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Resume of MEM, Ph.D.
Consultant

EXPERTISE AND SERVICES

Call Center Management Expert, Call Center Research Specialist, Call Center Industry Consultant, Customer Service Operations Consultant, Forensic Investigation and Analysis, Expert Witness Testimony, Consulting Services
Expertise in call center management, strategic research, leadership, and execution of customer service in the call center industry.

This KKAI associate lists numerous publications on the call center industry addressing key skills and techniques in assessing and implementing effective management practices to maximize human and capital resources. An on-going goal is to help call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center.

This associate also offers expertise relative to organizational culture, business and economics research, tourism research, thermogeopolitics, national security studies, rural development, global policy and development, virtual learning and virtual communities, call center outsourcing, technology policy and development, national and international marketing, and more

PRINCIPAL INDUSTRIES SERVED
Call Center, Education, Legal, Financial, Tourism

EDUCATION
Ph.D., Geography, Political Science, Economics, University of Cincinnati
MS, Geography, History, Texas A&M University
BA, History, Geography, Texas A&M University

PROFESSIONAL EXPERIENCE
Consultant, Kevin Kennedy & Associates, Inc.

Providing expertise in call center management, call center research, call center industry consulting, customer service operations, forensic investigation and analysis, expert witness testimony, and related expertise to a wide variety of clients.

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Case Studies

Director, Call Center organization

Created marketing plan and strategic partnerships for revenue generation. Increased membership by 70% over eight months in founding membership year. Published quarterly strategic state of the industry reports and newsletter. Launched call center conference-successful in net revenue.

Director, Call Center Research Lab, major university

Led research teams’ efforts in national strategic call center data collection and analysis. Acquired funding for center operations and expansion, from zero to over $120,000 in operations in 1 year. Provided strategic planning for research growth and launch of call center demonstration site.

President, research consulting firm

Provided strategic planning, evaluation, and execution of call center/customer service operations. Provided expert witness testimony for call center cases. Measured performance to ensure return on investment in both cost and revenue centers.

Assistant Professor, Department of Political Science, International Development & International Affairs, major university

Co-led the technology policy and development team. Created and led three international overseas research trips to examine business and IT services (France, Ireland, and Belize).

Director, International Development Program, major university

Was responsible for growth of program by 500% in three years. Created and led national and international marketing efforts. Increased revenue by 50% to $1 million per year. Created research teams to focus efforts into core competencies to improve program production.

Interim Director, Center for Community and Economic Development, major university

Assistant Professor, Department of Economic Development, major university

PROFESSIONAL AFFILIATIONS
National Association of Call Centers (NACC)
Association of American Geographers (AAG)
National Council on Geographic Education (NCGE)
Society for the History of Technology (SHOT)
Institute of British Geographers (IBG)
Canadian Association of Geographers (CAG)
Graduate Student Governance Association for Geography

PUBLICATIONS
Author of numerous articles and reports focusing on the call center industry, and many research presentations on the customer service and the call center industry. Numerous publications related to call centers, the call center industry, call center research, organizational culture, business and economics research, tourism research, thermogeopolitics, national security studies, rural development, global policy and development, virtual learning and virtual communities, call center outsourcing, technology policy and development, national and international marketing, and more.

Please note that this is an abbreviated CV. A fully detailed unabridged CV is available under special circumstances.

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Kevin Kennedy & Associates, Inc.
Rapid Response Engineering® Solutions
3905 Vincennes Road, Suite 320
Indianapolis, Indiana 46268
(317) 536-7000 voice
(317) 536-7220 fax

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