BPO registry

Meet the Core CHCG Team

Our team is comprised of industry leading experts

CH Consulting Group is a team of business consultants with vast experience in inbound and outbound sales optimization, implementation, vendor selection, operations, technology, management, etc. CHCG is comprised of thought leaders in the Contact Center industry with more than 250 years of collective industry experience in enhancing the customer experience for the evolving omni-channel contact center.

We have been on both sides of the coin: on one side we have been owner/operators or internal contact center executives, on the other side we have delivered results as BPO Contact Center solution providers. The network of consultants that we have spent years cultivating is one of our greatest assets in offering our clients the best experience possible.

Christa Heibel has dominated the contact center industry for the past several years, known widely as an influencer and C-suite business growth and strategy expert. She has worked in the call center industry since 1992 serving in nearly every position from telemarketer to CEO. Christa’s breadth of knowledge and experience includes contact center services, customer experience, integrated sales, business development, technology, infrastructure and automation.

Christa’s approach showcases the brilliant union between innovative thinking and industry best practices, spearheaded by her commitment to open lines of communication across all levels of an organization. As a veteran in the contact center space, Christa has the distinctive ability to understand the critical role and balance between three important components within an organization: process, people, and technology.

Christa has grown and guided numerous call center operations to success, resulting in leading struggling operations back to profitability or driving successful growth strategy initiatives for investment operations. She has launched over 15 successful new operations ranging in first year annual revenues of $3M - $25M and worked across multiple sectors including finance/ banking, insurance, e-commerce/retail and healthcare.

Christa Heibel

CEO/OWNER

218.286.4006

Berni has over 20 years of experience as a CFO, Controller, Accountant and Financial Consultant. She has a long running background involving customer experience enhancement, substantial project management, leadership development, budgeting, ROI and cost analysis experience, as well as gamification certification. Her expertise includes financial training, staff development, team building, developing and approving accounting procedures, and auditing.

Berni thrives in the diversity found in each client’s environment, recognizing that each situation warrants distinctive solutions that are exclusive to the client. Her unique way of thinking allows her to solve company problems by looking for patterns in the data and identifying trends. Her approach allows for her to visualize and execute strategies that help her clients maximize profitability, improve the customer experience and increase bottom line growth.

As a Regional Controller for Fortune 100 companies, Berni has extensive experience in merging and consolidating departments with minimal cost and loss of production. She has managed annual operating budgets of more than $40 million, and has extensive experience in analyzing data to identify areas of opportunity and provide substantial cost savings.

Berni Hollinger

CONSULTANT

715.298.0513

Brooks has been in the call center industry for almost 15 years specializing in inbound and outbound campaign management and has worked in almost every role within the space. He provides your organization with tenured proficiencies in customer experience enhancement, script, and reporting design, establishment of QA and KPI standards, identification of key drivers, predictive dialer technology management, training, coaching, and comprehensive data analytics.

At the heart of Brooks’ approach is his commitment to efficiencies, client-focused communications, and creating a positive work environment where people feel comfortable and motivated. He has the unique ability of processing and interpreting a large amount of organizational data, identifying patterns, and weaving them into solutions that make the organization functional.

Brooks has worked with several clients on projects including inbound and outbound campaign management, call center transitions, and new system implementations. He has worked collaboratively with clients to document processes and procedures, train staff, and create efficiencies to meet operational objectives.

Brooks Arvizu

CONSULTANT

619.569.6837

Danica brings 13+ years of business development and marketing experience to the table, 8 of which are contact center-centric. She has been involved in the operational, implementation, training, marketing, and sales departments of the contact center space and is well-versed in crafting the ideal customer experience. Danica is also experienced in business writing, specifically in proposals, RFPs, website copy, industry-specific blogs, case studies, whitepapers, and agent scripts.

Danica’s approach to client problem-solving is a blend of ingenuity and persistence. She takes pride in her ability to look at the big picture and create a holistic strategy that fits the client’s needs. She has a proven track record of creating effective and viable plans, and deploying proper execution of her tactical plans. For these reasons, Danica is an excellent strategist and exceptional project manager that is perfect for clients looking for someone that can help them from start to finish.

