Speakers

Michael Amigoni
CEO
ARO Inc

Michael Amigoni, Chief Operating Officer, ARO Inc., has managed operations and information technology at ARO's Contact Center for 12 years. He is the head architect of ARO's remote business model and will share with you some of the strategies of designing a successful remote call center and how the right technology can have major impacts on your organization in many positive ways. Michael has an MBA from University of Illinois at Chicago. ARO specializes in business process outsourcing for sectors such as insurance, healthcare and customer relationship management.

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Monica Mejia
Director, Client Services
Ensenda

Monica Mejia joined Ensenda, the leading national same day delivery service provider, in 2001. In her role, Monica is responsible for all customer support operations, as well as management of customer implementations and service expansions. Prior to Ensenda, Monica served as Director, Customer Service Operations for Webvan, an on-line grocer. She also spent nine years with MCI WorldCom in various financial, operational and strategic management roles with MCI's consumer and small business customer service organization.

Moderator

Tim Houlne
Chief Executive Officer
Working Solutions

Mr. Houlne has more than fourteen years' experience in the teleservices, technical support, and warranty management industries.  As Chief Executive Officer of Working Solutions, he has been one of the driving forces behind the consistent, structured growth of the virtual service company of more than 16,000 remote agents.  He takes a hands-on approach to the day-to-day work of maintaining current clients, as well as establishing new foundations of business solutions.  Mr. Houlne was the Vice President Sales and Marketing for GE TechTeam, where he led a group of officers through the development of products and services that focused on inbound contact centers offering technical support and warranty management services.   He also spent more than seven years with West Teleservices, where he managed solutions for Fortune 500 companies. In 1989, Mr. Houlne co-founded Connect Services, an exclusive marketing agent for Sprint long distance services to the cellular industry and one of the first companies to offer equal access to individual cellular phone users through a nationwide network of cellular agents.  Mr. Houlne holds a BSBA in management and an ASBA in banking and finance from Missouri Western State University.