Executive Team

Mary Scheetz : CEO/Principal

Mary leverages personal presence, experience and commitment to inspire and motivate others.

Mary Scheetz founded CCI in January 2002 with a focused vision: To provide clients with comprehensive solutions for creating world-class contact centers that are a source of competitive advantage. Since then the company has grown steadily through the successful delivery of consultative services and solutions to major public and private sector entities, including Verizon, the Centers for Disease Control and others.

With over 15 years’ experience, Mary’s professional responsibilities have included the following:

• Strategic planning
• Program management
• Process re-engineering
• Employee/employer training
• Workforce management
• Sales- and call-center management consulting

Mary is an expert in facilitating workforce changes to support organizational operating, financial and quality objectives. She is particularly skilled in analyzing existing operations and implementing strategies, processes and technologies to improve productivity and efficiency. She has extensive knowledge of and experience with IEX, TCS, Blue Pumpkin, CTI, CMS, Seibel, IVR, ACD and Witness applications and/or hardware, as well as others.

Prior to founding CCI, Mary was Project Manager for MCI WorldCom’s (now Verizon) Contact Center Solutions and eCRM Solutions consulting groups.

Mary received her BA in English and Political Science from Dickinson College, and MBA in Accounting from Widener University. She lives in Bucks County, Pennsylvania, and enjoys skiing, traveling, and theatergoing in New York City.

Doug Cassell : Vice President

Doug has a wide range of successful projects in customer service analysis, process redesign and workforce optimization.

Doug Cassell is a career consultant and project manager with extensive experience in strategy analysis and the design, management and execution of highly effective project practices.

Specializing in project management and implementation of contact optimization, process redesign and workforce management issues, Doug is an expert in designing and implementing well-structured organizational projects that optimize client contact, improve lifetime customer value, increase staff loyalty and achieve significant return on investment.

Doug's clients include major corporations in the finance, insurance, manufacturing and travel sectors. Project highlights and outcomes include the following:

• Project manager on the redesign of a tech/care/sales IVR for a major PC manufacturer.
• Managed a 32-site project for a financial service corporation.
• Redesigned eight teams of call/paper-processing work spread across four floors of a national financial advisor organization.
• Implemented a productivity-oriented business culture, process redesign and staff scheduling at a national insurance group, providing $1.2 million savings.
• Implemented scheduling across a 32-language call center and revised the IVR for a travel client with sites worldwide.

Doug has an MA from the University of Virginia and an MBA in finance and systems from Syracuse University. He lives on Cape Cod with his wife, Ann, and enjoys designing rare plant gardens, home remodeling, promoting solar power and reading medieval history.

Sally Schultz : Director of Client Services

Sally’s experience covers most functional areas, with special emphasis on managing complex organizational change.

Sally Schultz has over 15 year’s performance consulting experience, and has been affiliated with a number of premier consulting organizations in a senior consultant capacity. Sally’s experience covers a broad range of functional areas, with special emphasis on managing complex organizational change, developing sales and sales management strategy, developing and facilitating training curricula, implementing technology-based learning systems, and providing individualized coaching to executive management.

Her U.S. and overseas project experience includes:

• Managing projects with many of the largest U.S. financial services companies.
• Developing customized training programs.
• Crafting, installing and launching customized sales and sales-management processes.
• Offering individual coaching and consulting to executive management.
• Implementing a successful in-store banking operation for one of the largest banks in Portugal.
• Designing a sales architecture for financial products for one a large UK retailer.
• Strategic sales consulting to banks in Spain, Germany, Portugal and England.
• Conducting customized sales and sales management workshops.

Sally was Senior Manager of Customer Interaction Solutions for MCI WorldCom, where she was responsible for designing, developing and implementing systems for improving profitability and staff performance of Customer Contact Center clients. Her previous work also includes over eight years in sales, sales management and training management responsibilities with Star Bank (now US Bancorp).

Sally has a BA in Journalism from the University of St. Francis.

Richard O. Scott : Director of Operations

Richard has a gift for managing, teaching, coaching and motivating individuals and teams to reach their full potential.

Richard O. Scott has over 20 years of project management experience in oil and gas accounting, retail grocery and restaurant IT management, computer hardware/software service and marketing, and real estate (REIT) call center management and accounting. During that time, he was responsible for the following projects:

• Transitioning a free technical support program to a paid support program for a major hardware/software company
• Establish a startup IT department.
• Designing a PC-based shelf labeling system for a major retail grocery chain.
• Moving the accounting operations of a major oil company from Houston, Texas, to Ashland, Kentucky.

Most recently Richard served as Vice President of Client Relations for Wells Real Estate Funds, where he established and managed the daily operations of a contact center and investor accounting department that serviced over 300,000 investors, financial advisors and broker dealers.

As Sr. Project Manager for the WorldCom Call Center Solutions consulting team, his major clients included American Express Financial Services, Verizon, US Healthcare, GMAC, ADP and Sky Mall. He also was a professor of accounting and management for eight years.

Richard received his undergraduate degree in management and accounting from Marshall University and did post-graduate work at Ball State University. He and his wife, Peggy, have three children and live in Atlanta. Richard loves sports and is an active woodworker and gardener.