Who We Are
SBI is made up of a talented and well-rounded team of subject matter experts who wear multiple hats. Our integrated team structure creates an environment of open collaboration, flexibility, and innovation to support the evolving needs of our association clients.
Our unique internal structure is comprised of five Centers of Excellence (COEs):
- Executive Services
- Member Services
- Meetings & Events
- Marketing & Communications
- Finance, Administration & Operations
Specialists from each COE make up the various teams that support our association clients.
Alope leads the day-to-day operations of SBI, working closely with SBI’s executive leadership team as well as managing the finance team. With more than two decades of experience at SBI, Alope has extensive knowledge regarding SBI and its clients. She has served in numerous roles as the company has grown and designed many of the office procedures, client financial systems, and service standards that provide the strong operational infrastructure SBI’s client partners rely on. She also oversees client transitions and has proudly worked to achieve and maintain accreditation status for SBI from the AMC Institute. She likes that each day at SBI is different, and champions a culture that allows staff to have a lot of fun while doing great work.
Vice President of Business Development
Lindsay oversees SBI’s business development and client growth initiatives and serves as Managing Director of the International Ombudsman Association. With more than a decade of experience with SBI, she has worn many hats and been a key contributor to the development of SBI’s collaborative and technology-driven approach to association management. As a Seattle native, she has been involved with local non-profits for many years and is inspired on a daily basis by SBI’s awesome, hardworking team. Lindsay especially enjoys onboarding new clients and the opportunity to build relationships and learn from so many passionate volunteer leaders in a wide variety of industries. In her off time, she can be found cooking for friends and exploring the tidepools and forested mountains of the San Juan Islands with her family.
Louise S. Miller, MA, CAE
Vice President of Executive Services
With more than 25 years of association management experience, Louise serves as Executive Director of several of SBI’s largest and/or national clients. She provides best-practice counsel to the staff and all of our clients. Her expertise includes strategic planning and governance, fiscal management and budgeting, educational program development, credentialing, and large event management. Louise is particularly proud of leading ADRP from an all-volunteer-managed association to one with professional staff, and seeing the resulting growth in membership, conference attendance, and reserves.
Member Services Coordinator
Kelsi comes to SBI with a background in Association Management. She has supported many clients focusing on areas of member services and coordinating meetings & conference. Kelsi’s top strengths are her attention to details while owning projects, building client relationships, and creating efficiencies throughout processes. In her off time, she can be found spending time with her family, watching sports, and exploring new places to eat.
Stephanie Couch, VEMM
Member Services Coordinator
Stephanie Couch comes to SBI from the world of theater. Actor, director, writer, producer, front of house, behind-the-scenes, teaching artist – she has done it all! She is excited to bring her creative mind and talents to the SBI stage and continue the customer service excellence that SBI is known for as a part of the Member Services team. An avid photographer, Stephanie can usually be found behind a camera in her downtime or in her backyard gardening.
Member Services Administrator
Sadie was born and raised in the Great Pacific Northwest and loves the rain, thank you very much! She has a varied background in customer service ranging from retail to college life (housing) and admissions. Sadie comes to us from the Central Washington University – Lynnwood Center campus, where she wore many hats both as a first-generation college student and as a student leader. She enjoys taking on new and varied challenges and tasks and finds satisfaction in being an essential part of the team and supporting others to succeed. Sadie is an avid subscriber of Webster’s “word of the day” and when she’s not knee-deep in to-dos she can be found in a big comfy chair with a book or daydreaming about her next side project. One day she plans to drive from the Pacific coast to the Atlantic… and back again.
Ceri finds being the home base for associations rewarding, and loves learning about what various association volunteers are doing in their communities and how they are changing the world. Ceri’s responsibilities include database and event management, providing customer service to association members face-to-face, at events and over the phone, and prepping and staffing many monthly educational programs and meetings.
Director of Member Services
Tiffany has been with SBI since 2016, and has grown among the member services ranks to become our Director of Member Services, while also serving as Executive Director of National Association of Environmental Professionals and Washington Recreation and Park Association. Prior to working with SBI, Tiffany worked in a management role with Boys and Girls Clubs, supporting event planning, managing teen programming, and executing club-wide correspondence. Tiffany is studying to become a Certified Association Executive (CAE) and recently was recognized as Washington Society of Association Executives Rising Star. She has been instrumental in overhauling WRPA’s membership structure and growth over the past several years, as well as supporting NAEP in their Strategic Planning and Bylaws rebuilding efforts. Tiffany is respected in our company for her energetic leadership style, organizational efficiency and high productivity, and comprehensive knowledge of SBI effective practices and systems.
