PHIL JONES, Ph.D.

Dr. Jones has over 20 years of project management, training, computer industry and consulting experience. During nine years with Digital Equipment Corporation he managed training and operations for an inbound Customer Care center. He was responsible for developing technical and telephone skills courses for 450 Customer Care representatives.

Phil has also developed introductory and advanced training for BellSouth's project management curriculum as well as sales and management training for the retail furniture industry. He combines his extensive background in training and instruction with hands-on success in business management and projects. He specializes in developing high impact training in technical, sales, and management areas.

DONALD L. MAYER

Don Mayer has nearly 40 years of consumer response and customer service experience. During his ten years with Proctor & Gamble's Clairol division, where he was Director of Global Business Systems Consumer Solutions, Don developed the strategy for moving of call volume between two different vendors and successfully completed the outsourcing of additional promotional and direct purchase calls. He also managed two call centers in the United States and one in Canada.

Don also served as the Director of Consumer Response and Information Services for Kraft General Foods, where he was instrumental in to consolidating and outsourcing the Consumer Response Functions for the operating companies. Don also directed the team responsible for the merging and transitioning General Foods USA and Kraft USA consumer contacts to an outsourced environment.

Earlier in his career, as Director of the Consumer Response and Information Center of General Foods USA, Don led the national roll-out of the toll-free 800 number for all General Foods USA products. This included the establishment of service levels, forecasting call volumes, reviewing phone system requirements, recommendation and implementation of outsourcing during peak call times, and training and development for all personnel.

Don has written numerous articles on the management and use of data captured as the result of the toll-free number contact channel. He is an expert in the field of toll-free numbers and has been featured on CNBC and ABC news.

He holds a Bachelor's degree from the University of Evansville and an MBA in Information Management from Iona College.

Ms. McLaughlin is responsible for program development, training, and satisfaction measurement projects. As a member of the Institute's Advisory Services team, she specializes in providing Customer Care Solutions for CCI's Business-to-Consumer clients.

Megan has worked in Customer Care for ten years, leading customer service training programs and developing policies and procedures for customer service associates.