Executive Biographies

Craig provides general oversight and management of the HDI business. His background is in software development, IT management, technical support desk, call center solutions, and operations from various companies.

 

Craig 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.

Cinda Daly brings more than 25 years of sales, marketing, customer support, and training expertise to HDI. In her current role, Cinda is the editor-in chief for HDI business content -- research, white papers, SupportWorld magazine, webinar events, HDI Focus Books, and eNewsletters. During her career, Daly 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 and 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, Daly was CEO of Focus Events, Inc., a conference and event management services company, which she founded in 1990. As a trusted strategic advisor, she worked with her clients to develop an event vision and produce high quality, cost effective, customer-focused, and profitable events. Before that, Cinda held senior management positions responsible for sales, sales support, marketing communications, documentation, and professional development for a variety of technology companies. She holds B.A. and masters degrees with high honors from the University of South Florida, USA, and Georgia State University, USA.