|
|
About the Principals
Kenneth Webb, President and Co-founder
Ken Webb has been in the customer service industry for more than 12 years. He has spoken at professional forums in several countries, and assisted executives with strategic customer service program development for numerous Fortune 500 companies.
Ken’s most recent position was with TeleTech Holdings, Inc., as the company’s vice president of client services. Prior to TeleTech, Mr. Webb was chief operating officer of ThinkService (parent of Help Desk Institute and other industry associations), where his accomplishments included the creation of the Help Desk Institute’s professional technical service certification program with deployment in more than 13 countries, and the creation of the Customer Service Management and i-support Associations.
Prior to ThinkService, Mr. Webb was with MCI WorldCom, where his accomplishments included the creation of One-Call, a “single-point-of-contact” service center for all 70,000+ employees, and the deployment of several leading edge technologies that enabled employees to enjoy multiple self-service applications. While at MCI, his assignments included managing large application development teams, managing data center operation teams and leading large customer service organizations.
In addition to Ken’s years with MCI, he also worked for Telecommunications Incorporated (TCI), based in Denver, Colorado, where he was an executive director responsible for the technical infrastructure, business operations and advanced product support teams. He supervised the construction of three 500+ seat call centers and led the analysis, design and development efforts of TCI’s customer service consolidation initiatives to support TCI’s telephony, digital TV and broadband Internet products.
Mr. Webb’s career includes several military, industry and company awards, including MCI WorldCom’s highest individual award, the Spirit of MCI. This award was presented to Mr. Webb by MCI’s chief executive officer for developing a $100 million revenue producing application that streamlined the new account creation process.
Mr. Webb is a Certified Help Desk Institute Auditor. He graduated cum laude and holds a Bachelor of Arts degree in Political Science from the California State University Sacramento. Mr. Webb has completed numerous professional development programs and is an active member of several industry and professional organizations.
R. William Sheehan, Principal and Co-founder
Bill Sheehan has more than 20 years of experience in the creation, operation and revitalization of software, hardware, and multi-vendor, multi-national, customer service and technical support and sales organizations.
Most recently, as director of training for ThinkService (parent of Help Desk Institute, and other industry associations), he has been a driver and contributor to certification processes and associated training for individuals and organizations. These efforts represent the cutting edge of call center and help desk industries.
Prior to ThinkService, Mr. Sheehan was a principal of The North Highland Company, a leader in the development and application of support center, help desk and call center assessments. His interest in rapid assessment and improvement methods and strategies began when he was a managing partner and founder of Renaissance Partners Inc. RPI, acquired in 1998 by North Highland, included experienced industry leaders and consultants who formulated the SCORE methodology (Service/Support Center Opportunity and Risk Evaluation).
In 1990 Mr. Sheehan founded a small consulting firm that provided management and operations consulting and training in enterprise redesign, technology selection and implementation, and the development of high performance management and work teams. The firm was later acquired by The North Highland Company. Prior to 1990, he held positions in help desk analysis, consulting and management for Digital Equipment Corporation.
Mr. Sheehan has worked extensively with help desks throughout North America, Asia, Europe, Australia, Panama and Mexico. He will continue to conduct training for ThinkService in the design, set-up and ongoing management of help desks. Mr. Sheehan is a Certified Help Desk Institute Auditor and Trainer. He is also a frequent speaker at major conferences and industry events.
Wayne H. Watson, Principal and Co-founder
Wayne Watson has been involved in business operations and the customer service profession for more than 20 years. Mr. Watson specializes in analyzing and serving the emerging communications, information and entertainment markets providing broadband services. He has written several reports and consulted with the senior leadership of several Fortune 500 organizations concerning eCRM and the challenges facing the broadband industry segment.
Mr. Watson was vice president of customer care strategy and planning for A&T Broadband. In this position, he was responsible for AT&T Broadband’s enterprise customer sales and service efforts, in-person payment centers, deployment of customer contact traffic and customer information systems supporting operations, advanced service launches, and customer satisfaction. He worked with the AT&T Broadband care centers serving over 16 million customer households, employing over 5,000 customer-care professionals all dedicated to improving customer satisfaction, operational performance and associate development. He also worked to coordinate across the various operating entities and disciplines of AT&T to assure brand loyalty and a consistent customer experience.
Previously, Mr. Watson held the position of executive director – customer operations of the Denver Customer Care Center for TCI Communications, Inc., managing more than 1,000 care professionals, and servicing over one million customers in four major metropolitan markets, plus other remote customer care facilities. He formerly served in varying operating capacities within the organization, including New York regional general manager of operations covering Western New York, Northern Pennsylvania and Eastern Ohio.
He joined the cable television industry as general manager in Boise, Idaho. He moved to Denver to serve on and lead various corporate leadership teams working on corporate initiatives, ranging from customer care and field technical operations to leadership.
Mr. Watson began his career with General Electric in finance and moving to supply chain management. He developed statistical sampling techniques for operational audits to improve reliability and operating efficiencies. He managed distribution center operations on the West Coast, and developed the business case to commence serving the Pacific Rim countries for General Electric. He led the operations of a regional specialty retailing company with 10 stores in four states and two warehouse operations.
Mr. Watson holds a Bachelor of Science degree in Finance and Accounting from Miami University, and has completed numerous professional development programs. He is a member of many industry and professional groups, and has addressed forums ranging from operations to enhancing customer satisfaction for a sustainable competitive advantage.
|
INDUSTRY NEWS
|
|
