Ken Buckner
Partner Consultant
USA, Latin America
Ken is a veteran call center professional with extensive airline call centre expertise. Ken was involved with the integration of Delta and Northwest Airlines call center systems and all the applications involved in the call routing, performance measurements and quality monitoring of the call centers.
He spent the first 14 years of his career with Delta Air Lines working at virtually all areas of the airport operation. Most of the time was spent in Customer service including time as a supervisor, trainer and special agent in charge of handling customers with special needs.
He spent the last 13 years supporting Delta Air Lines reservations department at their General Offices in Atlanta. The last 10 years were spent as a telecommunications specialist. His job responsibilities included creating and maintaining call routing for Delta’s 9 domestic and 5 international centers as well as 4 outsourced centers. While I assisted with the conversion of all the worldwide call centers, Ken was the project manager and solely recreated the call routing for Delta’s Tokyo and Santiago call centers.
Ken is proficient in technologies such as:
Aspect
Nuance
Witness
BRIO (Hyperion)
Symon Vista
One of Ken’s greatest accomplishments was the creation of a new call center in Santiago Chile. He represented his group and was responsible for locating and contracting toll free service throughout Latin America as well as programming all the call routing for that center. That call center now serves 20 countries throughout Latin America plus the USA.
Rosemary Rein, Ph.D
Partner Consultant
Costa Rica, Latin America, South America
Rosemary is a seasoned HR and training consultant. She is also an international author, speaker and a certified professional business and life coach. Rosemary is the Author of "Go Wild! Survival Skills for Business and Life" and a new book, "Blueprint for Success" with 7-Habits Author, Dr. Stephen Covey and 1-Minute Manager Author, Ken Blanchard. Rosemary has been featured in the New York Times, Washington Post and Successful Meetings Magazine and is a member of the National Speaker's Association and the American Society for Training and Development. Rosemary has served as a Faculty member of both Park and Rockhurst Universities and is a Guest Lecturer for the International Creative Problem Solving Institute. She has a Ph.D in Human Resource Development and is a frequent contributor to business journals on "Business and Non-Profit Best Practices".
Her key areas of expertise include:
Corporate planning
Personal development
Human Resources
Developing performance culture
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