Sales Team - Relationship Managers
Brian Carrington – Sales Manager
Phone: 800.214.8929 Ext. 13
Phone: 800.214.8929 Ext. 33
Phone: 800.214.8929 Ext. 17
Phone: 800.214.8929 Ext. 18
Phone: 800.214.8929 Ext. 35
Phone: 800.214.8929 Ext. 26
Call Center Certified Auditors & Training Instructors
Phone: 800.214.8929 Ext. 24
Phone: 800.214.8929 Ext. 33
Phone: 800-214-8929 Ext. 16
Phone: 800.214.8929 Ext. 20
Phone: 800.214.8929 Ext. 22
Phone: 800-214-8929 Ext. 27
Phone: 800-214-8929 Ext. 37
Phone: 800-214-8929 Ext. 21
Meet Your BenchmarkPortal Experts!
Bruce Belfiore, CEO & Senior Research Executive
Dee Buell, Certified Call Center Auditor, Senior Consultant
Barbara Burke, Senior Instructor
Barbara Burke is recognized as an international expert and thought leader on creating customer-centric contact centers, Barbara Burke specializes in enabling customer service organizations to focus on what’s really important — the quality of the experience customers have with their front-line agents.
Barbara is the author of two popular business fables about life in a contact center — The Napkin, the Melon & the Monkey: How to Be Happy & Successful by Simply Changing Your Mind, and The Monkey, the Moon & Maybe: How to Embrace Change & Live Fearlessly. Her popular e-newsletter, Monday Aha! Sage Advice for Customer Service Leaders has over 2500 subscribers worldwide.
Barbara’s extensive client list includes: Target, Microsoft, Estee’ Lauder, Proctor & Gamble, American Family Insurance, Lands’ End, Honeywell, City of Austin Texas, State of Minnesota, State of Pennsylvania, Cox Communications, Verizon, Portland General Electric, Integrys, Louisville Gas & Electric/Kentucky Utilities, San Diego Gas & Electric, Duke Energy, Georgia Power, and Time Warner.
Tom Carolan, Business Growth Specialist
Brian Carrington, Sales Manager, CallTalk™ Director
John Chatterley, Director, Research and Analysis
Adam Cincoski, Senior CCCE Instructor
Mark Coudray, Subject Matter Expert
His professional activities involve the strategic planning, direction, and transition for companies moving from an analog marketing delivery model to a digital model. This includes the evolving changes to how goods and services are marketed, sold and delivered, as well as the analytics and metrics for how performance is measured. Mark is actively involved in the R&D of sales, marketing, and analytically driven social media technologies as well as the implementation into commercial environments. His R&D efforts have evolved over the past 5 years to include the transition from analog marketing to digital marketing systems. This is the third round of digital disruption within the communications industry, and the forces and drivers for this disruption have now spread to all businesses. Segments served include health, retail, entertainment, education, and industrial/manufacturing. Prior to his current activities, Mark focused on developing and implementing digital technologies for the specialty printing industry. He is well known as a leader and strategist for industries disrupted by digital technologies. His work has been published globally in more than 400 articles, papers, and columns. Mark’s columns have appeared continuously in multiple industry publications for more than 25 years. He has worked with client companies in 41 countries. His implementations, products, and services are offered in the areas of digital workflow design, consulting services, software development, technical seminars, workshops, technical assessment, and expert witness testimony. Mark received a BS degree in Graphic Communications in 1977 from California Polytechnic University, San Luis Obispo, California. He graduated Summa Cum Laude. Mark can be reached at MarkCoudray@BenchmarkPortal.com Phone: 800.214.8929 Ext. 33
Andrea Dodd, Senior Learning Strategist
Michael Feinberg, Relationship Manager
Phone: 800.214.8929 Ext. 17
Debbie Frazier, Senior Consultant, Senior Instructor
J.R. Hardenburgh, Senior Consultant
J.R. Hardenburgh is a seasoned Contact Center executive with a proven record of driving performance gains through in-depth knowledge of Center operations, analytics, human resource issues and technology platforms. Developed best practices for multiple service operations and consulted for many contact centers in various industry verticals, primarily healthcare and financial services.
J.R. was Responsible for the contact center performance metrics supporting Medicaid contractual requirements for the 21 contact centers nationwide. Managed operations and leadership teams for select call centers during performance turnaround situations, in response to meeting state contractual requirements.
While running his own consultancy, J.R. focused on helping clients provide their customers with excellent sales, service, customer care and technical support through enhancements in relationship management, performance improvement programs and advanced customer care technology platforms.
While with AT&T Solutions, J.R. performed operational and network consulting engagements for large multi-national clients and directed the College of Call Center Excellence for 3 years. Partial client list includes American Express International, Blue Cross of MA, DirecTV of Mexico, IRS, Verizon Wireless, Royal Bank of Scotland, and British Telecom.
