Founder and President, Jake has a passion for, and expertise in, what it takes to create and maintain a world-class service organization. He has consulted with over 100 top organizations on the subject and has been nationally recognized for his expertise and delivery skills. Jake is a highly sought-after leadership consultant and is an inspiration to all of his audiences.

His customer service abilities were developed over 18 years with The Walt Disney World Company. He began his Disney career in 1982 as a research specialist during a time when Disney was expanding into worldwide markets and needed demographics for its many mergers and acquisitions. Jake then spent several years with the Disney University, the internal training arm of Disney, both in Orlando and their Disneyland Paris counterpart pursuing his passion for training and development. In that role he was responsible for teaching corporate philosophy and business practices to the 65,000 Disney Cast Members and helped develop the Service Excellence program for Disney's leadership teams.

Jake hired, trained and managed a sales team that launched Disney Vacation Club, Disney's version of timeshare, successfully breaking the negative stereotypes typically associated with sales people and that type of buying experience.

He took a three-year hiatus from Disney to run the New York State sales and training region for the Franklin-Covey organization, teaching productivity and sales skills to organizations such as Xerox, Kodak, and Bausch & Lomb.

Recognized for his training talent and sales skills, he rejoined Disney in 1996 to start and lead the consulting practice for the Disney Institute, Disney's external training arm. Coordinating a team of designers, facilitators and sales people, Jake increased the consulting practice to over one-third of all Disney Institute's business.

Integrated Loyalty Systems is a consulting firm that specializes in strategy development, cultural transformation, service development, process improvement, the physical architecture of service and leadership development around the theme of service excellence. Jake and his team have helped many organizations make successful cultural transformations including: University of Chicago Hospitals, Duke School of Medicine, BJC Healthcare (MO), Mayo Clinic, Ochsner Clinic (New Orleans), Washington Hospital Center, National Rehabilitation Hospital (DC), and Columbus Children's Hospital. In addition, they have contributed to creating patient-centric architectural blueprints for organizations like the University of Colorado Hospitals and Jersey Shore University Medical Center.

Jake studied French and international business at the University of Geneva, Switzerland. He received his Bachelor of Science degree in marketing from the University of Central Florida.

For more information about Jake, please visit his website at www.jakepoore.com.

Paul Grossman, Vice President of Design and Development for Integrated Loyalty Systems (ILS), has more than 20 years' experience in helping organizations deliver world-class customer service and earn client loyalty.  Working with dozens of Fortune 500 companies at the highest levels, Paul uses his creativity as well as expertise to manage service-culture change initiatives with first hand knowledge of assessment, design and delivery to create and maintain high-performing service organizations.

Prior to joining ILS, Paul was recruited to The Disney Institute in 1999, where he consulted with organizations looking to adapt and adopt "the Disney Approach" to their operations to leverage service as a competitive advantage. While at Disney, Paul experienced a variety of management roles and was called upon to help create and implement Disney's state-of-the-art Customer Relationship (CRM) Database.

Paul and his team were repeatedly recognized as customer-service "heroes," Paul was the first to receive his division's "grand slam" award for multidisciplinary work with his clients.  For Disney, Paul was also an in-demand keynote speaker and management workshop facilitator, as well as having contributed to the design of numerous existing and custom programs.

Disney recruited Paul from Kaset International/AchieveGlobal, where he worked for 13 years and was initially responsible for designing and editing training programs on service and loyalty. While there, Paul contributed his expertise in instructional systems design and adult learning methodology to the design of such industry-recognized programs as  Everybody Has a Customer  and  Managing Extraordinary Service(written in conjunction with Ron Zemke and Chip Bell).

Paul managed major customer-service initiatives with the Port Authority of New York and New Jersey, led the change-management consulting teams for three major airlines, and introduced AchieveGlobal service methodology to the Mayo Clinic in Minnesota.  Paul also has experience as a professional journalist and magazine editor, as well as a creative director for an advertising agency, where he oversaw the launch of the Healthcare Television Network (later sold to Channel One/Whittle Communications).

In addition to his outstanding facilitation skills and industry association affiliations, Paul was certified in AchieveGlobal, Franklin-Covey, Huthwaite and Wilson programs. He earned his Bachelor's Degree from Union College with majors in Biology and English.

Randy Buchnowski is the former Chief Operating Officer of Centura Health Physician Group (CHPG). CHPG is a new operating entity with responsibility for all Centura Health physician practices. Randy was responsible for providing Centura physicians with the necessary tools and support for taking care of patients.

Prior to his position with CHPG, Randy was responsible for operations, financial performance and strategic planning for 190 physician service providers and staff for the Providence St. Mary Medical Center in South East Washington State. While there, he successfully spearheaded the growth of an employed physician group by 30% over a 12 month period.

Randy brings more than 20 years experience in health care operations (federal and commercial health plans, hospitals, and primary care and specialty care clinics, urban and rural settings).

His earlier career experience includes Practice Administrator for Internal Medicine, Podiatry, Vascular Surgery/Diagnostics, and Center for Advanced Wound Care for the University of Colorado Hospital, Aurora, Colorado. He was a key player in successfully implementing two managed care plans, the Center for Advanced Wound Care, the integration of a DoD outpatient clinic in a non-federal institution, and a number of high-tech initiatives to enhance the patient experience, streamline operations and significantly contribute to the bottom line.  He holds a BS in Community Health, an MPA in Public Administration from Boise State University, and an MHA from Baylor University.

Lee's strength is his ability to inspire and motivate people to higher standards.  He has a tremendous amount of passion that connects well with all levels of audiences.  His expertise is customer service, leadership development and personal motivation, for which he is sought nationally.

Lee has over 27 years in the service industry, eleven of which were with Southwest Airlines.  Lee has literally worked his way from the ground up.  He graduated from high school and became homeless and a member of a gang, who gave him protection but no direction in urban Cincinnati, where he worked for a diaper rental service company. He nearly froze to death one winter day with a wind chill of 26 degrees below zero.  At that point, Lee knew that if he did not change, his life would not change, so he did something about it…  he joined the United States Air Force.

In the United States Air Force, Lee was quickly promoted to management.  Because of his inspirational leadership style, he was selected to serve as an Air Force Recruiter and earned the title, "Recruiter of the Year".

Southwest Airlines then recruited Lee as a flight attendant, but soon recognized his talents and positioned him as a Leadership Trainer at the company's renowned "University for People". During his tenure at Southwest Airlines, Lee was instrumental in developing and delivering workshops needed to cultivate and maintain the unique "Southwest Spirit" - one of the world's best-known business cultures.  Because of his thought provoking and invigorating style, Lee became one of the most sought after leadership speakers at their Corporate University.  Many of the Fortune 500 corporations also requested Lee by name to motivate their employees by sharing the Southwest Philosophy.

Lee puts his talents to use with Integrated Loyalty Systems to share key learnings from the successful culture Southwest created and which has maintained them as the only profitable airline for the past 35 years.

Lee's passion and motivation are illustrated in the book,  Employ Commitment:  If You Build It, Results Will Come  by ADL Associates.

Christin Upshaw received a Masters of Science in Industrial / Organizational Psychology from the University of Central Florida and a Bachelors in Psychology from the Honors College of Florida Atlantic University.  Before joining Integrated Loyalty Systems, she worked in education and research and development. She has been published in a number of works including The Influence of Culture on Human Resource Management Processes and Practices. Christin is experienced in facilitating live and online classrooms, leadership and organizational behavior training, designing training programs and customer service strategies, creating and implementing organizational cultures, and developing and maintaining corporate marketing strategies and websites. Christin is the VP of New Business and Product Development for Integrated Loyalty Systems.

As a skilled trainer, consultant and business manager, Jenna utilizes her talents to help organizations make change, large or small, especially in the areas of customer service and training & development. Her areas of expertise also include new hire orientation, team building and change management.

