Lois Whitman  -  Vice President, Contact Center Solutions
     (908) 267-6598
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With over twenty-five years in senior, call center leadership positions managing hospitality outsourcers for Reed Elsevier, Woodside Management Systems and Custom Travel Systems, Ms Whitman brings a diverse background to Condado Group.  Offering front line management experience in medium and large as well as single and multi-site call center operations, she has developed a pragmatic, customer-centric approach to 21st century customer service challenges. 

Beginning her career at Delta Airlines where she spent her first ten years in the business, Ms Whitman started out as a reservations agent and quickly progressed through the ranks. The lessons she learned there as an agent and as a team supervisor were never forgotten and it is this real-world experience that informs her solutions on Condado Group engagements.  After ten years in call center consulting at eLoyalty Corporation, where she worked as a subject matter expert on projects at Wyndham International, Novartis, United Health Group, Kaiser Permanente, PNC Bank, Morgan Stanley, Priceline, NCR and Starwood Hotels, Ms Whitman joined Condado Group.  Her particular areas of expertise include technical help desk design, workforce management, quality assurance monitoring programs, organizational redesign and hiring and retention practices.