EW #1715  is a founder and president of  a firm that specializes in data analysis and litigation services for matters relating to call centers. He is widely acknowledged as an expert in staffing, service quality and general management issues for large and multi-location call centers.

He  was a founding partner of TCS Management Group, where he developed the company's original workforce management software product for call centers. During his 22 year tenure TCS became the world's leading supplier of contact center management software, with over 2000 customers in 40 countries.

His early career was in academia. He was a faculty member and associate dean of the Owen Graduate School of Management at Vanderbilt University. He received his bachelor's degree in electrical engineering from the University of Notre Dame and his master's and PhD degrees in operations research from Carnegie Mellon University.

Employment History

2000 - present Carrefour Research - Nashville, Tennessee.
Co-fonder and President. Carrefour Research offers consulting services and software applications for call centers.

1999 - 2000 Aspect Communications - Nashville, Tennessee.
Vice-President and Chief Technical Officer for Workforce Management. Advised on the development of the Aspect call center workforce management product.

1978 - 1999 TCS Management Group - Nashville, Tennessee.
Co-founder and Executive Vice-President. Designed and wrote the original TCS call center workforce forecasting and scheduling software. Managed software development, customer support and various administrative functions as the company grew from four to 400 employees. Sold TCS to Next, PLC in 1990 and continued to serve in management capacity. Aspect Communications acquired TCS in 1995 and absorbed all its operations in late 1999.

1977 - 1978 Putnam, ,and Bartlett - Wellesley Hills, Massachusetts.
Consultant and Principal. Performed analyses of the financial impacts of environmental controls.

1969 - 1977 Vanderbilt University - Nashville, Tennessee.
Associate Professor and Associate Dean of the Graduate School of Management. Taught graduate level statistics and operations research courses. Responsible for managing academic programs and administrative activities.

1967 - 1969 United States Army
Captain. Assigned to the National Security Agency in Fort Meade, Maryland. Performed various studies related to communications intelligence.


Education

1959 - 1963 University of Notre Dame
B.S. in Electrical Engineering

1963 - 1967 Carnegie Mellon University
M.S. and PhD. in Industrial Administration