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CVE-certified Service Disabled Veteran Owned Small Business

 

  

Leadership

John Reynolds John Reynolds, Founder and President

John Reynolds' vision for the next-generation Intervox Group grew out of 20 years' experience in the call center industry, where he developed a strong conviction that there was a better way to deliver value to clients.  His background includes planning, business development and consulting in telecommunications, technology and professional services. Since launching Intervox Group in 1989, he has helped more than 80 business clients create and/or execute strategies for enhancing customer relationship effectiveness.  He has also served as Vice President, Business Development for contact center system integrator eLoyalty and as an executive with U.S. Sprint, Wells Fargo Bank and several start-ups.

 

Mr. Reynolds is the recipient of the White House Champion of Change award for his work helping returning veterans re-enter the civilian workforce.  He is an adjunct professor in business ethics at University of California's (Davis) Graduate School of Management.  He holds a BA from Ohio State University and an MBA from Stanford University. 

George FandosGeorge Fandos, Managing Director

George Fandos has served for more than 25 years innovating with organizations, both as an operating executive and executive consultant, in the design and delivery of customer experiences that influence customer behavior and enable companies to achieve envisioned business results.

 

His work has spanned a number of industries including utilities, financial services, advanced technologies and manufacturing sectors. By doing so he is able to leverage leading practices from advanced companies to his clients. Mr. Fandos has most recently been focused on the area of cross-channel experience design and development of predictive models that quantify expected business impacts on the introduction of change into customer interactions.

 

Mr. Fandos' clients include: Entergy, AEP, SCANA Energy, CenterPoint Energy, American Express, IBM, Maytag, General Electric, Citicorp, UPS, Bank of America, Blue Cross/Blue Shield, Kaiser Permanente, and the American Cancer Society.

 

Prior to joining Intevox Group, he served with IBM as North American Practice Leader for the Customer Strategy practice area; Senior Vice President for customer strategy and CRM systems integrator eLoyalty, and as Chief Customer Officer for Realeum, a real estate services firm.   Most recently, he was VP Global Data Center practice for the Westcon Group.

 

Consulting projects undertaken for his clients have focused on design and deployment of centralized customer service operations; multiple call center improvement engagements focused on people, process and technology; process and organizational change management; customer experience design; development of multi-channel customer strategies; and analysis of trends in consumer buying behaviors and satisfiers.

 

Mr. Fandos graduated Phi Beta Kappa from Vanderbilt University with a Bachelor of Science in Economics and Mathematics.  

Jim Folk Jim Folk, Managing Director

Jim Folk is an accomplished executive with more than 25 years of experience in Contact Centers, Field Service Operations, Technical Support and Professional Services. He has successfully built and led World Class Customer Care Organizations in several industries. Jim has a great deal of expertise in the development and delivery of customer care strategies and processes that enhance the customer experience. He has successfully managed many high level multi-million dollar projects.

 

Jim started his career at Xerox Corp. as a Field Engineer and went on to hold several key leadership positions in Field Service and Call Center Operations at local, regional and national levels.  After leaving Xerox, Jim continued to hone his skills in building and leading customer centric, quality focused service organizations at several companies:

 

  • Aspect Telecommunications as Senior Management Consultant
  • Intecom as Vice President of Customer Services
  • Network Two as Senior Vice President Customer Care & Quality
  • WildCard Systems (E-funds) as Vice President Customer Services

 

These assignments required the development and delivery of national customer care strategies and processes across multi-site operations with thousands of employees. In each of these positions, Jim utilized his diverse background and skills along with a strong focus on the people and process side of the business, to consistently meet and exceed his customers' expectations.