Banco Popular de Puerto Rico

Frank Eliason, Citibank�s Senior Vice President of Social Media, has been described as the �most famous customer service manager in the U.S., possibly the world.� By expanding the reach of customer service via social media, and taking the simple approach of asking "Can we help?� he repositioned the relationship between Comcast and its customers. His efforts at Comcast inspired a global wave of innovation in the way businesses communicate and engage with their customers�using new communication channels to improve customer experience.In April 2012, Wiley published his first book, @YourService.� The book is a look at the intersection of Customer Service, PR and marketing.Prior to joining Citibank, Frank was best known to many as the voice behind @ComcastCares, one of the earliest examples of how a business can use social networks to proactively listen and respond to customer concerns in real-time. His work with Comcast�s customers is one of the top case studies proving that social media can play a positive role for corporations.� This work has been recognized by many news organizations such as ABC News, CNN, The New York Times, Business Week, and many others.� He is also one of the most sought-after thought leaders on social media and customer experience, and regularly participates in panels and speaking engagements.At Citibank, Frank and his team are helping to change the way a global financial institution manages its relationships with a diverse community of consumer, small business and corporate customers�to serve and exceed their expectations and helping build a lifetime of trust between Citibank and its customers.Prior to joining Comcast in 2007, Frank worked in customer Service management for Advanta Bank and Vanguard Investments.Frank is a board member for both the Council of Better Business Bureaus and SOCAP (Society of Consumer Affairs Professionals).� He also serves on the advisory board for Drexel University's Center for Corporate Reputation ManagementYou may connect with Frank on Twitter at @FrankEliason or via his blog http://frankeliason.com

In her current role as Senior Vice President & Chief Branding and Communications Officer, Nicole manages a dynamic organization responsible for Manulife’s global branding strategy, philanthropy and volunteerism, employee and executive communications, public and media relations, social media and translation services. Nicole’s previous experience and success at Manulife prepared her well for the senior leadership role she currently holds. Since joining Manulife’s Canadian Division in 2007 as Senior Vice President of HR and Communications, Nicole successfully launched a brand strategy that included TV, print and online media, introduced Manulife’s social media site and launched Volunteerism as Canadian Division’s signature cause.

David Kuehler is a leading design industry professional and founder of the award-winning Clay Street Project at Procter & Gamble. A creative and entrepreneurial thinker, Kuehler has restaged troubled brands and created new ones. He is recognized for having delivered outstanding results at international companies including P&G,Mattel, Sundance and Disney, where he instilled the importance of design and human-led innovation throughout the business process. Trained at the Harvard Business School in management and leadership, his success as brand-builder and innovator has been featured in seven books and in numerous business publications.

David Whitaker serves as counsel for the Electronic Signature and Records Association (ESRA) and is a partner at BuckleySander LLC, a financial services law firm. Whitaker advises financial services companies in transactional, legal and regulatory matters and also focuses on assisting firms in their efforts to structure and implement platforms and processes that conform to the requirements of the Electronic Signatures in Global and National Commerce Act (ESIGN), the Uniform Electronic Transactions Act (UETA), other applicable state and federal laws, and various industry standards.�Prior to joining BuckleySandler, Whitaker was senior company counsel in the Strategy & Operational Risk Group at Wells Fargo Bank, N.A. Before joining Wells,. Whitaker was Of Counsel in Goodwin Procter�s Corporate Department and a member of its Financial Services Practice, specializing in electronic commerce issues and financial services law. He has extensive experience with practical application of laws governing electronic banking, letters of credit, payment systems and commercial and consumer financing. Whitaker was also assistant general counsel at the Federal Home Loan Mortgage Corporation (Freddie Mac) in McLean, Virginia, vice president Cincinnati, Ohio-based Star Bank, N.A. (now U.S. Bancorp), headquartered in Cincinnati, Ohio, vice president and assistant director of Legal Services at Bank of Oklahoma, N.A. and in private practice as a partner at Boesche, McDermott & Eskridge, in Tulsa, Oklahoma.Whitaker is a member of the American Law Institute and was named a �2009 Mortgage Banking Technology All-Star� by Mortgage Banking Magazine in recognition of his pivotal role in �transform[ing] e-mortgages from an idea into a product.� Whitaker is also a member of the American Bar Association's Business Law Section, and the Business Law Section's Committee on the Uniform Commercial Code ("UCC"), Committee on the Law of Commerce in Cyberspace, and UCC Subcommittee on Letters of Credit. He has co-chaired the Cyberspace Committee�s Task Force on Federated Identity Management.Additionally, Whitaker was the Reporter for the Standards and Procedures for electronic Records and Signatures (�SPeRS�). He also served as Reporter for the Mortgage Bankers Association white paper �Security Interests in Transferable Records.� He was an active participant in the drafting of Revised Articles 5 and 9 of the UCC. He participated in the drafting of the Uniform Electronic Transactions Act, where he chaired the Task Force on Scope and served as reporter for the Task Force. Mr. Whitaker also advised industry participants on the creation and drafting of the federal Electronic Signatures in Global and National Commerce Act.Mr. Whitaker holds a Bachelor of Arts degree with High Honor in International Relations from James Madison College at Michigan State University, and a J.D. from the University of Illinois (cum laude). He has also studied international business law and British constitutional law at Queen's College, Oxford University, England.

Pat Albert has more than 12 years of experience in business process automation for financial services, working for companies like Metavant, and now with Silanis as a business architect. In this position, Pat plays a strategic role, helping customers identify and prioritize target applications, document technical requirements and map out a strategic enterprise e-signature plan. Through his involvement in dozens of engagements, Pat has gained a wealth e-signature best practices and lessons learned.

Glen is the Chief Executive Officer and founder of The Small Business Company, a content marketing company dedicated to helping and supporting banks provide best practice small business content on their web sites.� He has been involved in small business education for over 20 years including the author of 5 small business books, developed enterprise training programs for government, MBA lecturer on Entrepreneurship, created Microsoft's Small Business Plus program into 9 countries, and winner of the AUT Business Support Award.�He is a serial entrepreneur starting 11 small businesses and currently the director of 3, and works across the US, Canada, Australia, New Zealand and the UK, helping large corporates, government and banks support their small business customer base.

Scott is the Managing Director of Retail Channels at First Niagara Financial Group, including all Branches, Customer Contact Centers, Small Business, and Investment Services. Scott has 29 years of banking experience that encompasses a variety of leadership roles in Retail Banking, Small Business, Business Banking, Mortgage and Commercial Banking, Retail Operations, and Product Management.He has led teams in Florida, Georgia, Virginia, Maryland, Pennsylvania, Delaware, New York, Connecticut, New Jersey, North Carolina, and the District of Columbia. Prior to joining First Niagara, he worked for Wachovia Bank and PNC.

Alan Varrasso is responsible for the digital sales and service experience of Chase’s retail branches and call centers. This not only includes the evolution of the core systems but also driving Branch Innovation Initiatives that extend capabilities to the mobile environment. He also leads transformation initiatives that focus on the reuse/extension of IT assets and Agile development practices. Prior to joining Chase, he spent 16 years in the telecommunication where he built and implemented functionality that enabled Online Bill Presentment and Payment, Ecommerce, Ecare, Analytics and Mobile solutions.