Executive Biographies

Craig Baxter is HDI’s Managing Director of Membership, Training, Education, and Certification—providing general oversight and management of these functions. Craig has background in software development, IT management, technical support desk, call center solutions, and operations from various companies.

 

He held Vice President positions over Applications Development, Operations, and Technical Product Development at First Data Corp., and managed Call Center Solutions development for MCI. Prior to that, he led software development efforts at Softech and satellite operations with the U.S. Air Force. Baxter holds a bachelor’s degree in electrical engineering from Northern Arizona University and a master’s in computer science from Chapman University.

Sophie Klossner has been an influential member of the HDI team since 1992. She focused on event planning, content, and coordinating speaker development for the first two years with HDI as well as 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, representing members’ needs and issues, and building strong relationships with all of HDI’s chapters, officers and members. In December 2009, Klossner became the Director of HDI Membership where she brings her many years of member advocacy and relationship strengths in expanding membership and bringing value to the HDI members.

Rick Joslin is HDI’s Executive Director of Certification and Training. In 1999, he won the Service 25 Award and has been widely acknowledged as one of the most influential minds in the support industry. Rick is responsible for the development, sales, and delivery of HDI’s certification and training offerings. He is a certified Knowledge-Centered Support (KCS) instructor and guides organizations through KCS implementation.

 

He is also an instructor for HDI’s certification courses and the author of many HDI publications. He is a founding member of HDI’s Member Advisory Board. 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, Joslin was a Principal Consultant with IHS Support Solutions and has also worked as VP of Customer Care for ServiceWare, VP of RightAnswers.com, and VP of Knowledge Engineering.

Allison Wroe is HDI’s Executive Director of Marketing and is responsible for HDI’s integrated marketing and public relations strategies. Allison has directed the marketing, advertising, public relations, and corporate communications initiatives for various Business-to-Business and Business-to-Consumer companies.

 

Prior to joining HDI, Wroe was the Director of Marketing for the Colorado Springs World Arena and Pikes Peak Center, Marketing Director for the Professional Bull Riders, and an Account Executive with PRACO. Further, she guided TellSoft, a small start-up specializing in audio webcasting, with their branding and advertising strategies.

 

She also served as the product marketing manager for FrontRange Solutions’ HEAT – a leading help desk software solution. Allison holds a B.A. from Simpson College.