Our Clients

We have delivered services across the United States, Brazil, Columbia, Australia, New Zealand, Singapore, Hong Kong, Canada, the Netherlands, Puerto Rico, Ireland, and the United Kingdom. Our clients include:

Financial Companies	American Express, Crestar Bank, Discover Card, First Union Brokerage, Liberty Mutual Insurance, PNC Bank
Telecommunications Companies	Bell Atlantic, BellSouth, Bonari, CenturyTel, MCI Worldcom, Northern Telecom, PointCom Communications, Puerto Rico Telephone Company, Southwest Bell Telephone, Sprint-United Telephone, Telecorp, Ameritech, Broadview Networks, MidContinent Communications, Multienlace, NYNEX
Government	Massachusetts Department of Employment and Training, The Philadelphia Department of Revenue, United States Department of Social Security
Software & Manufacturing Companies	Artistic Greetings, Gateway 2000, Master Software
Service Companies	Carlson Marketing Group, The Cleveland Clinic, SAFEWAY Inc., TRW, Wordright

Recent Projects

• Communications Plan, Strategic Operations Plan, Network Analysis and Implementation Training and Support for CenturyTel, Shreveport, LA and offices nationwide
• Delivery of the Total Call Center Management Course to 300+ managers
• Delivery of CC MIS Training to multiple companies
• Project Management support for the implementation of the DMS-100 Call Center Operation for PointCom Communications, Monrovia, CA
• Project Management support for the implementation of the DMS-100 Call Center Operation for Broadview Networks, Long Island City, Queens, NY
• Creation of Staff Estimation Tools for MidContinent Communications, Sioux Falls, SD
• Creation of a Staff Estimation Tools for First Union Brokerage in Charlotte, NC
• Presentation of Call Center Technology Talk at Call Center Latin America, in Buenos Aries, Argentina
• Call Center Consulting and Systems Design for the Cleveland Clinic, Cleveland, OH
• Call Center Management Training and Consulting for MCIWorldcom, London, UK
• Creation of Workflows and System Design documents for Bonari, Rio De Janeiro, Brazil
• Design and presentation of Call Center Management course for Bonari, Rio De Janeiro, Brazil
• Design of Customer Sales and Service Operational Design for Granahorrar, Bogota, Colombia
• Design and Implementation of a Call Center Service Bureau for Multienlace in Medellin, Columbia
• Completion of a Call Center Strategic Operations Plan for Liberty Mutual Insurance Company, Inc, Walthum, MA
• Completion of the Call Center Leadership Model for Ameritech Wireless Communications, Chicago, IL
  
• Delivery of Pinnacle training to over 40 managers including PNC Bank, the US Department of Social Security, and others
• Completion and delivery of Nortel ACD Course
• Implementation of Complex Business Management Process in BellSouth's 17 Major Account Call Centers
  
• Completion of Operational Review and Work Process Redesign for City of Philadelphia Department of Revenue Collections Department, Philadelphia, PA
• Completion of Business Case for Large Team ACD systems for Sprint-United 37 Call Centers in USA
  

References

Ron Pasquale Manager CenturyTel-United World Headquarters 10400 Hickman Mills Drive Kansas City, Missouri 64137 (816) 969-1133	Joe Mangiaracina Manager Customer Service Broadview Networks 4001 Horsham Road Horsham, PA (215) 293-8736
Phyllis Mayo CenturyTel Vice President Customer Service 100 Century Park Drive Monroe, LA 71203 (318) 388-9053	Pamela Scott Philadelphia Department of Revenue Municipal Services Building 1401 John F. Kennedy Blvd., Room 430 Philadelphia, PA 19102-1697 (215) 686-6409
Jim Thelan Director - Information Technology Cleveland Clinic Foundation 17325 Euclid Avenue Cleveland, Ohio 44112 (216) 738-4300