Tim has spent years leading and advising some of the world’s largest call centers. He knows what separates world-class operations from those that are trying to get there.
San Antonio, TX (PRWEB) January 3, 2011
Cooney Solutions Group, LLC (CSG), today announced that it has appointed Tim Handren as President and Chief Operations Officer. In addition to his executive leadership responsibilities, Handren will also serve on the company’s Board of Directors.
Handren, a recognized leader in the customer service industry, helped to shape the contact center support at USAA, one of the world’s most celebrated service organizations. In addition to holding the COO position at USAA, Tim served as the CIO of Mutual of Omaha and as an advisor to American Express, Allstate, Key Bank, TriWest Healthcare and Cigna. Tim Handren was an external consultant to CSG during its launch in 2010 and has been actively involved in shaping its strategy.
“This is an exciting time for us. We are honored to have one of the service industry’s most experienced executives join our team,” said CSG’s Co-founder and CEO Tim Montgomery. “Tim has spent years leading and advising some of the world’s largest call centers. He knows what separates world-class operations from those that are trying to get there, and he has first-hand knowledge of how to develop a service-driven culture in which the front line is continuously celebrated.”
CSG was founded by a team of industry experts who developed call centers for world-class organizations, and who are now applying that approach to the outsourcing world. The firm focuses on helping its clients to improve the entire customer contact experience, while finding value and revenue-generating opportunities in areas typically viewed as costs.
Handren’s “client-side” expertise is the core of CSG’s customer value proposition. “We’re customer experience experts in the business of building the world’s best contact center outsourcing operation,” said CSG’s Co-founder and Chairman Bill Cooney. CSG’s leadership team has built and advised some of the world’s most recognized centralized support organizations, and are currently working with several Fortune 500 companies.
“World-class happens one interaction at a time,” Handren said. “Our leadership team knows how to create call center environments that inspire the most important element—the front line. With a laser focus on employee engagement, we’re confident that we can provide our clients with the assurance that their customers are being well taken care of, thus allowing them to focus more attention on their core competency.”
CSG recently launched a resource portal to provide expert advice to contact centers through free articles, white papers and webinars. “The resource portal is another way that we’re providing contact centers with valuable tools to help them improve the service that they provide,” Montgomery said. To access the resource portal, visit http://www.cooneysolutionsgroup.com/service1st/
About Cooney Solutions Group, LLC: CSG is a certified veteran-owned company. Founded by two of the most experienced and respected experts in customer service and contact center management, CSG offers affordable, world-class outsourcing solutions to organizations committed to delivering high-quality customer experiences. CSG is supported by a team of recognized experts in the areas of network utilization, operational efficiency and culture development. This “dream team” has served as advisors to some of the world’s most recognized and celebrated customer care organizations. In addition to contact center outsourcing, CSG’s services include project consulting, start-up assistance, executive coaching and temporary leadership replacement.
For more information, please visit http://www.cooneysolutionsgroup.com.