|Board of Advisors|
Board of Advisors
Viable Resources believes in having strong input and qualified external council on business and customer related matters. The following highly qualified individuals contribute to our ongoing development and success…
Patricia Shafer is currently Vice President of Marketing for Agile Software. Her philosophy of the ‘customer-centered’ business and commitment to make that a reality has made her one of the most renowned resources on Call Centers as a strategic corporate asset. Her global experience with AT&T, Lucent Technologies and Avaya includes working with Bell Labs pioneering the development of leading edge technologies that were the enablers to allow an entire industry to move from ACDs to Call Centers to Customer Relationship Management (CRM). Included in this list are CTI, voice response/speech recognition technology, Internet Call Centers (click-to-talk voice over IP), Video Call centers and the Virtual Call Center. Through an assignment in Singapore, Pat led Avaya’s international growth in Call Centers in Asia and then throughout the world leading Avaya’s 300 member CRM sales force. Published in business and communications journals, Pat is an internationally known speaker on the topic of customer service and business friendly use of technology. Her relationship with VR – Inc. is critical in making sure that regardless of the technology complexity, the integration for the business and the customers is seamless. Pat has a BA in English and Journalism from SUNY at Geneseo; a MA in Administration from Bowling Green University.
Michael A. Dennis
Michael A. Dennis is the Chief Operating Officer for JNET Communications, LLC. JNET is a minority owned business that provides services across the telecommunications industry through two subsidiaries – ServiCom Communications, an outsourced call center business with over 700 agents, and VITEL Communications, a service business that provides cable installation and construction services and serves as an authorized vendor for COMCAST, Time Warner, and Cox Cable. Prior to joining JNET, Michael was Group Vice President, Worldwide Services at Avaya Inc. As an Officer of Avaya, Michael was responsible for a $3B business including customer service, product manufacturing and quality/re-engineering initiatives. Michael has held numerous leadership positions in sales and services for AT&T and Lucent Technologies, as well. In 2000, Black Enterprise magazine recognized Michael as one of the “Top 50 African-American leaders in Corporate America”. He has served on several boards including his current position on the Executive Board of the University of Vermont in Burlington and he clearly provides invaluable leadership and experience to Viable Resources on successful management of a service business. Michael is a graduate of Dartmouth College, avid sportsman, husband and father of three children. He resides in New Jersey.
Mark T. Landers
Mark Landers is currently a Senior Business Advisor and Consulting Vice President to Avaya Inc. Mark advices Avaya and many of their customers on the best use of technology to achieve revenue growth and profitability. Mark’s resume represents over 25 years of enterprise telecommunications experience including account management, channel and alliance development, strategic market planning and leading a global professional services organization with over 1200 employees in 30 countries. Mark’s contributions to VR-Inc. are rich in fact-based customer knowledge which helps direct the types of ongoing services VR-Inc offers, as well as formulate the roadmaps used to optimize call and contact centers.
Mark is a graduate of Yale University, a graduate of the University of Southern California Advanced Telecommunications Management program and holds a patent for “Multi-media Communications Software Reference Architecture.” A native of New Jersey, he resides in Fair Haven with his wife and two sons. Mike received his BS from Florida State and his MBA from the University of South Florida. He is a member of the American Institute of CPAs; the Florida Institute of CPAs and the Tampa Bay State Planning Council.
Mike received his BS from Florida State and his MBA from the University of South Florida. He is a member of the American Institute of CPAs; the Florida Institute of CPAs and the Tampa Bay State Planning Council.