Executive consultant and practice leader in the Multi-Channel Customer Relationship Management (CRM) area with over 25 years of experience in his field. Experience working with clients in numerous industries, including telecommunications, financial services, local government, high technology, and entertainment. Recognized thought leader with a large body of published work. Significant experience in presenting at industry conferences, workshops and seminars. Has led the design, development and delivery of multi-dimensional cross-functional solutions to clients, bringing together Strategy, Business Process Design, Organizational Design, Change Management, Hardware, Software, IT & Infrastructure Outsourcing and Business Process Outsourcing.
Senior sales organization and business process outsourcing specialist with over 30 years experience in building and running sales organizations, a $2B annual revenue CRM outsourcing business, and in providing board and project level consulting to the sales and service organizations of leading companies. Specializes in field and inside sales development strategies, as well as in sales processes, web strategy and sales organization management & design. Has experience across five continents and numerous industries. Has served as a Board member on start-up companies and holds 3 process patents in contact center operations.
Senior and highly respected consultant in the fields of contact center operations, process design, management and technology with over 25 years experience across multiple industries including financial services, technology, utilities, telecommunications and healthcare. A renowned thought leader, writer, seminar developer/presenter and keynote speaker at a variety of call center events across four continents. Has conducted training for over a thousand call center managers in numerous countries on the most effective methods to manage call center environments. Frequently quoted in trade journals and the author of many white papers and industry-related articles in contact center industry publications.
Senior executive with over 30 years of leadership and management experience in private and public sectors including manufacturing, healthcare, government , insurance and social service organizations. Developed and implemented staffing strategies and programs that improved operational outcomes and maximized the available staff resources. Extensive experience in human resource planning and operations, organizational change, team building, organizational effectiveness and facilitative leadership. Performed operational and organizational audits that aligned business requirements with staffing plans and processes to enhance teamwork and team performance.
Highly skilled senior management consultant with over 20 years experience in program management, client services, account management and multichannel optimization. Considerable experience across multiple industries including the Public Sector, Energy and Utilities, Distribution, Telecommunications, and Media and Entertainment. Specializes in client experience, business process re-engineering, business requirements development, contact center optimization, customer relationship management and organizational analysis. Has led multiple teams in the successful development and implementation of new business models, new desktop applications, and new self-service channels.
Senior transformation specialist in the areas of contact center transformation and technologies, business process outsourcing, and the impact of social media on the contact center. Recognized thought leader, subject matter specialist and project manager with over 30 years experience across multiple industries including retail banking, health insurance, property & casualty insurance, telecommunications and media & entertainment. With considerable experience in call routing and IVR design, recent focus has been upon the contact center enablement of social media strategies, as well as brand protection/risk mitigation approaches using contact centers and social media.
Senior operations specialist with twenty-five years of hands-on experience operating contact centers for international companies, followed by thirteen years as a full-time contact center consultant operating at the Director and Vice President level. Has conducted dozens of operational assessments in the healthcare, financial services, wireless, utilities, manufacturing, and travel industry, and has done extensive project work on organizational development, recruitment, training, outsourcing, site selection, workforce management, and performance. Has been called on numerous times to perform in an interim management role for large contact centers operations.
Senior Services Oriented Architecture (SOA) modeler and Application architect, who was worked for over 15 years in the financial services, telecommunications retail and technology industries. Considerable experience helping senior executives undertake business component modeling across customer operations and systems, including sales, marketing, service and support. Regularly lectures at number of NY area universities in both graduate and undergraduate business programs, covering areas such as e-commerce, database systems, telecommunications and search engines.
Senior consultant with over 21 years experience in customer relationship management, including 10 years running multi-channel customer care and sales operations in the financial services industry. Demonstrated ability helping organizations across multiple industries develop multi-channel customer experience strategies, re-align and re-deign their customer-facing business processes and improve their operational management processes. In the last year, as part of a strategic alliance between a large Canadian bank and an insurance company, was engaged by senior management to oversee the integration of marketing, virtual contact centers and sales force which included 4000 financial planners.
Proven consultant with expertise and deep experience in the area of cross-channel customer experience transformation from strategy through to implementation. More than 20 years experience covering both the technology and business processes in this area. Specializes in the following: knowledge management, process automation, case management, business intelligence, contact center desktop applications, and sales & order management. Brings a deep understanding of business process outsourcing, enterprise on-premise solutions, and the migration to cloud solutions. Most recent focus has been on driving a more effective customer experience through the social media enablement of marketing, sales, and customer care processes.
Senior executive-level consultant in the areas of operations, contact center strategy, implementation, and optimization, with significant focus on the public sector. Over 20 years of experience working with large US state agencies, federal departments and Fortune 500 clients in the high-tech and telecommunications industries having both national and global operations. Specialist in helping clients achieve their economic and service delivery objectives across multiple communication channels, leveraging business process outsourcing, in-sourcing and the latest contact center technologies and operations disciplines. Author of a number of contact center articles, white papers, and has co-developed contact center transformation patents
Accomplished and highly respected subject matter specialist in planning, developing and implementing customer operational strategies, contact center diagnostics, and business process reengineering efforts. Over 25 years of functional and consulting experience in the communications, defense, distribution, entertainment, financial services, health services, state government, transportation and utilities industries. Excellent working knowledge of overall customer management processes, operational management processes, marketing, sales, order entry, distribution, collections, customer service, and face-to-face processes, as well as in recruitment, human resource development and training.
Skilled Enterprise Architect and Technical Project Manager with 16 years experience in the contact center space. Significant expertise in architecting and delivering innovative solutions, particularly in the area of telecommunications infrastructure, intelligent & skills-based call routing, convergence, Voice over IP (VoIP) and Unified Communications (UC). Holds patents for intelligent routing of calls in SIP (IP) and PSTN network environments, and for various Computer Telephony Integration Methods