Chad McClennan is President and CEO responsible for setting and managing company direction while collaborating with clients and project teams alike. He enjoys helping set "customer strategy" and design and deploy innovative and effective customer experiences.

Chad has specialized in analyzing and redesigning customer operations and interfaces for nearly twenty years. Chad has helped lead engagements at more than 70 companies and organizations across various industries that involve call center, web, print and face to face customer interactions. Chad has written several articles, is often quoted and participates in industry conferences.

Prior to founding TCG in 1999, Chad served as the Senior Manager leading Arthur Andersen's Integrated Customer Solutions practice in the US. In that role, Chad led the companies largest engagements nationwide at several Fortune 500 companies.

He earned a bachelor's degree from Middlebury College and a Masters in Management from Northwestern University's Kellogg School of Management.

Barbara has extensive customer service, program management and financial analysis experience. She has held several primary managerial positions over many large transformation initiatives involving customer service and technology. Barbara has also been the lead project manager for major customer service strategy development and implementation efforts for companies and organizations such as the Centers for Medicare and Medicaid Services (CMS) and AT&T's Broadband and Internet Services business unit.

Heidi has 12 years of management experience in the financial services industry and has also spent over a decade in consulting, focusing on strategy development and large-scale organizational change. Her consulting expertise includes large program management, qualitative and quantitative customer research and analysis, web experience and application implementation, call center assessment and development, and overall customer experience design.

Prior to joining The Customer Group, Heidi most recently was a member of the Executive Management Team at Wells Fargo Home Mortgage where she held leadership positions for seven years. These roles included building and managing capabilities such as project management and process design, implementation, roadmap development, customer performance measurement and reporting, communications, and change management. She also built the eBusiness Group and the internet production channel, which experienced dramatic growth under her leadership. Before joining Wells Fargo, she spent five years in the Consumer Banking group at Bank One, where she was responsible for change management and communications and for customer service strategy development throughout the nationwide network of retail banking centers.

Heidi holds a Bachelor's degree from Valparaiso University and her Master's degree from the University of Utah. She is also a Certified Public Accountant.

Michelle has more than 15 years of both operational and consulting experience in working with customer-facing organizations focused on customer strategies, contact center strategies and operational assessment and implementation, online customer interaction strategies, outsourcing planning and transition, consolidation and cost management, financial analysis and project and change management. Michelle has both international and domestic experience working with Global 2000 clients across several industries including Hi-Tech manufacturing, eCommerce B2B and B2C, Automotive, Financial Services, Healthcare, Insurance and Consumer Services.

Prior to joining The Customer Group, Michelle was the CRM Director for fob, Inc. responsible for the Enterprise Customer Strategy where she led and managed the design, development, and implementation of the fob.com CRM initiative. Prior to joining fob, Inc. Michelle was with Electronic Data Systems (EDS) for ten years, where she held positions within their Customer Relationship Management business line leading both international and domestic client work for CRM enterprise initiatives, contact center operations, account management and new business development.

Michelle earned a Bachelor of Arts degree from Saint Mary's College, Notre Dame, IN.

Joe has 20 years experience overseeing specialized consulting engagements in a variety of industries. Prior to joining The Customer Group, Joe was previously a Senior Managing Director of Navigant Consulting, Inc. As one of the original team members involved in the earliest stages of forming the company, Joe helped guide Navigant to becoming an international entity with 1,700 consultants worldwide. Navigant provides a broad range of consulting services. Clients include Fortune 100 companies; several large investor-owned utilities, gas distribution companies and the largest local exchange telecommunications companies in the United States.

John has 20 years experience designing and implementing IT solutions across a broad range of disciplines including enterprise application design and implementation, infrastructure design, implementation, and management and enterprise architecture. On the infrastructure side, John has designed, implemented and integrated products from Avaya, Cisco, Genesys, and numerous others.

John has also designed and implemented enterprise application solutions in a variety of industries using both custom built and packaged solutions from Oracle (Siebel and PeopleSoft), SAP, BAAN, Clarify/Amdocs, ePiphany, host-based applications, Remedy, Vantive, and many others.

