ROGER H. NUNLEY

Roger H. Nunley is a Customer Care professional with more than 20 years of U.S. and international experience. As Director of Industry and Consumer Affairs for The Coca-Cola Company, he took a small correspondence function and developed it into a world-class customer service organization that was a benchmark for FORTUNE 500 companies. Internationally, he has launched customer response functions in more than 40 countries.

A frequent speaker at seminars and conferences, Roger has gained a reputation as an effective communicator, a creative problem-solver and a leader in the field of Customer Care. He is recognized for his leading-edge initiatives and strategies, as well as for being one of the few specialists in evaluating the viability of outsourcing a Customer Care function. His booklet, Outsourcing - Analyzing Your Options, is a definitive guide to the issue of Customer Care outsourcing.

As CCI's Managing Director, Roger has delivered presentations and conducted workshops in Australia, Brazil, Canada, France, Japan, Mexico, Poland, Switzerland and the UK. He has created and conducted seminars on Front Line Customer Service Skills, Basic Call Center Management, Measuring and Enhancing Productivity, Call Center Excellence for the 21st Century and Outsourcing Customer Care.

He is frequently quoted in the media including The Wall Street Journal, Fortune, MSNBC, the BBC and the USA Radio Network. Based on his 800 number expertise, he was selected to serve as AT&T's national spokesperson for the introduction of the 888 toll-free prefix.

His client base covers a wide range of conventional and Web-based industries, including financial services, information technology, healthcare, electronics, consumer goods and trade associations.

Leadership and recognition (past and present)

National President - Society of Consumer Affairs Professionals (SOCAP)
Chairman - Consumer Affairs Committee, Grocery Manufacturers of America
President - American Teleservices Association, Southeastern Chapter
Board of Directors - Better Business Bureau
Board of Directors - Consumer Credit Counseling Service
Best Practices Committee - Outsourcing Institute
Member - Society of Consumer Affairs Professionals
Member - International Customer Service Association
Member - Help Desk Institute
Member - American Teleservices Association
Member - Outsourcing Institute
Member - American Society for Quality
Advisory Board - School of Business, University of Mississippi