2024-11-13T11:26:27-06:00 2023-12-31 521022232 SNYDER COHN PC 11200 ROCKVILLE PIKE SUITE 415 NORTH BETHESDA MD 20852 990 2023-01-01 237270642 SOCIETY OF CONSUMER AFFAIRS PROFESSIONALS IN BUSINESS SOCI 7035193700 2875 W RAY RD SUITE 6-358 CHANDLER AZ 85224 CHRIS DRURY BOARD CHAIR 7035193700 2024-11-13 1 0 KEITH JENNINGS P01319883 3016526700 2024-11-13 2023 2024-10-15 13:58:12Z X SOCAP INTERNATIONAL CHRIS DRURY 2875 W RAY RD SUITE 6-358 CHANDLER AZ 85224 1404937 0 X SOCAP.ORG X 1973 DC TO FOSTER THE INTEGRITY OF BUSINESS IN ITS DEALINGS WITH CONSUMERS - WE BUILD COMMUNITY, CURATE CONTENT, AND DELIVER INDUSTRY INSIGHTS SO THAT MEMBERS - AT ALL LEVELS AND ACROSS ALL INDUSTRIES - CAN ADVANCE CUSTOMER CARE AND ENGAGEMENT. 13 13 0 80 0 0 0 0 1219875 1403101 0 0 7999 1836 1227874 1404937 0 0 0 0 72247 110356 0 0 0 1180983 1029813 1253230 1140169 -25356 264768 15405 124374 155799 0 -140394 124374 X THE ORGANIZATION IS DEDICATED TO DEVELOPING EXEMPLARY CUSTOMER CARE AND ENGAGEMENT PROFESSIONALS THROUGH EDUCATION AND NETWORKING, SETTING THE STANDARD FOR SERVICE EXCELLENCE AND ELEVATING THE VALUE OF THE PROFESSION. 0 0 SOCAP SYMPOSIUM AND ANNUAL CONFERENCE: THE SOCAP SYMPOSIUM AND ANNUAL CONFERENCE OFFERS MEMBERS THE OPPORTUNITY TO LEARN, ENGAGE AND NETWORK AROUND KEY TRENDS AND INFORMATION IN THE CUSTOMER CARE AND ENGAGEMENT PROFESSION WITH SPECIFIC SESSIONS AND LEARNING OPPORTUNITIES FOCUSED ON KEY INDUSTRY SEGMENTS SUCH AS CONSUMER PACKAGED GOODS, RETAIL AND DIRECT SALES, HEALTHCARE, HOSPITALITY, TRAVEL AND TOURISM AND FINANCIAL SERVICES. ADDITIONALLY, IT BRINGS TOGETHER CUSTOMER CARE AND ENGAGEMENT EXPERTS FROM ACROSS MULTIPLE INDUSTRIES TO LEARN, ENGAGE AND NETWORK AROUND DATA, INFORMATION AND BEST PRACTICES THAT WILL HELP MEMBERS BETTER SERVE CONSUMERS AND CONTRIBUTE TO BUSINESS SUCCESS. THEY ARE HOSTED BI-ANNUALLY AND FOR 2023, THE SPRING SYMPOSIUM WAS HOSTED IN COLUMBUS, OHIO WITH 182 ATTENDEES, WHILE THE FALL SYMPOSIUM TOOK PLACE IN PERSON IN TAMPA, FLORIDA WITH 219 ATTENDANTS. FRONT LINE AGENT BENCHMARK STUDY: THE OBJECTIVE OF THIS RESEARCH IS TO IDENTIFY KEY FACTORS INFLUENCING AGENT SATISFACTION IN AN ONGOING EFFORT TO CREATE WORK PROGRAMS WHICH LEAD TO LONG-TERM EMPLOYEE AND CUSTOMER SATISFACTION, REGARDLESS OF WORKFORCE MODEL. THIS STUDY WAS DESIGNED TO: 1. MEASURE CX AGENT JOB