Sitel (formerly ClientLogic)
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Sitel (formerly ClientLogic) Employees
CVS Health October 2009 - Present
CVS/Caremark November 2005 - September 2009
Progressive Insurance September 1999 - November 2005
Sitel (formerly ClientLogic) January 1999 - September 1999
Gateway May 1995 - January 1999
Hyatt Hotels Corporation June 1991 - June 1995
Skills
Organizational..., Employee Relations, Diversity, Recruiting, College Recruiting, Training, Training Delivery, Project Management, Project Delivery, Community Engagement, Community Outreach, Communication, Social Media, Succession Planning, Start-ups, Culture Change, Program Management, Human Resources, Talent Acquisition, Coaching, Leadership Development, Management, Conflict Resolution, Leadership, Workforce Planning, Deferred Compensation
Education
Baker University 1994 — 1996
Masters, Management
Syracuse University 1987 — 1991
BS, Speech Communication
Sitel May 2012 - Present
StarTek March 2011 - May 2012
Sykes February 2010 - April 2011
SiTEL (formerly ClientLogic) August 2009 - February 2010
SiTEL (formerly ClientLogic) July 2006 - February 2010
Sitel (formerly ClientLogic) November 2005 - July 2006
Sitel, formerly ClientLogic December 2001 - November 2005
Sitel, formerly ClientLogic May 2000 - December 2001
Data Solutions International October 1999 - April 2000
Skills
Call Center, Customer Service, Technical Support, Management, Sales, Strategy, Finance, Isp, Workforce Management, BPO, Outsourcing, Customer Satisfaction, Business Process..., Avaya, Operations Management, Change Management, Telecommunications, Cross-functional Team..., CRM, Strategic Partnerships, Customer Experience, Call Centers, Performance Management, Six Sigma, Process Improvement, Vendor Management, Service Delivery, Sales Operations, Offshoring, Contact Centers
Education
Marshall University 1994 — 1998
Huntington Junior College of Business
ASSOCIATE DEGREE, BUSINESS MANAGEMENT; BUSINESS MANAGEMENT/ MIS
SiTEL (formerly CLiENTLOGIC) 2000 - Present
Sitel 2000 - 2010
Sitel 2000 - 2010
Skills
BPO, Contact Centers, Performance Metrics, Call Center, Service Delivery, Call Centers, Outsourcing, Contract Negotiation, Team Management, Cross-functional Team..., Avaya, Workforce Management, Customer Satisfaction, Telecommunications, Operations Management, Customer Experience, Customer Retention, Inbound Marketing, Vendor Management
Education
State University of New York College at Buffalo 1994 — 1998
Bachelor's degree, Communication, General
Cresa Global Site Location & Incentive Services April 2015 - Present
Nearshore Executive Alliance June 2012 - Present
Twin Valley Telephone / ISG Technololgy August 2012 - Present
HartsGroup, Inc January 2000 - Present
Hickey & Associates, LLC August 2011 - March 2015
Sitel (formerly ClientLogic) April 2006 - February 2009
Manhattan Area Chamber of Commerce 1996 - 2000
BankWestern 1985 - 1991
Education
Kansas State University
University of Oklahoma
Economic Development Institute
Contact Center Industry 2006 - Present
Sequent 2007 - 2011
PCM (formerly SARCOM Inc.) 2002 - 2006
Adita Birla Minacs (formerly Transworks) 2001 - 2002
InTelegy 1999 - 2001
SITEL (formerly ClientLogic) 1990 - 1999
Skills
Strategy, Call Centers, Customer Service, Process Improvement, Account Management, Management, Leadership Development, Change Management, Cross-functional Team..., Outsourcing, CRM, Business Development, Leadership, Training, Team Building, Human Resources, Coaching, Project Management, Customer Satisfaction, Strategic Planning, Vendor Management, Performance Management, BPO, Team Leadership
Education
Canisius College 1990 — 1992
MBA Courses, Management
State University of New York College at Fredonia 1985 — 1989
BS Business Administration, Marketing
Independent October 2013 - Present
MMY Consulting October 2011 - June 2013
Avaya May 2007 - September 2009
Sitel (Formerly Clientlogic) November 2004 - May 2007
Podis and Podis, Attorneys at Law May 2003 - November 2004
Lucent Technologies, Inc. 1998 - 2002
Cisco Systems, Inc. 1991 - 1998
Skills
Negotiation, Telecommunications, Mediation, Mergers, Call Center, Vendor Management, PMP, Call Centers, IT Service Management, Project Planning, Management, Project Management, Business Development, ITIL, Mergers & Acquisitions, Business Process..., Program Management, Strategic Planning, Business Analysis
