Management Team

tom_smTom Sultenfuss is our President. His career spans 30 years in the high tech industry with companies like IBM and Spherion Corporation. His experience includes key operations, business development and management positions. He has spent 10 years in the contact center industry. Tom is experienced in all contact center practices, first as an owner of HTI Communications, a contact center company acquired by Spherion. As VP of Contact Center Operations with Spherion he successfully grew that business unit from $15M to $100M in annual revenue, while designing and building four (4) contact centers in the U.S. and implementing contact centers in Puerto Rico & Panama. Over the past dozen years Tom has worked with many Fortune 500 companies to maximize the efficiency of their contact centers including AT&T, Cisco, AARP, and Sprint. Tom received his BSME from University of Texas, Austin.

 

James Jones is our Director of Operations.

James has 12+ years of experience and expertise in the management of technical and customer service relations, working with such companies as UPS, Smart Computers, Dell, HP and Advanced Micro Devices.  His experience has brought a unique blend of skills to bear in the contact center industry.  He currently manages the full range of administrative, logistical and operational duties in a wide variety of program areas including human resources, budgeting, information technology, process design and implementation.  James oversees the day-to-day operations of the company, develops and directs programs designed to bring an exceptional customer service experience to client and end users alike.

Our team offers excellent experience!

Owned and operated venture-backed HTI Communications which was successfully sold to a Fortune 500 Company and later incorporated into Spherion

  • Grew business from $15MM (1998) to $93MM in 2001
  • Built and managed twelve contact centers (2600 seats)
  • Global reach after having developed and managed contact centers in the United States, Central America, Europe, India, Australia

Defined, developed, implemented and delivered the worldwide product support blueprint for Xerox Corporation

  • Successfully gained product market share during the simultaneous launch of 5 technology products
  • Managed support requirements for centers in the United States, Mexico, Canada and Europe
  • Developed and implemented online interactive training for teams and external customers customized by country

Planned and implemented strategic marketing campaigns with several B2B and B2C advertising agencies and marketing companies

  • Product launch that increased same quarter sales 1200% while delivering a higher price point
  • Internet-based channel management portal software tool designed to facilitate client to customer communication across differentiated channel strategies with a branded “look and feel” on a repeatable platform
  • Contributed strategy and media planning to a product introduction credited with a one-season increase of two share points (and category leadership)

Successfully launched service and support operations group  transitioning customer care into a profit center generating $2.25 million annually.

  • Increased customer satisfaction to 97% and reduced operating expenses 30% by identifying, tracking and improving customer metrics and key performance indicators critical to delivering the optimal customer experience.
  • Saved $200k annually by directing 2 full-scale relocations of support operations centers with no customer impact.
  • Saved $100,000 annually and trained more than 700 remote service technicians by conceptualizing, designing and implementing a revolutionary self-paced, web-based training program for independent service organization teams.