The 9th Annual Call Center Week
June 22 - 26, 2008, Flamingo Hotel, Las Vegas, NV
Speaker Biographies
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Darrell N. Robertson
Vice President AARP Operations
New York Life Insurance Company’s
- Winner of IQPC’s ’07 Excellence Award for Best Call Center Under 500 staff
- Runner Up: Call Center Leader of the Year Center of Excellence Winner 4 years in a row
- 2007 Fortune Blue Ribbon Company
Darrell N. Robertson is Vice President for New York Life Insurance Company’s Special Markets AARP Operations in Tampa, Florida. Darrell has over 25 years of experience in Direct Marketing, Telemarketing, Operations Management and Business Development. His current responsibilities include managing New York Life’s AARP Member Services division, managing efforts for the Life Insurance Program and the newly launched Lifetime Income Program, and overseeing the company’s Agent Lead Generation efforts. Darrell, a dynamic leader and motivator, was recognized in 2007 by IQPC as runner-up Call Center Leader of the Year, and has led his unit to 4 consecutive BenchmarkPortal certifications as a “Center of Excellence.”
Darrell joined New York Life in May of 1995. Prior to joining NYL, Darrell has held various management positions with AIG Insurance Co., Advanta Corporation, Master Card and Visa Operations and was National Sales Director for Colonial Penn Insurance Co. where he spent 14 years in operations management of their AARP insurance businesses.
Deena Ebbert
The FISH! Philosophy: Catch the Energy, Release the Potential - A Remarkable Way to Boost Morale and Improve Results
- The Wall Street Journal Business Bestseller
- Best Selling Business Video EVER!
Meet Deena Ebbert. As both a former professional opera singer and a tenured member of corporate America, Deena is infused with a passion for performance in all aspects of life. A natural leader, Deena spent 15 years sought after by heads of industry during times of turbulence and change. Her positive impact on employee churn and productivity earned her 14 prestigious leadership awards, and she has a witty, wry and realistic perspective on ways to empower and motivate teams through compassion and trust. With dynamic and heartfelt presentations impacting organizations across the globe, Deena invites you to share in the experience of The FISH! Philosophy and begin seeing your job as a tool to make your lives complete. Discover with Deena that everything you need to lead an extraordinary life is already within you.
Julie Marks Miller
Vice President
ADP Training and Leadership Development
- 2008 Training Magazine Top 125 – Ranked #20 of the top companies of employer-sponsored workforce
- Fortune 500 Corporation
Julie Marks Miller is vice president of Small Business Services training and leadership development for Automatic Data Processing, Inc. (ADP®), a leading provider of business outsourcing solutions. With nearly $8 billion in revenues, over 45,000 associates and approximately 585,000 clients, ADP is one of the world's largest providers of business outsourcing solutions. Leveraging more than 55 years of experience, ADP offers the widest range of HR, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to organizations of all types and sizes.
As a leadership coach and business leader, Julie uses her passion for caring and personal experiences to deliver uplifting messages inspiring her audiences to reach for their dreams and achieve beyond what they thought possible. Within ADP, she employs unconventional methods to transcend dysfunctional teams into powerfully productive and remarkably efficient masters in their field. Her highly innovative methods have created high performance teams in all facets of business.
Julie also has a strategic partnership with Mark Sanborn, author of “The Fred Factor,” who has featured some of her leadership insights in his work, most recently, “You Don’t Need a Title to Be a Leader.”
Ravish Swarup
Senior Vice President, Oberoi Contact Centre, The Oberoi Group
Oberoi Hotels & Resorts India
As the Founder and Head of the Oberoi Contact Centre, Ravish Swarup has over seen the dramatic transformation of The Oberoi Group’s customer relationship management at its first point of contact level. He is credited for creating a business model that creates a prefect balance between superior customer relation skills and revenue optimization opportunities that result in greater yield for his organisation.
Ravish has over 18 years of work experience with The Oberoi Group having worked in hotel operations and corporate Sales & Marketing. While providing strategic direction and operational focus, he is responsible for growing the Rev par (an industry jargon that represents Revenue per Available Room) for its award winning leisure hotels.
