Keith Fiveson

Current

CEO, Founder at ITESA -Global Management Consultants

Past

Managing Director/VP Global BD at CosmoCom, Inc.
Director Call Center Consulting/Solutions at Concert Communications
Director Call Center Solutions at MCI Telecommunications

Director Sales & Marketing at Ring Response

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Education

Fordham University - Graduate School of Business Administration
St. Peter's College
The New Seminary

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Recommended

16 people have recommended Keith

Connections

500+ connections

Industry

Management Consulting

Websites

Keith Fiveson’s Summary

A driven communications, customer care, operations, transformation consultant. Helping clients develop people, using convergence based technologies to brand, expand and optimize the customer experience globally.

A focused leader, insightful visionary and coach, to develop strategic initiatives, enhanced performance, efficiency and effectiveness in people and the connection points that matter most to them.

Experience and areas of interest:
People:
* Global Sourcing - call centers, back office
* Social Media Web 3.0
* Training, Coaching, Supervising, Leading
* Emotional Intelligence Assessment, Coaching
* Organization Development
* Strategy and Transformation
* Research, CSAT's, Focus Groups
Convergence:
* Telecommunications (IP, IVR, Chat, SIP)
* Wireless MVNO's, MVNE's

Published in trade industry journals, Fiveson has lectured at industry conferences in Brazil, Canada, China, Egypt, Guatemala, Netherlands, India, Mexico, UK and the USA. He graduated from St. Peter's College and attended the MBA program at Fordham University. He is a member of the ATA New York Metro Board of Directors.

Keith Fiveson’s Specialties:

* Vision, Mission and Strategic Alignment
* Optimization - people, process, technology -benchmarking alignment
* Expansion, site and vendor selection - tools and methodologies
* Deal negotiation - build, buy, lease or outsource

Keith Fiveson’s Experience

CEO, Founder

ITESA -Global Management Consultants

(Privately Held; 1-10 employees; Management Consulting industry)

January 2001 — Present (8 years 7 months)

Management Consultant to senior executives expanding corporate operations globally. High level engagements impacting thousands of employees and millions of dollars of savings for companies. Critical evaluations focused on building, buying or outsourcing operations to site locations and vendors in No. America, Latin America, Asia Pacific and EMEA.
Managing Director/VP Global BD

CosmoCom, Inc.

(Privately Held; 51-200 employees; Management Consulting industry)

November 1999 — January 2001 (1 year 3 months)

Marketing, channel development responsibility for technology based platform enabling global operations using internet protocol (IP) and voice over internet protocol (VoIP). Managed a marketing unit of six people and developed contracts with British Telecom, SAIC, Marconi and other technology companies.
Director Call Center Consulting/Solutions

Concert Communications

(Public Company; Telecommunications industry)

July 1995 — November 1999 (4 years 5 months)

Global sales and P&L responsibility for a $300 million revenue plan with this British Telecom, MCI/AT&T alliance. Managed ten (10) senior consultants responsible for architecture of voice and data networks using ACD’s, IP, VoIP, IVR technologies to expand , operate and manage operations globally.
Director Call Center Solutions

MCI Telecommunications

(Public Company; 5001-10,000 employees; MCIT; Telecommunications industry)

1989 — 1999 (10 years)

Senior Consultant/Manager of Call Center Solutions team serving Corporates and Multi-National companies globally. $80 million global and national account channel program sales budget. Focus on hosted IVR and network services, to include call center optimization, expansion and management of remote agents using IVR, VoIP, Voice, Data, CTI, Network ACD. Account legacy included Citibank, Chase, Time Warner, American Express, Merrill Lynch, Guardian, ABC, Compaq, Aetna, and others.
Director Sales & Marketing

Ring Response

(Outsourcing/Offshoring industry)

1986 — 1989 (3 years)

Managed National Accounts, for this call center, service bureau. Generated increase in sales by $20 million per year, focused on dealer locater, catalog sales, order taking, customer service programs. Clients included Panasonic, Smithsonian Institute, Bonwitt Teller, B. Altman's, Hanover House, and multiple other accounts

Keith Fiveson’s Education

Fordham University - Graduate School of Business Administration

Attended for MBA , Communication , 1992

MCI Telecommunications, Executive MBA program

Activities and Societies:

Direct Marketing Association, SOCAP, Alpha Phi, Omega
St. Peter's College

B.S. , Marketing & Communications , 1983 — 1985
The New Seminary

Ordained Interfaith Minister , World Religions and Multicultural Ceremonies

* Ordained 2003, St. John the Divine, Ordained Interfaith Minister

Activities and Societies:

Member of the Interfaith Council and New Seminary Alumni

Additional Information

Keith Fiveson’s Websites:

Keith Fiveson’s Interests:

People, Technology, IQ and EQ, Fly-Fishing, Globalization, Interfaith, Unity, Spirituality, Ancient Wisdom, Lost Civilizations, Philosophy, Psychology, Myth & Religion, Singing, Music, Movies, Yoga and Dance.

Keith Fiveson’s Groups:

American Teleservices Association, Society of Consumer Affairs Professionals International, Direct Marketing Association, Interfaith Council of New York,