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A Commitment to Service
CILCSA's Net Promoter Score (NPS) per a February 2020 Survey of Existing Members
Central IL Customer Service Association
We are committed to improving service in our organizations, businesses and in Springfield, Illinois (Central Illinois). We believe that together, we have a better chance of making a difference by leveraging and sharing each other's experiences and successes to make Springfield the "Friendliest City".
Both individual and corporate memberships are available
Quarterly professional development opportunities
Monthly networking and idea sharing opportunities with fellow business professionals
Develop leadership skills through potential volunteer roles and exposure to concepts that may not be available in your current position
“Loyal customers…they don’t just come back, they don’t just recommend you…they insist that their friends do business with you.”
— Chip Bell
Meet Our Board
Embedded in the travel, tourism and hospitality industry in Springfield for 30 years, my passion is taking care of people and showcasing our amazing city. Currently serving as Convention Sales Manager for Visit Springfield allows me to lead our successful team in promoting meetings and conventions to groups all over the country. Everyday my drive is through knowing that tourism is essential to the economic and social well-being of our community and I can make a difference through relationships and partnerships formed. As a founding board member of the CILCSA I look forward to continued efforts to see growth and measurable outcomes towards making Springfield, IL the friendliest city in IL.
Springfield Running Center
Tracy has been with the Springfield Running Center since 2010 and became a partner in 2014. Specializing in customer service, she has found a way to combine her love for running, coaching, competing, and serving the community and her customers. Tracy has three sons attending college and has lived in the Springfield area for 25 years.
Hospital Sisters Health System
Danielle works as a facilitator for Hospital Sisters Health System in Springfield, IL. Through her role, she consults with leaders to identify, diagnose, design and lead change. Her primary focus is leadership development, orientation, and colleague engagement. Danielle has a Bachelor of Arts degree and Master of Science degree in Training and Development from Eastern Illinois University. Danielle is a certified coach through the Association for Talent Development, a certified trainer in: Crucial Conversations, Myers Briggs Type Inventory, and EQ-i. Danielle is an active member in the Springfield Jaycees and the Central Illinois Customer Service Association. She has provided education at the Springfield Jaycees’ General Assembly on the topics of Generations and Resiliency. She has also provided education at the Illinois Volunteer Conference on the topic of Resiliency and Mindfulness. In her free time, Danielle enjoys spending time with her husband and their two dogs. She also enjoys running and CrossFit.
Doug is the Executive in Charge of sales and merchandise execution for Macy’s in Springfield IL, overseeing the companies Path to Growth, volunteer based programs, and visual/merchandise execution. Macy’s is the largest US department store by retail sales throughout the United States, Puerto Rico and Guam. Doug is an active volunteer within the community, passionate about equine therapy and community outreach programs.
Desiree is a Senior Vice President of Corporate Citizenship for Bunn-O-Matic in Springfield, IL, overseeing the company’s corporate social responsibility initatives. As a 33-year veteran with the organization, she represents the company at key events and trade organizations in the beverage and food service industries. BUNN is a leading manufacturer of dispensed beverage equipment, doing business in 90 countries around the globe. Desiree is passionate about the Springfield and has a 38 year history as an active community volunteer.
With over 25 years’ experience, Lisa’s passion for the hospitality industry has not been a job, it’s been a lifestyle. In her current role as the Director of Sales with Ehrhardt Hospitality, she is solely responsible for the sales efforts at the Residence Inn and Springhill Suites by Marriott. Being able to anticipate our guest needs & expectations, consistently deliver above and beyond those expectations, all while growing & maintaining our client base, developing new relationships and meeting the hotel model needs is what makes this industry so interesting & challenging to her. Two years ago she was led to the efforts of the Central IL Customer Service Association board. Having a true belief and passion for customer service, which are crucial components for success, she now serves as the current position as President for CILCSA.
Bank of Springfield
Mike Pence graduated from Illinois State University in 1996 with a bachelor’s degree in Finance and Marketing. Pence began his banking career in 1986 in the Correspondent Banking department with the original Illinois National Bank. He joined BOS- Bank of Springfield in 1996 as Senior Vice President of Sales & Marketing. In 2005, he was named Executive Vice President. On January 1, 2019, Pence was promoted to President of BOS and was named to the Spring Bancorp Board of Directors. During Pence’s career with BOS, the bank has added eleven additional branches, expanded into the St. Louis Metro East, Quincy and St. Louis County markets and BOS assets have grown from $100 million to over one billion dollars. Pence has served on The Greater Springfield Chamber of Commerce Board as the Board Chair in 2016 and was the Chamber’s Strategic Leadership Council Quantum Growth Partnership Q5 Board Chair. He has also been involved with SPARC, the Springfield Public School Foundation, Prevent Child Abuse of Illinois, Big Brother Big Sister Program, United Way and currently serves as the treasurer for Central Illinois Customer Service Association.
Bank of Springfield
Steve is well respected and versed in all aspects of the customer relationship management process. Steve is a co-founder, past president and current Board member of the Central Illinois Customer Service Association. This non-profit entity is created to promote customer service networking, development, and promotion with a mission to make Springfield, Illinois the friendliest city in world! Over the course of his career Steve has consulted and delivered solutions for well-known brands such as: AT&T, Blue Cross Blue Shield, and the State of Illinois Department of Innovation and Technology. Steve received his M.A. Degree in Communications from Eastern Illinois University with a minor in Business Administration. During his spare time, Steve enjoys spending time with his wife, Julie, and their 5 children cheering on their favorite baseball team, the Chicago Cubs!
Express Employment Professionals
Rooted in the community with faith, family & business, Michael serves from the heart. He is passionate about helping people succeed. As an Area Manager with Express Employment Professionals, he works with local businesses to help them stay profitable & productive through the most effective use of workforce solutions. Michael’s background in retail management & marketing, has taught him the importance of putting others first. Building new relationships daily, Michael seeks to be a person of value to everyone he meets. With the belief “service is a lifestyle & not a job.” Michael volunteers with many organizations. Michael’s most important role is he’s a proud father & husband.
Sara Vanhala joined Illinois-based Small Business Growth Corporation (Growth Corp) in 2007 after her family relocated to Springfield, Illinois. Serving as Director of Communications, Assistant to the President and Assistant Secretary to the corporation’s Board of Directors, Sara fills many roles within the organization. However, her primary responsibility is to convey the availability, impact and importance of the 504 Loan Program through marketing, community and legislative outreach, educational initiatives and resource collaboration with lending partners. In addition to her time and experience at Growth Corp, Sara is the mother of three and, in her spare time, provides freelance graphic design services to local small businesses.