Education
PDRS 2003 — 2003
Mediation Triad Certification for Rule 31 Tennessee Supreme Court Listing, Civil, Family and Domestic Violence Mediation
Stevens Institute of Technology 1998 — 1999
Master's Certification, Project Management
City University of New York 1979 — 1983
BS, Business Law
StarTek August 2013 - Present
StarTek December 2011 - Present
TELUS International February 2010 - November 2011
Stream Global Services April 2008 - March 2009
Sitel (formerly ClientLogic) January 2002 - January 2008
Adobe Systems September 1999 - April 2001
Adobe Systems 1998 - 1999
Claris Corporation (Apple Computer Subsidiary) 1992 - 1998
Apple Computer 1990 - 1992
Skills
Leadership, Vendor Management, Contact Centers, CRM, Outsourcing, Business Development, BPO, Program Management, Call Centers, SaaS, Enterprise Software, Management, Customer Experience, Team Management, Operations Management, Telecommunications, Account Management, Lead Generation, Strategic Planning, Strategy, Customer Satisfaction, Start-ups, Strategic Partnerships, Training, Solution Selling, Customer Retention, Professional Services, Business Intelligence, Sales Management, Service Delivery, Sales Process
Education
University of Northern Iowa
Bachelor of Arts, Business
Triadic Group LLC 2011 - Present
1Brick LLC 2011 - 2014
Telwares March 2007 - December 2011
Sitel (formerly ClientLogic) March 2003 - February 2007
Sitel (formerly ClientLogic) January 2004 - December 2004
Sitel (formerly ClientLogic) March 2003 - December 2003
Protocol Marketing 2002 - 2003
Digitas June 1992 - February 2002
Age Wave 1997 - 2000
Education
Harvard University
AB with Honors
D'Amore-McKim School of Business at Northeastern University
MBA
The Highland Group December 2012 - Present
The Highland Group August 2011 - December 2012
Florida Power & Light (FPL) October 2008 - August 2011
Alexander Proudfoot (formerly Proudfoot Consulting) February 2008 - October 2008
Alexander Proudfoot (formerly Proudfoot Consulting) January 2008 - October 2008
Alexander Proudfoot (formerly Proudfoot Consulting) April 2006 - January 2008
The Maverick Group June 2004 - December 2005
Sitel (formerly ClientLogic) April 2002 - June 2004
Sitel (formerly ClientLogic) October 2000 - April 2002
Sitel (formerly ClientLogic) March 2000 - October 2000
Skills
Strategic Planning, Market Research, Business Development, Public Relations, Thought Leadership, Market Analysis, Strategy, Marketing Communications, Management Consulting, Direct Marketing, Email Marketing, Program Management, Business Strategy, Mergers & Acquisitions, Media Relations, Marketing, Corporate Communications, Public Speaking, Sales, Marketing Research, Business Intelligence, Cross-functional Team..., Strategic Partnerships, Sales Operations, Consulting, Leadership, Team Building, Start-ups, Business Planning, B2B, CRM, Management, Change Management, Competitive Analysis, Marketing Strategy, New Business Development, Lead Generation, Analytics, Executive Management, Product Marketing, Analysis, Team Leadership, Marketing Management, Business Process..., Business Analysis
Education
Vanderbilt University - Owen Graduate School of Management 2003 — 2003
University of Florida 1996 — 1999
BA
University of Southern California 1995 — 1996
Value Stream Consulting October 2002 - Present
Idealist Consulting September 2006 - Present
EBS – Electronic Business Solutions – Kansas City August 2001 - October 2002
Eureka Consulting Services January 2000 - June 2001
Sitel (formerly ClientLogic) March 1999 - June 2001
Diebold April 1994 - March 1999
Data Center September 1989 - April 1994
Data Center August 1988 - September 1989
Diebold July 1981 - August 1988
United States Air Force April 1978 - May 1981
Skills
Business Analysis, Salesforce.com, Cloud Computing, CRM, Project Management, Program Management, Databases, Strategic Planning, SaaS, Requirements Analysis, Software Project..., Consulting, Enterprise Software, Integration, Business Intelligence, Agile Project Management, Foundations
Education
Wichita State University 1981 — 1985
BBA
State University of New York College at Geneseo 1969 — 1971
CRM vendor training and certifications
Multiple CRM systems including: Frontrange, Microsoft, Sage and Salesforce.com
International Association of Sales Process Consultants (IASPC)