Ravish has been able to chart an excellent track record of managing businesses, people and customer relationships and has gained a good understanding of the changing needs of the luxury customer.
The Oberoi Group, founded in 1934, owns or manages 33 hotels and luxury cruisers across five countries under the ‘Oberoi Hotels & Resorts’ and ‘Trident’ brands. Oberoi Hotels & Resorts are synonymous with offering the right blend of service, luxury and quiet efficiency. Internationally recognised for excellence and unparalleled levels of service, Oberoi Hotels & Resorts have received innumerable awards and accolades.
The Oberoi leisure hotel in Udaipur was ranked the number one hotel in the world by the readers of Travel + Leisure magazine in the U.S. Two other Oberoi leisure hotels in India were rated among the top 11 in the same readers’ poll.
This presentation will address the company’s never compromising (relentless) quest for excellence and customer loyalty.
Oberoi Contact Centre (OCC)
Location: Maidens Hotel, Delhi
A one stop centralized operation equipped with state of the art technology offers guest and bookers easy access to Oberoi Hotels, the sales driven interaction works with the objective of providing enriching interactive experience. The information provided is rich in content for not only hotels but also destination, this has led to a consistent track record of high conversion of enquiry to room purchase.
- A call centre and revenue optimization driven operation set up with the objective of integrating reservation & information services and revenue management functions.
- A 24 x 7 operation, which deploys state of the art technology (Siemens Hi Path Pro Centre Suite)
- 100% call recording capability to continuously audit service standards
- Toll Free call answering services from 29 countries
- Good capacity facility with excellent conversion rates o India Toll free 1:3 (Every third calls converts to business) o International Toll free 1:6 (Every fourth calls converts to business)
- Reservation Assistants trained to become destination experts, hotel and destination familiarisation key in this process of learning.
- Indigenously developed business models optimise revenue and occupancy of itinerary travel between Oberoi leisure hotels.
- Revenue Management responsibility for budget realization and occupancy optimization of its 11 hotels and resorts, amongst others this portfolio of hotels include the luxurious and award winning quartet of The Oberoi Rajvilas in Jaipur, The Oberoi Amarvilas, in Agra, The Oberoi Udaivilas, in Udaipur and The Oberoi Vanyavilas in Ranthambore.
- Service all Marketing initiated special offers which require coordination with either hotels or other group companies I.e. Avis Car Rental, Mercury Travels, Oberoi Aviation etc.
- Operational base for ‘Connections’, a bookers loyalty program (India centric operation)
- One point of contact for Conference Management, Delegations and Group Reservations.
- Principal database centre for guest and corporate profile management. A dedicated team maintains discipline in the correction and data upkeep of all individual and guest profiles company wide.
- Process fulfillment centre - handles brochure requests, e-mails etc
- Oberoi Contact Center is an active member of NASSCOM, India’s apex body for software and IT enabled services.
Robert Camacho
Director, Operations and Planning
CROSS COUNTRY AUTOMOTIVE
- WINNER – Best Use of Voice of the Customer (2007), Best Use of Technology (2006 and 2007) IQPC Call Center Excellence Awards 2007
- MVP Quality Award by Customer Interactions Solutions -2006 & 2007 Gold Award winner
Our distinguished speaker is responsible for running the 13th largest U.S. inbound Call Center operation – from workforce management to performance delivery. In an enlightening keynote, Mr. Camacho will share best practices for maximizing performance of your workforce team by incorporating and driving performance measurements throughout your contact center.
Rosemarie Donzanti
Vice President of Customer Care Services
CVS/Caremark
- Fortune 20, 2007 J.D. Powers and Associates – highest in mail order customer satisfaction
- 2007 Fortune Blue Ribbon Company
Rosemarie Donzanti is the Vice President of Customer Care Services for CVS/Caremark. CVS/Caremark is a fortune 20 company and is the nation's premier integrated pharmacy services provider, combining one of the nation's leading pharmaceutical services companies with the country’s largest pharmacy chain. The company fills or manages more than one billion prescriptions per year, more than any other pharmacy services provider. Her Seven call centers handle 50 million calls per year and have the highest top box satisfaction scores in the history of the company.
