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RUDY OETTING, Senior Partner: Rudy firmly believes that live customer contact has the highest potential for positive impact on customer relationships. A veteran of over 30 years in teleservices, he is a world renowned industry leader and has worked with clients and executives in the US, Canada, South America, Europe, Australia, New Zealand and Asia in developing strategies and establishing and refining successful Customer Contact Center related sales and marketing programs and operations. These have encompassed a wide range of consumer, business, industrial and institutional markets. His seminars and conference activities have directed and educated thousands of executives around the world about Customer Contact Center management.
(1-954) 949-0616, Ext.101
Email: roetting@oetting.com
GERI GANTMAN, Senior Partner: Geri is one of the teleservice industry’s leading professionals, developing successful sales, marketing, service and CRM programs for organizations in the US, Canada, Europe and the Pacific Rim. She has a broad background in the disciplines of market research, fund raising, business, industrial, institutional and consumer marketing. Many of the program design and measurement methodologies she established for customer contacts have become standards for the industry. She is R.H. Oetting & Associates' lead consultant on projects that require the development of business requirements for technology solutions, managing technology implementation, outsource management and comprehensive strategic assessments and program designs for integrated Customer Contact Centers.
(1-954) 949-0616, Ext.102
Email: ggantman@oetting.com
LORRAINE R. KAUFMAN, Senior Partner: Lorraine dynamically transfers the 150 plus years of R.H. Oetting & Associates' combined experience to the managers and representatives of our clients. Her comprehensive consulting, knowledge transfer and training expertise includes new operations start ups, current operations assessments and conversions, customized training program design, development, implementation, as well as staff recruitment and retention. As a former TSR, Supervisor, Trainer, Operations Director and consultant for 15 years, she understands contact centers from the perspective of the customer, the rep, center management, and the company. She brings a unique viewpoint to her work with Customer Contact Center staff because she is also an attorney and member of the New York State Bar.
(1-954) 949-0616, Ext.103
Email: lrkaufman@oetting.com
BILL MAIKRANZ, Senior Consultant: Bill's knowledge and savvy about how Customer Contact Center technology really works is frequently sought by other experts. He is our lead technology specialist and is noted for asking business related questions first. He has been in the consulting service sector with a specialization in computer and telecommunications services for more than 16 years. His primary responsibility for our clients is in the design, selection and development of voice, data, email and web integration solutions for Customer Contact Centers. He is a recognized telephony expert with a special emphasis in Computer Telephone Integration (CTI).
(1-954) 949-0616. Ext.106
Email: bmaikranz@oetting.com
DEANA LEDA, Senior Consultant: Deana has been a telephone marketing and sales professional for over 18 years and she knows the "devil is in the details". That attention to detail has been lauded by our clients. Her wide range of experience spans inbound and outbound applications development, program and operations implementation, business systems analysis, benchmarking research and alternate channel integration. She has in-depth experience working with our many utility clients as well as those in the insurance, biotechnology, telecommunications, service provider and government sectors.
(1-954) 949-0616, Ext.104
Email: dleda@oetting.com
DONNA POKORA, Senior Consultant: Donna is a superb project manager and often handles project planning and control functions for our clients. With over 15 years experience in the telephone sales and marketing profession, she has an extensive background in business strategies and tactics in contact center operations including the design and implementation of inbound, outbound and CRM/Account Management applications. She has developed and facilitated numerous training courses for management and non management center staff working with clients in the utility, telecommunications, insurance, service provider and government sectors.
(1-954) 949-0616, Ext.105
Email: dpokora@oetting.com
ERROL DAVIS, Associate Consultant: Errol is a working media and advertising services executive, dividing his time between consulting for our clients and as Vice President of Initiative Media Direct. He is our specialist on setting up and improving existing large in-house and outsourced inbound sales centers and DRTV response programs. He has spent more than 30 years managing inbound Customer Contact Center programs and is expert in media management and integrating IVR and live call handling strategies.
Phone: (1-770) 518-0204
Email: DR2838@aol.com
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