Certified Sales Process Consutant
The Association for Information and Management (AIIM)
Business Process Management Practitioner
Bank of America October 2012 - Present
Sitel September 2009 - October 2012
Sitel January 2008 - August 2009
Sitel July 2002 - January 2008
Sitel (formerly ClientLogic) 2003 - 2005
Sitel (formerly ClientLogic) 2002 - 2004
Sitel August 2000 - June 2002
Skills
Six Sigma, Green Belt, Customer Satisfaction, Continuous Improvement, Workforce Management, BPO, COPC, Call Centers, Operations Management, CRM, Training, Process Improvement, Quality Assurance, Management, Leadership
Education
Rose State College
Business Administration
University of Oklahoma
Sitel March 2014 - Present
Sitel August 2012 - March 2014
Sitel August 2011 - September 2012
Sitel May 2010 - August 2011
Sitel May 2009 - September 2010
Sitel (formerly ClientLogic) October 2004 - May 2009
Gateway Computers November 2002 - October 2004
DIRECTV August 2000 - October 2002
Skills
Customer Experience, Leadership, Workforce Management, BPO, Call Center Development, Call Center, Outsourcing, Contact Centers, Inbound Marketing, Service Delivery, Offshoring, Vendor Management, P&L Responsibility, Outsourcing Management, Operational Excellence, Customer Satisfaction, Contact Center..., Call Centers, Customer Retention, Account Management, Process Improvement, Management, CRM, Telecommunications, Strategy, P&L Management
Education
San Diego State University-California State University 2012 — 2014
Master of Business Administration (M.B.A.), International Business
Oral Roberts University 1990 — 1994
BA, Psychology & Communications
Triadic Group November 2013 - Present
StarTek January 2011 - October 2013
SiTEL (formerly ClientLogic) 2009 - 2010
Earthlink 2006 - 2009
Willow CSN 2004 - 2005
Skills
BPO, Vendor Management, Operations Management, Client Services, Call Center, Performance Management, Process Improvement, Customer Service, People Management, Offshoring, Call Center Development, Management, Financial Services, Call Centers, Team Leadership, Business Process..., Account Management, Employee Relations, CRM, Leadership, Service Delivery, Outsourcing, Team Management, Workforce Management, Contact Centers, Six Sigma, New Business Development, Change Management, Customer Experience, Customer Satisfaction, IEX, Avaya, Contact Center..., Inbound Marketing, Customer Retention, IVR, Transition Management, Telecommunications, Contact Center..., Telemarketing, Sla, COPC, Outsourcing Management, Technical Support, ACD
Education
California State University-Dominguez Hills
MBA
University of California, Santa Barbara
BA, History
Asurion March 2013 - Present
Asurion February 2011 - March 2013
Sitel (Formerly Clientlogic) February 2009 - February 2011
Sitel (Formerly Clientlogic) March 2008 - February 2009
Sitel (Formerly Clientlogic) March 2006 - March 2008
Comcast April 2002 - January 2006
Comcast June 2000 - April 2002
Comcast February 1998 - June 2000
Skills
Microsoft Office, Essbase
Education
Lipscomb University 2001 — 2003
The University of Memphis
M.S. Degree, Consumer Economics
University of Notre Dame
B.A. Degree, French Language and Literature
Cox Communications March 2012 - Present
Cox Communications 2004 - March 2012
Sitel (Formerly ClientLogic) 1998 - 2000
Skills
Telecommunications, Call Center, Vendor Management, VOD, Broadband, Management, Telephony, VoIP, Troubleshooting, Product Management, Wireless, Account Management, Integration, Routers, IP, Customer Satisfaction, Network Administration, Technical Support, IT Management, Call Centers, Networking, Windows Server, Data Center, Customer Experience, Cabling, Customer Retention
Education
University of Nevada-Las Vegas 2004 — 2007
BA, Psychology
VertaSource, LLC - Website Design & Development Company November 2010 - May 2012
Sitel (formerly ClientLogic) 2002 - 2010
ClientLogic 2000 - 2002
ClientLogic/Softbank Services/Upgrade Corp, 1993 - 2000
Skills
Team Building, Financial Analysis, Project Management, Business Process..., SDLC, Management, Leadership, Operations Management, Customer Service, Budgets, Project Planning, Call Center, Human Resources, Call Centers, Change Management, Customer Satisfaction, Outsourcing, Process Improvement, Quality Assurance, Strategy, Vendor Management
Education
Canisius College
MBA, Finance