Danica has experience in business development and marketing roles with global BPOs, trade associations, and customer-facing organizations. Her past responsibilities include but are not limited to: sales & marketing assessments, strategy, and implementation; RFP support; PPT presentations, and sales proposals; developed and optimized online marketing initiatives to drive customer acquisition; managed company websites and third-party vendors; and coordinated trade show booths and company participation in industry events. With her support, her partners and Clients were able to streamline sales & marketing efforts and experienced record-breaking profitability revenue increases.

Danica Hagey

CONSULTANT

949.478.9517

Hugo is an experienced, high energy and results-driven sales and marketing executive with 30+ years of proven leadership in sales, marketing and management. He has demonstrated great success in penetrating major accounts and growing relationships with consultative selling for business solutions leading to impressing revenue generation.

Hugo has a unique ability to analyze and identify markets, develop gain and retain strategies. He is also adept at working independently yet collaborating as a team player with superior communication and collaboration skills.

In Hugo’s fourteen years with DialAmerica he provided key strategies that attributed to generating over $35 million in new business, high margin B2B and B2C revenue. He has had several other successful assignments in major account sales with Dun and Bradstreet and Xerox. He has filled every role from National Sales Manager, VP of Sales and Marketing, as well as VP of Business Development.

Hugo Bader

CONSULTANT

973.383.2992

John has had career assignments in Telcom, Cable/Internet, Health Care and Pharmacy, along with achieving functional expertise in Customer Care, Vendor and Project Management, Call Center Implementation, Product Management and Training, Johnny has gained a broad array of multi-faceted experience. From an Education standpoint Johnny has earned advanced degrees in Business, Education as well as a master’s Certificate in Project Management.

John is an articulate communicator and strategic thinker that is committed to exceeding corporate and customer expectations. With a diverse background and extensive experience in the executive roles of a contact center, John enjoys the challenge of transforming underachieving organizations into top performers.

The broad experience John has gained in multiple industry groups and his success in managing large scale operations and projects has equipped him with the unique ability to analyze operations, provide expertise to improve those operations and the ability to project manage telcom and other complex initiatives.

John Brasell

CONSULTANT

720.441.4843

With 35 years of valuable contact center and telemarketing industry experience, John’s expertise includes operations management, customer service, telemarketing campaign management, script & call guide development, representative and supervisory training, data/report analysis, trend analysis, and work process re-engineering.

John’s innate desire to influence, educate, and guide his clients is apparent in his uniquely steadfast approach. He understands that the consultant-client relationship is a two-way street, which is why he takes the time to understand his clients’ challenges so that he may develop effective solutions. He is committed to providing his clients with productive counseling and leadership through identifying areas of improvement and implementing tactical action plans.

The first half of John’s career was in the financial services industry where he developed and managed customer service and telemarketing centers. He has developed internal call centers, completed in-depth call center assessments and operational reviews, resolution of call management issues, interim operations management, development and management of RFPs, and management of customer acquisition and retention inbound and outbound telemarketing programs.

John Welsh

CONSULTANT

267.481.0355

Samantha has 25+ years of experience as an entrepreneur in diverse business sectors such as loan origination, real estate, inbound/outbound/auto-dialer, Medicare/Medicaid, and consumer transportation coordination. She possesses a strong background in customer experience, business plan development, funding marketing, account management, and project management including managing P&L’s, streamlining operations, and generating profit.

Samantha’s meticulous approach has defined her “The Architect” with her colleagues and clients. She excels at identifying efficiencies for client needs through a comprehensive discovery process, and determining opportunities to expand business, best practices, and ROI opportunity. She is passionate about building effective and individualized solutions, meeting, and exceeding project expectations, and leaving her clients with a profitable business.

Samantha has advised many clients on ways to increase their productivity by utilizing modern technologies such as integrating CTI, ACD, call monitoring and workforce management solutions. She has developed training curriculum and quality monitoring strategies to ensure that her clients met their service levels.

Samantha Garcia

CONSULTANT

602.418.7745

Shawn has extensive experience working in executive roles as a leader of change initiatives that drive sustained value into high growth companies. Most recently, he worked at IWG and was responsible for all global service center activity, which included inside sales, operations and customer service functions supporting 45+ languages in 120 countries.

Process-focused operating and sales executive with record of success leading implementation of change initiatives that realize significant and sustained value for high growth companies. Strong systems thinker who inspires teams through personal leadership and fosters culture of accountability.

