Healthcare – Financial – Government – Utilities – Automotive – Consumer - Telecom
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Our Experience
Below is a sample listing and highlights of some of the clients our executive team has served :
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Automotive |
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General Motors – U.S. |
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Mitsubishi – U.S |
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Consumer Products & Retail
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Boeing Connections - Canada |
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Café’Press - Canada |
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Columbia Records/BMG – Panama |
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Cox Communications – U.S. |
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Domino’s Pizza – Canada |
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Genie – U.S.
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Home Depot – U.S. |
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PayPal – Philippines |
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Pitney Bowes – U.S., India, Philippines |
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Tommy Hilfiger - Canada |
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Ticketmaster – India |
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XM Satellite Radio – U.S., Canada, Jamaica,
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Philippines |
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Energy & Utilities |
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Direct Energy – Canada |
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Reliant Energy – U.S. |
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Financial Services |
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American Express – U.S. |
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Bank One – U.S., Philippines |
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Capital One – U.S., Canada, Philippines |
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Collegiate Funding Services – U.S. |
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Inovant – Canada, Panama |
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J.P. Morgan Chase – U.S., Mexico, Philippines |
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PNC Bank – U.S. |
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Healthcare |
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Wellcare - U.S. |
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Blue Cross Blue Sheild - U.S. |
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Molina Health Care - U.S. |
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Government |
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U.S. Government/Medicare Part D - U.S. |
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FDIC - U.S. |
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Telecommunications & Wireless |
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GTE/Verizon – U.S. |
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TeleCom NZ – New Zealand |
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Verizon Wireless – U.S. |
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Automotive services
- Supported the radical business model transformation from brand specific approach to universal agent
- Consolidation of 2,000 seats from 50+ separate contact centers into three virtual mega centers; using a universal agent approach
- Migration from legacy CRM system to interactive, solution-powered CRM system interfacing with multiple data networks
Healthcare - Government services
- Orchestrated the implementation of five facilities to support the Federal Part-D Medicare (CMS) roll out
- Developed and managed 1,700+ agents to meet the program needs
- Successfully managed volume spikes of 100K+ calls per day
Consumer Products & Retail
- Postal Equipment Services Program
- Simultaneous launches in India and the Philippines
- Off-Shore management resources brought to US for knowledge transfer and culture assimilation
- Domestic management of postage rate increase program
- Successful drivers include clearly defining & documenting program requirements coupled with excellent team work
- Satellite Radio Program
- Developed and launched the initial four facilities in North America
- Migration to Jamaica and the Philippines to handle a two-fold increase in customer base
- Focus on trainers and team managers drove success
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