Brian Golden

Brian Golden brings more than 20 years of leadership experience in contact center operations management, design, organization development and process engineering.  He partners with client companies to create and implement solutions for aligning their service strategy with market and customer demands while achieving cost effectiveness in their operations. His extensive experience working both internally in line management as well as externally as a consultant allows him to quickly ascertain customers’ needs and develop lasting strategies that take companies to new levels.

Brian’s key competencies in customer interaction management, organization development, sales support and strategic planning help organizations achieve their goals often while reducing costs.

Key Competencies

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  • Consumer Experience Design and Analysis
  • Contact Center Operations Management
  • Contact Center Organization Design
  • Contact Center Staffing and Workforce Planning
  • Contact Center Outsourcing
  • Customer Interaction Management
  • Technology Development and Deployment
  • Multi-channel Service Delivery
  • Process Reengineering
  • Implementation Effectiveness
  • Performance Management
  • Change Management
  • Strategy Development and Execution

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Brian has worked with a wide range of organizations both in the public sector as well as Fortune 500 companies, including UnitedHealth Group, AT&T, Atmos Energy, Allstate Insurance, Amgen, Toyota, Convergys, and the United States Department of the Interior. His extensive experience in telecommunications, healthcare, utility, automotive, financial services, life sciences, and more gives him deep insight specific to these industries and allows him to design well-tailored solutions for each.

Along with having a master’s degree in organization development from Pepperdine University, Brian stays on the cutting edge through professional affiliations and continuing education. He is a certified facilitator of the Implementation Institute’s “Practicing Implementation Effectiveness” workshop and was a keynote speaker at the Singapore Institute of Management. He also is a member of the Organizational Development Network and the Society of Community Affairs Professionals.

Brian enjoys staying actively involved in the community by volunteering regularly for events like the Special Olympics and American Diabetes Association’s Tour de Cure.

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Kirby McLennan

Kirby McLennan brings more than 30 years of management experience spanning contact centers and information technology. He has worked as a senior level consultant during his twelve year consulting career focusing on operational effectiveness, resource utilization and strategic initiatives. Kirby partners with client companies to develop and implement solutions that address customer expectations and business objectives.  Additionally, Kirby has led numerous projects for disaster recovery planning and business continuity programs.


Key Competencies

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  • Contact Center Operations
  • Process Analysis and Development
  • Disaster Recovery Planning (DRP)
  • Business Continuity Program (BCP) Development
  • Technology Infrastructure
  • Contact Center Interim Management
  • Operational Assessments
  • Telecommunications
  • RFP Development and Vendor Management
  • Business/Systems Functional Requirements Development
  • Quality Performance Initiatives
  • Performance Management

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Kirby’s ability to quickly analyze operations helps his clients develop the requisite initiatives to enhance the customer experience, improve operational effectiveness or expand their business. He held senior management contact center positions with companies such as Kraft General Foods, Citicorp, and Sheraton Hotels. Kirby holds certifications in ITIL – IT Service Management and Total Quality Service.

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Elliott Winit

Elliott Winit is a veteran contact center operations executive and consultant, with more than thirty-five years of experience directing, as well as consulting to large customer service, reservations, telemarketing, and financial services contact centers. He specializes in helping companies interested in ensuring that their contact centers are operating efficiently, cost effectively and are optimizing the customer experience. He has led these types of assessment efforts extensively during his career. He has experience in the design and layout of these centers, along with a successful track record in preventative labor relations. He has actively led both expansion and consolidation efforts for several international organizations. He also has extensive experience analyzing outsourcing alternatives for his clients.

Key Competencies

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  • Operational Assessments
  • Process Analysis
  • Consolidation and Reorganization Analysis
  • Contact Center Site Selection
  • Contact Center Interim Management
  • Outsourcing Analysis
  • Contact Center Design
  • Preventative Labor Relations
  • Organizational Design
  • Quality Performance Initiatives
  • Change Management

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Elliott has worked as a senior level consultant for both eLoyalty and IBM in their Contact Center Optimization Practice Areas during his seventeen year consulting career. He has consulted to companies worldwide, including Agilent Technologies, General Motors, The New York Times, NiSource, Reliant Energy, Sprint Wireless, SunAmerica, T-Mobile, Union Bank of California, Washington Mutual, and many others. Prior to starting his consulting career in 1997, he held senior management contact center positions with such companies as American Express, Walt Disney Attractions, Sheraton Hotels, and CitiGroup.

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Client 3

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Mark Simon – Executive Director

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Mrs. Sandra Bouman

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