As managing director of operations, Shawn conceptualizes business development plans, leveraging both quantitative and qualitative data to propose and evaluate business impact and transformation opportunities. Formulate and implement successful, repeatable processes to generate pipeline and global sales. Build meaningful relationships, set unified direction for team and instill high standards of excellence organization wide.

Shawn Yerkes

CONSULTANT

773.412.3796

Wayne has been in the contact center industry for 30+ years with experience in leading such teams as Workforce Management, Operations, Client Services and Project/Program Management. He has a strong background in project management and program development leading cross-functional teams including vendors as well as internal stakeholders. He specializes in the implementation of leading edge technology to improve customer experience and gain efficiency.

Wayne’s thorough and meticulous approach stems from his extensive project management background. He maintains a commitment to detailed documentation and clear communication with his clients and internal team members. His passion for mentorship and educating is also reflected in his approach to client challenges. He has been recognized for his team leadership skills from small groups to the full enterprise and works collaboratively with his team to achieve established goals and objectives.

Wayne has a proven track record of leading successful client implementations, technology upgrades, and reporting tool development. In his contact center career, he has overseen the management of legacy systems migration, new client implementation, office relocation initiatives, working with internal IT team and vendors to implement new apps and servers, and managing the IVR implementation for premier retailers to provider order status using automation. He has also led initiatives which resulted in improved reporting practices and advanced development of supervisory staff. Recently he helped a major quick serve restaurant chain launch a new employee feedback application with a new BPO in less than six weeks. Additionally, his efforts in the utility industry to develop a “quick response” approach to summer cycling events turned a frustrated client into a committed partner.

Wayne Barnes

CONSULTANT

425.422.6995

Liliana has over 25 years of experience in the contact center industry with years of client, account management and operational experience across multiple industries and geographies including LATAM, European and N.A. markets. Her expertise across contact channels as well as her knowledge of best practices for people, processes and technology leads to innovative recommendations to improve employee and customer satisfaction, quality, and reduced costs.

Liliana is a forward-thinking, results driven bilingual leader who thrives in fast-paced environments requiring high analytical skills. Liliana can translate complex requirements across diverse stakeholders from agent level to IT developers to the C-Suite. She approaches projects and problems using project management and DMAIC methodologies to analyze your processes end to end and find long lasting improvements to customer satisfaction and employee satisfaction, while reducing costs.

During Liliana’s 25-year career, she has gained experience in the BPO industry on both the client and vendor side providing unique insights on vendor selection, contract negotiation and RFP development. As part of a BPO company, Liliana led sales, implementation, and account management teams for over 15 clients representing 27.5 M in annual new sales and 18 M in annual account management. As a client for over 8 years Liliana was responsible for a direct sales channel that generated 130 M in annual revenue. Liliana’s experience covers operational areas as well technology, project management and process improvement.

Liliana Cortes-Suggs

CONSULTANT

(813)-481-0155

Maurice has over 25 years of Call Center Sales and Operations experience. Prior to joining the American Insurance General Company (AIG), Maurice served Main Street Bank as the Vice President of Call Center Sales and Operations. Additionally, Maurice served American Express by starting up and then leading a Sales and Service Division of 130 people with revenue reported earnings totaling over $606M.

Maurice is a highly focused, pragmatic and result oriented professional, adept at streamlining processes to enhance operational efficiencies clubbed with cost control and revenue generation. He consistently meets and exceeds targets, conducts comprehensive analysis and offers high level advice to senior management. He has an eye for detail and is adept at handling issues backed by data analysis. He is a Certified Six Sigma Black Belt and technically proficient; deft at delivering programs & projects within budget and predetermined timelines while working in a high-pressure environment. He demonstrates exceptional interpersonal skills, motivates and inspires team to deliver outstanding outcomes for client satisfaction.

Maurice's performance earned him “The Chairman's Award for Quality”. Maurice has shared his success with similar results across many companies and industries. Some of those include, The Area Vice President of Member Solutions for Peoples Trust Federal Credit Union, managing (450+ staff) in the Call Center Sales and Operations Division of Innovative Consultants as the Site Manager, serving Plan Administrators, Financial Advisors and Clients for advice on assets regarding Mutual Funds, Investments and Annuities and onboarding retirement plans (403(b), 401(k) NQDCP, 457(f) (b), etc.) for strategic groups at AIG, Subject Matter expert for Plan Sponsor, AIG Financial Advisor and AIG Internal Business Partners with issue at the Group Level.

