OUR TEAM

Dru Phelps

Certified Auditor in Call Center, Author and Speaker

Educated at Purdue University with a B.S. in Technology /Dean's List and active Advisory Board member, M.S. at USC in Systems Management, and MBA faculty for 4-years at University of Phoenix. Her experience includes performance assessments to process management in Sales/Service/Support.

As consultant, speaker, and author on tools from: A to Z, she has actively been engaged with more than 280 Customer Service projects and presents executive strategy sessions to thousands, or 1:1 Onsite Engagements!

• Adjunct MBA Faculty member and published at the University of Phoenix
• M.S. in Systems Mgmt./ Human Relations at the University of Southern California
• B. S. from Purdue University as honored alumni and active Advisory Board member School of Technology: Organizational Leadership, Industrial Engineering
• World-wide speaker on Customer Service Optimization and Performance Tools
• Manage the Strategic Performance Optimization Practice: Diagnostic Solutions
• Author of How to Conduct a Call Center Performance Audit: A to Z
• Lead Certified Auditor of Purdue's Center for Customer Driven Quality
• VP at Benchmark Association, client services for diagnostic comparisons
• Assimilation Client Partner on e-Business change: CAlls to IVR/Web service
• Performance Director in 200-seat fulfillment Call Center for 18 clients
• Project Manager to integrate 600 agents to Self-Directed work teams
• National Trainer for help desk outsource partners, corporate acquisition/merger
• Quality Assessor for Malcolm Baldrige, ISO/QS 9000, TQM consulting
• Quality Engineer to monitor, measure, calibrate complete first call resolution
• QIC Developer of usability templates and qualitative decision models
• Change Agent mapping process, retention, marketing, business rules
• On Course facilitator for community and personal development seminars
• Industrial Engineer returning 3:1 profitability on consulting engagements
• Researcher with Dr. Jon Anton, Dr. Edward Deming, Dr. Greg Barnes
• Speaker platform with Tom Peters, Colin Powell, David Thompson, Meg Whitman

Some of the Key Clients Dru has worked with in past include: Cambridge Technology Partners, Sun MicroSystems, McDonnell Douglas/Boeing, Motorola, Northern Telecom, TM TeleServices, Delta/JFK Airport, United Airlines, eBay, inContact, NovaMed Eye Care, Bank of Montreal, Bank of America, Nations Bank, NY Life Insurance AARP, Rogers Cable/Wave Internet, LA Times, Reuters, Caesars Palace, Chicago Art Museum, Met Life, Auto Club of Southern California, Northern Trust Bank, Capitol One, ComEd, SaskTelephone, EA, American Medical Association, Herbalife, Blue Cross, McKesson Pharmaceuticals, Koll Real Estate, Veterans Administration, US Postal Service, Mary Kay, Kelly Services, Center of Business Intelligence, WIN 211 State