|
When you spend money to hire a consultant,
you want a balanced combination of experience AND knowledge.
Our team of consultants provides just the right mix to ensure
success and promote confidence.
Sherry Redden Evans
 |
Sherry is an accomplished project leader for the design,
development and implementation of inbound and outbound
call centers and other service departments within Fortune
500 clients. She also has developed training programs
for call center management skills, leadership skills,
first line supervisory skills and customer service skills,
in Fortune 1000 clients. |
In the past five years, Sherry's projects have included
the following:
- Designed, developed and launched human resources service
center servicing 50,000 employees. Completed launch on target
date.
- Designed and implemented CTI/ACD/IVR interface with case
tracking tool, reducing ongoing head count requirements
by 25%.
- Designed and implemented Interactive Voice Response Unit.
- Designed and implemented a case tracking system, tracking
a customer case from cradle to grave.
- Organized and led the purchase and implementation of
a reporting tool offering real time analysis and service
level performance tracking.
- Organized and led the purchase and implementation of
a monitoring system, along with coaching and mentoring plan
and department training.
- Led the design and development of a case management application
improving departmental service levels and case management.
- Developed process to capture customer’s natural
language and define processes based on customer language
versus internal technical language.
- Organized and led the purchase, development and Implementation
of a building a knowledge base, increasing first call resolution
by 50%.
- Developed and implemented on-going continuous improvement
process for re-seeding knowledge base and ongoing maintenance
of knowledge.
- Led incentive project, defined management team goals
and led focus groups with employees defining their plan
to achieve goals.
TELEPHONE
DOCTOR® PARTNERSHIP
In
2002, Sherry proudly partnered with The Telephone
Doctor® Customer Training Company and
opened the Atlanta office of Telephone Doctor
ATLANTA. Sherry is a certified Telephone Doctor®
Customer Service Trainer exclusively offering
the Telephone
Doctor® Instructor Led Workshops and Products!
|
|
Professional Affiliations and Certifications:
Past President International Customer Service Association
(Atlanta Chapter) • Member Call Center Network Group
• Member America Society of Training & Development
• Member Professional Consultants Society • Member
of SOCAP • Member of HDI & Program Committee Volunteer
• Purdue University Call Center Management Certification
• Georgia State Project Management Certification •
Clarify Case Management Certification • Inference Knowledge
Base Certification • The Effective Facilitator Certification
• Telephone Doctor Facilitator Certification
Education: BA Mercer University
Richard Evans
 |
Richard is a consultant with extensive experience in
developing strategy and business plans for companies in
a variety of industries. Skills include providing leadership
and direction in the areas of business analysis, call
center outsourcing, database marketing and Internet marketing. |
Relevant projects that Richard has performed include:
- Evaluated internal call center capabilities versus outsourcing
to determine which option was the most cost-effective to
handle large scale direct marketing campaigns.
- Evaluated call center outsourcer capabilities versus
customer requirements to select the most cost-effective
supplier.
- Led a multi-disciplined project team that evaluated building
a 14 million record consumer database in-house versus outsourcing
the project. After an extensive cost-benefit analysis, it
was determined to utilize one of seventeen vendors the team
evaluated for outsourcing.
- Developed strategies and plans for several web-based
niche businesses, employing direct marketing efforts to
increase their e-commerce. Plans led to redesign of the
web-sites to encourage sales, and effectively handle FAQs
to reduce the need for CSRs.
- Developed and launched consumer marketing database used
to identify and convert leads. Generated sales of $11.3
MM in first year.
Richard's primary focus is on marketing strategy, however,
his background in industry, working as an internal consultant
has provided him with ample experience as a project leader
for multi-disciplined projects which included call center
operations, information technology, data warehousing, and
other functions that are required to build businesses, or
increase profitability.
Education: MBA & BA University of Illinois
Jeannie Hill
 |
In 1991, Jeannie joined Telephone Doctor®
as program coordinator and within a short time she took
on more responsibility as National Program Director. In
addition to handling all details of national programs,
she developed product promotions to complement these programs,
and is noted for her meticulous follow up after programs
have been implemented. Jeannie also took on sales responsibilities
early in her career at Telephone Doctor®. She enjoys
partnering with her clients, helping assess their needs
to develop effective training programs using Telephone
Doctor® products and services. Since 2005 she has
been working exclusively with the Telephone Doctor®
Atlanta office to help improve our client sales and service.
|
A few of Jeannie's accomplishments:
- Developed a program for the consumer advocate division
of a large government agency that helped improved service
scores in all regional offices by 35% over a three-year
period.
- Designed a self-study customer service training program
at a large fleet insurance company that increased customer
retention by 27%.
- Helped a large national in-home healthcare company roll
out a customer service training program in each of its 700
branch offices.
Education: Fontbonne College and St. Louis Community
College
Michelle Depoy
 |
Michelle is a seasoned trainer and facilitator. She
has over 10 years of training development and delivery
in a variety of industries. Michelle has conducted training
programs for some of Atlanta's premiere companies, including
Bell South and UPS.
Michelle was certified as a Telephone Doctor® Trainer
in 2002. |
Education: Bachelor of Arts, Liberal Studies/Personnel
Training from the University of Louisville (Louisville, KY)
Continuing Education:
- Telecommunication Research Associates 2001
Understanding the Basics of Data Communications
- The Training Clinic 2000/2001
Certified Training Presenter
- Covad Communications Corporate Training 2000
Customer Service certified
- Telephone Doctor Facilitator’s Certification
Other Consultants
Depending on the size and scope of the project, Evans Consulting
Group, utilizes a network of freelance consulting specialists
to handle portions of projects that either require specific
expertise or additional staffing.
|