Rosemarie has her MBA from Northwestern University and her undergraduate degree from Loyola University. She has been in service positions for 20 years, 10 have been in call center environments. She started her career in Telecommunications, spent a few years in Information Technology, was on a Relationship Management strategy leadership team, and eventually found her way to call center leadership. She has been married for 22 years to her husband Jim and has two sons, Zachary and Nicholas, who will soon be off to college.
Roy A. Barnes
Senior Vice-President –Customer Experience and Development
Marriott Vacation Club International
- 2007 STEVIE AWARD WINNER
- 2008 Business Week Customer Service Champ
- Selling Power’s “Best Service Company”
Roy A. Barnes is Senior Vice-President for Customer Experience and Development with Marriott Vacation Club, Roy is responsible for both global strategic management and customer vacation experience strategy for Marriott Vacation Club International (MVCI), the leisure/vacation ownership division of Marriott International.
A twenty year veteran of the hospitality business, he has successfully led efforts both within Marriott International and MVCI to improve operations, process management and performance accountability at all organizational levels levels. Co-leading efforts at Marriott International on Sales 2000, a top to bottom restructuring of the Sales and Marketing effort as well as leading the process re-engineering work with MVCI’s Customer Relationship Management effort, Mr. Barnes is well acquainted with all aspects of the organizational challenges of customer focused business transformation.
Mr. Barnes graduated from Grinnell College and is a frequent guest lecturer (Cornell University, University of Maryland, Fordham, University of Central Florida). Mr. Barnes is currently a member of the editorial board of 1to1 Magazine.
Marriott brands – is the recognized world leader in Vacation ownership (timeshare, fractional and private residences). The company provides excellent customer service to over 340,000 families throughout a lifetime of customer interactions. Employing more than 10,000 Associates, they are the recognized global leader in Vacation Ownership resorts. In 2007, they won a coveted Stevie Award, which is deemed the business equivalent of the Oscars.
Pati Crowley
Director of Customer Experience
Bath & Body Works
- Winner - IQPC’s 2007 Excellence Award for Call Center Leader of the Year
Bath & Body Works returns for an encore appearance as IQPC’s 2007 Call Center Leader of the Year. Pati has received international recognition for innovative customer experience management strategies which impact organizational change through-out Bath & Body Works’ 1700 stores, 40,000 Associates, 35 Million Customers driving revenue for a 2.5 billion dollar business.
Her favorite presentation feedback has been a comparison to the Oprah show – her passion will inspire, she will take us on an emotional journey and there are always unexpected surprises.
Joe Arsenault
Business Analyst
Time Warner Cable - Corporate Customer Care
Joe Arsenault has wide-ranging experience in managing project and systems analysis/development involving domestic and international commercial, defense and governmental information systems. With Time Warner for over ten years he is currently leading analysis and reporting for the deployment of the Advanced Agent Desktop (AAD) tool across Time Warner Cable's multiple divisions. While at AOL he managed performance metric reviews, analysis projects and target setting processes with national and global business planning teams and queue business managers. He was also responsible for AOL's Member Services (MS) technical call volume metrics as the subject matter expert producing significant qualitative and quantitative analysis projects concerning the AOL flagship brand. Prior to this he spent over ten years in Belgium/Luxembourg working for NATO/SHAPE as the project manager for procurement, testing and operational deployment of the $115 million NATO Deployable Command and Control (C2) IS.
Published author, 34 papers, and presenter, 28 conferences in five countries, on:
- offshore/outsourcing efficiency and effectiveness
- call/contact center performance and metrics
- Oracle and database development and applications technologies
- support performance and requirement specifications
- international contracting and project management
Joe Arsenault is a certified open water diver, Mensa member and supports the Maryland Terrapins.
