Craig Baxter
Global Brand Director
As the global brand director, Craig Baxter is responsible for providing general oversight and management of the HDI business. His background is in software development, IT management, technical support desk, call center solutions, and operations. Prior to joining HDI, Craig held VP positions over applications development, operations, and technical product development at First Data Corp., and managed call center solutions development for MCI. Before that, he led software development efforts at Softech and satellite operations with the US Air Force. Craig holds a BS in electrical engineering from Northern Arizona University and an MS in computer science from Chapman University.
Sophie Klossner
Director of Membership
Sophie Klossner has been a core member of the HDI team since 1992. In the early years of her tenure, she focused on event planning, content development, and speaker coordination; in addition, she managed HDI’s human resource department for eight years.
In 1999, Sophie became the local chapter membership director and chief member advocate, working closely with local chapter officers and members to maintain open lines of communication, represent members’ needs and issues, and build strong relationships between HDI’s chapters, officers, and members. In December 2009, Sophie became the director of membership, where she brings her many years of member advocacy and relationship-building strengths to expanding HDI’s membership and increasing the value membership provides to the community.
Michelle Frilow, CMP
Director of Events
Michelle Frilow joined the HDI events team in 2000 as the event manager and was promoted to director of conferences and events in 2009. The HDI events team coordinates more than 200 events throughout North America every year, each requiring detail-oriented management. Michelle’s core responsibilities converge at HDI’s two major annual events, both of which include an expo trade show: the HDI Annual Conference & Expo in the spring and the FUSION Conference & Expo in the fall. Prior to joining HDI, Michelle worked for Starwood Hotels as a corporate sales manager and as a corporate travel manager for Albuquerque’s largest travel agency.
Rick Joslin
Executive Director of Certification and Training
Rick Joslin, a Service 25 award winner (1999), is HDI’s executive director of certification and training. Rick is responsible for the development, sales, and delivery of HDI’s certification and training offerings. He is also an HDI Certified Instructor, the author of many HDI publications, a founding member of HDI’s Member Advisory Board, and a certified Knowledge-Centered Support (KCS) instructor, guiding organizations through KCS implementation. In addition, he is an active member of the Consortium for Service Innovation’s KCS Program Committee and serves on the Advisory Council of Indiana University of Pennsylvania's Business College.
Prior to joining HDI, Rick was a principal consultant with IHS Support Solutions and has also held VP positions at ServiceWare and RightAnswers.com.
Cinda Daly
Director of Business Content
Cinda Daly brings more than twenty-five years of sales, marketing, customer support, and training expertise to HDI. In her current role as the director of business content, Cinda is responsible for HDI’s virtual events, research, and print and digital publications, including SupportWorld and the Focus series. During her career, Cinda has managed a variety of international events in the training, technical support, and customer service industries, and is best known for her work as program chair for the HDI Annual Conference & Expo. She is also the creator of "The Daly Interview," a popular series featuring interviews with industry experts on the hottest topics and issues of concern.
Prior to joining HDI, Cinda was CEO and founder of Focus Events, Inc., a conference and event management services company. As a trusted strategic advisor, she worked with her clients to develop an event’s vision and produce high-quality, cost-effective, customer-focused, and profitable events. Before that, Cinda held senior management positions in sales, sales support, marketing communications, documentation, and professional development for a variety of technology companies. She holds BA from the University of South Florida and an MEd with high honors from Georgia State University.
Melanie Adamich
Director of Marketing
Melanie Adamich is the director of marketing at HDI, where she oversees strategic marketing initiatives for the business. Melanie joined HDI in 2009 as the marketing manager, quickly moving into a position where she oversaw HDI’s web strategy. She has extensive experience in all things marketing: internet marketing, social media and interactive solutions, software product marketing, marketing communications and strategy, advertising and PR, and messaging and branding.
Prior to joining HDI, Melanie was the client services director for an interactive agency, product marketing manager for Ceridian, and marketing director for Recruiting Solutions, Inc. Melanie holds a BA in English from Metropolitan State College of Denver.
Patti Albright
Manager of HDI Support Center Services
Patti Albright is the manager of the HDI Support Center Services. She is responsible for the management and development of the HDI Support Center Certification program and HDI Support Center Assessment services. In addition to managing the HDI International Certification Standards Committee, which develops and maintains the HDI Certification Standards, Patti is also an HDI Certified Auditor and an HDI Faculty member.
Patti has been involved in the implementation and support of technology for more than twenty years. Prior to joining HDI, she served the industry as an independent consultant, focusing on helping support centers improve performance, and as a practitioner, managing end-user support in the legal industry. She has held business and technology management positions in nonprofit, small business, and corporate environments. She holds the following industry certifications: HDI-SCD, HDI-DSM, HDI-SCM, HDI-SCTL, HDI-SCA, ITIL Foundation v2 and v3, and COBIT Foundation 4.1.
Jeff Lewis
Director of Sales
Jeff Lewis is the director of sales at HDI, where he oversees all training, services, exhibitor, and advertising sales. Jeff has over fifteen years of sales management and leadership experience across many markets. Prior to joining HDI, he was a sales director for Reed Business Information, and the publisher for the Denver Metro Chamber of Commerce. Lewis also served as the worldwide sales director for Penton Media’s Windows IT division before being promoted to group publisher.
Jeff holds a BA in criminal justice from Michigan State University.
Boyd Moon
Director of Business Systems and Implementations
As the director of business systems and implementations, Boyd Moon is responsible for general oversight and management of all business systems infrastructure. This includes the creation, installation, and operation of all the line-of-business hardware and software systems that serve HDI.
With over twenty-five years of experience in hardware and software systems integration and software development, Boyd has a long and successful history as both executive-level IT management and the owner/operator of AmeriTech Services, a consulting VAR with Microsoft, Intel, and HP relationships. In addition, Boyd serves as the Scrum Master for HDI’s agile development environment, managing all web-based development.