Mr. Yingling has over 38 years of professional Insurance industry experience. His entire career has revolved around particularly in the of Life Insurance Home Office Management area. He recently retired from Jefferson Pilot Life Insurance Company as the as the Manager Client Services.
He has been a manager of Sales Illustration Software & PC Systems Help Desk where he has been effectively managing IT Systems Support Staff. He was a Project Manager for Sales Illustration Software Development for Mainframe, Handheld, and Desktop Computer Systems.
He has managed Commission compensation plans, and Contracting of Agents, General Agents and Brokers, Licensing back office of an NASD broker dealer company.
Mr. Ghoneim has some nine years of professional experience and has worked for some major companies like ECAMPUS.COM INC., ORACLE CORPORATION, MAXIM GROUP, OGDEN TECHNOLOGIES, ALLTEL INFORMATION SERVICES.
He has proven hands-on expertise in all phases of the software development lifecycle from conception to completion. He has demonstrated expertise in e- Business and B2B Infrastructure and Consumer Payment Protocols. His has a wide range of technical expertise in the following areas: Verisign Digital Certificates, Telecheck online Payments, ASP Upload, and Map-Quest Online Services, Data Modeling/Data Security, Functional/Technical Documentation, Product Conception, Design, & Development, Client Training and Relationship Management, Web/E-Commerce Design & Development, Troubleshooting & Customer Support, Troubleshooting & Customer Support, Design of Graphical User Interface, Problem Assessment/Solving, Productivity Improvement.
Over twenty years experience providing consulting, professional services, project management and training to customer and technology support call centers in North America, Europe and the Middle East. Mr. Murtagh was Vice-president with InterVox Group, a principal at The North Highland Company, a founder and Managing Partner of Renaissance Partners, Inc., and the Director of Research and Consulting for The Help Desk Institute. His consulting experience includes engagements in a broad range of industries including manufacturing, electronics, aerospace, non-profit sector, telecommunications, petro-chemical, retail, health care, banking, financial services, utilities and government.
He is a frequent speaker at industry conferences, and the author of numerous industry papers and publications.
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He is presently a founder and Managing Partner with Tyche Consulting Group, a management and technology consultancy focused on building long term customer loyalty through superior sales, customer service and product support operations.
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Authored the Help Desk Institutes Staffing, Scheduling and Workforce planning for the Help Desk.
Trained hundreds of support professionals in customer service skills, industry best practices and contact center operations management.
He has the following publications:
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Staffing, Scheduling and Workforce Planning for the Help Desk, Help Desk Institute, 1992.
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Workforce Management in Todays Multi-media Call Center, 2000.
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Proving Your Contact Centers ROI with Activity-based Cost Analysis, InterVox Group, Inc., 2005.
Assisted companies in the USA, Canada and the Middle East, including start-up companies, Fortune 500, government agencies and institutions of higher education, in the implementation or improvement of their IT infrastructure. This assistance consisted of assessments of present operations and recommendations for improving processes and procedures, as well as for new technology. Provided training both public and onsite in the area of customer support and ITIL
He is a Member of a team tasked with the consolidation of IT support for the 10 regional Federal Reserve Banks.
Professional Qualification:
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Post-Doctoral Study, Biomathematics, North Carolina State University, 1975-77.
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Post-Doctoral Study, Applied Mathematics & Computer Science, University of Tennessee Space Institute, 1971-72.
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Ph.D. in Mathematics, Auburn University, 1970
Publications Include:
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Getting to Know ITIL, ITAUDIT, June 2007.
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ITIL: What is it and Why Should I Care?, Global Knowledge white pager and Web seminar, March 2006.
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Speech Technologies, Support World, July/August 2002.
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Knowledge Management, Support World, May/June 2002.
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Change Management, What Role Should the Help Desk Play? Support World, April 2002.
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Identifying Your Assets and How You Are Managing Them, Support World, January 2002
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Response Tools of the Trade, Problem or Request Management, Support World, December 2001.
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Match Made in Heaven, Computer Telephone Integration, Support World, July/August 2001.
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Do you Hear What I Hear? Interactive Voice Response, Support World, May/June 2001.