Jenna has more than fifteen years of experience in various positions at Fortune 500 companies including the Walt Disney World Resort and Bausch & Lomb. Additionally, Jenna has excelled to President and Area Governor of Toastmasters International, a training forum for speakers. The Walt Disney Company recognized her for her passion and talent in training and leadership skills and recruited her first to train front-line employees, and consequently to facilitate various programs for The Disney Institute, Disney's professional development training arm, including team building and backstage tours for corporate groups, and educational programs for school groups.

Because of her success, she was promoted to train Disney sales representatives in service, sales, product and customer relationships, both nationally and internationally. In many of these positions, she redesigned the programs, developed training materials, created incentive programs, initiated advanced training for experienced team members, and ensured the successful integration of the company culture. She culminated her training career at Disney as a trainer and facilitator for Disney's world-renowned "Traditions" program, where she facilitated new hire orientation programs in multiple languages to the Disney Cast and operating participants.

Jenna has put her extensive skills to use with Integrated Loyalty Systems by redesigning existing programs and processes, and redesigning client new hire orientation programs and various customized ILS facilitated leadership programs.

Jenna's training mastery effectively weaves together her passion for storytelling, leadership and training to engage her audiences and motivates them to implement change well after the emotion of the training is gone.

Kirby will engage and inspire your group to grow individually and most importantly, to accomplish uncommon results as a team.  His style is very personable, highly interactive and energetic. His sessions are rich with examples and designed to deliver results. His areas of expertise include customer service, change management, and selling skills.

Kirby spent over 20 years on the provider side of the healthcare industry, becoming a broadly experienced sales and management executive, and over 15 years in training and development. Prior to working with Integrated Loyalty Systems, Kirby founded Clinical Mobility, Inc., an organization designed to provide affordable, accessible flu shots across America.

Before that, as Vice President of Specialty Care Pharmacy Services at Option Care, one of the nation's leading home infusion providers, he was responsible for all sales and marketing efforts related to injectable medications and for pharmaceutical manufacturer relationships.  And as Executive Vice President for a specialty products and services company, ConservCare, Kirby had company-wide profit and loss responsibilities.  He turned the regionally focused company with annual sales of $2.2 million into a nationally focused company with an annual sales run rate of over $7 million in an 18 month period.  Some of Kirby's other positions include Founder and President of a training and development consulting firm and Vice President of Organizational Development for Coram Health Care.

Kirby currently utilizes his knowledge and skills with Integrated Loyalty Systems as a lead consultant on healthcare engagements, such as the review and assessment of the architectural design elements' impacting customer service throughout the design phases of Jersey Shore University Medical Center, and designing a suburban hospital of the future for Barnes-Jewish Christian (BJC) Healthcare in St. Louis, MO.  His recent training and development clients include Walt Disney World, Johnson & Johnson, Ortho-Biotech, Baxter Healthcare, Coram Healthcare, CuraScript Pharmacy, Alliant Foods, U.S. Oncology, and Protocare Sciences.

Kirby is a team leader with excellent people skills and a strong sales, marketing, operations, and facility management background.  His management success makes his training and development skills unique and even more impactful.

President of Integrated Health Systems, Inc., Dr. Wong is dedicated to assisting healthcare organizations leverage their mission into a sustainable competitive advantage through a culture of service excellence.

Dr. Wong has a 27-year career in the healthcare industry, with extensive experience in direct patient care, quality improvement, medical group administration, managed care operations, health system governance, leadership development, strategy consulting, public speaking and group facilitation.

Dr. Wong's practice has held various administrative positions, including medical director of a family practice group, a hospice program, a statewide provider owned health plan and a clinic network of 50 primary care physicians. He also served as the first physician board member for the Sisters of Providence Health System, which operates over 20 acute, long-term and managed care institutions along the pacific coast.

Dr. Wong earned an undergraduate degree from the University of California, Davis, a Masters of Public Health from the University of California, Berkeley, and a M.D. from the University of California, San Francisco.