SENTIMENT & SATISFACTION 2. GAUGE THE EFFECTIVENESS OF CURRENT TRAINING PROGRAMS, CONNECTEDNESS, FEEDBACK & WORK MODELS 3. DETERMINE IMPACT OF CORPORATE CULTURE, DIVERSITY & INCLUSION, STRESS AND WFH FATIGUE 4. IDENTIFY LEADING DRIVERSOF JOB SENTIMENT & SATISFACTION WHICH COULD LEAD TO INCREASED RETENTION PROFESSIONAL DEVELOPMENT WORKSHOPS AND SUMMIT: THE PROFESSIONAL DEVELOPMENT WORKSHOPS AND SUMMITS PROVIDES MEMBERS WITH HANDS-ON TRAINING AND LEARNING FOCUSED ON CONSUMER SATISFACTION. THIS INCLUDES DATA REPORTING, CRISIS MANAGEMENT AND QUALITY MONTIORING WORKSHOPS, AS WELL AS TRAININGS THAT FOCUS ON TECHNOLOGY, DEI (DIVERSITY, EQUITY, INCLUSION), E-WRITING AND ROUND TABLE DISCUSSIONS RELEVANT TO INDUSTRY TOPICS. THESE HYBRID EVENTS ARE HELD PERIODICALLY THROUGHOUT THE YEAR. 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 17 0 1 0 0 0 0 0 1 1 0 0 0 X 13 13 0 0 0 0 1 1 1 1 1 0 1 1 1 1 1 1 1 1 1 1 0 X THE ORGANIZATION 7035193700 2875 W RAY RD SUITE 6-358 CHANDLER AZ 85224 CHRIS DRURY BOARD CHAIR 2.00 X X 0 0 0 RAKEB ARAYA DIRECTOR 1.00 X 0 0 0 TERRI DEMENT SECRETARY 1.00 X X 0 0 0 VICKY CHERNE DIRECTOR 1.00 X 0 0 0 NICOLE NUTILE CHAIR ELECT 1.00 X X 0 0 0 JILL DELONG DIRECTOR 1.00 X 0 0 0 NATHAN BOBAY BOARD TREASURER 1.00 X X 0 0 0 ELLEN PASSERO DIRECTOR 1.00 X 0 0 0 JOE MAZUR DIRECTOR 1.00 X 0 0 0 STEVE COPELAND DIRECTOR 1.00 X 0 0 0 JOE GRAMATA DIRECTOR 1.00 X 0 0 0 CASS FERRIS DIRECTOR 1.00 X 0 0 0 ROSLYN HARRELL DIRECTOR 1.00 X 0 0 0 SUZANNE DURKIN-BIGHORN EXECUTIVE DIRECTOR SINCE OCT 2023 32.00 X 32356 0 0 MARIE SHUBIN PRESIDENT/CEO UNTIL OCT. 2023 32.00 X 78000 0 0 110356 0 0 0 0 0 0 TOPSIDE MANAGEMENT SERVICES 200 SOUTH FIELDER ROAD SUITE 200 ARLINGTON TX 76013 MANAGEMENT 144051 1 ANNUAL CONFERENCE 900099 977751 977751 MEMBERSHIP DUES 900099 425350 425350 1403101 OTHER REVENUE 900099 1836 1836 1836 1404937 1403101 0 1836 X 110356 4025 4650 342738 93812 6342 29067 5576 487149 51 587 CREDIT CARD FEES 52823 BANK AND MERCHANT CHARG 2126 SUBSCRIPTIONS 867 1140169 15405 121911 0 2463 15405 124374 155799 155799 0 X -140394 124374 -140394 124374 15405 124374 264768 0 X 0 0 0 0 1 0 FORM 990, PART VI, SECTION A, LINE 6 THE ORGANIZATION HAS SIX CLASSES OF MEMBERSHIP: INTERNATIONAL ALLIED MEMBERS, CORPORATE MEMBERS, REGULAR MEMBERS, ASSOCIATE MEMBERS, STUDENT MEMBERS, AND ALUMNI MEMBERS. VOTING MEMBERS INCLUDE REGULAR, ASSOCIATE, AND CORPORATE MEMBERS THROUGH THEIR DESIGNATED MEMBERSHIP REPRESENTATIVES. FORM 990, PART VI, SECTION A, LINE 7A THE NOMINATING COMMITTEE IS CHAIRED BY THE IMMEDIATE PAST CHAIRMAN OF THE BOARD AND CONSISTS OF THE CHAIRMAN-ELECT OF THE BOARD AND NOT LESS THAN FIVE ADDITIONAL MEMBERS OF THE COMMITTEE. THE COMMITTEE WILL PRESENT TO THE VOTING MEMBERSHIP A LIST OF NOMINATIONS OF ONE CANDIDATE FOR EACH OFFICE AND DIRECTORSHIP TO BE FILLED. ADDITIONAL NOMINATIONS CAN BE MADE IN WRITING BY ANY MEMBERS BEFORE THE ELECTION. FROM THE COMPLETE LIST OF NOMINEES, THE VOTING MEMBERSHIP SHALL ELECT THE BOARD OF DIRECTORS AT EACH ANNUAL MEETING. FORM 990, PART VI, SECTION A, LINE 7B CERTAIN GOVERNANCE DECISIONS MUST BE APPROVED BY THE VOTING MEMBERSHIP. THE BYLAWS MAY ONLY BE AMENDED BY AN AFFIRMATIVE VOTE OF TWO THIRDS OF THE VOTING MEMBERS PRESENT AT THE ANNUAL MEETING. FORM 990, PART VI, SECTION B, LINE 11B THE DRAFT 990 IS FIRST PREPARED BY AN INDEPENDENT ACCOUNTANT AND IS THEN DISTRIBUTED TO THE MEMBERS OF THE EXECUTIVE COMMITTEE FOR REVIEW. FINALLY, IT IS MADE AVAILABLE TO THE MEMBERS OF THE BOARD/GOVERNING BODY BEFORE FILING. FORM 990, PART VI, SECTION B, LINE 12C THE CONFLICT OF INTEREST POLICY IS REVIEWED BY THE BOARD ANNUALLY. SOCAP HAS INSTITUTED A MANDATORY DISCLOSURE POLICY UNDER WHICH EACH MEMBER OF THE BOARD OF DIRECTORS AND OFFICERS WILL BE REQUIRED ON AN ANNUAL BASIS TO SIGN AND SUBMIT A MANDATORY DISCLOSURE STATEMENT TO THE PRESIDENT AND CHAIRMAN OF SOCAP. FORM 990, PART VI, SECTION B, LINE 15 EXECUTIVE DIRECTOR'S COMPENSATION WAS DETERMINED IN 2023 DURING THE RECRUITMENT OF A NEW EXECUTIVE DIRECTOR. COMPENSATION FOR ALL EMPLOYEES INCLUDING KEY EMPLOYEES IS DETERMINED UNDER THE GUIDANCE OF THE BOARD APPROVED COMPENSATION PHILOSOPHY. FORM 990, PART VI, SECTION C, LINE 19 SOCAP MAKES ITS BYLAWS AVAILABLE TO THE PUBLIC ON ITS WEBSITE. OTHER GOVERNING DOCUMENTS, CONFLICT OF INTEREST POLICY, AND FINANCIAL STATEMENTS AVAILABLE TO THE PUBLIC UPON REQUEST. FORM 990, PART IX, LINE 11G PROFESSIONAL SERVICES 342,738. FORM 990, PART IX, LINE 11G, OTHER FEES: PROFESSIONAL SERVICES INCLUDE THE FOLLOWING: BUSINESS DEVELOPMENT: $41,319 MEMEBERSHIP DIRECTOR: $65,587 PROGRAM DIRECTOR: $67,879 GENERAL ADMIN & MEMBER SUPPORT: $23,902 TECHNICAL SUPPORT: $144,051