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Jay is ICMI's Vice President of Consulting Services. Jay brings a breadth of industry knowledge to his consulting assignments. His experience managing mission-critical call centers and customer service operations, plus numerous consulting projects throughout North America and abroad, spans more than 15 years. Recent clients include the Gartner Group, Kaiser Permanente, the American Diabetes Association, Wells Fargo, Cinergy, Centrelink Australia, Discover Financial, and others. Jay's easy-going, personable style allows him to present material in a straightforward, engaging manner, whether he's speaking at a conference or seminar, or writing an article for Call Center Management Review or other trade publications, such as Business Communications Review. As ICMI's Strategy and Leadership Professional Interest Area Advisor, Jay spearheads the special issues and reports developed for the group, and also writes a regular column for ICMI's Web site. He is a popular speaker, and has presented at the ACCE Conference and Demo, Call Center Demo, Help Desk Institute Annual Conference, Direct Marketing Association Conference, and the Forecasting Summit. Some of Jay's recent projects have involved business strategy development, operational process reviews, forecasting and scheduling improvements, quality service assessments, wellness checks and IVR routing enhancements. Jay is a Magna Cum Laude graduate of Temple University. | 