Customer Service Workshop
What is the NCTR Customer Service Network?
Launched in 2014, the Customer Service Network is a group of NCTR member agencies seeking to exchange ideas, share best practices, and brainstorm new and better ways to provide both our customers and employees with extraordinary customer service.
Contact NCTR’s Robyn Wheeler at (916) 769-5909 (rwheeler@nctr.org) for more information.
2026 Customer Service Workshop
June 22-24, 2026
Co-Hosted with Chicago TPF
Registration Opens in March!
Stay Tuned for More Information!
Customer Service Network Steering Committee
CalSTRS
Kimberly Fong
Assistant Director, Customer Service Division
Email: KFong@calstrs.com
Phone: (916) 414-1131
Georgia TRS
Winston Buckley, CDMP
Director, Communications & Outreach
Email: Winston.Buckley@trsga.com
Phone: (404) 425-6620
Kansas City Public School Retirement System
Shannon McClain
Benefit Payroll Coordinator
Email: Shannon.McClain@kcpsrs.org
Phone: (816) 472-5800 extension 1
National Council on Teacher Retirement
Robyn Wheeler
Assistant Executive Director
Email: rwheeler@nctr.org
Phone: (916) 769-5909
Nevada PERS
Kristina Kibbe
Retirement Analyst 3
Email: kkibbe@nvpers.org
Phone: (775) 283-5694
New York STRS
Heidi Brennan
Director of Communications & Outreach
Email: Heidi.brennan@nystrs.org
Phone: (518) 447-2911
South Dakota Retirement System
Alan Freng
Communications Director
Email: Alan.Freng@state.sd.us
Phone: (605) 773-3731
Past Workshops
2025 Customer Service Workshop
June 8-10, 2025
Sacramento, CA
2024 Customer Service Workshop
June 9-11, 2025
New York, NY
2023 Customer Service Workshop
June 4-6, 2023
Madison, Wisconsin
2022 Customer Service Workshop
June 7-8, 2022
Atlanta, GA
CSN Webinar Archives
Best Practices for Serving Retired Members
Recording
Moderator:
- Ed Rezny, Deputy Director of Member Relations, New York STRS
Presenters:
- Josey McCloud, Departmental Analyst, Michigan Office of Retirement Services
- Nick Treneff, Communications Service Director, Ohio STRS
Cyber Attack at IOWA PERS
Recording
Presenters:
- Judy Akre, Communications Director, Iowa PERS
- Rick Hindman, Chief Information Officer, Iowa PERS
Employers are Customers, Too!
Recording
Moderator:
- Ed Rezny, Deputy Director, Member Relations
Presenters:
- Massachusetts Teachers’ Retirement System
- Shannon Murphy, Assistant Director of Employer Services
- Will Culbert, Senior Communications Specialist
- Maryland State Retirement and Pension System
- Harris Kaplan, Deputy, Chief Business Operations Office
- Teachers’ Retirement System of Louisiana
- Ed Brannigan, Manager, Employer Services Department (ESS)