Felicia Kenan, MPA, CMP, CAE
Felicia is a career association management professional with over 17 years of experience in the industry. A North Carolina native, Felicia received a BA from North Carolina State University in Technical Communication. After a brief career in corporate America as an internet project manager, Felicia was introduced to the non-profits arena when she joined a North Carolina association management company as a web developer in 2013. Developing a passion for service and mission, Felicia emerged as a senior level account manager at the firm. During her career, she served as Executive Director of various medical professional and certification associations. Upon moving to Georgia, Felicia continued her career in non-profit management. In Georgia, she positioned herself as an Executive Operations Manager of a Georgia-based association management firm, as well as the Director of Education for the Georgia Academy of Family Physicians. Determined to remain at the top of her field, Felicia acquired a Masters in Public Administration from South University in Savannah, GA and certification in non-profit management from Duke University.
David So brings 16 years of storage industry experience encompassing SCSI, Serial Attached SCSI, Fibre Channel, and storage networking, with six years driving product and outbound marketing programs for these technologies. Such marketing programs included product launches, tradeshow and event planning, co-marketing initiatives, market analysis, and revenue forecasting. David has held positions as Sr. Systems Engineer and Sr. Product Marketing Manager at LSI Corporation, during which time he was involved with the SCSI Trade Association. David also spent a year as an AmeriCorps National Service Member working for Habitat for Humanity in rebuilding the Gulf Coast after Hurricane Katrina. David holds a B.S. in Electrical Engineering from Purdue University and holds a membership with the American Society of Association Executives.
Member Services Administrator
Tiffany brings Enthusiasm with a capital “E” to SBI. She has spent her entire career in customer-facing roles (with the exception of her 3-month stint as a cake decorator). With a bachelor’s in Communications, Tiffany’s goal is to brighten a client’s day and make sure she has a personalized connection with everyone she meets. When not answering phones and expertly crafting emails, Tiffany can be found puttering with her greenhouse or gazing at Mount Rainier.
Hanna Twiss-Brooks, VEMM
Member Services Coordinator & Team Manager
Hanna brings dependability, flexibility, and positive energy to SBI. She is a must-have when updating and documenting new and existing processes. Her attention to detail and helpful attitude help implement new tech, train new employees, and support clients across the company. When Hanna’s not in the office, she enjoys solving murder mysteries with her partner, cross-stitching, and playing tabletop roleplaying games with friends.
Stacey moved to Seattle from Australia in 1999. In Australia, she worked both as a teacher and in education management. In Seattle, Stacey continued as an educator supporting families with new babies. More recently she worked at a large Seattle non-profit. Stacey loves to help people and organizations grow and support their goals. Stacey is a seasoned cyclist and enjoys running in her free time.
Meetings & Events
Ally found her love of creating events early on. From high school, through college, and in her professional career, Ally has continued to grow as an events professional; leading many different types for an assortments of clientele. She enjoys managing the organized chaos that comes with putting an event together and feels true satisfaction when she can finally see her creation come to life. In her spare time, she enjoys checking out local dive bars, dancing her heart out at concerts, or recharging in nature.
Adam loves developing events to give organizations an innovative and engaging platform to connect with their members. He enjoys being a part of a hardworking team and looks forward to continuing the successful growth of SBI and its clients. Coming from a background in nonprofit and event management, he is excited about continuing his professional growth in a premier association management company. In his spare time, he can be found exploring the outdoors or trying out a new recipe or restaurant.
Megan Miller, CMP, VEMM
Director of Events
Megan is a firm believer that each day is a new adventure and your life is what you make it. With a background in nonprofit and event management, Megan loves seeing ideas, visions and a well thought out plan come together. She enjoys seeing all the small parts incorporate to create a successful experience for all event attendees. When she is not in a planning meeting, you can find her outside with her two mini dachshunds, cheering on the Indianapolis Colts, or checking out the newest craft brewery.