Laura Jordan, Executive Services Manager
Jose (Joe) Perez, Certified Call Center Auditor, Dean of the College of Call Center Excellence, Senior Consultant
Dayne Peterson, Certified Call Center Auditor, CCCE Senior Instructor, Senior Consultant
Larry Pfeifer, Relationship Manager
Larry is a full-spectrum software business development and relationship professional, with a technical background and extensive experience helping companies achieve their operational and financial objectives. For over 20 years, he has sold software products and related services to companies large and small, including tier-1 telecom equipment providers. He is familiar with voice processing software used in VoIP applications and used in call center phone systems, which include functionality such as answer detection. He is focused on fostering long-term beneficial relationships both with clients and with partners worldwide.
Larry holds BSEE, MSEE, Ph.D. (EE/CS) and MBA degrees.
Alan Pottkotter, Director of Information Technology
Alan Pottkotter is the Director of Information Technology for BenchmarkPortal. He is responsible for database automation for BenchmarkPortal’s large database of contact center metrics. He is also in charge of the design of all electronic reports for the company’s benchmarking and other reports. Alan works with BenchmarkPortal’s partners on all technology issues and assists clients with issues involving BenchmarkPortal’s product delivery technology. He attended Santa Barbara City College for Computer Network Engineering.
David Raia, Research Analyst
Marge Robba, Senior Consultant
Marge has more than 30 plus years of experience in management, training, coaching and consulting. She is focused on; Leadership development, corporate coaching, behavioral change management and cultural transformation. Helping organizations transition from the traditional transaction focus to a value add, learning environment.
She has excellent interpersonal skills with an ability to foster and maintain positive professional relationships. Delivering success through building high performance teams and cross team collaboration. She accomplishes this by understanding the communication needs of each level of the organization, from the C-suite to frontline employees.
International experiences include assignments in South America, Europe and Asia. She has worked in diverse industries such as; travel, banking, manufacturing, technology and health care.
Crystal Robertson, Director of Marketing and The College of Call Center Excellence
Ron Rose, Relationship Manager
Phone: 800.214.8929 Ext. 26
Chris Tomsa, Senior Consultant
Christopher Tomsa is a Senior Consultant with BenchmarkPortal and an instructor with the College of Call Center Excellence. Previous to joining BenchmarkPortal, Chris was Director of Client services with over 20 years experience directing and managing all operational aspects of an award-winning call center.
He led the design of an innovative customer relationship management system that provides scripted pathways for service representatives, which reduced scripting errors from 20% to nearly zero, and training time by 25%. Chris has direct experience designing and implementing programs involving core training and testing, service level improvement, call evaluation, coaching, and performance incentives.
Chris received his Manager Certification from BenchmarkPortal and is skilled at call center forecasting and scheduling, handling difficult customers, and process improvement. He brings experience in team building and motivation, as well as customer centricity programs. The call center he managed received the BenchmarkPortal Top 10 Call Center Award as well as a Gold Stevie Customer Service Department of the Year award for three years in a row, as well as other honors.
Chris is active in consulting for nonprofit youth music and band programs. He can be reached at ChrisTomsa@BenchmarkPortal.com
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. He started the benchmarking database which is now managed by BenchmarkPortal. During his career in our industry, Dr. Jon authored the following monthly publications: “The Purdue Page” in Call Center Magazine, “Dr. Jon’s Benchmarks” in Call Center News, “Dr. Jon’s Industry Statistics” in Customer Interface Magazine, and “Dr. Jon’s Business Intelligence” in the Call Center Manager’s Report. In August of 1996, Call Center Magazine honored Dr. Jon by selecting him as an Original Pioneer of the emerging call center industry. In October of 2000, Dr. Jon was named to the Call Center Hall of Fame. In January of 2001, Dr. Jon was selected for the industry’s “Leaders and Legends” Award by Help Desk 2000. Dr. Jon published 146 papers on customer service in industry journals. In 1997, one of his papers on self-service was awarded the best article of the year by Customer Relationship Management Magazine. Dr. Jon has published many professional books:
- Coaching Call Center Agents
- Interpreting the Voice of the Customer
- Defining Customer Care
- Contact Center Management by the Numbers
- Listening to the Voice of the Customer
- Minimizing Agent Turnover
- Speech Enabled IVR Customer Service
- From Cost to Profit Center: How Technology Enables the Difference
- Managing Web-Based Customer Experiences: Self-service Integrated with Assisted Service
- Customer Service and the Human Experience: We, the People, Make a Difference
- Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company´s Destiny
- Offshore Outsourcing Opportunities
- Optimizing Outbound Calling: The Strategic Use of Predictive Dialers
- Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration
- Customer Obsession: Your Roadmap to Profitable CRM
- Integrating People with Process and Technology
- Selecting a Teleservices Partner
- How to Conduct a Call Center Performance Audit: A to Z
- 20:20 CRM A Visionary Insight into Unique Customer Contact
- e-Business Customer Service
- Customer Relationship Management, The Bottom Line to Optimizing Your ROI
- Call Center Performance Enhancement Using Simulation and Modeling
- Call Center Benchmarking: How Good is “Good Enough”
- Contact Center Management by the Numbers
- CRM: Making Hard Decisions with Soft Numbers
- Inbound Customer Contact Center Design
- Computer-Assisted Learning
Dr. Jon’s formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Master of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive Executive Education program in Business at the Graduate School of Business at Stanford University.