Diana Kyser
Vice President of Customer
TheLadders.com
Diana has over 20 years of experience in leading and growing businesses. She is a co-founder of C3i Inc, a world-class service provider for Customer Management integration and on-going support solutions for many of the world’s leading organizations. Diana has also held senior leadership positions in Marketing and Customer Care at American Express, Hotjobs.com, JPMorgan Chase and Premiere Global Services. Diana holds a BA from Birmingham-Southern College, an MBA from New York University and she is an adjunct faculty member at Fairleigh-Dickinson University in Madison, NJ.
Theresa Hull-Clarke
Associate Director
Bell Canada
- Inbound and outbound customer service and sales centers, employ 5000+ agents and 4 lines of business in 25 locations
Call Centre Technology - Performance Management - Customer Experience.
I have 21 years at Bell Canada with 16 of those within the front line and operational call centres. Completed and certification in Graphic Arts at UOIT in Ontario and I am currently going through to become a certified coach. I am a key leader and supporter of the Children’s Wish Foundation, Sick Kids Charity and the Heart and Stroke Foundation.
David Travers
Senior Vice President Service Operations
Farmers Services LLC
Business career:
Mr. Travers joined Farmers in April 2006 as Senior Vice President Service Operations. His responsibilities include overseeing the transformation of Farmers’ existing Personal Lines service centers into the ServicePoint operations model, to include setting the benchmark within Farmers for superior customer experience. In March 2007 he assumed responsibility for the Farmers E-Business team, which includes strategy and operations of Farmers.com, the employee dashboard portal, and the agency dashboard portal.
Prior to joining Farmers, he has 26 years of progressive leadership experience with United Services Automobile Association (USAA). USAA is widely recognized as the premier customer service provider in the insurance industry, providing insurance and financial services to active duty military and their former dependants. Travers’ career with USAA includes hands-on experience ranging from front-line customer service to leading complex multi-site operations with over 5K employees. His successful track record includes assignments in Policy Service, Claims, and Underwriting operations, as well as extensive staff experience in training, project management, and process engineering.
Education:
Mr. Travers holds a BS, Business Administration, Regis University, Denver, Colo.
Wharton Advanced Executive Education Program, University of Pennsylvania.
Richard Vars
E-Learning Manager
Coca-Cola Enterprises Inc
- Operating for 5 years; 3 locations; 850 employees; inbound, outbound, sales and service
Mr. Vars is responsible for the e-learning program from content collection and approval to development and deployment across Coca-Cola Enterprises' three domestic call center locations. He has over 14 years of call center experience in the retail, finance, and beverage industries. Mr. Vars serves on the board of directors with NASAGA (North American Simulation and Gaming Association), a growing network of professionals working on the design, implementation, and evaluation of games and simulations to improve learning results in all types of organizations
Beth Campbell
Business Services Operations Manager
Martin Group
Beth Campbell joined Martin Group in May of 1999. Ms. Campbell oversees the Carrier Access Billing Services and Bill Printing departments. During her tenure at Martin Group, Ms. Campbell has worked in development, project management, quality assurance, and software support. Ms. Campbell graduated with honors earning a Bachelor of Arts Degree in Accounting from Dakota Wesleyan University in South Dakota.
Ed MiceliAVP Customer Engagement
Church Pension Group
- Business to Business Support Calls 30+ years in operation, customer service and sales, inbound and outbound, b to b
Ed Miceli joined the Church Pension Group in October 2006 as Project Manager for the Pension Services and Church Life Insurance Corporation. Ed is currently the Assistant Vice President of Customer Engagement. Prior to joining the Church Pension Group, Ed was a consultant working with CPG with the implementation, and training, of a CRM application. Ed spent 8 years with Fidelity Investments in a variety of management positions and prior to Fidelity he spent 20 years in the banking industry. Ed also has 20 years of customer service and operations experience.
Ed studied bank operations at the American Banking Institute located in Boston and obtained his NASD series 6, 26 and 63 licenses while with Fidelity Investments.
