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DMG Consulting Announces Appointment of Contact Center Expert, Deborah Navarra

DMG Consulting Announces Appointment of Contact Center Expert, Deborah Navarra

DMG Consulting Announces Appointment of Contact Center Expert, Deborah Navarra



West Orange, NJ — November 29, 2005 — DMG Consulting LLC, a leading provider of customer-focused business strategy, operations, and technology services, today announced the appointment of Deborah Navarra as senior consultant/analyst. Ms. Navarra will conduct market research and provide consultative guidance to end users and vendors, including Fortune 500 companies, to improve the operation and performance of their call centers or products.

A 20-year call center veteran, Ms. Navarra has worked at JP Morgan Chase and its predecessor companies since 1986. She is a contact center leader who has risen through the ranks from call center representative to management roles in training, quality assurance, corporate card accounts and general management. Ms. Navarra’s responsibilities have included development and implementation of new hire training and coaching programs, agent retention initiatives, improvement of operating procedures, system enhancements and deployments, and establishment of recruitment and quality assurance programs. In her various roles, she has worked closely with numerous departments at JP Morgan Chase, including Human Resources, IT, Risk Management, Sales and Marketing.

Ms. Navarra has significant experience with contact center technology and its impact on customers. Throughout her tenure she has recommended and overseen operational and process enhancements to address clients’ needs and improve the customer experience. Most recently, in her position as Quality Assurance Site Manager, Ms. Navarra has been responsible for aligning staff activities to address service delivery and quality issues. She has also led internal contact center initiatives to ensure compliance with regulatory and internal procedures. She is a strong customer advocate who is dedicated to finding the right balance between technology and best practices to enable contact centers to deliver optimum service.

About DMG Consulting LLC

DMG Consulting LLC delivers customer-focused business strategy, operations and technology for Global 2000 and emerging companies such as Nortel, RealNetworks, J. Jill Group, Stride Rite, MCI, HBCS, and Internet Order.

DMG Consulting LLC is a registered trademark of DMG Consulting LLC, protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners.