Arise Virtual Solutions, leader in the home-based virtual contact center industry, announces the addition of new core senior executives as the company marks its tenth year in business and prepares for another year of record growth. Tom Holmes joins as Chief Information Officer; Connie Adcock has been named Vice President, Virtual Services Corporation Relations, Operations and Results; Matt Coughlin is General Manager, Retail, Energy and Financial Services; and John Riordan joins as General Manager, High Tech and Travel.
In 2007, Arise posted its most successful year to date, nearly doubling its revenues and adding 16 new client applications - including four new Fortune 150 companies. At the same time, Arise expanded its nationwide home-agent base 88 percent to 7,500 independent professionals in 49 states.
Arise recruits, screens, and certifies its independent Arise Certified Professionals (ACPs) that invest in their own training and equipment to answer calls, e-mail and provide interactive chat services from their home offices. Operating as individual small businesses, or Virtual Services Corporations (VSCs), ACPs choose specifically when and with which Arise clients they would like to service. Arise specializes in providing multi-channel customer support to the retail, financial services, travel/hospitality, energy and telecommunications sectors, including basic and complex levels of tech support, customer service, and sales.
Management Team Poised for Growth
As CIO, Tom Holmes is responsible for the overall technical vision, strategy and operation of Arise's proprietary information systems, including scheduling, training, and communication applications. Previously, Holmes spent six years at JM Family Enterprises (JMFE), a $12 billion leader in Toyota vehicle distribution, as Vice President, Information Technology Services where he designed JM Family's eBusiness and portal solutions and developed the technical strategy and solution for JMFE's home-based agent program.
Connie Adcock joins Arise after an eight year tenure at 1-800-FLOWERS.COM, Inc., where she served as Senior Vice President of Customer Service, and was instrumental in implementing results-focused and skills-based routing programs for over 1,000 home-based agents. At Arise, Ms. Adcock will focus on streamlining agent operations and executing results-oriented initiatives through monitoring, score carding and optimizing communications. She also served as a call center executive at reservation centers for Alamo and National Car Rental.
General Manager John Riordan will focus on building Arise's client portfolio in the High Tech and Travel/Hospitality markets. Prior to joining Arise, Riordan served as a virtual customer care implementation consultant to a major consumer electronics brand, having previously spent seven years as the Vice President, Customer Service at Virgin Atlantic Airways. A native of Cork, Ireland, Riordan started his career in the U.S. with US Airways, where he led the Dividend Miles Program. Earlier this year, General Manager Matt Coughlin became responsible for expanding client relationships with premium brands in the Retail, Energy and Financial Services sectors. Prior to this role, Coughlin led business development for Arise. Coughlin holds 13 years experience in various Sales and Management roles at Kewill, Manugistics, and Manhattan Associates.
"As we conclude our tenth year in business, we look back on the impact Arise has had on the home-based agent industry overall, from introducing the virtual service business model to honing results-based business relationships leading to superior service levels for our clients - several of which we've had since day one," said Angie Selden, Chief Executive Officer of Arise. "I am thrilled with the experienced management team that we have in place today, which positions Arise for even greater results over the next ten years," she added.
About Arise
Founded in 1997 and based in Miramar, Florida, Arise Virtual Solutions (formerly Willow CSN Incorporated) is the pioneer of flexible, outsourced virtual call center service solutions for organizations seeking to profitably increase revenue and address the staffing, cost and quality control issues associated with conventional contact centers. Arise serves 47 clients today in the Retail, Travel/Hospitality, Energy, High Tech and Financial Services industries with voice, email, chat and IVR solutions. We match the capabilities of 7,500 Arise Certified Professionals with the goals of our clients and the needs of their customers - inspiring trust and creating results for those we connect.
Work. Freedom. Trust. Results. www.arise.com