WILLIAM MAURICE WILKINS

CONSULTANT

281.386.5762

Francine has over 25 years of customer service with 15 years in contact center and operations management. She is a Certified Professional Coach and combines these skills to create and develop leadership teams that are focused on improving efficiencies, staff development and exceptional customer service. She is skilled in determining the root cause of issues, solving problems, and coordinating logistics that lead to organizational success.

Francine brings her high energy and enthusiasm to the teams she works with. Her commitment is to ensure client satisfaction, process improvements and create a positive work environment where team members feel heard and feel they are part of the solution. She believes this begins with engaged and motivated leadership.

Francine has experience in customer service, leadership development, strategic planning, process improvement and implementation. She has the experience of being part of a start up and brought processes and procedures from ground zero to startup. She has also worked with established companies to collaboratively document processes and procedures, train staff, mentor leaders and create efficiencies to meet operational objectives.

Francine Tirrell

CONSULTANT

Andrew is a dynamic Sales Leader with 8 years record of achievement and success, driving revenue growth while providing visionary sales leadership in highly competitive markets. Through his career, he has become adept at overseeing a wide variety of operational and fiscal responsibilities to ensure optimal business performance and realize significant revenue enhancements. He is a respected operations leader and relationship builder recognized for aligning owner and operator interests to amass profits, stabilize value, strengthen brands, and empower high-performance teams.

Andrew has continuously demonstrated outstanding excellence managing teams and driving organizational growth and profitability in diverse industries. He is a quality-focused operational driver who elicits top performance through staff mentoring and excellent training—known for re-evaluating current practices, identifying ineffective processes, and managing/pushing teams outside their comfort zones to achieve unprecedented results.

Andrew has expertise in B2B sales, account management, direct sales & marketing, product training and placement, and Leadership. Beyond sales, he has directly trained/developed many employees and managers, and has shown himself capable of motivating and organizing his teams to achieve key metrics and best in class customer service experience while meeting/exceeding sales performance goals. His growing management experience skill set has allowed him to think beyond the boundaries, test his analytical abilities & business acumen to come up with innovative solutions to some of the most perplexing business problems. His established success in effective interaction and leading top-performing teams positions have led him to making great strides and significant contributions in every position he has held.

Andrew Strand

(763) 370-2347

William is an innovative thought leader and strategic customer service operations manager with over 20 years of experience in leading transformation initiatives, including hands-on support with team building, coaching/mentoring, and performance management.

William has extensive expertise leading transformation initiatives, including new technology implementations, outsourcing/offshoring programs, and mergers/consolidations. In addition to his strategic leadership experience, he also employs a hands-on approach to coaching and educating frontline personnel and other relevant staff on contact center operations best practices such as KPI management, implementation of a performance-driven culture within the contact center, etc.

William has a demonstrated track record of achievement in change management, team building, business process development and reengineering, project management, Q1/ISO certification, RFP/RFQ/RFI/LOI, contact center operations, vendor relations, workforce management, quality assurance, and Six Sigma. He is adept at balancing business requirements with employee needs to drive bottom-line performance. He also has proven aptitude for implementing effective solutions to enhance customer experience and increase revenue.

William Beatty

(704) 968-5505

Stan is a solutions-focused Senior Executive with 35+ years of experience and a proven record of success in delivering business process improvement and end-to-end operational leadership within the global inside sales and BPO space.

Stan has the proven ability to improve the customer experience as a strategic business partner, while working collaboratively within different levels of an organization helping to drive positive results. In addition to being a successful big-picture leader, Stan is also an experienced manager of talent with the ability to identify, select, develop, train, retain and manage a high-performing team. His collaborative spirit as well as his excellent communication and relationship-building skills allow him to gather and impart information effectively across all management, department and discipline levels. He is an enthusiastic problem-solver with the keen ability to rapidly assess diverse situational challenges, develop action plans, and lead teams to meet or exceed targeted goals.

Stan has demonstrated experience and subject matter expertise in operations, strategic planning, business expansion, and organizational design. He is a visionary leader and skilled strategist who transforms strategic plans into workable solutions and benchmarks performance against key operational targets/goals. He is a highly capable change agent who consistently refines and revitalizes strategies and procedures, skillfully introduces innovation, designs change, and facilitates solutions-driven team collaboration.

Stan Odachowski

716-270-7631