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OUR
CORE
TEAM
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We are
responsive to your needs and we will
tailor our services to your
particular situation. |
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• We bring
objectivity and impartial judgment
to the problems and opportunities
you face.
• Our team has the breadth and depth
of knowledge, skills and experience
to deliver practical solutions.
• We are committed to meeting
project deadlines …1st time, every
time…and managing timelines and
resources necessary to accomplish
this task.
• By keeping our overhead costs low
and using highly qualified analysts,
we add value in significant
proportions relative to our fees. |
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Dick Valentine
President & CEO
Senior Principal Consultant |
Dick
Valentine leads the Valentine
Management Group, Inc., a consulting
firm he started over seven years
ago. Valentine has directed and
consulted with organizations
regarding human resources
strategies, process reengineering,
call center implementations and
business operations improvement.
Prior to his consulting career, Dick
was the Chief Administrative Officer
for TELESIS Solutions, where he was
responsible for all administrative,
financial and regulatory functions
needed to support their CRM
operations. He also served as Vice
President of Human Resources with
HomeSide Lending and Director of
Global Call Center Implementations
with AT&T.
Valentine started his career in the
telecommunications industry in the
early ‘70s as a microwave radio
engineer and progressed through the
management ranks. He has held
positions of leadership in
operations, engineering, business
planning, project management and
human resources. He has successfully
led technical and non-technical
teams in his career with outstanding
results.
As a member of the Project
Management Institute (PMI) and the
Society of Human Resource Managers (SHRM),
Dick has shared over 25 years of
human resource, engineering and
customer service expertise with
clients and others through
interventions, association meetings
and conferences. His work in contact
center implementations and labor
relations has been noted in trade
articles as well as the Wall Street
Journal.
Valentine earned a Bachelor of
Science degree in Electrical
Engineering from the Virginia
Military Institute and a graduate
degree in Collective Bargaining from
Cornell University. |
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Donna Williams
Vice President & COO
Senior Principal Consultant |
Donna Williams is an accomplished
contact center and training
executive and serves as Valentine
Management Group’s Chief Operations
Officer. Williams brings over 15
years of experience in leading
change through process
reengineering, metric controls and
instructional design methodology.
Williams previously served as Vice
President, Training, Quality and
Instructional Design at Convergys
Corporation where she had
responsibility for contact center
training delivery, instructional
design and transaction monitoring in
North America, Europe and Asia.
Donna designed and implemented a
state of the art integrated training
delivery system that provided the
capabilities of delivering a high
quality simulated training
environment for “best in class”
Communication and Culture training.
She is certified in Instructional
Design and Development, as well as
Training Delivery.
As Director of Client Services
Support at AT&T American Transtech,
Williams established and led the
first cross functional team
responsible for the evaluation of
all new business opportunities to
ensure that the client requirements
were operationally viable and the
resources were available for
implementation.
Williams earned her Bachelor of
Science degree in Chemistry from
Hollins University, and a Masters of
Science degree in biochemistry from
the University of Virginia. |
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Elizabeth Valentine
Director – Creative Design |
Elizabeth Valentine is responsible
for the design and delivery of
multi-media presentation and
training documents and materials.
With more than 5 years of
experience, Valentine is a creative,
enthusiastic, and resourceful media
specialist with a diverse background
that includes classroom instruction,
visual art, graphic design and
journalism.
Prior to joining Valentine
Management Group, Elizabeth was a
Layout Designer and Photojournalist
for Entertaining U, a weekly
entertainment magazine, where she
designed page layouts and wrote
articles for the music and arts
events covered by the magazine. As
Art Director for Pink! Magazine she
was responsible for layout and style
of the magazine. Her advanced
understanding of curriculum
development and a mastery of design
elements have contributed to the
continued success of the Valentine
Management Group’s vision for
instructional design.
Valentine earned a Bachelor of
Science degree in Communications
from the University of North Florida
and instructional certification from
the State of Florida. |
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Amy Buttery
Principal
Consultant – Training, Instructional
Design, and Performance Analysis |
Amy
Buttery is responsible for technical
training design and delivery as well
as Performance Analysis in the
contact center environment. With
more than 16 years of experience in
employee training and organizational
development, Amy has used her
technical knowledge and her creative
and innovative approach to help
clients achieve their goals.
