2016 PACE Convention & Expo
Keynotes & General Sessions
Day One Keynote
Monday, April 4
9:30 am - 10:30 am
Harris Rosen is founder and president of the award-winning Rosen Hotels & Resorts. Rosen’s time is spent envisioning new ways to help the less fortunate in Central Florida and around the world. He is actively ensuring that the next generation of hospitality professionals takes the industry to even greater heights.
He went to work with the Hilton Hotel Corporation and worked his way up to senior management, and then went into management with the Disney Company in California.
Over the course of the last thirty years, Rosen’s company has grown from 256 rooms to more than 6,300. Today, the Rosen family of hotels, which includes the award-winning Rosen Centre and Rosen Plaza, and four other properties in the Orlando area, remains, unwaveringly, a standard-bearer of service, reflecting the influence of Rosen’s early positions at the Waldorf Astoria and others.
Throughout his career, Rosen has believed that his mission is not just to conduct business in the community, but also to invest in it. Toward that end, in 1993, he launched the Tangelo Park Pilot Program with the mission of fulfilling the dreams of at-risk children and their parents.
Since its inception, the Tangelo Park program has provided more than 200 college scholarships, and high school dropout rates have gone from 25% in 1993 to just 6% in 2004.
Rosen has also donated more than $22 million to the University of Central Florida for the creation of a world-class school of hospitality management, and he has become involved in such diverse projects as “Water for Haiti,” raising funds to purchase specialized water filtration devices in order to provide fresh drinking water to one million people in Haiti and “The Bronze Statue Program” at Bethune-Cookman College. Most recently, Rosen pledged $3.5 million to build a Southwest Orlando Jewish Community Campus.
Day One General Session
Monday, April 4
12:45 pm - 1:45 pm
TCPA Appeal Update: What's New?
Michele Shuster, partner with the law firm Mac Murray, Petersen & Shuster is a former Ohio AG Consumer Protection Chief. She has established a solid record of assisting clients in teleservice audits, consumer protection matters before state attorneys general, matters before the Federal Trade Commission and Federal Communication Commission, advertising compliance, and privacy issues. Shuster is also General Counsel for PACE, and is a Certified Information Privacy Professional, which demonstrates her strong foundation in U.S. privacy laws and regulations.
Shay Dvoretzky is a partner in Jones Day's Issues & Appeals practice. He is lead counsel for PACE and Sirius XM in challenging the FCC's 2015 TCPA Order before the D.C. Circuit. Shay focuses his practice on appellate advocacy, complex trial-level motions, and strategic counseling. He has argued multiple cases before the U.S. Supreme Court and almost all the federal courts of appeals. His experience within the last year includes administrative law and other challenges to government action, labor law, employment discrimination, ERISA, constitutional law, class actions, mass torts, the False Claims Act, bankruptcy, and foreign sovereign immunity. Shay graduated from Yale College and Yale Law School, and clerked on the U.S. Supreme Court and the U.S. Court of Appeals for the Fourth Circuit before joining Jones Day.
Day Two Keynote
Tuesday, April 5
9:00 am - 10:00 am
Skylar Jackson is currently Vice President, Customer Engagement for Comcast, part of the Customer Experience team.
Prior to joining Comcast, Skylar was Vice President, External Communications, for Entertainment Industries Council (EIC), a nonprofit dedicated to changing attitudes and behaviors toward health and social issues through authentic media portrayals. Ask her about her work on the Big Bang Theory – it’s fascinating!
An award-winning investigative reporter, Skylar served as a television news anchor and special projects reporter/producer for CBS in Texas, Florida, Alabama and Georgia, receiving numerous journalism awards and honors.
Skylar is a graduate of the University of Miami with a Master of Arts in Broadcast Journalism and Bachelor of Science in Communication. She is also engaged in multiple local and national charitable activities geared towards education and research.
With Comcast, Skylar leads initiatives designed to increase awareness of our commitment to and progress on improving customer service.
Day Two General Session
Tuesday, April 5
2:15 pm - 3:15 pm
Customer Engagement Starts with Employee Engagement
Dr. Sandra Steen is the Founder and CEO of Sandra Steen Consulting, LLC, an international training and consulting firm specializing in Telecommunications and Call Center Solutions. She is a graduate of Southern Methodist University with over 20 years of corporate experience. She has established a consulting and training organization whose bold message challenges individuals to excellence and continued positive growth. For her outstanding contributions to the study of humanity, in 2014, Sandra Steen was awarded an honorary “Doctor of Humanities” in Washington, D.C. She is also a Certified Professional Coach working with Executive Business Leaders worldwide.
Sandra Steen’s excellent reputation as an inspirational speaker has also reached around the world. Her message has been presented at conferences in Canada, Brazil, Australia, Europe and the Caribbean. Sandra Steen Consulting, LLC has also worked with organizations including SONY, SHELL Global Oil, AT&T, JCPenney, SBC, Inc., SeaWorld of Texas, Royal Caribbean Cruise Lines, Procter & Gamble, USAA, Frost Bank, Atlanta Journal Constitution, Highlights for Children, LaQuinta Inns, San Antonio Spurs and many others.
Dr. Sandra Steen has received various accolades and awards for outstanding contributions in Corporate America including the Entrepreneurial Spirit Award, the Texas Woman to Watch Award and the San Antonio Business Journal’s Small Business Award. She was a finalist in the Ernst & Young’s Entrepreneur of The Year Award, and has also received the International Firm of the Year award. In 2014 Sandra was recognized as one of the 70 Most Influential African American History-Makers.
Sandra is the author of the published book “Who Stole my Joy?” which shows readers how to uncover the Joy Robbers of their present circumstance and discover the Joy Builders of their best life. Her book is scheduled to be released as an animated film in 2016.
The business logo shows a sprout blooming into a person reaching upward. This illustrates Dr. Steen’s goal of Sandra Steen Consulting, LLC to assist companies in reaching their full potential. In business, as well as in life, Sandra Steen Consulting, LLC exists to challenge paradigms, and to help channel ideas that will create “Excellence in Business.” Dr. Steen’s philosophy of impacting organizations mixed with her unique presentational style is one of the many reasons why Sandra Steen Consulting, LLC has created call-center success worldwide. Dr. Steen’s style is a unique blend of energy, enthusiasm and life-changing information. Her philosophy of impacting organizations by impacting individual lives continues to be a driving force of inspirational change.
