Consumer Complaints Management Webinar 2012

Speaker Biographies

Nancy Friedman, Telephone Doctor Customer Service
Nancy is one of America’s most ‘asked back’ speakers and is president of Telephone Doctor Customer Service Training in St. Louis, MO.  A unique program fitting all industries and job titles, Nancy’s style is dynamic and laugh-out-loud funny. Her sales and customer service background, along with her professional theatrical career, allows her to bring a powerful and humorous program to audiences all over the world. OPRAH, Today Show, CBS This Morning, Good Morning America, CNN and Fox News are just a few of the top shows she’s appeared on over the years. Nancy was also named one of the 25 Most Influential Businesswomen in St. Louis.

She is the author of 7 books on communications and hundreds of articles in leading newspapers and magazines, including USA Today and “Manager’s Journal” in the Wall Street Journal. Nancy’s programs are high-energy, high in content, and best of all, high-results.

Dan Howell, Grocery Manufacturers Association
Dan is the director of the claims laboratory in science operations with GMA. He oversees the Packaging and Product Forensics group which conducts analyses in areas of container integrity issues, reasons for container failure, corrosion issues and identification of foreign substances. Dan has over 17 years of SEM/EDS and FTIR experience and uses these tools on a daily basis for investigating and identifying alleged foreign objects.  He earned his B.S. in Biology from Virginia Tech.


Steven Leslie, Esq. Grocery Manufacturers Association
Steven Leslie, a 1999 graduate of Johns Hopkins University, joined the GMA Claims Program in November of 2002 shortly after moving to Washington, D.C. Steven became the manager of the Claims Program in 2007, and became the senior manager in January of 2011. While working at GMA, Steven also obtained his law degree from the George Washington School of Law, graduating with honors in May of 2011.
As senior manager and counsel, Steven oversees all Claims Program operations. These operations include litigation management, non-litigated claims handling, laboratory testing, and claims system reporting. Steven also has primary oversight of all Claims Program conferences and webinars, including the annual Food Claims and Litigation Conference, Consumer Complaint Management Conference, Food, Beverage and CPG Litigation Webinar, and Consumer Complaint Management Webinar.

Bud Miller, Coupon Information Corporation
Bud has worked on numerous industry initiatives and has managed CIC operations since it began operations in 1986. The CIC is the coupon industry's only watchdog group and has been involved in every significant coupon fraud case since its inception. Bud has played a central role in the design, implementation and evolution of all CIC activities, programs and data systems. Prior to his current position, Bud was a staff assistant for the U.S. House of Representatives. He is a member of the national Economic Crime Council, a past chairman for the 1,450+ members of The National Capital Chapter of The American Society for Industrial Security International and a recipient of the 2003 IMAN Outstanding Alumni Award. In 2011, Bud was presented with an award for his dedicated, vigilant and passionate leadership in protecting the integrity of the coupon industry by manufacturers, retailers and coupon processors. Bud has a master’s degree in International Commerce from the University of Maryland and a BA in International and Public Affairs from The George Washington University.