Company Directory
(Bio’s Below)
Chief Executive Officer
Bruce Belfiore
Phone: 800.214.8929 Ext. 8
Chief Operating Officer
Alan Pottkotter
Phone: 800-214-8929 Ext. 34
AlanPottkotter@BenchmarkPortal.com
Accounting
Gloria Cavallero
Phone: 800.214.8929 Ext. 9
Accounting@BenchmarkPortal.com
Director of Customer Success
Michael Feinberg
Phone: 800.214.8929 Ext. 17
MichaelFeinberg@BenchmarkPortal.com
Benchmarking & Research Team
David Raia
Phone: 800-214-8929 Ext. 27
DavidRaia@BenchmarkPortal.com
Joseph Raganas
Phone: 800-214-8929 Ext. 19
josephraganas@benchmarkportal.com
Call Center Certified Auditors & Training Instructors
Debbie Frazier
Phone: 800-214-8929 Ext. 16
DebbieFrazier@BenchmarkPortal.com
David Raia
Phone: 800-214-8929 Ext. 27
DavidRaia@BenchmarkPortal.com
Chris Tomsa
Phone: 800-214-8929 Ext. 21
ChrisTomsa@BenchmarkPortal.com
Bill Cadagin
Phone: 800-214-8929 Ext. 22
billcadagin@benchmarkportal.com
Meet Your BenchmarkPortal Experts!
Bruce Belfiore, CEO & Senior Research Executive
Bill Cadagin, Senior Consultant
Bill Cadagin is a proven, strategic Contact Center Business Transformation leader with experience specializing in large-scale operations and technology Transformations and Implementations.
He is a seasoned champion with over 30 years in the contact center industry at implementing innovative contact center strategies and solutions to optimize people, processes, and technology through understanding and transforming the customer experience (CX) and the employee engagement. He’s a proven leader at driving transformative implementations by designing best-in-class client solutions.
His experience spans across building and operating new contact centers, developing differentiated customer service treatment and customer experience models, business process optimization, transformation design, and multi-channel customer treatment models across SaaS and CCaaS solutions.
Bill began his contact center career working 15 years in the outsourcing industry, and 18 years consulting to and supporting Fortune 500 corporations. Most recently Bill was a Senior Manager at a Big 4 firm where he led diverse teams implementing global transformation efforts.
Bill can be reached at billcadagin@benchmarkportal.com
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. He has successfully delivered People,Process and Technology Improvement projects for Contact Center functions that include: Sales and Service, Credit and Collections, Campaign Management and CRM Strategies and Tactics. He and his project teams have met or exceeded Business Case commitments in each completed engagement. His areas of expertise include Virtual Consolidations, Market Segmentation, Contact Management, Quality Assurance, Agent and Supervisor Training, Reporting and Performance Management and related workforce optimization. Mr. Raia has been a featured speaker on many of these topics at a variety of national Contact Center and Management Seminars. Prior to focusing exclusively on Contact Center Consulting, David enjoyed a successful career in the telecommunications industry; holding a variety of line and staff mid and senior management and executive positions in Sales, Service, Training Development and Delivery, Financial Management and Strategic Planning. In his last AT&T assignment, he was the General Manager of a 1,500 seat multi-functional National Sales and Service Assistance Center. He was accountable for the National Service Delivery quality and effective Financial Management of his organization. David can be reached at davidraia@benchmarkportal.com Phone: 800-214-8929 Ext. 27
Joseph Raganas, Relationship Manager
Michael Feinberg, Director of Customer Success
Michael Feinberg has worked with BenchmarkPortal for over 10 years. He brings a wealth of knowledge regarding client needs and Company capabilities to meet those needs. He is known for his immediate response time and for his ability to help with both standard BenchmarkPortal offerings and with structuring custom engagements that fit the specific requirements of clients going through challenging periods.
He has built long-term relationships with many Fortune 500 clients, as well as medium and small enterprises. He serves clients in the government and non-profit sector with the same enthusiasm and energy.
Michael is also a BenchmarkPortal Certified Call Center Auditor.
His background includes heavy emphasis on excellence in customer service and customer engagement, with over 15 years of Ownership in Retail and Restaurant Organizations as well as 10 years of Ownership in a National Executive Management Recruiting Franchise.
Michael can be reached at MichaelFeinberg@BenchmarkPortal.com or cell # 443 – 717 – 0762
Alan Pottkotter, Chief Operating Officer
Alan Pottkotter is the Chief Operating Officer for BenchmarkPortal. Within that role, he also is our Director of Marketing and Information Technology. 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.
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
Debbie Frazier, Senior Consultant, Senior Instructor
Debbie Frazier is a Senior Consultant with Benchmark Portal. She has over 3 decades of experience in customer service managing captive agents and most recently a vendor relations manager for outsourced contact center operations both in the US and outside of the US. Her previous responsibilities included recruiting, hiring, quality assurance, workforce management, customer relations and process improvements. Debbie’s background will be a good fit in this new role due to her extensive call center experience.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.
Maurice Lonena O. Yodong, Executive Assistant
Maurice (Mau) is a highly skilled Executive Assistant with over 10 years of experience providing administrative support. Expert in task and calendar management, client communications, and optimizing office operations, Maurice is adept at handling critical tasks such as ensuring compliance with government requirements, safeguarding confidential information, and coordinating events. She supports BenchmarkPortal’s CEO with daily operations, including email management, business correspondence, and contract reviews. She formerly served as a Senior Bookkeeper and spent 5 years in corporate management, Maurice also brings expertise in project management and procurement processes. A strong communicator and team player, she excels in both remote and in-person settings, driving productivity and streamlining organizational processes.