Ike MitchellJames Isaac (Ike) Mitchell

Mr. Mitchell is a senior consulting associate with Lauro Consulting, Inc. and a customer service professional with an in-depth knowledge of process re-engineering, customer service, and technology. He has a successful record in both the technical and human sides of contact center design, implementation and management. 

His work experience includes managing contact center operations, contact center and telephony consulting, designing and implementing contact centers, shared service centers, service desks and back office organizations, processes, and technology.

His skills include:

  • Assessing & Avoiding Business Risks
  • Influencing Senior Management & Clients
  • Planning Technology Assets
  • Establishing Business Goals & Strategies
  • Managing Large Programs & Projects
  • Initiating and Negotiating Contracts
  • Attaining Cost Reduction Goals
  • Staffing Multi-Disciplinary Activities
  • Managing CRM in the Contact Center
  • Multi-Channel Contact Center Operations
  • Realizing Customer Satisfaction
  • Operationalizing Customer Intelligence

He has extensive list of publications including:

Mr. Mitchell is holds an ITIL V3 Foundation Certificate and is a certified Project Management Professional (PMP).