Customer Servicing Solutions. All Rights Reserved. 2008 - 2017
Customer Servicing Solutions, LLC
Customer Servicing Solutions © 2002 - 2015 | All Rights Reserved
Principal and Founding Partner
Expertise: Executive Leadership;
Contact Center technologies
and solutions; infrastructure.
Bob has over 25 years in the customer care industry. He was trained and certified by IBM as a Contact Center Optimization consultant. Over his career he has developed a broad range of leadership experience and consulting skills. His primary areas of expertise are in customer contact optimization, business process re-engineering and benefits modeling. He has developed proprietary tools and methodologies which are used to analyze customer contacts and to determine the most cost effective channel to handle the customer interaction.
Bob has assessed numerous U.S. companies and has significant experience in India and the Philippines. He and his business partner Mark Attinger are former owners of AFFINA, a domestic outsourcer with 6 centers in the United States and 1 in Montreal, Quebec. Bob has served as Vice President of Technologies at BPO companies AFFINA and PCCW Teleservices. He has been responsible for infrastructure, application development and the telephony platform and strategies for on-site and home agent home agent solutions. Previously he also worked for IBM Consulting and for Intuit in Technologies.
Bob earned an undergraduate degree in Education from Boston College and a Masters degree in Education from Boston University.