OUR TEAM

J.R. Hardenburgh

Consultant

CONTACT CENTER AREAS OF EXPERTISE:

• Operational Best Practices
• Self-service Channel Optimization
• Quality Measurement & Management
• Technology Architecture
• Leadership Development
• Process Optimization
• Agent Life Cycle Improvements
• Performance Benchmarking
• Strategy Development
• Vendor Negotiation

• Managed multiple call center operational teams with a focus on best practices and process optimization. Adherence improved an average of 7% in operations adopting recommended process improvements and technology enhancements. (MAXIMUS)
• Created an innovative, international call routing and transfer design for an industry leading Process Management firm. Consulting effort resulted in significantly faster response times to critical system outages plus a measurable improvement in client and employee satisfaction levels. (AT&T Professional Services)
• Reengineered the call flows and routing platform for a large financial services client. Realized a reduction of 20 FTE through deployment of optimized voice response menus and deployment of refined workforce scheduling processes. (C4)
• Delivered a series of process improvements and developed a loyalty program for a manufacturing client. Realized $340,000 annual savings on two recommended process changes. (C4)
• Designed, developed and delivered a customized leadership symposium, incorporating, human resources, workforce management, strategy and technology for American Express International’s worldwide contact center operation. The symposium contributed significantly to improving agent performance for availability (+4%) and occupancy (+3%). (AT&T Professional Services)

President- Comprehensive Contact Center Consulting (C4) 2004/5 & 2007- Current Consultancy focused on helping clients provide their customers with excellent sales, service, customer care and technical support through contact centers, performance improvement programs and advanced customer care technology platforms.

Director of Contact Center Performance MAXIMUS 2005-2007 Responsible for the call center performance metrics supporting Medicaid contractual requirements for the 21 call centers MAXIMUS operates nationwide. Managed operations and leadership teams for select call centers during performance turnaround situations, in response to meeting state contractual requirements.

Senior Consultant, Contact Centers AT&T Professional Services 1997 to 2003 Accountable for profit and loss responsibilities, cost management, profit margins, and client satisfaction evaluations on over twenty contact center consulting engagements. Worked with operational leadership teams to improve sales and service effectiveness Partial client list includes Blue Cross of MA, DirecTV of Mexico, Internal Revenue Service, Verizon Wireless, US National Passport Center, and British Telecom.

Director, College of Call Center Excellence AT&T 1997 to 2000 Fee based call center operational symposium delivered to over 600 clients per year in the United States and United Kingdom. Responsibilities included marketing, curriculum development, course delivery, plus profit and loss. Selected by Banking Automation Industries (BAI) conference to develop and deliver their pre-conference call center workshops based on the College collateral two years in a row. Partial custom client list includes American Express International, Royal Bank of Scotland, and British Telecom.

Client Business Manager- AT&T National Accounts Program 1980 to 1996 Led contract negotiations for comprehensive network services agreement to John Hancock Insurance Company, contract value over $25 million. Led account team in business development effort resulting in call center network and equipment sale for establishing 22 state of the art call centers. Net value of sales effort was $9.2 million. Established and maintained strong relationships with all levels of client contacts, including executives, economic buyers and business process owners in diverse client organizations. Received the AT&T National Achievement Award based upon sales and service performance and an excellent rating on an annual consumer satisfaction report.

Education / Professional Development Bachelor of Science / Business Administration / University of Connecticut AT&T Systems Integration Course Curriculum / Massachusetts Institute of Technology Acclivus Training / AT&T School of Business