Michael J. Donnelly joined the ILS Crew after 10 years of experience with the Walt Disney Company. He honed his leadership skills as a Disney Resort Manager, recruitment and selection experience as an Employment Interviewer and on-boarding experience by facilitating Disney's world-famous orientation program, "Traditions".

He worked with the National Rehabilitation Hospital and the Visiting Nurse Association (VNA) to successfully implement a formal service excellence strategy that created world-class experiences for both patients and members of the care team.

He has also worked with VNA leaders to design, develop and implement a top notch new hire orientation process.

Michael's true success lies in his ability to effectively help clients strategize and implement an effective service excellence culture by helping build the infrastructure necessary to sustain it long term.

More than 20 years' experience has earned Janine Gomez a reputation of creating long term, valued business relationships and a reputation in helping organizations deliver world-class meetings.  She has worked with the highest levels of many Fortune 500 organizations to manage their meeting expectations, and has the expertise to create  synergistic partnerships and client loyalty.

Janine began her career in the Banking Industry working with a Savings and Loan and a Commercial Bank.  She managed high volume client accounts and relationships in the Central Florida medical community. She transitioned to an exciting opportunity with the Walt Disney Company and throughout her 21 year career there, held various assignments hosting high profile celebrities, dignitaries, and company executives, in addition to key leadership roles with global press events for the opening of Disneyland Paris, Disney's Hollywood Studios, Disney's Animal Kingdom, and the launch of the Disney Magic and Disney Wonder cruise ships. She had the opportunity to facilitate programs at Disney University with a focus on Disney's Approach to Quality Service and People Management and was a trainer and mentor throughout the years. As a Marketing Manager, she launched the Travel Industry Reference Guide and the College of Disney Knowledge to both the domestic and international travel trade.  She spent over a decade in the sales organization in a variety of niche markets throughout the country. She specifically took pride in her role as a Senior Sales Manager with the Disney Event Group as she enjoyed utilizing the consultative selling method with clients from around the world who selected the Walt Disney World Resort as their meeting destination of choice.  She provided her expertise and creativity by creating memorable and seamless meetings with a focus on promoting the Disney Institute and Disney Entertainment as part of the Disney Advantage.

Janine earned her Bachelors Degree from Rollins College in Communications with an emphasis on Broadcast Journalism. She is also a member of the National Association of Realtors and Orlando Regional Realtor Association. She managed a dual career for a decade as a Naval Reservist attached to the Marine Air Wing and over the years provided instruction to the Military. Janine continues to have a passion for exceptional leadership and client service in all lines of business and is thrilled to use her skill set with Integrated Loyalty Systems.

Sheila Ward is a versatile and multi-faceted performer and facilitator.  She is a passionate, quick on her feet and a lively actress with experience in training and performing for a variety of clients.  She has worked in conjunction with Walt Disney World Resort, Disney University (Disney's internal training arm) and the Disney Institute University (Disney's external training arm) for the past 15 years.

She continues to work regularly at the Walt Disney World Resort as a comedic actress at Downtown Disney's Pleasure Island.  In 1994, she was selected to serve as a facilitator teaching the Walt Disney World's "Traditions, an orientation program for new "Cast Members."  She then worked with Disney Institute's Professional Development Programs in order to lead seminars and motivational classes for corporate executives and their teams.

Sheila taught "Quality Service--Disney style", "Captivating Your Audience" and "Team Building", using improvisation and her multi-faceted acting skills.  In 1998, she was part of the opening team for Disney's Animal Kingdom theme park where she taught their training program, "DAKlimations", which highlighted the uniqueness of working in a Disney animal discovery park.

Now both self-employed and working with Integrated Loyalty Systems, Sheila's clients include the Visiting Nurses Association of Va., MD., and D.C., University of Oklahoma, PriceWaterhouseCoopers, and PicNPay Grocery Stores out of South Africa. For the past three years Sheila has worked with PetsMart,Inc as the corporate spokesperson playing the PetsMart customer.  She is a proud graduate of Indiana University where she earned a B.A. in Theater.