At Salesforce, anyone can be a Trailblazer — customer service manager, business architect, administrator, developer, product marketer, or executive. Trailblazers are innovators, pioneers, and life-long learners who propel the future of technology and innovation. They inspire others with their constant innovation by transforming the customer experience, growing their careers, and making the world a better place.
Our Trailblazer Community is full of groups who learn Salesforce and have fun. For the service industry, we have the Service Insider Community made up of more than 600 Trailblazers. They share best practices, support others, and expand their networks — all while defining what’s next for customer service. And bi-weekly, they take a deeper dive into topics that are top of mind during virtual coffee chats.
Service Insider Elite members are part of our service Trailblazer community. Launched April 6, 2020, the Service Insider Elite program brings together some of our most engaged, innovative, and distinguished Trailblazers. They stand out in the Service Insider Community for these reasons:
- Expert knowledge and experience with Salesforce products
- Transforming their career with Salesforce
- Continually sharing knowledge to help others
Service Insider Elite members are also featured thought leaders with exclusive speaking engagements on behalf of Salesforce, guest blogging, analyst reports, press interviews, and much more.
Join us in congratulating these Trailblazers. Let’s meet them and learn about what they bring to Service Insider Elite.
Introducing Service Insider Elite Community Members
Dave Appert, VP, Customer Care
Industry: Manufacturing
Known in the customer service and field service industry, Dave has an extensive background in product and program development, marketing, merchandising, operations, finance, and technology. He is a mentor and recently participated in Managing Change in Field Service: Industry Roundtables with Service Inside Elite members, Greg Peckham, Gautam Rao, and Nicole Sult.
Connect with him on LinkedIn.
Kristi Brown, Salesforce Architect
Industry: Professional Services
When it comes to helping others, Kristi always raises her hand. She understands what it is like to be new to the Salesforce platform and shares her expertise to help others get started and expand their use.
Connect with her on LinkedIn, Twitter.
Andrea Chin, Executive Director IT Tech Lead for Consumer Care
Industry: Consumer Goods
Andrea manages an international team and is known for embracing innovation and
the sitting on the bleeding edge of disruptive technologies. On her team and in the Service Insider Community, Andrea mentors others and helps them to make better decisions by challenging the status quo and striving for excellence.
Connect with her on LinkedIn.
Tessa Clark, Senior Salesforce Administrator
Industry: Professional Services
A 4x certified Salesforce admin, Tessa loves connecting with users to truly understand their needs and build scalable solutions. She is passionate about the service industry and ensuring call center associates have the tools they need to wow their customers. Tessa is excited to give back to the Salesforce community that has given her so much along her journey.
Connect with her on LinkedIn, Twitter.
Janet Cutler, Salesforce Innovation GM
Industry: Education
Janet started as a Salesforce admin, learning from scratch with Trailhead, Salesforce’s online learning platform. She focuses on improving employee efficiency and strives to ensure that her users can complete tasks in six seconds or less.
Connect with her on LinkedIn.
Danielle DeLozier, Head of Salesforce
Industry: High Tech
Danielle has implemented Salesforce in the service industry for international brands and brings this expertise to the Service Insider Community and the broader Salesforce community. She shares best practices, helps to establish benchmarks, drives transformations, and more.
Connect with her on LinkedIn.
Adam Geneave, Chief Customer Happiness Officer
Industry: Travel/Hospitality
Adam makes sure that his company’s customers are happy, putting guests in the center of everything they do. He taps into Salesforce for a complete view of their guests across all channels, allowing them to deliver a faster, more personalized service.
Connect with him on LinkedIn.
Laurence Girard, CEO
Industry: Healthcare & Life Sciences
Laurence brings his entrepreneurial spirit and passion for healthcare to Service Insider Elite. He uses telemedicine in his mission to prevent thousands of cases of Type II diabetes around the globe.
Connect with him on LinkedIn.
Eljo Haspels, Product Manager
Industry: Manufacturing
Eljo translates business requirements into product features for field service management. He shares his knowledge of how to best use mobile to connect field service to contact center operations.
Connect with him on LinkedIn.
Shonnah Hughes, Global Product Growth Innovation Evangelist
Industry: High Tech
Shonnah Hughes is the Global Product Growth & Innovation Evangelist at GetFeedback by SurveyMonkey and a Salesforce MVP. She is passionate about tech equity, accessibility, equality, and customer experience.
Connect with her on LinkedIn, Twitter.
Jeanette Jett, Senior Systems Business Analyst
Industry: Healthcare & Life Sciences
With almost 20 years’ experience in the service industry, Jeanette has both user and implementation experience. Her best practices and passion for service inspire others to find ways to be more productive and efficient.
Connect with her on LinkedIn, Twitter.
Allie Lawler, Salesforce Consultant
Industry: Professional Services
Allie is an expert in contact center, agent productivity, soft skills, upskilling agents, and more. She sees the human connection that Salesforce solutions provide to service and helps others connect products and processes to improve service operations.
Connect with her on LinkedIn, Twitter.
Jim Mitchell, Senior Systems Business Architect
Industry: High Tech
As a Salesforce certified professional and a Certified Scrum Master, Jim works with end users to build useful solutions that get the most out of their Salesforce solutions. He empowers other Trailblazers as a user group leader and loves to give back to the community that has helped him over the years. Jim shares what’s top of mind in It’s Game On For Service From Home For VIZIO.
