Jeff joined Customer Solutions Group as President in 1993. He has over 23 years experience designing, implementing, and line managing comprehensive sales and customer service operations. His expertise in customer experience engineering, script creation, training curriculum development, process engineering, lead management, telephony, data and voice network design, and project management maximizes success for call center startups and ongoing operations alike. Additionally, Jeff’s technology experience includes CRM and database design, IVR design, technology and telephony system analysis, procurement and implementation.
Jeff partners with businesses to startup new or transform existing contact center operations to maximize sales revenue, customer satisfaction, and cost efficiency. Jeff’s approach integrates a broad array of skills to optimize sales or service contact center operations. Jeff performs economic analyses to determine the lifetime value of a customer and break even cost assessments for alternate customer sales and service configurations, including in-house vs. outsource strategies.
Prior to joining Customer Solutions Group, Jeff was Vice President at CUC International, a publicly traded consumer marketing company, where he created numerous startup businesses and line-managed call centers of up to 100 persons. Before joining CUC International, Jeff was a member of The Boston Consulting Group where he developed business plans, start up analysis, and operational assessments for Fortune 500 companies.
Jeff is a cum laude graduate of the University of California with a BA degree in Economics and an MBA from Harvard Business School.