During Lori’s 25 years of providing registration and event services as the owner of Action Registration, Inc, it has become a true calling that combines her passion for learning, people, customer service, and projects. Lori enjoys the building process of putting an event together, particularly conferences, getting to know people during the registration process, and then meeting them in person during check-in. Being a part of the SBI team keeps Lori doing what she enjoys doing: event registration, relationship-building, and working towards a common goal…the client’s success. When she is not at her desk or on-site at a conference, she likes to explore new restaurants, do yard work on her 3 acres, craft with her daughter, binge the latest Netflix show, read, and spend time creating memories with friends.
Marketing & Communications
Connor Blair Pfandler
Interim Director of Marketing & Communications
Connor is excited to be part of a company that is so forward-thinking, innovative, and collaborative. She loves working with and learning from the large variety of SBI’s association clients. Drawing on her diverse background in retail, event organization, and graphic design Connor focuses on customizing customer service. She enjoys making a difference for her clients by listening, building strong organizational systems, and creating user-friendly content. In her spare time, Connor enjoys crafting, cooking, traveling around the world, and exploring the wilderness.
Marketing & Communications Coordinator
Maykel is detail-oriented, result-driven, and a strategic planner. She loves getting to know clients and the impact they have within their industries. Maykel holds a B.A. in Business Administration with an emphasis in Marketing from Concordia University Irvine. When she’s not working, you can find her spending time with her family and friends, being outdoors, and trying new restaurants.
Marketing & Communications Coordinator
Michelle is excited to be part of the marketing and communications team at SBI and serve a variety of industries. She loves the challenge of learning about different fields of expertise and uses her background in communication, marketing, and design to enhance the customer and member experience. In her spare time, she can be found at the pottery wheel, trying out new recipes, or spending time with her husband, Bruce, and twin daughters, Avery and Annie.
Finance, Administration & Operations
Director of Banking Services
Steven Burger brings several areas of expertise to SBI. He spent three years as a legal assistant and seven years as a financial account executive, acting as a liaison between clients and financial institutions, managing accounts with values in the millions. He likes the sense of accomplishment that comes at the end of each day and is steadfast in completing his tasks efficiently.
As a bookkeeper, and one with a keen interest in all things finance, Ken very much enjoys that his work involves accounts payable for associations, member service compliance and records, and running financial reports. He enjoys learning new things, and his favorite escapes include reading and being outdoors.
Diana, who joined SBI in 2007 as a bookkeeper, worked for several years as office branch manager for an international technical equipment company in Lithuania. While there, she maintained customer relations, ensuring the growth of sales and efficient customer service. Diana also participated in financial planning, budgeting and helping customers to obtain financing for their projects.
San Francisco Team
Michael Majdalany, CAE
San Francisco Managing Director and Association Executive
Michael Majdalany, CAE, spent 10 years at Sun Microsystems, where he was last the Director of Worldwide Marketing for the Academic & Research Computing group, having helped Sun build its education market into a $600 million business. A 20 year veteran of the computer industry, Majdalany has a broad international background that includes four years in Europe and the Middle East. Prior to Sun, Majdalany helped launch a start-up, Wedge Innovations, as director of marketing. He began his marketing career with four years at Hewlett-Packard as product manager and channel marketing manager. On the technical side, he spent four years as a software developer, focusing on enterprise management solutions. Majdalany has an MBA from Stanford as well as a M.S. in Engineering from MIT, and a B.S. in Aerospace Engineering and Mathematics from SUNY Buffalo. He is fluent in French and Arabic. Michael has memberships with AMC Institute and the American Society of Association Executives.
Mike Briones has held senior staff positions (e.g., CFO, Controller, VP of Finance) in non-profit organizations with annual billings as high as $12M. Mike has broad experience in accounting policies and practices, including GAAP and FASB regulations. Mike holds a B.S. in Accounting from De La Salle University. Mike is fluent in Tagolog.
Meetings & IT Manager
Marcia Molina has worked for over 20 years in Association Management. Marcia’s role at includes website design, maintenance, activity reports, and supporting special projects, such as product databases and online registrations. Marcia is also fluent in Spanish.
Dina Tassell brings over 15 years experience in administration, with more than 5 years of experience supervising administrative personnel for Arthur Anderson, in the areas of report processing, budget preparation, workflow management, with extensive experience in records and file management. Tassell’s role includes member records management (both physical files and database systems), application processing, membership renewals, and termination processing.