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Consultant Profiles Brian M. Gillespie Senior Contact Center Consultant Brian M. Gillespie is an internationally recognized expert in direct marketing and contact center operations. Since 1985, Brian has managed every aspect of call center management including marketing, sales and operations. His experience spans the globe, including products and services, large concentrated call centers and small dispersed centers. As a consultant, Brian has worked on projects with over two dozen Fortune 500 companies. In his assignments, he has worked with companies to dramatically decrease costs, increase service and improve employee satisfaction. Brian has also operated as acting CEO with one company, helping to turn around a failing business unit. Prior to entering the consulting field, Brian held the position of Senior Vice President at ITT Sheraton Reservations where he was responsible for generating over $1 billion in revenues through 12 call centers worldwide. Responsible for more than 650 people and a budget of over $60 million, Brian doubled the profit margin of this group in three years while improving employee satisfaction by 10% and customer satisfaction by 25%. For these efforts, he was awarded the Chairman's Award, the highest recognition available in ITT. Prior to joining ITT, Brian worked for AT&T. At AT&T, he improved after-market sales and service to small businesses, installed new call centers and supported AT&T efforts in the mid-1980s to maintain its market position. Due to these efforts, AT&T added millions of dollars to its profitability. During this time, Brian was awarded the Direct Marketing Association's Echo Award for his work on Integrated Direct Marketing programs. In his work with Centech, Brian has specialized in developing custom forecasting models for predicting call volume in both traditional call center environments as well as in e-commerce environments. He also works with implementing off-the-shelf workforce management products for contact centers. Mr. Gillespie has spoken for several professional groups including the Direct Marketing Association. He holds a Masters Degree in Business Administration from University of Michigan and Bachelors in Civil Engineering degree from Purdue University. Brian currently resides in Austin, Texas with his wife and three children.

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