Joe Galvin

President

   Joe has been a leader in managing Customer Interactions for over 20 years.

   Currently he is President of J. Galvin & Associates, a consulting firm focused on delivering customer service strategies focused on bridging technology to improve the customer service experience, including customer segmentation, call resolution tactics, retention strategies, care desktop assessments, call automation and workforce efficiency.

   Mr. Galvin has been responsible for large organizations handling billions of customer interactions during his career. Prior to starting his firm, he was Senior Vice President of Customer Care for Dish Network, where his strategic insight improved the efficiency and effectiveness of the organization, resulting in operational and customer experience improvements. Mr. Galvin has led diverse, large scale operations to deliver sales, service and technical solutions to customers in organizations such as MCI Telecommunications.  Additionally, Joe has been a key player in start-ups and industry leading Customer Care Outsourcing providers

Brad Davis

   Brad has been in the consulting industry for over 14 years.  He spent 13 years with Accenture as the Client Service Partner for T-Mobile USA, Dish Network and Sprint. As a Client Service Partner Brad is a strong developer of high-performance teams and a driven business operator focused on sustainable business results.

Responsibilities included sales strategy and execution, product development, human resources, training, finance and reporting, quality assurance and leadership of key client engagements and day-to-day operations.

   Brad specializes in driving efficiencies within customer care organizations by implementing next generation customer care technologies.

• Successfully led complex implementations of new care desktop tools
• Developed cost saving strategies for wireless wire-line and satellite operator segments
• Led Quality Assurance teams at Major clients ensuring successful delivery in millions of dollars in annual consulting services

 
Jeff Gossman

  Jeff shares 20 years of experience driving process and productivity improvements to customer care, sales and technology organizations.

   A Senior Associate with J. Galvin & Associates; Jeff specializes in operational analysis of the cost drivers around supporting customer service through call driver analysis, workforce optimization, and coaching process effectiveness.

   Jeff has managed large multiple site organizations for Fortune 100 companies as well as for leading Business Process Outsourcing organizations.  Jeff has industry experience in Sales and Customer Support for wireless, local, long distance and broadband companies, digital pay TV service companies and consumer and business hardware and software solutions.  Jeff has also implemented Work@home Agent solutions,  leading edge Training Delivery solutions, Coach Certification programs and  Open Book Management strategies for customer support organizations.