Connect with him on LinkedIn, Twitter.
Bernard Morgan, Co-Founder and CEO
Industry: Healthcare & Life Sciences
As lead developer for the custom-solutions company that he founded with his wife, Stephanie Morgan, Bernard embraces technology to drive collaboration and productivity. Bernard and Stephanie used Salesforce to help grow their business.
Connect with him on LinkedIn.
Stephanie Morgan, Co-Founder and CEO
Industry: Healthcare & Life Sciences
Stephanie and her husband, Brad Morgan, are entrepreneurs and run their own custom-solutions business. She focuses on employee experience, helping to eliminate redundant tasks, so employees can focus on delivering the best customer service.
Connect with her on LinkedIn.
Arnab Mukherjee, Senior Manager, Enterprise Applications – Sales & Service
Industry: Healthcare & Life Sciences
Arnab is a recognized expert in the medical industry field. He uses his expertise in Salesforce to coach others on how to connect his company’s field service organization to the contact center to improve the customer experience. At Dreamforce, he shared his expertise in How to Transition to Service Cloud Lightning.
Connect with him on LinkedIn.
Christina Nava, Senior Salesforce Consultant
Industry: Professional Services
Christina is passionate about helping people. She uses Salesforce tools to bring her company even closer to their clients. In the Service Insider Community, Christina inspires others with her best practices and excitement.
Connect with her on LinkedIn, Twitter.
Julie ODonnell, Team Lead Customer Success
Industry: Healthcare & Life Sciences
Julie is passionate about customer service and understands the importance of having the right technology in place to deliver an exceptional experience. She uses her hands-on experience to guide others on their Salesforce journeys. Along with Service Insider Elite members, Shonnah Hughes, Nicole Sult, and Simon Walsh, Julie shares insights about delivering service in the new normal in Service from Home: 4 Leaders on How to Support Remote Service Teams.
Connect with her on LinkedIn.
Greg Peckham, Director of Technology
Industry: Professional Services
Greg is a certified Salesforce Administrator and has an IT background in field service management. Greg shares his perspective on challenges presented by the COVID-19 pandemic to field service operations in Service From Home: Addressing the New Normal in Field Service.
Connect with him on LinkedIn, Twitter.
Matthieu Prudhomme, Consumer Service Manager
Industry: Retail
An international Trailblazer, Matthieu is known for his best practices in change management, contact centers, and agent productivity. Matthieu understands how to streamline the challenges of managing a multi-brand, multi-region, and multilingual contact center.
Connect with him on LinkedIn.
Gautam Rao, Director of Product Management Industry: High Tech
Gautam brings over 19 years of diverse industry experience in product and services strategy, digital transformation, and innovation. Along with Service Insider Elite members, Dave Appart and Greg Peckham, Gautam shares his insights into the future of field service in Industry Leaders: Pivot Now To Prepare For What’s Next In Field Service.
Connect with him on LinkedIn.
Mazi Rasulnia, CEO
Industry: Healthcare & Life Sciences
Mazi is an entrepreneur and researcher with nearly 20 years of healthcare experience. He is the founder of Pack Health, a digital health coaching company that supports patients with over 25 chronic conditions. Mazi discusses how Pack Health supported patients during the COVID-19 pandemic in How Pack Health Scales to Help High-Risk Patients.
Connect with him on LinkedIn.
Nicole Sult, Senior Director Customer Experience Architect
Industry: Manufacturing
Nicole is passionate about elevating the customer experience and supporting her team. She is an expert in contact centers, agent productivity, soft skills, upskilling agents, career pathing, and more. Nicole shares both successes and lessons learned in the Service Insider Community.
Connect with her on LinkedIn.
Michelle Vose, Sr. Salesforce Operations Specialist
Industry: Professional Services
Michelle has a unique perspective on customer service, both as an end user and a manager. With 30+ years’ experience in service industries, she understands both points of view and uses her insights to improve the customer service experience.
Connect with her on LinkedIn, Twitter.
Simon Walsh, COO, Retail Annuities
Industry: Financial Services
Simon helps under-represented groups find careers in technology and prepares service reps to get ready for the future. He is an expert in contact centers, agent productivity, soft skills, upskilling agents, career pathing, and more.
Connect with him on LinkedIn, Twitter.
Join the Service Insider Community and connect with the Service Insider Elite
Calling all Trailblazers! If you’re interested in shaping the future of customer service, now is the time to join the Service Insider Community. As a member, you will:
- Expand your network of customer service professionals
- Get the latest in best practices in Salesforce solutions and customer service
- Hear product updates from Service Cloud
- Gain direct access to product and marketing staff to ask questions
- Receive invitations to special promotions, events, and more
You’ll also have the opportunity to collaborate with the Service Insider Elite. And if you’re interested in becoming a Service Insider Elite member, you can apply in 2021. Applications will be available in the Service Insider Community. See you there!
![[Customer service career path]: A picture of Shonnah Hughes smiling in her maroon Serviceblazer hoodie](https://www.salesforce.com/blog/wp-content/uploads/sites/2/2024/06/Serviceblazer-Shonnah-Hughes.jpg?w=128&h=96&crop=1&quality=75)
