J.R. Hardenburgh

J.R. Hardenburgh is a seasoned Contact Center executive with a proven record of driving performance gains through in-depth knowledge of Center operations, analytics, human resource issues and technology platforms. Developed best practices for multiple service operations and consulted for many contact centers in various industry verticals, primarily healthcare and financial services.

J.R. was Responsible for the contact center performance metrics supporting Medicaid contractual requirements for the 21 contact centers nationwide. Managed operations and leadership teams for select call centers during performance turnaround situations, in response to meeting state contractual requirements.

While running his own consultancy, J.R. focused on helping clients provide their customers with excellent sales, service, customer care and technical support through enhancements in relationship management, performance improvement programs and advanced customer care technology platforms.

While with AT&T Solutions, J.R. performed operational and network consulting engagements for large multi-national clients and directed the College of Call Center Excellence for 3 years. Partial client list includes American Express International, Blue Cross of MA, DirecTV of Mexico, IRS, Verizon Wireless, Royal Bank of Scotland, and British Telecom.