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The Kowal & Associates Team


Paul Kowal

Paul Kowal is founder and President of Kowal & Associates, Inc., and since 1988 has led this respected contact center consulting firm to help Fortune 500 clients maximize the effectiveness of their multi-channel customer contact strategies .

Paul has over 25 years of customer service, advertising and marketing experience.  He’s the co-author of Enabling Self-Service Using IVR Speech Recognition and the upcoming Mission Possible! and Getting in Bed with your Customers.  He has appeared on NBC TV stations across the country, been a guest on National Public Radio, and been quoted in many newspapers and magazines, including the New York Times, USA Today, the Wall Street Journal and even the National Enquirer!

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He has designed and executed customer support strategies for the largest packaged goods producer in the world. In addition, he has launched successful advertising, telemarketing and direct mail programs for both Business- and Consumer-focused companies. He is a popular speaker at conferences both in the US and abroad, and is a professional member of the National Speakers Association.

 

Paul is also a member of the American Teleservices Association (ATA) and its Inbound Steering Committee and Compliance Officers Forum; the Society of Consumer Affairs Professionals (SOCAP); the Society of Workforce Planning Professionals (SWPP); the International Customer Service Association (ICSA); and the Applied Voice Input-Output Society (AVIOS).  He is on the faculty of the Call Center College of Excellence.  He received a BA from Amherst College and an MBA from the Harvard Business School.  He can be reached at paul@kowalinc.com.


Chuck Rollins

Chuck Rollins joined Kowal & Associates in March 2006. He is presently responsible for managing various customer service projects including customer satisfaction studies, forecasting and workflow management, and various efficiency improvement initiatives.

Chuck has 15 years of contact center experience within the financial services industry. He was responsible for the management of multiple call center operations and client services groups. Prior to joining Kowal & Associates, Chuck was responsible for managing several large projects involving the design and implementation of call center services models needed to support new product launches.

Chuck is trained as a Six Sigma Yellow Belt, and is a member of the Project Management Institute. He has led project teams responsible for workflow process improvements using Six Sigma Methodology. He received a B.S. from Northeastern University. Chuck may be reached at crollins@kowalinc.com.


Deborah Kilroy

Deborah is a Senior Consultant at Kowal & Associates, having recently joined the company after a successful career at Verizon.  She is a member of the American Teleservices Association (ATA).  She can be reached at deborah@kowalinc.com.

 

Matt Hoffman

Matt is Consultant Emeritus at Kowal & Associates, and returns to the company from time to time for a variety of special projects.  He is a member of the American Teleservices Association (ATA) and the Society of Consumer Affairs Professionals (SOCAP).  He can be reached at matt@kowalinc.com.

Alan Wilder
Alan is a Senior Analyst at Kowal & Associates.  He is also supervisor of our call monitoring group.  Alan is a member of the American Teleservices Association (ATA) and a really nice guy.  He can be reached at alan@kowalinc.com.
Joe Stein
Joe is the company controller and should be contacted for accounting and billing issues.  He can be reached at jstein@kowalinc.com.
Julie Cooper
Julie is a Call Monitoring Analyst.  She can be reached at julie@kowalinc.com.
Lynn Geraci
Lynn is a Call Monitoring Analyst.  She can be reached at lynn@kowalinc.com.
Amy Kirkessner
Amy is a Call Monitoring Analyst.  She can be reached at amy@kowalinc.com.
Laurie Walsh
Laurie is a Call Monitoring Analyst.  She can be reached at laurie@kowalinc.com.

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