Russell is an operations leader with more than two decades of experience in a wide range of areas including expertise in call center management, performance management, customer experience/loyalty, process design, and technology. He is an advocate for defining the customer experience and loyalty, then subsequently delivering a cost-effectively desired experience as a way to help companies grow profitably. Russell is currently the Vice President, Call Centers with the Visiting Nurse Service of New York. He has also held leadership positions with Zipcar – Vice President of Member Services, OnProcess Technology – Vice President, Operations and Cross-Rhodes Management Consulting – Partner.
By Russel Onofrio
Guest Blog: The Trifecta of a Winning Organization