As the Vice President of Customer Transformation for Dale Carnegie & Associates, Ercell oversees the entire customer experience by creating quality products that facilitate personal and professional breakthroughs for clients and developing a rigorous trainer certification system rooted in our unique delivery methodology. He ensures that both product quality and training will drive profitability for our franchise network while serving our client’s human capital training needs. Ercell is regarded as a rapport builder: someone who can break down barriers and build bridges with messages and insights that transcend cultural and organizational differences. As a Carnegie Master, he is dedicated to coaching, evaluating, and directing the skills and abilities of future Dale Carnegie trainers on a global scale. He currently lives in Atlanta, He is married to his wife Kynley Hayward Charles and they have three children Cydnei, Blair, Nola, and one granddaughter, Madison. Dr. Merle Heckman is presently the Chief Culture Officer, Master Trainer and Consultant for Dale Carnegie of the Heartland. His work experience is quite diverse. He grew up on a grain farm in Missouri. His work experience is in the areas of agriculture, a non-profit organization, a privately held transportation business, a government agency, and a large publicly held global manufacturing company. This wide variety allows him to relate to employees in many different levels. With a MA in counseling, a MBA with concentrations in Human Resources, Finance, and Marketing, a MPA and a Ed.D. in Educational Leadership, he taught for various universities over the last 19 years both in house and online. Heckman has the SPHR-SCP certification (Senior Professional in Human Resources) from the Society of Human Resource Management. He was awarded the certification of Certified Speaking Professional (CSP) through the National Speakers Association.