Wanda C. Sitzer
Executive Vice President
Initiatives Three Inc.
410.494.8333 - office
207.761.2400 - corporate
Wanda Sitzer is a co-founder and Executive Vice President of
Initiatives Three Inc., a leading call center consulting company
committed to elevating the practice and performance of call centers
through branding. Ms. Sitzer's vision has guided hundreds of companies
toward realizing the potential of agents as corporate spokespersons:
"Maximizing the value of a company's multi-million dollar brand rests
largely in the interaction center. The message is reinforced, diluted
or ignored by the frontline at the moment of customer interaction. In
other words, it's either money down the drain or money in the bank."
She oversees Initiatives Three's strategic consulting operations and
product development and manages key client relationships.
Prior to founding Initiatives Three, Ms. Sitzer was Vice President and
General Manager of Consulting and Training Services for a large
teleservices company. Her responsibilities included developing product
and service offerings related to call center management for high-tech,
health, consumer and financial industries.
In addition, Ms. Sitzer managed a call center for IBM, where she was
challenged with bottom-line responsibility for increasing revenue 120%
of budget, growing the account base by more than 20%, and achieving
customer satisfaction targets.
Ms. Sitzer's presence within the call center management market is well
established, as one of the most-requested repeat speakers globally at
executive call center forums. In addition, she sits on the Advisory
Panel for two publications -- Business to Business E-commerce and Call
Center Manager's Report -- and is frequently quoted in industry
publications (e.g. The Answer Book) and newspapers about practices and
principles of elevating call center performance.
Ms. Sitzer holds a Masters degree summa cum laude in organizational
communication and was lead coach for 20^th ranked US debate team at
the University of Alabama.