Waste Training Institute 2012
PAYT / Recycle & Save –Moving Diversion Forward Fast!
Lisa A. Skumatz, PhD, Skumatz Economic Research Associates (SERA)
DR. LISA SKUMATZ has been Principal of the research and consulting firm Skumatz Economic Research Associates (SERA) for 16 years, and also has headed the non-profit “Econservation Institute” since 1998. She has worn many “hats” in her career beyond consulting, including solid waste utility, government, and local Town Council. Lisa is a “hands-on” resource economist, and she and her colleagues split their time working on program planning, evaluation, and policy projects in recycling, energy efficiency, and sustainability. On the recycling and sustainability side, she has worked for large and small local jurisdictions, as well as state and national government agencies and a few associations and private corporations. She is the acknowledged worldwide expert on Pay As You Throw (PAYT) – called “the Yoda of PAYT”. Beyond her work with more than 100 large and small jurisdictions on PAYT, she has been the PAYT contractor for the EPA (headquarters and multiple regions), as well as for the States of CA, IA, WY, OH, GA, and conducted PAYT analyses for CONEG, SWIX, ABA, NSDA, SRI, GMA, and other states and organizations in the US and internationally. Lisa’s work assessing the cost-effectiveness of energy vs. recycling programs in reducing GHG and job creation was used by Obama’s transition team. Lisa likes to note that she gets her greatest gratification from providing practical results that cities and clients can use to make smarter decisions on waste management programs. Widely published, she has the unique distinction of holding “National Lifetime Achievement Awards” from both NRC and SWANA. Lisa holds a Ph.D. in Econometrics from The Johns Hopkins University; her undergraduate degree is from the University of Wisconsin, Madison. SERA is based in Superior Colorado; www.serainc.com; 303/494-1178. Her email is Skumatz@serainc.com.
Customer Service and Sales – Retention Efforts in Competitive Markets and Customer Service – Staffing Your Office
Lori Miller, President, Tooty Inc.
Close the sale, improve customer experience and raise the bar for employee performance. Known as “the queen of customer service,” Lori Miller helps companies increase employee morale and bottom line results while improving customer satisfaction. Leaders of some of the world’s largest companies rely on Lori to provide solutions to some of the toughest customer service and sales issues. For over 20 years, clients have worked with Lori’s company, Tooty Inc., to evaluate, train, monitor and mentor their customer service and sales teams. Lori’s innate ability to assess employee skills and identify areas of improvement enables her to create custom scripts, training and strategies that change employee behavior, reduce turnover and boost customer satisfaction. Are your customer service representatives portraying an accurate picture of your company? Customer service reps (CSRs) and sales people aren’t always aware of how they are perceived over the phone. Everything from attitude to voice can have an effect on a customer’s experience. Through her signature program Telepicting, Lori has helped thousands of reps reevaluate the way they talk with people over the phone. Lori works with clients to: Ensure their sales and marketing strategies come alive in their CSRs and sales people; Compare a team’s current performance to the competition and provide strategies for improvement; Change their representative’s behavior (e.g., adjusting voice, attitude and wording); Check employee progress by evaluating phone calls and documenting performance and an employee’s commitment to improve. The experience is eye-opening, enlightening and a catalyst for change. Lori’s extensive work with the waste hauling industry includes specialized training on roll-off, commercial and residential sales, effective handling of service issues and retention. She offers customized “secret shopper” programs and consults on the effectiveness of your staff and processes. Lori is currently the president and founder of Tooty Inc., a creative company devoted to evaluation, training, monitoring and mentoring customer service and sales teams. Lori is also a board member of the National Speakers Association-Illinois Chapter and an author. Visit www.tootyinc.com
Acquisition Due Diligence & Transition Plans
Bart Begley, Founder, President and CEO, Brolin Environmental LLC.
Mr. Begley has been active in the solid waste industry for over 24 years. Mr. Begley is the Founder, President and CEO of Brolin Environmental, LLC. Brolin Environmental is a solid waste consulting firm specializing in acquisition due diligence, operational reviews of hauling, transfer station and landfill operations, asset valuations and environmental consulting services for both the public and private sectors. Mr. Begley was also the founder as well as the President and CEO of Emerald Waste Services. Emerald Waste was the 36th largest solid waste company in the US. The Company owned and operated ten landfills, two transfer stations and eight hauling divisions. Emerald Waste was sold in March 2011 to a publicly traded solid waste company. Prior to Emerald Waste, Mr. Begley was the President and CEO of Eastern Shore Environmental, Inc. which owned and operated a landfill, transfer station and several waste hauling companies in the Mid-Atlantic region. Eastern Shore was sold to a publicly traded in July 2005. Mr. Begley also served as Director of Mergers and Acquisitions for Waste Systems International, Inc. (WSI) where he helped grow the business from $3 million to over $85 million within two years. Prior to WSI, Mr. Begley managed and operated waste management operations for Waste Management, Inc., Laidlaw Waste Systems, Inc. and Prins Recycling Corp. Mr. Begley has a B.S. in Business Administration from East Tennessee State University. He was named to the 2010 Cambridge Who’s Who in Solid Waste Management, a speaker at the 2011 Solid Waste Expo, published an article in the April 2011 Waste Age Titled “Changing Hands” Why Privatize Waste Collection Services and has raised over $160 million in Equity and Debt.
More Than PR: A Campaign Approach to Solid Waste Permitting
Darden Copeland, Managing Partner, Calvert Street Group
Darden Copeland is the Managing Partner of the Calvert Street Group, a consulting firm focused on managing and winning political and corporate and campaigns. Copeland specializes in land-use, grassroots advocacy, lobbying, strategic communication, and political consulting. He has advised a number of fortune 500 companies on a multitude of political and regulatory issues. Before forming the Calvert Street Group, Copeland managed and oversaw land-use “site fights” across 26 states and Canada. He has lectured on politics, grassroots organizing, and land-use before Fortune 500 companies, law firms, universities, the Center For American and International Law, and several NSWMA regional conferences. He has also written for Waste Age and Waste Advantage Magazines. Copeland double-majored in Political Science and Leadership Studies with a minor in Communication at the University of Richmond. He resides in Nashville, TN.