About EPIC Connections
EPIC Connections is a leading contact center professional services firm
EPIC Connections is a global customer engagement and contact center consulting company
Fortune 500 companies, small businesses and government entities around the world turn to EPIC Connections when conventional approaches are not enough to activate change and achieve results.
Privately-held since 2003, EPIC Connections is a leading contact center professional services firm that delivers process improvement, performance management and technology services to organizations seeking to transform operations, increase agent productivity and realize significant savings through decisive action. Our senior professionals are experienced contact center industry veterans who draw upon the firm’s operations background to help leaders turn change into a strategic business asset and unlock value at every stage.
With EPIC Connections as your transformation partner, you’ll be ensured of a great result for you, your contact center and your company.
Bill is a 30+ year BPO industry leader with proven experience in operations and business development. Bill’s experience includes senior executive positions at ADP, First Data, and Sitel. In his 13+ year tenure at EPIC, Bill has worked directly supporting clients, including Fortune 500 Companies, Regional Organizations, and SMBs. Bill has established one of the most prolific and well-recognized partner and executive networks in the Contact Center Industry. Bill is an active participant in many industry trade associations and was honored as a Partner in Progress by the Professional Association for Customer Engagement (PACE). Bill is a U.S. Army veteran who remains active supporting service veterans. Bill is a graduate of the University of Delaware with a BSBA in Marketing.
Mary Kay Halpin
Vice President, Finance & Administration
Mary Kay has over 15+ years experience in accounting and financial management. She has been with EPIC for over 6 years and previously held positions with the First National Bank of Omaha and Amoco Oil Company (now BP). Mary Kay holds a Masters degree in Finance and Marketing from the Kellogg School of Business (Northwestern University) and a Bachelors in Finance from the University of Notre Dame.
Vice President, Consulting & Implementations
Dan Dineen is a seasoned executive with over 25 years experience leading Information Technology (IT) teams providing contact center, voice and data networking, and infrastructure technology and support services for industry-leading Business Process Outsourcing (BPO) organizations. Dan’s areas of expertise include: IT organization leadership and project management; implementation of inbound and outbound call center projects; carrier voice and data network and call routing services; contact center platform design, engineering and operations for ACD/PBX, predictive dialer, call routing solutions, call recording applications, IVR, CTI and workforce management systems; IT infrastructure services (server, desktop, LAN/WAN); Help Desk / NOC management and IT service metrics; and information security practices. Dan has extensive experience implementing client projects and developing vendor management programs designed to maximize the value of services received while driving down costs. Dan has held IT leadership positions managing large contact center and infrastructure teams at Convergys, Zenta, and West Corporation. Dan is a graduate of Creighton University with a BS in Business Administration.
Director, Technical Services
Chris has an extensive background as a systems analyst and operations specialist. Prior to joining EPIC in his role leading the Application Management division, Chris managed the day-to-day operations of AAA Life Insurance’s Member Services Call Center. He was also responsible for developing short and long-term staffing models and call forecasting. While with the Omaha Housing Authority, he played a vital role in the implementation of a new network provider and software upgrades. He has expertise in multiple applications and workforce tools, including Verint – Impact 360 and Uptivity. Chris is a U.S. Air Force veteran and a graduate of Bellevue University with a Bachelor of Science in Management Information Systems.
Director, Sales Operations
Daneen has 15+ years experience in sales, marketing, customer service and technical support including 10 years at ADP. Daneen holds a Bachelors degree in Business Administration/Marketing from the University of Dayton.
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Courtney is a skilled project coordinator with over 10 years of experience facilitating client and vendor relationships. Before joining EPIC as an Implementation Specialist, she worked as a Senior Implementation Analyst at First Data Corporation, overseeing large scale projects such as Apple Pay and EMV-Chip Card enrollment. Courtney was integral to the multi-divisional redesign for Comcast Cable while at CSG International. During this time, she managed conflict resolution as well as software testing and deployment. Courtney possesses a thorough understanding of highly complex IVR, Live Agent and cloud based contact center technology solutions from her work as a Client Relationship Manager at West Interactive. Additionally, Courtney graduated with a Bachelor of Science in Business Administration from the American InterContinental University in Illinois.
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Clark is a software engineering whiz, and an expert implementation consultant with a passion for the user experience. Before joining EPIC as an Implementation Specialist, he developed and customized CRM solutions as an Implementation Engineer for IVINEX. Previous to this, Clark worked a Software Engineer and Business Analyst for InContact, having possessed multiple roles from project management to front-end development. He also managed and built data integration for call center IVRs using SOAP, ReST, APIs, SQL and HTML. Furthermore, Clark is a proud University of Utah alumnus, where he earned a Bachelor of Science in Accounting and a Master of Science Degree in Information Systems. Clark also enrolled in the university’s music program and is a talented composer and pianist. He currently resides in Bountiful, Utah, with his wife and four children.
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