M. Ponder Harrison
Managing Director-Marketing & Sales
Allegiant Air
M. Ponder Harrison has served as an officer of Allegiant since October 2002 and is responsible for marketing and sales, pricing and revenue management, in-flight service, internet and intranet technologies. From June 2001 through August 2002, Mr. Harrison was president of Corporate Aircraft Partners, which was a fractional aircraft leasing and charter airline. Prior to his involvement with Corporate Aircraft Partners, Mr. Harrison devoted his time to investment activities. One of his investments is Virtual Premise, Inc., an enterprise software company, for which he has served as and remains chairman of the board. Mr. Harrison was vice president of sales and marketing for ValuJet Airlines from its commencement of business in 1993 until 1998 after its merger with AirTran. Prior to leaving AirTran in 1998, Mr. Harrison was also directly responsible for all internet-related activities. Before joining ValuJet, Mr. Harrison worked in various marketing roles at Delta Air Lines from 1983 through 1992.
Fran Horner
Senior Director
Evanston Northwestern Healthcare
Fran Horner is Sr. Director of Patient Access at Evanston Northwestern Healthcare. Evanston Northwestern Healthcare (ENH) is an integrated healthcare system that has been named for an unprecedented eleventh time as one of the nation's 100 Top Hospitals and 15 Top Major Teaching Hospitals. Responsible for contact center operations at ENH, Horner is responsible for strategic planning, management and overseeing the day-to-day operations of the hospital scheduling and registration, insurance verification and physician referral teams.
Horner's career includes a wealth of experience in management for various industrial, trade and technology companies. Previous to working for ENH, Horner was the Director, Service and Sales for NEC Solutions America supporting display products in North America and Latin America. She set the vision and strategy for customer service, technical support and the inside channel sales teams, in addition to managing the education and government sales and contract programs.
Since assuming her current role, Horner has designed a high-value call center operation that is focused on quality, customer satisfaction, optimized operational efficiency and revenue opportunities. She has transformed the traditional call center into a multi-channel contact center, which allowed centralization of scheduling and registration for hospital departments, as well as ENH physician practices, into the contact center.
Horner holds a B.S. in Business Administration from Elmhurst College.
Jeffrey Gallino
Chief Technology Officer, Chairman and Co-Founder
CallMiner Inc.
As Chief Technical Officer, Jeff Gallino oversees current product development and future product direction. Gallino served as President and CEO during CallMiner's first five years. During that time, he led the company to become an internationally recognized and award winning enterprise software company. Gallino has over 17 years of experience delivering complex software and hardware solutions to enterprise and government customers. Before CallMiner, Gallino was Director of Business Alliances and Integration at ThinkEngine Networks, Inc., a speech recognition hardware manufacturer. Prior to ThinkEngine, he directed a national consulting practice for Hitachi and at Grant Thornton LLP. Gallino served his country as a Captain in the United States Air Force, where he served in various capacities, including distinguished service at the Pentagon, and as a squadron communications officer. He holds a BS degree in computer science from the United States Air Force Academy.
John Goodman
Vice Chairman
TARP WORLDWIDE
Mr. Goodman graduated from Carnegie Mellon University with a B.S. in chemical engineering. He received an M.B.A. from Harvard Graduate School of Business Administration in 1971.
Mr. Goodman was a cofounder of TARP in 1971. He has managed more than 600 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; and a dozen reviews of the use of toll free telephone and web self service systems by hundreds of major corporations. In addition, he has developed frameworks for building and assessing Voice of the Customer processes in B2B and B2C environments.
He has taught service quality and service reengineering courses at Wharton Business School's executive education program. He has appeared on “Good Morning America”, the ABC Evening News, and as a panelist on PBS.
Susan M. Minaya, M.Ed.
