Testimonials
HDI
and ITIL
Certification Training
Customer Service Representative
Course
"Paul's tonality was perfect! He is an awesome instructor who is
very thorough. Thank you for being in this business. Your service is
awesome." Jill H,
El-Bizri, American Golf, Feb 2008
Support Center Analyst (SCA) Course
"Great Presentation! Very valuable!" Lung Chieng, Mercury
Insurance, Sept 2007
"Thank
you very much. Many of the policies/procedures/KM practices
are not implemented in my organization. I'm hoping to
present to management for change and implementation. Paul -
you did a great job!" Adriane Vasquez, City of
Yuma. HDA Boot Camp, August 2005
"Great
course and instructor. Very valuable in preparing me for
certification." Steve Parr, HDA Boot Camp, May 2005
"The class was a great investment. Happy to take the
next one." Martin Garcia, HDA Boot Camp, April 2005
"Paul is a great instructor!" Dee Bowen, HDA
Boot Camp, April 2005
"I thought
all topics were covered well. The time spent on each was
perfect. I would definitely recommend the class to others."
Karen Flores, Help Desk Analyst class, Nov 2004
Support Center Manager (SCM)
Course
"Paul did an excellent job! Thank you. I will recommend this class to
any other help desk managers who
may be interested." Larry Hall, American Honda. Sept 2007
"Paul was extremely knowledgeable about the topics presented. His
tenure and work experience was beneficial to the group. The atmosphere of
the course was trusting because of Paul's facilitation style." Ashley
Reese, UCC Direct. Help Desk Manager course, Feb 2006.
"Well structured, well presented and had appropriate amount of
interaction". Harvey Welles, CEO, Inotech Systems. Help Desk
Manager class, Feb 2006.
"Paul is knowledgeable, with lots of real-world
examples." Michael Runyan, Auto Club. Help Desk
Manager class, August 2005
Support Center Assessments
QAD: Support Center
Assessment
Optimal Connections provided QAD with our
Support Center Assessment service, enabling them to evaluate how closely
their eight global support centers were to meeting
HDI Support
Center Certification standards. The support center assessment was
fast, cost-effective, and thorough. QAD global support received a comprehensive
report that presented the results, including an executive summary, an assessment
of how each of the centers did in terms of HDI’s SCC model, and recommended
focus areas for each center. A detailed action plan was provided, with specific
recommendations on how to address issues and prepare for future certification.
"I was impressed with the cost-effectiveness of the online
support center assessment. We were able to identify several areas where we
exceeded HDI standards, and some where we need to focus our efforts. Well worth
the investment."
Dan Pasquerilla
-
Manager, Programs Office,
Global Learning and Support Services, QAD
HDI
Support Center Certification
QAD: First HDI Global
Support Center Certification!
"Phase 1" of HDI Global Support Center Certification was completed in March
2004, with certification achieved for the Mt. Laurel, Sydney and Barcelona
Support Centers. "Phase 2", consisting of audits for the UK, Netherlands, Hong
Kong and Mexico Support Centers, engaged in February 2004, and completed in June
2004. With the conclusion of Phase 2, QAD has achieved the first truly Global
HDI Support Center Certification!
"It has been a delight working with HDI and Optimal Connections. Paul Dooley,
Optimal’s HDI certified Auditor, has been there every step of the way ...
advising on needed improvements in the areas of communication, employee and
customer satisfaction management, and metrics."
Dan Pasquerilla -
Manager, Programs Office,
Global Learning and Support Services, QAD
Customer Satisfaction Surveys
Kore
Technologies: Client Satisfaction Surveys
"Optimal Connections delivered outstanding results. Not only were they very
responsive, but they also worked with us to design a survey that got us
precisely the information we needed." Frank Busalacchi -
VP of Customer Services,
Kore Technologies, LLC.
Vision Solutions: Customer, Partner and Employee Surveys
"We needed to thoroughly assess the satisfaction levels
of our customers and business partners. Our objective: identify a company to
come in and help us get the right surveys created and delivered quickly, and
professionally with quality results. Optimal Connections did just that." Pete Robie
-
VP of CustomerCare Centers,
Vision Solutions, Inc.
Irvine Chamber of Commerce: Membership Surveys
"Optimal Connections' presentation was in-depth and
shed light into what our members really think of the Irvine Chamber. I was not
only impressed by how thorough the survey process was, but also your timeliness.
Every promise that you made was kept and every deadline was met."
Jacquie Ellis -
Chief Executive Officer,
Irvine Chamber of Commerce
Are You Our Next Success Story?
Call 1 (949)
305-3544, or
email us to find out how we
can help you!
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Homeland Security
