and represented us well at the HDI Conference in Orlando this past April.
This chapter and these officers are here to serve the local community of support professionals. Our success is based on bringing the material, content, and information that will empower and enable you to perform at a higher level in the area of improved customer experiences. Please let us know what challenges you face and how we can help address those. Together we are better, we are stronger as a profession. Please make it a point to participate in our networking events as well as bring other professionals into the chapter.
President, HDI Music City
Happening in Music City & Around
Luke Keultjes, Client Services Engineer for LifeWay Christian Resources and member of HDI Music City has been selected to speak at the upcoming Fusion conference held this year in New Orleans, Louisiana. Luke will be speaking as part of the Expert Focus track where he will share his insight on connecting with customers[…]
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.
Steve Antes | President
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.
Peter Bell | VP Programs
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.
Nate Brown | VP Communications
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.
Tim Kelly | VP Finance
Luke Keultjes | Webmaster
Luke Keultjes is a client services engineer for LifeWay Christian Resources. As a former analyst, Luke interacted with customers from the corporate office and LifeWay’s 186 retail stores, summer camps, and conference centers. Before joining LifeWay in 2012, Luke served as a client technical support specialist for Dell Services Federal Government (DSFG), providing advanced support for US military personnel. Luke was the recipient and national winner of the 2014 HDI Analyst of the Year Award.
Gerry Barber | Chapter Advisor
Gerry has spent over 30 years developing shared services operations. Gerry currently is the Managing Director of Deloitte’s Shared Services CallCenter he is also responsible for the Firms’ Policy, Corporate Card & Expense Compliance Operation. He leads teams located in Hermitage, Tennessee, Los Angeles, California and Hyderabad, India. During his career, Gerry has led high performing shared services teams in financial services, healthcare, direct consumer retail, business-to-business supply distribution, human resources services and tech support.
Gerry has served as a guest speaker at numerous industry conferences and has contributed many articles and writings to industry publications. In 2013 Gerry receive a lifetime achievement award from the International Customer Management Institute (ICMI). He is only one of five contact center professionals to receive this coveted industry award. Gerry has also served on the board of advisors for the ICMI conference programs (2006-2013) and is a past President of the Nashville (Music City) local chapter of the Help Desk Institute (HDI).
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