Studer Community Institute

Jake Poore 

As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should... he spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses.

In 1996, Jake helped launch the Disney Institute, the external training arm of Disney that sold its business secrets to the world. 80 percent of the people who attended the Institute were from healthcare…and Jake’s passion for helping to improve healthcare began.

Just after September 11, 2001, Jake launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. Since then, Jake and his team of experts have been sharing the organizational blueprints needed to build world-class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies’ patient experience strategy and map out and operationalize the ideal patient and employee experience.

Team ILS has successfully helped many healthcare organizations make cultural transformations including Kaiser Permanente, Cigna Medical Group, Augusta Health, Dignity Health and their 75 medical practices, Baystate Health, Penn Medicine, Ochsner Health System, National Rehabilitation Hospital, and BJC Healthcare’s Progress West Hospital.

Since 2009, Jake has been faculty for the American College for Healthcare Executives (ACHE) teaching a 2-day course sharing the blueprints for designing world-class cultures that drive exceptional patient experiences. Mayo Clinic presented him with the prestigious Ozmun Award in Administrative Excellence. 

In his free time, he enjoys sailing, golf, and photography. He lives in Orlando with his wife and their three beautiful children.

Cyndi Leonard

Cyndi recently celebrated 15 years with Navy Federal Credit Union. She started in the Contact Center and worked in a variety of areas and functions to include Transactions (now Account Services), Credit Cards, Resolution, Supervisor, and Assistant Manager. In October 2016 she detailed into Mortgage as the Assistant Manager of Refinance.

 In April 2018 she was promoted to Manager of the newly formed Admin department where her teams supported a variety of functions and her staff was mostly comprised of contractors. She grew that team from one AM and 8 Supervisors located at one site to 3 Assistant Managers and 23 Supervisors located in various states. In January 2020, she transitioned back to Processing as the Manager of Refinance Processing.

 Outside of Navy Federal, Cyndi held several front-line leadership roles with various companies. She holds an Associates in Business Management, Bachelor’s in Business Admin and a Masters in Organizational Leadership. She enjoys learning new things and motivating her staff to work together and achieve great results.

John Miller

John Miller has been employed with Cox Communications for the past 14 years and currently serves as the Director of Direct Sales. In this role, he oversees the daily operations of the Direct Sales team across Florida, Georgia and Louisiana.

 Under John’s leadership, many of his team members have been recognized nationally for their achievement in revenue growth, customer growth and customer satisfaction.

John is best known by his colleagues for creating cultures where employees can grow and develop while achieving best-in-class results. His team has led the country the past 5 years in customer satisfaction.

 Before joining Cox Communications John held senior leadership roles with Cablevision and Comcast.

In John’s spare time he enjoys traveling and spending time with his family.