Jim Lovvorn

Jim LovvornJim 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.

Kevin O’Neill

KMO - Head Shot2With 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

Ann RybowiakAnn 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.

Jan Swanke

JanSwanke2Jan Swanke has more than twenty years of professional experience in customer experience environments with a broad range of career positions in consulting, operations and information technology.  She began her career answering mail in the United Airlines Mileage Plus Program customer service center in Marina Del Ray, California while attending UCLA, and has gone on to spend her entire career in contact center environments, creating software, testing applications and in service delivery operation management positions.   Prior to joining Contact Center 411, Ms. Swanke held leadership positions in enterprise operations, IT and professional services for many companies including United Airlines, MCI, US West, Century Communications, Compaq, Hewlett-Packard and Convergys.

Jan’s primary expertise lies in contact center optimization and improving the customer experience.  Jan has an extensive background in managing a variety of project types including operational design, business process reengineering, technical and contact center assessments, vendor assessments, as well as authoring and designing corporate contracts and legal documents.   She has been consulting for more than seven years in a broad spectrum of industries including healthcare, financial services, cable and telecommunications, and business services.  Her operational experience includes managing inbound, outbound, blended centers in the corporate domain.

Key Competencies

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  • Service Delivery Model Development and Roadmap Execution
  • Contact Center Optimization Assessments – Technology, Process, Operations, HR, Customer Satisfaction
  • Contact Center Operations Management
  • Business Requirements Development and Facilitation
  • Contact Center Organization Design
  • Contact Routing Design & Multi-channel Service Delivery Strategies
  • Process Reengineering
  • Technology Development and Deployment

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Jan has led projects through all phases: business requirements, design, test cases and test plan execution and deployment. She has also built and managed centers from inception, and performed as interim leadership during organizational redesign transitions.

Jan also has extensive experience in application development assessment for new technologies, including both off-the-shelf and custom-developed applications. She has defined and managed the delivery of contact center desktop applications, voice technologies, knowledge base software, and intelligent contact routing technologies.

She is also an active member of the fine arts community in Orlando and Tampa Bay, teaching drawing and supporting local art programs.  She participates in community career development programs as a speaker and mentor, and is a principal fund raiser for the Multiple Sclerosis Bike MS charity drive each year.

Steve Saniuk

 

Saniuk - Photo - Jan 2014

With 30 years of experience managing large, complex global teams, Steve Saniuk is a veteran of management and management consulting. Steve has implemented world-class management systems and best-practice processes for organizations around the world. Throughout his career, Steve has shown a consistent ability to identify root cause issues and evolve management discipline, organizational effectiveness and performance management systems. As both a manager of business and most recently as a management consultant, Mr. Saniuk has achieved significant results and driven sustained operational improvements, in part through his natural ability to form strong relationships with business stakeholders ranging from frontline Supervisors to C-Level Officers.

Particularly unique is Steve’s depth of experience in driving operational improvements through process reengineering initiatives, while implementing sound management systems and providing effective management training and feedback to frontline leaders and middle management. Results have streamlined organizations and their decision making processes, rapidly evolved the effectiveness of frontline leaders, instilled accountability within organizations and better aligned operational areas of companies with business goals. Having overseen the creation of multi-site, internal support organizations, Steve is a leading subject matter expert regarding optimization from a 360 degree perspective (people, process, applications and technology). Mr. Saniuk brings rapid, yet meaningful results that nearly every organization needs to fine tune its operation.

Key Competencies

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  • Contact Center Optimization
  • Operational Assessments
  • Process and Performance Improvement
  • IVR assessment and design / Customer-self service
  • Technical Infrastructure and Technology Design and Implementation
  • Business Requirements Development and Facilitation
  • Multi-channel Service Delivery
  • Process Reengineering
  • Strategy Development and Execution
  • Change Management

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Steve has provided leadership for clients in driving positive improvement, quite often by optimizing existing technology in coordination with management and process improvements. Many clients have seen dramatic improvements in efficiency and cost with their existing technologies thanks to Steve’s efforts.

