Susan Reisinger is the Operations Manager for the Navy Global Distance Support Center (Technical). Dr. Reisinger holds both an MBA and Doctorate in Business Administration from the University of Maryland and has an extensive consulting and management background, with over 14 years of contact center/help desk experience. She is a certified Help Desk Manager and has been a recent featured speaker at the International Contact Center Management Conference, the Government Customer Service Conference, 10th Annual Signature Customer Service and Support Professionals Conference, and the 2008 North American Conference on Customer Management. She has published in both scholarly and trade journals.