John served in the U.S. Navy for 10 years prior to joining MCI Communications where he worked in MCI’s Systems Integration Lab and MCI Developer’s Lab prior to entering consulting in 1995.

David has more than 10 years of interactive agency experience as a designer, developer, and creative director. He has led and mentored cross-disciplinary creative teams in user experience projects and interactive advertising campaigns. He offers creative expertise from copywriting through design and production.

He has designed and directed teams on some of the world’s most recognized brands and currently provides creative direction on web design and development projects, brand identity, search engine optimization, software UI design, and marketing collateral.

David received his Bachelor of Fine Art in Design from the University of Notre Dame.

Kris has 20 years of business process management experience focused on operational optimization, business transformation and strategy, and transition/integration management. She has developed customer service, sales and client management experience across multiple industries and geographies serving clients predominately in the Fortune 1000. Prior to joining The Customer Group, she was most recently focused on M&A activities in the commercial BPO sector.

Kris received her Bachelors from Michigan State University graduating with a Materials and Logistics Management degree with a dual concentration in Purchasing and Physical Distribution/Transportation. She has also participated in corporate sponsored Executive development, Selling Essentials, Revenue Storm, and a financial management series (co-developed with Wharton School – PA).

David has 14 years of business process and project management experience focused on customer operations and customer experience. David has been involved in small and large scale customer strategy, customer service and sales oriented engagements. David also brings project management experience across multiple industries and geographies serving clients predominately in the Fortune 1000. Prior to joining The Customer Group, David consulting with both IBM Global Services, Bearing Point and Arthur Andersen. David was also an Executive Director at Teletech Holdings, a leading managed services provider delivering call center and business process outsourcing internationally.

David received his Bachelors degree and Masters degree in Business Administration from Texas A&M University.

Jane has been actively consulting on all aspects of contact center management for more than 20 years and is passionate that it is the people who interact with your customers that ultimately determine your organization’s effectiveness and ultimate success. Her first hand, practical experience combined with an entrepreneurial spirit has been an asset to domestic and international clients in retail, government, health, entertainment, utilities and telecommunications.

Her focus is the design, delivery and implementation of Learning and Developmental Programs and Performance Management and Quality Assurance Initiatives that bring out the best in people through training, coaching and the implementation of best practices. Jane’s clients appreciate the fact that she takes the time to learn their business to ensure that their call center activities and processes are aligned and complement the organization’s strategic goals and objectives.

Jane earned a Bachelor’s degree from Carleton University and a Certification in Human Resource Management from Humber College.

With more than 25 years of contact center consulting experience, Deborah has assisted clients in Canada, the US and Latin America, with strategic planning, design, implementation and optimization of sales, marketing and customer service contact centre operations.

Deborah specializes in operational and human resource issues specifically in the areas of the performance management and measurement and developing performance improvement strategies. She has conducted many in-house training programs and is also a featured speaker at many contact center conferences in Canada and the U.S. on the topics of Performance Management for Contact Centers, Best Practices for Contact Centre Management and Quality Monitoring for Contact Centers.

Prior to joining The Customer Group, Deborah was a Senior Business Consultant for a major Canadian telecommunications company with a specialization in the financial, manufacturing and utility sectors. She assisted a variety of Fortune 500 organizations in determining their sales and servicing needs and providing creative telecommunications solutions.

Deborah received consulting certification by C.C.M.A. (Contact Center Management Associates) in the area of Contact Centre Performance Measurement and Management (Qualitative and Quantitative) and also for conducting Contact Center Operational Assessments.

Shannon has over 20 years of operational experience within contact centers, focusing on all aspects of delivery including administration, financial management, training and quality analysis, workforce management, process analysis and improvement, performance management and reporting, outsourcing and new business implementation.

In addition, she has been a Customer Operations Performance Center (COPC) Registered Coordinator since 2002. Prior to joining The Customer Group, Shannon most recently worked for EDS where she held leadership positions for 15 years providing support to both privately- and publicly-held clients serving the automotive, financial, high-tech, publications, communications and retail industries.

Shannon earned a Bachelor of Science from Oakland University, Rochester, MI.