Month: May 2014

Jim Lovvorn brings more than 25 years of contact center operations management experience to the organization. He has proven accomplishments in the area of customer services, sales/marketing, training/personnel, communications and financial results. He has a successful track record in the development and implementation of start-up operations, new initiative launches and pilot programs. Jim has managed large scale work forces in multiple locations including responsibilities for outsource vendor performance.

Jim’s key competencies include the management of all aspects within a contact center for inbound, outbound, eChat and back office processes.

Key Competencies

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• Contact Center Operations Management
• Contact Center Organizational Design
• Contact Center Staffing and Workforce Planning
• Contact Center Outsource Management
• Performance Management
• Strategic Planning
• Change Management
• Analytics and Reporting
• Disaster Recovery Planning (DRP)
• Quality/Sales Performance Initiatives
• Consolidation and Reorganization Implementation
• Call Center Design
• Team Development
• Employee Communication

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Some noteworthy positions Jim has held include Director of Call Center Planning and Development, Director of Customer Services, Director of Business Data Support, and Director of Business End User Care for ATT Mobility. For Sheraton Hotels, Jim was the Director of Human Resources Training Development and Director of Reservations. For Eastern Airlines, Jim was a General Manager in Austin, Texas as well as a Regional Training Manager.

Mr. Lovvorn is a graduate of Texas Christian University where he obtained his bachelor degree in Fine Arts and received his MIM degree from the Thunderbird School of Global Management. He and his contact center was the recipient of the JD Powers Award for Customer Service. Jim is Six Sigma certified with White, Yellow and Orange Belts.

With a career that spans more than 40 years, Kevin O’Neill is an adeptly skilled call center operations executive with broad industry experience that spans the airline, hotel, car rental, financial services, outsourcing, cable/telecom and health insurance industries. His operational roles have included both customer-facing functions of sales, service, billing and retention, as well as back-office support functions of volume forecasting, workforce planning, and agent scheduling and budgeting.

While his functional area of expertise is in the efficient and effective delivery of operational excellence, his passion lies in the development of management teams and the creation of environments in which the talent already in place can flourish.

Key Competencies

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• Contact Center Operations Management
• Contact Center Staffing and Workforce Planning
• Inbound and Outbound Sales Oversight
• Customer Service Back Office Functions
• Customer Interaction Management
• Performance Management
• Blended Contact Center Operations
• Post-merger Contact Center Consolidation

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Some noteworthy positions Kevin has held include Manager of Reservations Operations for American Airlines, Director of Worldwide Reservations for Avis Rent A Car, Vice President of Customer Service for American Express Travelers Cheques, Vice President & General Manager for the Database Research Group, Director of North American Reservations for Best Western Hotels, and most recently, Director of Call Center Operations, Planning and Development for Comcast Cable.

During a period as an independent consultant in call center management, Kevin oversaw the merger of Doubletree Hotels and Guest Quarters Hotels, consulted on the merger of Bell Atlantic and GTE (which formed Verizon), instituted a sales incentive program at Budget Rent A Car – U.S. and Canada, and developed a sales training program at InterContinental Hotels. As a consultant for Universal Teleservices Corporation, he was sent to India, where he designed, staffed, and opened one of the country’s first client-based inbound/outbound call centers.

Ann Rybowiak has over 20 years of instructional design experience. Her experience covers corporate training, military and government contracts, and educational institutions. She has worked in a variety of industries such as healthcare, military management, electronics, hardware, software, internet, security, education, auto, and entertainment. She has experience designing for instructor-led courses, Webinars, web-based training, computer-based training, web-based educational games, and offline workbooks.

He also has experience in Human Resources, specifically in the areas of compensation analysis, training, and HRIS.

Ann’s key competencies are creating effective instructional materials and training plans to help clients achieve desired strategic goals.

Key Competencies

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• Instructional needs assessment
• Analysis of instructional objectives and needed competencies
• Subject matter expert relationship management
• Design and development of instructional materials and courses
• Editing
• Website planning and maintenance
• Project management
• Training delivery
• Assessment design

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Ann has a Master’s of Science degree in Industrial/Organizational Psychology from San Diego State University. Her many contacts in the instructional design field help her stay in touch with developments in the industry. She enjoys spending time at the tennis court and baseball field with her son and husband, in addition to attending at her son’s rock band concerts. She is board member of the Solana Beach Foundation for Learning. Volunteer service is important to her family, and they participate in KidsKorps service activities whenever possible.