Buttery served as Director,
Training, Quality, Instructional
Design and Performance Consulting at
the Convergys Corporation. In this
role she was responsible for
technical and customer service
employee training and performance
improvement services for Fortune 500
clients. Amy has implemented global,
multi-tiered Train-the-Trainer
programs with specific tracks for
technical, customer service, and
industry specific trainers.
Buttery’s experience includes major
training efforts for new product
launches for companies such as
Microsoft, Cisco, FedEx, Juniper,
Yahoo!, and American Express.
Buttery earned a Bachelor of Arts in
Human Relations and Organizational
Behavior as well as her MBA from the
University of Phoenix. |
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Kathy Jones
Principal Consultant – Operational
and Project Management |
Kathy Jones is primarily responsible
for executing operational excellence
for a variety of Client programs.
Through a variety of roles and
positions, she draws upon over 15
years of business experience in
managing large teams, negotiating
contractual terms and conditions,
and developing a continuous
improvement environment.
As a Director at Convergys
Corporation, Kathy was responsible
for in Business Development/Sales
Support, with a primary focus on
client-driven proposal and business
capture activities. Jones also has a
successful track record in all
operational competencies including
achieving metrics, managing P&L’s to
budgets, leading teams of people
(management and non-management),
cultivating Client relationships,
creating and delivering
presentations which are valuable to
client satisfaction.
Jones holds a Bachelor of Science
degree Mathematics and Biology from
Limestone College. She is also a
certified Six Sigma Green Belt. |
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Maria Luisa Ros
Principal Consultant– Communications
& Culture |
Maria Luisa (Malu) Ros is
responsible for communication skills
development and training focusing on
English as a second language
methodology. Ros is a Learning and
Development Executive with more than
ten years of experience with an
in-depth organizational diagnosis
and development background.
Ros served as Executive Director,
Global Training for neuroLanguage
Corporation were she was the contact
center and global training solutions
expert specializing in English
language training. As Director of
Global Communications & Culture
Training for Convergys Corporation,
Malu led an organization,
responsible for recruiting, hiring,
and training of over 200 trainers
and communication coaches, 14
Managers, and 4 Senior Managers
across 14 different sites in India
and in the Philippines, sharing an
inclusive vision that leveraged both
global and local strengths. Her
consultative skills helped maintain
cross-border relationships, while
mentoring the multi-cultural
management team in cultural
sensitivity and people skills.
Ros earned a Bachelor of Arts degree
in English, with honors, from
Colegio de la Inmaculada Concepcion,
Cebu City, Philippines. She also
holds a Masters of Arts in
Literature and a diploma in Human
Resources Development from Ateneo de
Manila University, Loyola Heights,
Quezon City, Philippines. |
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Our Strategic Partner
Jon Cordova
Chief Operating Officer - SIVOX |
Mr.
Cordova leads the SIVOX organization
and is focused on developing growth
initiatives and customer acquistions.
He served as Vice President of
Worldwide Sales for eTalk, a leading
Quality Monitoring solution company.
With more than 20 years of
experience in the telecommunications
and high-tech industry, his
extensive experience in the contact
center market includes building
solutions, operating centers as well
as selling solutions to top tier
clients, which made him a strong
leader in eTalk's senior management
team.
Prior to joining eTalk in 2001,
Cordova was the senior business
development director of IP
applications at Lucent Technologies.
While at Lucent, he managed seven
directors and focused on channel
development activities such as
recruitment, development and ongoing
management. Before working with
Lucent, Cordova was the sales
manager for global business
communications systems at AT&T,
where he increased revenue by 140%
and was recognized as a top
performer every year. Adding to his
pool of talents, Cordova has a
strong background in quality
assurance and has been the lead
examiner, judge and supporter of the
Malcolm Baldrige Quality Award
submissions at AT&T/Lucent - the US'
most distinguished participant. As
part of Bell Labs, he was selected
as a Lead examiner for the
prestigious President Quality Award.
Cordova holds a bachelor's degree in
business economics from the U.C.L.A
and participated in the University
of Michigan's executive education
program for management leadership.
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11111-70 San Jose Blvd., Suite 167
Jacksonville, FL. 32223 USA
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(904) 425-5705 Phone & Fax
E-Mail:
info@thevalgroup.com |
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