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Team

The BenchmarkPortal team is a dynamic group of individuals from across the United States. Each individual brings diverse, complementary skills and experience to the BenchmarkPortal team.

Dr. Jon Anton

Dr. Jon Anton

Founder Emeritus (retired)
Dr. Jon Anton was an adjunct professor at Purdue University and director of benchmark research at the Center for Customer-Driven Quality. He published many books, white papers and case studies on contact center topics and was a pioneer in research of best practices in the customer contact sector.

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Bruce Belfiore

Bruce Belfiore

CEO / Senior Research Executive
Bruce Belfiore is Senior Research Executive at the Center for Customer-Driven Quality (founded at Purdue University) and is CEO of BenchmarkPortal. Bruce hosts the monthly online radio show "CallTalk", which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He is a frequent speaker at industry events in the United States and abroad.

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Dayne Petersen

Dayne Petersen

Certified Call Center Auditor, Senior CCCE Instructor, Senior Consultant
Dayne Petersen has experience managing and operating both business-to-business and business-to-consumer call centers. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements.

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John Chatterley

John Chatterley

Director, Research and Analysis
John Chatterley is Director of Content & Analysis and Chief Editor at BenchmarkPortal, Inc. He has published numerous books, customized benchmarking reports, research reports, One-Minute Survey reports, and White Papers. Mr. Chatterley authored a comprehensive study entitled "Improving Contact Center Performance through Optimized Site Selection," and co-authored books entitled "Offshore Outsourcing Opportunities" and "Selecting a Teleservices Partner."

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Joe Perez

Jose (Joe) Perez

Certified Call Center Auditor, Dean of The College of Call Center Excellence, Senior Consultant
Jose (Joe) Perez has over 25 years of managing and operating technical support call centers nationally and internationally. Mr. Perez spent several years managing the technical support/field operations group for Digital Equipment Corp. in San Diego (later acquired by HP) as well as directing the technical support group for three of the largest refineries in South America.

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Dee Buell

Dee Buell

Certified Call Center Auditor, Senior Consultant
Dee Buell has over 20 years of Call Center management experience. She has managed and operated inbound and outbound service teams, as well as inbound and outbound sales teams. As a Sr. Business Consultant, Dee has become a Call Center subject matter expert (SME) with a focus on Quality Management.

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David Raia, Research Analyst at BenchmarkPortal

David Raia

Research Analyst
Mr. David Raia is highly regarded in the industry as a Contact Center Operations Improvement Specialist. He began his consulting career in 1995 and has spent the past 15 years successfully driving a variety of complex Contact Center Optimization engagements across Federal Government and Fortune 500 companies in the United States and Canada.

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Susan McDonald Osborn

Susan McDonald Osborn

Learning Strategy Consultant
Susan has more than 25 years of progressive experience in performance improvement interventions.  She brings expertise in instructional design and project management experience, as well as a master’s degree in human resource development.

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Greg Van Zandt, Consultant for BenchmarkPortal

Greg Van Zandt

Senior Consultant
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, and more...

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BenchmarkPortal Faculty, Caylee Drucker

Caylee Drucker

Director of Government Partnerships
Caylee Drucker is an accomplished U.S. Army Veteran, former Department of Defense Budget and Procurement Officer and a Defense Acquisition Certified Program Manager with over 27-years of experience in Federal and Department of Defense Activities to include Financial Management, Business Development, Strategic Planning, Government Contracting, Defense Acquisition and Program Management.

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Karim Morsli, BenchmarkPortal Staff
 

Karim Morsli

Senior Consultant
Karim Morsli is a senior contact center technology specialist, with particular expertise in VoIP-related technologies, including Workforce and Workflow Control Management and optimization, Computer Telephony Integration, PBX solutions and IVR. He brings more than 15 years of US and overseas experience managing private and public sector projects and 10 years of telephony experience, specializing in contact center and customer relationship management.

Amy Novak, BenchmarkPortal Consultant

Amy Novak

Certified Call Center Auditor, Senior CCCE Instructor, Senior Consultant
Amy has over 13 years of management experience and has spent several years managing inbound and outbound service teams. Prior to joining BenchmarkPortal she acted as Senior Manager of Call Center Operations, for a small to mid-sector outsourcing company. She introduced lean Six Sigma methodology for call center process improvement and design, and implemented multi-channels within her center.

Christin Oneill, Certified Consultant at BenchmarkPortal

Christin Oneill

Certified Call Center Auditor, Senior Consultant
30+ years of experience working as a Customer Experience and Call Center Operations Executive/Consultant with superior relationship skills and proven experience and expertise in multiple industries. Specialized experience in Financial Services, Telecommunications, Insurance and Healthcare. Skilled at identifying internal strengths and areas of opportunity that translate into Customer Satisfaction and bottom line growth, and at using data to drive improvement.

 

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP

 

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