J.R. Hardenburgh
InstructorYears Experience: 23
Education: Education / Professional Development • Bachelor of Science / Business Administration / University of Connecticut • AT&T Systems Integration Course Curriculum / Massachusetts Institute of Technology • Acclivus Sales Training / AT&T School of Business
Biography:
Areas of Expertise
• Contact Center Operations - Relied upon by clients for in depth knowledge of Contact Center technology, platform migration, human resource management, benchmarking, vendor evaluation, leadership principles, and strategy determination.
• Engagement Management - Led consulting teams in delivery of proposed work efforts. Responsible for resource utilization, quality of deliverable content, client satisfaction measures and financial success of consulting engagement.
• Presentation Skills – Developed and delivered customized contact center educational symposiums to the Banking Automation Industry (BAI) and Center for Business Intelligence (CBI) Pharmaceutical conferences, and regional contact center customer symposiums
• Self-service channel optimization – Competency in delivering both self-service optimization and user experience testing for web and voice response channels within a contact center operation.
Professional Experience
President Comprehensive Contact Center Consulting (C4) Current Position
C4 assists clients in developing contact centers, performance improvement programs and customer care technology platforms to help them provide their customers with world-class sales, service, customer care and technical support. J.R. has responsibility for both business development and delivery to multiple clients. His current projects include reengineering the call flows, routing platform and defining the customer satisfaction drivers for a large financial services client; assisting with the evaluation and technical architecture migration for a health services client; developing a loyalty program and virtual topology for a manufacturing client.
Senior Consultant, Contact Centers AT&T Professional Services 1997 to 2003
Accountable for profit and loss responsibilities, cost management, profit margins, and client satisfaction evaluations on over twenty contact center consulting engagements.
- Partial client list includes Blue Cross of MA, DirecTV of Mexico, Internal Revenue Service, Verizon Wireless, US National Passport Center, US Customs, British Telecom and Federal Reserve Bank of Boston.
• Designed, developed and delivered a customized leadership symposium, incorporating, human resources, workforce management, strategy and technology for American Express International’s worldwide contact center operation.
- The symposium contributed significantly to improving agent performance for availability (+4%) and occupancy (+3%).
• Successfully delivered a contact center agent life cycle and email process improvement program for Hasbro’s consumer affairs department.
- Analysis, optimization and automation efforts resulted in a 207% increase in consumer contacts handled with no increase in contact center staff.
• Created an innovative, international call flow design for Emerson Process Management. Consulting effort resulted in the fully functional Help Desk in Manila, Philippines receiving initial trouble calls from clients worldwide and providing seamless routing to the Texas based Tier Two & Tier Three engineering teams.
• Designed an enterprise-wide Internet Protocol (IP) reference architecture for contact centers, including a phased migration plan for Lexmark International. Plan included vendor evaluations, best practices, plus channel optimization and integration analysis.