Steve received his BS degree in Finance & Economics as well as his AS degree in Accounting from Bentley University. Technologies that Steve has developed expertise in over the years include, but are not limited to: Entire Avaya Product Line – S8700 / Call Manager; Cisco IPCC Call Center Platform – UCCE / UCCX; Interactive Intelligence – product line; Siemens – HighPath 300 / 4000 / 8000 / Resume Writer; Nortel – all key systems / Merdian Series / Symposium; SONET Local and Metro Rings and Dense Wave Division Multiplexing (DWDM); ICM Routing platform; Quality Monitoring and Workforce Management platforms – Aspect and IEX/ Nice; Nortel / Cisco DWDM equipment / FLM & DMS switches; Nortel data switches & routers, Cisco Switch and Router lines; and Checkpoint, Cisco & Nokia firewall products / Citrix / various VPN’s – IVR platforms for major vendors.

Larry Feipel

 

Larry Feipel photoMr. Larry Feipel is a results-driven Contact Center Consulting Professional with an impressive list of diverse industry experiences in maximizing the productivity and quality of Contact Center People, Processes, Automation, and Facilities.  During his 12 years of consulting, Larry has successfully delivered effective solutions for clients in the United States, Canada, Latin America, and Western Europe.  His areas of expertise include Contact Center Optimization, Project Management, Workforce Management, Reporting, Business Process Redesign, and Training.

 

 

Key Competencies

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  • Strategy Development and Execution
  • Process Reengineering
  • Consolidation and Reorganization Analysis
  • Consumer Experience Design and Analysis
  • Contact Center Operations Management
  • Organizational Design
  • Outsourcing / Offshoring Strategy & Selection
  • Workforce Optimization
  • Quality Assurance
  • Multi-channel Service Delivery
  • Client Relationship Management
  • Contact Center Technologies
  • Project Management
  • Training for Results
  • Change Management
  • Operational Assessments
  • Business Continuance Planning
  • Vendor Management

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Prior to his consulting career, Larry held several key positions including: Process Engineer for the Cadillac Assembly Division of General Motors, Senior Manager of Operations for Walt Disney World Central Reservation Office, and Senior Vice President of Operations for Ross Roy Communications. Larry has a proven history in implementing contact center restructures, moves and builds including domestic and Off Shore sourcing. He has specialized in agent and management staffing for results.

Greg Van Zandt

Greg Van Zandt is a Customer Service professional with over thirty years’ experience in developing and managing customer service organizations for predominately Fortune 1000 consumer products companies. Professional services experience includes projects across the financial, insurance, hotel/travel, automotive, utility, consumer and business products industries, and federal government with a focus on customer service operations and contact centers, contact flow optimization, computer telephony integration, IP telephony integration, process optimization, customer relationship management, knowledge management, and training in the Utilities, Automotive, Hotel / Leisure, Telecommunications, Financial, and Insurance industries.  Greg has significant experience in multi-site contact center and field service management, rules based routing and customer focused handling optimization. Most recently he assessed the self-care readiness of a South American global wireless services provider for their Brazil, Chile, Peru, Argentina and Mexico markets – recommendations included dynamic IVR prompting and self-service, social media /management and facilitation, customer experience differentiated treatment modeling, presale customer education and agent training.  Greg is a founding member Board of Directors, Center for Customer Driven Quality, Purdue University, past member National Board of Directors, Society of Consumer Affairs Professionals, past Executive Chair Electronics Industries Association Consumer Affairs Counsel, and is a Chicago Regional Coordination team member of the Contact Center Networking Group (CCNG).