Dean of the Contact Center College
AAA of Northern California
Susan Minaya is the Dean of the Contact Center College for AAA of Northern California, Nevada and Utah, overseeing the learning and development for 1,500 contact center employees in four California and Arizona locations. In her two years in this role, she has implemented a major learning organization transformation that:
- included the redesign of nine core skill curricula from instructor led training to a performance-based blended learning skill training model
- reduced overall training time by 46%
- reduce agent time to proficiency from nine to five months
- yielded a projected $2.4 million dollar annual labor cost savings to the business
- implemented quarterly training results reports to the business that evaluates learning results at all four levels of evaluation as well as return on investment.
In addition to the reskilling of the instructional staff to be effective in blended learning facilitation and performance management, she established an instructional design staff that could combine their advanced technical design skills with the critical front-end analysis methodology used to build this results-driven performance-based blended learning training model. Of paramount importance to her organization’s success was the business partnership and support of Contact Center Organizational leadership and employees to creating relevant training that mirrored the business environment. Today, her organization enjoys the respect and privilege of being strategic partners with the contact center leadership team.
Susan obtained her BA in English at Colorado State University and her Masters in Instructional Design and Technology from Jones International University.
Alberto Osterling
Business Systems Project Manager
Pepco Holdings Inc.
Al Osterling brings more than 30 years of direct customer service experience specific to the electric utility vertical. Al joined Pepco’s call center operations in 1974. In 2001 he led the call center team in the development of functional and technical requirements to migrate self-service from Touch-Tone IVR (DTMF) to Advance Speech. Al has now joined the PHI IT team and has been responsible for the successful deployments of Pepco’s ASR systems. Al has also worked closely with the Atlantic City/Delmarva Power ASR deployment team in their recent implementation
Robert M. Reilley
Senior Vice President, Chief Marketing Officer
Aon Integramark
Mr. Reilley brings 26 years of marketing and operations experience to his work at Aon Integramark and its large scale bank and credit card clients. Prior to Aon, Bob served has President of Harley-Davidson Insurance where he led a team devoted to protecting the riding experience of Harley owners and the dealers who make it happen. His early career involved selling computer services that control building systems, working in the advertising industry and starting his own catalog business.
Since 2000, he has served Aon Integramark in a leadership capacity over its marketing, product delivery, customer service and reporting/analytics teams. Specific to call center operations, Bob has worked with outbound and inbound centers for 13 years, including building an in-house center while at Harley-Davidson Insurance and more recently, at Aon, deployed an integrated call center platform that drives customer care activity dynamically among external call center vendors, sites, and team members.
Bob leads an annual customer value research study for his industry, has authored several white papers on marketing, operations and issues at hand in his present day industry. He serves as a board member of the Atlanta chapter of Sales and Marketing Executive International (SMEI) and is a volunteer helping to bring the cancer support organization, Gilda's Club, to the Atlanta community.
Chrystal LeWark
Vice President of Sales
HyperQuality
Chrystal LeWark has more than 16 years experience in enterprise sales and general management. She is currently Vice President of Sales with HyperQuality, Inc the leading BPO of Quality Assurance services based in Seattle, WA since April 2003. Previous to HyperQuality, Ms. LeWark was the National Sales Manager at Annasoft Systems Microsoft’s largest distributor of embedded systems software. Ms. LeWark is a graduate of the University of Phoenix.
Steve Sullivan
Vice President, Call Center Technologies
CIT Group Inc
Steve Sullivan is vice president, call center technologies for CIT Group, Inc., a leading commercial and consumer finance company that provides clients with financing and leasing products and advisory services. Founded in 1908, CIT, a Fortune 500 company and a member of the S&P 500 Index, has approximately $81 billion in managed assets and possesses the financial resources, industry expertise and product knowledge to serve the needs of clients across approximately 30 industries worldwide.
Barry Maners
Managing Director
Fraser Group
Barry Maners is the Managing Director of the Fraser Group. In the last 20 years, Mr. Maners has helped his clients develop and deploy traditional market research and customer satisfaction measurement and management systems to more effectively focus internal resources on customer requirements. Whether his work with his clients has focused on the traditional customer or the employee as a customer of the organization, the actionable outcomes of his assignments has helped his clients improve productivity, competitiveness and profitability.
