Chad Wolf is
president of eVergance, and has 15 years of senior management,
operational leadership and IT experience within the
telecommunications, heathcare, high-tech and manufacturing
sectors. Chad also has a deep business process re-engineering
and process management background, and a visionary and energetic
style of leadership that continues to drive eVergance's
growth. Prior to founding eVergance, Chad held various
leadership positions within Sprint PCS where he coordinated the
implementation of enterprise CRM systems and was a manufacturing
engineer for Parker Hannifin Corporation. Chad is a frequent
speaker at industry conferences and online webcasts, and is a
senior member of the Institute of Industrial Engineers. Chad
has also been active launching the company’s Charitable Giving
Committee and enjoys coaching youth sports. He graduated from
Kansas State University with an MS degree in Industrial
Engineering and Operations Management and a BS degree in
Industrial Engineering.
Allen Bonde is
SVP and Chief Marketing Officer at eVergance, where he leads the
firm’s strategy consulting services and overall marketing and
client outreach programs. He has nearly 20 years of management,
consulting, marketing and R&D experience, and is recognized as a
leading expert on e-commerce and online support. Allen was
chairman of the first DCI Self Service Conference, has appeared
on CNBC and Fox News, and is a contributor to CIO.com. Prior to
joining eVergance, Allen was president of ABG, Inc., and held
senior positions at McKinsey and Extraprise, an international
CRM services firm. He was also an analyst and director at the
Yankee Group, and started his career as an engineer in the
telecommunications sector where he was awarded a U.S. patent.
In his free time he enjoys playing bass guitar and spending
time with his family on Cape Cod. Allen holds an MS from the
University of Virginia and a BS from Worcester Polytechnic
Institute.
Stuart Mills is
SVP and Chief Operating Officer at eVergance. He has over 18
years of experience in both operational management and
consulting delivery. His experience spans both the US and
International markets and in his capacity as COO, Stuart is
responsible for Corporate Operations, Managed Services and
Off-Premise Solutions, Education Services and all of eVergance’s international
activities. Stuart's consulting background started from a
technical basis but this was later complemented by extensive
business consulting, including change management, performance
management, and business optimization. Prior to joining
eVergance, Stuart held various leadership positions including
vice president of services for Primus, and more recently as vice
president, EMEA for KNOVA (now Consona). Stuart is also a
qualified Indian Head Massage therapist. He enjoys traveling,
cycling, playing golf and watching cricket on warm summer
evenings, but most of all he likes spending time with family and
friends! Stuart holds a Bachelor of Arts degree in Business
Administration from the Open University.
John Chmaj (pron. ‘Shmay’) is vice president and Chief Knowledge Management Strategist at eVergance. He has worked for over 18 years in the field of Knowledge
Management for Support & Service. He has had KM-focused roles in many organizations including Microsoft, Lotus, KNOVA, Primus, and the Consortium for Service
Innovation (CSI). John has worked in all phases of the customer support process, including telephone and online support, technical writing, knowledge management,
applications development, and worldwide knowledge systems design. At CSI John co-chaired committees that created the Knowledge-Centered Support Strategy, the
Multi-Vendor Support Model, and the Incident/Solution Exchange Standards. He has been acknowledged as an Industry Innovator by CSI and has published several
papers and articles in Knowledge Management. His primary interest is in the effective creation and use of support knowledge to improve the customer experience
and optimize the support process. John has a Masters in Music from the New England Conservatory.
Andrew is vice president and practice director at eVergance,
responsible for leading the firm’s Collaboration and
Communities, and Measurement programs and developing its new
Knowledge-Enabled Desktop services. He has spent over 15 years
studying and leading strategic programs in the fields of
knowledge management, collaboration and learning research, with
a focus on the customer support business. His experience
includes strategy development and execution, research and
development activities, and numerous conference presentations,
journal articles and book chapters, including contributions
for KMWorld and the SSPA. Prior to joining eVergance, Andrew
held a number of key leadership roles at Knova Software,
including developing and running the business strategy team.
Prior to that, Andrew ran a research and development group at
IBM Research, where he led a research program on Collaboration
and Knowledge Management. Andrew holds a PhD in
Cognition and Learning from the University of Toronto.
Greg is vice president of solutions delivery at eVergance. He has
over 13 years of experience in the areas of operations
management, systems development, call center management,
engineering, and product development. Greg came to eVergance
from Sprint where he was senior manager of product development.
During his seven-year tenure at Sprint, he also held roles as
group manager of integrated solutions marketing and manager of
customer care systems and processes. Greg helped drive Sprint to
a leading position in the wireless data services market through
the development of new enterprise services. During his
time with customer care, he defined and executed strategies for
web and IVR self-service, billing, service provisioning, and
contact center technologies. Prior to Sprint, Greg was the
manager of manufacturing operations at Graphic Technology. He
also held the position of systems engineer for The Fuller Brush
Company. Greg received a BS in Industrial Engineering from
Kansas State University.
Esteban Kolsky has over 20 years of customer service, market
research, and
technology experience. Prior to joining eVergance he was with
Gartner where he built and managed both the eService and
Enterprise Feedback Management agendas. He has been featured in television
and radio, and quoted in over 400
publications around the globe as an industry watcher and
commentator. Before Gartner, he founded his own company designing a
new model for customer service, point-of-need customer service,
which he expanded while at Gartner culminating with the Customer
Interaction Hub model. In different positions before Gartner, he
deployed CRM Systems for a software-vendor, was a practice
leader with a mid-market consulting practice, and spent several
years running help desks and managing mission-critical systems
for financial and healthcare organizations. He started his
career as a programmer and network administrator in Argentina,
where he was born and raised. He holds a BS in Business
Administration and Computer Information Systems, with a minor in
telecommunications, from California Polytechnic University in
Pomona, CA.
John is senior director of technology and development at eVergance. He has over 13 years of experience developing and using technology to enable businesses
to get the most out of their investments for the telecommunications, aerospace, financial services, software, consumer electronics and utilities industries.
Prior to joining eVergance, John was a senior software consultant with JPMorgan Chase where he was an architect and team lead developing their second
generation IVR system. Before JPMorgan Chase, John was a supervisor developing Customer Relationship and Retail Management systems for the wireless
division of Sprint. John received a BS in Computer Engineering from Kansas State University.
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