Key Competencies

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  • Performance Assessment/Transformation
  • Contact Center Consolidation
  • Organizational Design/Start-up
  • Training/Coaching/Management Development
  • Forecasting/Scheduling
  • Customer Life Cycle Mapping and Managemnt
  • IVR & Call Flow Routing
  • Site Selection/Consolidation/Out Sourcing
  • Customer Service workflow
  • Facilitation

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Pam Treanor

Pam Treanor, an Associate Consultant, began her career in the telephone industry, crossing a variety of fields such as employee management, sales, finance and budgets within the contact center operation. Besides the telephone and cell phone industries, she has participated in a variety of projects within the airlines, healthcare, insurance, credit card and fitness centers industries.  She has more than 20 years experience in the Contact Center Arena. Her areas of expertise include: Project Management, Process Improvement and Quality Management, Training Development and Delivery, Contact Center Assessment and Optimization, Contact Center Design and Implementation, Functional and Gap Analysis, Budget and Financial Analysis.

Pam enjoys volunteering her time with children’s programs, local fun runs and bike events, reading and working on a community farm.

Key Competencies

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  • Training Development and Delivery
  • Knowledge Management
  • Contact Center Workflow
  • Contact Center Organization Design
  • Operational Assessments and Observations
  • Process Analysis

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Bill Maikranz

Bill Maikranz is a senior consultant with an expertise in call center technologies, focusing on the both the new VoIP voice solutions and the traditional TDM architecture. He begins engagements focused on the client’s business requirements when evaluating existing and required technical solutions and their ROI. Bill’s particular areas of emphasis are working as the technical architect with a focus on Telephone networks and ACDs, IVRs, Predictive Dialers, CTI, work force management and CRM solutions. As a consultant for the past 25 years, he has demonstrated strength in the purchase and implementation call center supporting technologies. During the time Bill has been employed as a consultant, he has been involved in over 200 individual client projects within the call center industry.

Bill’s professional consulting projects include the following:

Avis Rent a Car, Federal Express, Home Shopping Network, American Heart Association, LL Bean, First Hawaiian Bank, Pacific Gas & Electric, British Telecom, Bank of America, Bank of Portugal, US Census Bureau, US Postal Service, BC Hydro. Sprint Cellular, Ohio State Univ. Hospital, Dominion Power, DirectTV, City of Dallas, Presbyterian Hospital NYC, TD Ameritrade, Verizon Wireless, Children’s Hospital Boston, CIBC Canadian Bank, Wells Fargo.

Key Competencies

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  • Architecture planning for VoIP
  • Network assessment for VoIP
  • Call center technology assessments
  • Vendor management and RFPs
  • Staffing and forecasting
  • Technology budget planning
  • ACD and voice call flow design
  • IVR self service design
  • CTI design and ROI analysis
  • Outbound predictive dialing

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Lilly Cho

 

Lilly Cho uniquely combines strategy and execution in implementing enterprise wide initiatives that improve her customer’s return on investment and increases in their bottom line results. Lilly has enabled her clients to report record growth and profit within very tight turnaround times.

Lilly’s vast experience in many different sectors has proven valuable in providing a compelling and diverse viewpoint on effective operations and processes within organizations

Lilly’s key competencies include creating executable business strategies that provide immediate business results. Lilly’s basis for business measurement is to identify clear key performance indicators that are actionable, measureable and trackable.

Along with having a MBA from Rice University, Lilly continually increases her knowledge by attending several national conferences in healthcare, project management and adult learning.

Lilly spends a lot of her free time volunteering with Project Open Hand, Stop AIDS Project and Share Our Strength. Lilly’s other passions include international travel, food and wine.

Key Competencies

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  • Program and Project Management
  • Business Analysis
  • Business Process Reengineering
  • Telephony and CRM Technology Implementation
  • Change Management
  • Training Design and Development
  • Performance Management
  • Learning Strategies and User Adoption
  • Leadership Development
  • Quality Assurance
  • Computer System Validation
  • Facilitation
  • Telesales Operations

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