Mr. Maners has served a wide variety of industries and a broad range of customer types in the US and around the world.
Mr. Maners has developed and implemented programs serving internal and external clients in the telecommunications, industrial, healthcare, financial, manufacturing, customer service and packaged goods industries. He has personally executed qualitative and quantitative market research programs domestically and internationally. Specific program types developed and implemented by Mr. Maners include:
- Traditional ad hoc market research and customer satisfaction
- CRM measurement and management
- Call Center audit and measurement/management
- New product development
- Packaged goods evaluation and concept testing
- Benchmarking performance measurement,
- Customer value management
- Telemarketing center quality
- Patient satisfaction
- Customer service call center quality monitoring,
- Customer service call center customer satisfaction
- Employee satisfaction
- Business improvement implementation and deployment
Mr. Maners’ personal clients include a winner and two site visit recipients of the Malcolm Baldrige National Quality Award.
In addition to the market research work Mr. Maners completes, he is also an independent contractor to the faculty of many organizations. Mr. Maners teaches/facilitates seminars in Personnel Law, Dealing with Unacceptable Employee Behavior, Excellence in Customer Service and many other topics.
Mr. Maners is degreed in Industrial Management from Purdue University and Economics from the Krannert School of Management.
The Fraser Group is in the business of market research, customer measurement, competitive strategy, and organizational communication and information systems.
Jeff Doran
President and Founder
CCEOC Inc
Jeff Doran is President and Founder of CCEOC Inc. Jeff has more than 20 years experience in the contact center industry. Since 2003, his organization has been researching, developing and delivering the Contact Center Employer of Choice® development and certification program. World class organizations including: FedEx, Roche Diagnostics, Scotiabank, NuComm International, CIBA Vision, Rogers Communications, CI Investments and The City of Hamilton have become certified through this program. His organization is a leader in developing employer of choice contact center cultures.
Before forming CCEOC, he owned and operated an award winning business-to-business contact center service bureau. He has worked as a call center consultant with industry leading telecommunications, CRM and human capital solutions companies. His experience covers a multitude of contact center disciplines including: performance metrics, retention and motivation, CRM technology, campaign management, recruiting and selection, new venture start-ups, outsourcing, team building, research, analysis and reporting.
He is a sought after speaker having presented at many leading industry events. His dynamic approach and engaging style are always well received by audiences
Tim Montgomery
Principal
The Service Level Group LLC
As a seasoned industry executive, popular speaker and highly regarded consultant, Tim Montgomery has guided thousands of contact center agents and leaders to improve individual and team performance, and exceed operational objectives. Tim is a professional member of the National Speakers Association (NSA).
During his career, he held a variety of leadership positions – everything from Call Center Manager to Vice President of Sales and Operations. Tim’s contact center leadership experience was fine-tuned by leading contact center and customer service operations for three of the most celebrated companies in the world – USAA, The Coca-Cola Company and The SCOOTER Store. His consulting clients have included some of the most recognized organizations in America – DELL, AIG, Lifetouch, ADP, Mitsubishi, Farmers Insurance, Allstate, Kodak, Liberty Mutual, Cinergy, Gartner Group, Amerigroup, Prime Therapeutics, Sykes and many more.
Tim has written articles and whitepapers on a variety of management, customer service, and contact center topics. His work has been translated into several languages and featured in many global publications, industry journals and position papers. Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio and a Lean Six Sigma Certificate from Villanova University.
Eric Camulli
Director of Technology
Virtual Hold Technology
As Director of Technology for Virtual Hold Technology, Eric Camulli is responsible for leading the direction and architecture of solution development to ensure that VHT’s queue management solutions meet the needs of a diverse client base. With more than a decade of experience in the telecom and contact center industries, Eric combines technical know-how with an understanding of the challenges facing today’s contact centers. Formerly of Voice-Tel (now Voicecom Telecommunications), Eric joined VHT in 1998 and managed the implementation of major projects as a senior business applications engineer prior to his promotion in 2002. He holds a bachelor’s degree in business administration from the University of Cincinnati.