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 Pieper, President
Bill is a 30+ year BPO industry veteran and contact center strategist helping companies transform their customer experience and leverage new technologies for digital transformation. His experience in senior executive roles at ADP, First Data, and Sitel has helped him establish one of the most prolific and well-recognized partner and executive networks in the industry. During his 15+ year tenure at EPIC, Bill has worked directly supporting clients, including Fortune 500 companies, regional organizations, and SMBs. As an active participant in many trade associations, he was honored as a Partner in Progress by the Professional Association for Customer Engagement (PACE). Bill is a graduate of the University of Delaware with a BSBA in Marketing and also a U.S. Army veteran who remains active supporting service veterans.
402.884.4700 x 201 | LinkedIn
Mary Kay Halpin, Vice President, Finance & Administration
With almost 20 years of financial management and accounting experience, Mary Kay directs the maintenance and development of EPIC’s financial planning functions, assuring fiscal responsibility and sound decision making at all levels. With an eye for detail and a keen sense of business management, she is critical in driving future success at EPIC. Previously, Mary Kay held positions with the First National Bank of Omaha and Amoco Oil Company (now BP). She holds a master’s degree in finance and marketing from the Kellogg School of Business, Northwestern University and a bachelor’s in finance from the University of Notre Dame.
402.884.4700 x 205 | LinkedIn
Dan Dineen, Vice President, Professional Services
As a seasoned BPO executive with over 30 years leading IT teams supporting contact centers, voice and data networking, and infrastructure technologies, Dan’s expertise is invaluable to EPIC clients. His extensive experience crosses all types of call center technologies and includes designing, implementing, and managing platforms and operations, as well as vendor management programs. Previously, Dan served at Convergys, Zenta, and West Corporation, directing large teams and maximizing service value while driving down costs. He is a graduate of Creighton University with a Bachelor of Science in Business Administration.
402.884.4700 x 214 | LinkedIn
John Glantz, Vice President, Consulting Services
A true veteran of the contact center industry, John Glantz has held nearly every call center position from agent to President. His previous work includes senior leadership positions with Optum (UnitedHealth Group), Cox Communications and Mutual of Omaha, among others. With expertise managing large and complex services and relationships across numerous Fortune 500 companies in the financial services, communications and healthcare industries, John is a proven leader in developing and implementing strategies that deliver results. His responsibilities have included contract negotiation and oversight as well as relationship management and growth, distribution channel management, and M&A due diligence. John is a graduate of Creighton University with a BSBA in Marketing and Management.
402.884.4700 x 206 | LinkedIn
Justin Gregory, Director, Implementations
Justin is a 12+ year project management leader and senior manager overseeing contact center professional services that include implementation support, account relationship, and customer experience initiatives. His motto to “help others win” is key to his success. As a former Manager of Professional Services for NICE inContact, he has a proven history of growing partner programs as well as delivering technology implementations and process improvements that drive measurable success. Prior to joining NICE, he was with American Express for nearly 15 years managing contact centers and project portfolios. Justin is a student of Utah Valley University, pursuing a bachelor’s in emergency management.
402.884.4700 x 215 | LinkedIn
Daneen Pieper, Director, Sales Operations
With 15+ years of experience in sales, marketing, customer service, and technical support, Daneen is a well-rounded and tenured business professional leading EPIC’s sales activities. As a tech-savvy, master of sales enablement and efficiency, she ensures EPIC is both responsive and on-point when it comes to building valuable relationships and growing the business. Formerly, Daneen served 10 years at ADP and 12 years at Creighton Prep High School in Omaha, where she led online fundraising efforts. She holds a bachelor’s degree in business administration and marketing from the University of Dayton.
402.884.4700 x 207
TJ O’Brien, Implementation Manager
TJ has been in the customer service and BPO industry since 2007, working his way up from customer service representative to client solutions manager and certified partner implementation manager. In addition to providing technical and programming expertise to EPIC clients, TJ has a proven history in building compliant solutions that leverage industry and product knowledge for technology transformation. He works daily to ensure client satisfaction and retention through timely solution delivery and performance excellence. Prior to EPIC, TJ held implementation leadership roles at ADP, Inc., and InContact, Inc. He holds a Bachelor of Science in Accounting from Western Governors University and is a Certified Healthcare Reform Specialist.
402.884.4700 x 211
Ian Apperson, Senior Implementation Engineer
A skilled data management expert, Ian Apperson is a proven professional at analyzing and resolving complex problems. With more than five years serving as Implementation Manager at inContact, Ian understands how to effectively bridge technical and operational gaps to achieve strategic and tactical goals. Having served as a business analyst in the financial services industry for more than 15 years, Ian is also versed at needs assessment, cost/benefit analysis, and reporting dashboards that optimize productivity and business outcomes. He holds two Bachelor of Science degrees in Business Administration and in Management of Information Systems and Management, both from Columbia College.
402.884.4700 x 212 | LinkedIn
Clark Lawlor, Senior Implementation Engineer
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.
402.884.4700 x 209 | LinkedIn
Courtney Jones, Implementation Specialist
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.
402.884.4700 x 204 | LinkedIn
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