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 William D. Saums Donna M. Byers Brian M. Gillespie Tom Wallace Gloria Kurant |
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Consultant ProfilesDonna M. Byers Senior Contact Center Consultant Ms. Byers has over 20 years of experience in inbound customer service, voice of the Customer surveys and call center management. At AT&T's Baldrige Award winning Consumer Sales and Service unit, she managed programs that include customer service and billing, customer enrollment, consumer acquisition and consumer retention, with practical experience in training, supervision, scripting, service monitoring, quality assurance, coaching and development, personnel management, payroll and operations support. Since joining Centech, Ms. Byers has conducted Voice of the Customer surveys (customer satisfaction measurement), operations and call quality improvement programs for Olin Corporation, IBM, Allied Signal, Fallon Community Health Plan, Intel and AT&T Wireless Services. When Centech was selected to be a co-sourcing provider for SEND.com's $20 million advertising launch in 1999, Ms. Byers ran the call center operations in Rhode Island for SEND.com. This company received multiple honors for outstanding customer service, and was mentioned on Good Morning America, CNN and other news shows for its exemplary customer care representatives. SEND.com selected Centech again to manage its holiday season calls the following year as a result of Ms. Byers outstanding management. She specializes in customer satisfaction measurement and improvement, quality assurance program management, performance measurement, recognition, training, and methods and procedures development. She develops supervisory training processes and methods for service level improvement and manages Centech's call center operations. Prior to her work with AT&T, Ms. Byers owned and managed a company specializing in creative design and arrangement. She holds a Bachelor of Science degree in Human Sciences and Services from the University of Rhode Island. Donna currently resides in Rhode Island with her husband. |
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