Selected Consultants – Biographies
Over the last 25 years John has been a leader in many disciplines and industries including the call/contact center industry. He has built businesses and teams from the ground up and has worked with start-ups and large established organizations. He has helped scores of clients to engage and retain their customers by consulting on how to create powerful and productive engagements and relationships at all points of interaction, through Omni channels of communications to drive measurable business outcomes. Over John’s career he has built an unequaled network of relationships he is very proud of.
Most recently, John has served as SVP of Sales & Marketing and General Manager of the Customer Engagement Group at Startek, Inc. Previously, John was Chief Growth Officer of ACCENT Marketing Services (MDC – Partners owned Accent and retained John), where he played a leading role in its sale to Startek; and in developing the full customer engagement outsourced provider model that is focused on end-customers and how to create lasting and profitable relationships at all ‘touch’ points and through all channels.
John was also EVP of Sales & Marketing at Evolv, Inc.; and President of Global Solutions and the Chief Marketing Officer at TeleTech, where he helped architect innovative solutions for clients such as Bank of America and Chase. John was Group President of Marketing & Technology Solutions, North America at Mosaic Group, Inc. where he implemented cross-channel integration strategies to improve customer loyalty. John led the Toronto office for Mosaic Group. John also worked with Trivergance and William Morris Endeavor Management (WME) on a new agency business model.
John served as a Partner at Digitas, a full service digital advertising and consulting agency, where he oversaw its Customer Management Group and worked with clients such as American Express and AT&T. He led a group of professionals who designed, created and implemented CRM and overall contact center and live channel solutions for Fortune 500 clients in North America and Europe.
John also held positions with: Sprint, AJ Wood Marketing and MATRIXX (Convergys) in the early stage of his career.
John has also supported the following start-ups: Home&Abroad Trip Planner, SmartPack Online Packing Solutions, Unreal Candy (www.getunreal.com), 104 West Partners and International Co Generation.
Areas of impact: strategy, marketing, PR (CDO), new business, team building, relationship expansion & networking, revenue generation, fund raising, client first orientation, data & analytics and c-suite coaching. Central to his approach is to assist teams to clearly align on what they must do to move their business forward and drive sustained outcomes.
Jack has over 20 years of contact center experience, which includes senior operations leadership, start-ups, organizational design, process improvement, B2B, B2C applications, sales, customer care, retention, collections, performance improvement, adult education, curriculum design, compensation plan development, project management, and organizational behavior.
At outsource providers Service Zone, ClientLogic and Sitel, Jack lead sales performance efforts that resulted in improvements in the OEM, Travel & Leisure, Banking/Financial, Telecommunications, ISP, OSP and Satellite/Cable Television verticals. While at Sitel, Jack worked with human resources, recruitment, operations, training, quality, compensation and executive leadership on quantifying industry best practices that helped the organization improve its hiring profiles, employee retention, incentive & recognition programs, culture and operational performance.
Jack co-founded RainMaker360 in 2008, a contact center consultancy, which collaborated with Fortune 500 companies and leaders in the BPO vertical to drive performance in sales, retention and customer care. During this time Jack developed a unique methodology to increase sales performance while reducing average handle times. He has contributed to white papers in Call Center Magazine, Transaction Trends, and the Harvard Business Review.
Jack has an M.B.A. in Business Management, and a B.A. in Communications from Almeda University.
Jim has over 25 years’ experience in the call center industry in senior leadership roles in customer service, sales, client services and marketing. Jim has extensive leadership experience onshore and offshore in India, the Philippines and Costa Rica.
Jim was VP of Operations at both APAC and Sitel. There he led vendor management for Earthlink and most recently was Director of Account Management for a large cable provider client at Startek. He has been able to drive operational performance improvement through focus on hiring, training, performance development and effective performance management. The consistency and performance imporvements resulted in client program growth and retention.
Jim has an MBA from California State University, and a BA from the University of California. He has participated in executive leadership programs at Columbia University, MIT and the Juran Institute.
Bob has been a trainer, training manager, and training director for the contact center industry for over 30 years. Training and coaching is his passion, and his experience is vast. He began his contact center career at MCI Telecommunications, and then moved on to work for such successful companies as Citicorp, Humana, GEICO Direct, and Camping World. At each of these companies, Bob was involved in establishing the training capability, developing the curriculum, delivering the instruction, and coaching for results.
He has also designed contact centers for maximum production. Along with training and coaching for clients all over the US, Bob has trained internationally for company partners in the Philippines, Mexico, and the Dominican Republic.
Bob has also been a guest speaker and trainer for contact center sales, marketing, and motivational campaigns for organizations such as Junior Achievement, United Way, the Institute for International Research, Federal Express, the University of Louisville, and the Kentucky Derby Museum. He also is a former officer in the United States Air Force.
Bob has a B.A. in English from King’s College in Wilkes-Barre, Pennsylvania.
Bob has more than 25 years of experience in the telecommunications and contact center industries, focused upon technology strategy development, evaluation and remediation of IT infrastructure projects, and expert witness services. Client verticals have included state and federal public sectors, oil & gas, technology and healthcare.
Trained at AT&T and Bell Labs, Bob has applied this expertise at numerous technology clients including Intel, HP, Agilent and Vonage. He has conducted assessments of contact center technology for ARCO, BP, Vonage and other private sector companies. He has developed call center strategic plans and managed projects for California State agencies such as the DMV (largest in the world), EDD (employment) and DMHC (healthcare); and for the federal government, creating the 5-year contact center strategy for FEMA, and later, the rest of the FEMA 5-year telecommunications plan.
Bob has also provided expert witness services related to telecommunications, contact center infrastructure and technology management. He successfully represented the plaintiff in the largest-ever telecom intellectual property case in US history (Katz). More recently he represented a defendant in a billing software case as a technology project execution expert. His success rate is 100% to date in three cases.
Bob has a Master’s Degree in Computer Science from Stevens Institute of Technology; and a B.A. in English from Yale University.