About Corporate Call Center > Management Team

Corporate Call Center's management team has a combined total of over 100 years of experience in the call center industry with core competencies in maximizing return on investment and in meeting and exceeding business objectives for clients. 

CCC's management team generates exceptional results by leveraging combined skills and industry expertise in order produce program results that consistently exceed client expectations. 

CCC's senior management team is actively involved in all facets of daily business operations and is readily accessible to clients whenever needed. 

CCC's management and supervisory teams are actively engaged in call floor operations at all times to make sure that programs are performing at an optimal level.

Claudia Timbo,
President and CEO

Claudia Timbo founded the Corporate Call Center, LLC in 2002 and brings a tremendous focus on quality   customer service as President and CEO.  Her business acumen in the areas of sales, client management and operations is evident based on a solid record of repeat business that drives profitability. Claudia has held executive positions in four successful ventures with accountability for and accomplishments in operations, revenue generation, management, hiring practices, employee incentives, and relationship building. The Corporate Call Center was recognized in 2007 by the Philadelphia Business Journal as the 3rd Fastest Growing Company in Philadelphia’s Top 100.  Claudia has vast experience promoting the marketing and sales efforts of organizations in the financial community. In a telemarketing startup venture she led for Progress Bank, Claudia built a 100 seat call center from scratch and implemented a lucrative exit strategy for the bank. She began her career in telemarketing helping clients maximize on corporate travel by booking consecutive appointments. Twenty years later, she is the foremost expert in helping businesses all over the country improve their marketing position and is a successful entrepreneur in her own right.

Because of her success and expertise, Claudia is a sought after speaker within her industry, by governmental agencies and in the academic community on the topics of hiring practices, entrepreneurship and start up ventures. Claudia has made a major impact on the workforce in her community with her award winning business model utilizing retired executives to work in partnership with clients on their marketing campaigns.  Her hiring programs employ retired executives, senior citizens and people with disabilities as over 60% of her workforce.

Claudia serves on the Blue Ribbon Task Force on Economic Development for Montgomery County.  She is on the Board of Aspen Holding/Lipstick Wisdom and M.D. News. Claudia is a Member of American Teleservices Association, Direct Marketing Association and the National Association of Health Underwriters. She is honored to have been featured by the Philadelphia Business Journal in their CEO File, February 2008, awarded PA Best 50 Women in Business, 2007 and served as a judge for that award in 2008.  Claudia has a Bachelor of Science in Education and is longtime resident of Blue Bell.

Adel Sidky,
CFO and CIO 

Adel is the backbone of Corporate Call Center’s technology services and innovation. As a shareholding partner, CFO and CIO, Adel uses his experience in creating and developing systems and infrastructure to support business strategies and realize market advantage. His wide range of knowledge comes from over 20 years of computer industry and leadership experience in retail and manufacturing. 

The entrepreneurial spirit has been with Adel throughout his career. After more than 15 years in corporate America, Adel founded a technology company, Global Link Communications. As their active Principal, he was looking to form a synergistic relationship with a hands-on service organization. The resulting collaboration with Corporate Call Center enables CCC to provide state-of-the-art technology and to communicate effectively in the high level language of clients’ IT gurus. 

Equally skilled in finances as technology, Adel established a financial model to accommodate CCC’s rapid growth. Adel is dedicated to Corporate Call Center’s excellence in leadership, strategic planning, operations management, and distribution & logistics. Clients and prospective clients see his commitment, sincerity, and reliability which inspires confidence in CCC’s ability to deliver through expert infrastructure, management and business processes. 

Adel is fluent in five languages, including Arabic, Italian, and French. He is on the Customer Advisory Board of SBC and Vertical Network and maintains professional relationships with IBM, AT&T, HP, Oracle, EMC, Intel, SUN Microsystems, Verizon and Microsoft.

John Durso, 
Program Director

John is Corporate Call Center’s resident expert on Blue Cross and Blue Shield Government Insurance Programs, with over 20 years in the industry. He is experienced in all facets of call center operations including management, training, quality assurance, scripting, and account management. 

John is a goal oriented and results-driven professional with experience in designing, implementing and managing both inbound and outbound sales and service programs. John’s leadership formula is commitment, persistence, and passion. 

John was attracted to Corporate Call Center because of the opportunity it gave him to develop and nurture client relationships and to build an operation which results in client satisfaction, retention, and expansion. 

On the operations side, John’s expertise lies in analyzing data, troubleshooting, developing functional specs for data systems, and streamlining operations. 

The majority of the projects in John’s realm are in insurance/financial service and sales, specialized in the health insurance senior market for Medicare, Medicaid, PDP, MA-PD, HMO, PPO and Full Dual Eligibility products. 

He is also experienced in the under-65 individual and group open-enrollment marketplace. 

John’s client base has included over twenty Blue Cross and Blue Shield carriers, Advanta, Fleet, Bank of America, Wachovia, Garden State Life, Monumental Life, and the AMA Insurance Agency. 

He is licensed in 18 states in Accident & Health, Life, Property and Casualty. 

Bill Pride
Director of Training & Quality Assurance

Bill brings over 25 years of experience in call center operations to his role as Director of Operations for all CCC sites. Having begun his career with one of the best practices leaders, IBM Corporation, Bill has a rock-solid foundation in processes for effective and successful call centers. His experience as a leader and operations expert has been built upon projects which enhance business infrastructure, exponentially grow call centers, improve customer service, automate and bring efficiencies to operations. 

Committed to honing the infrastructure at CCC, Bill is looking at commonalities among all projects and client efforts. He is engaging the great talent of CCC leaders from all disciplines to collaborate on an operational standard for the firm. An annual strategic plan which reflects the energy and knowledge of call center staff, customer feedback, client interactions and executive direction is the goal. 

Externally, Bill is capitalizing on the positive qualities that make CCC unique and distinguishes the organization from the rest of the industry. Having operational efficiencies and repeatable and continuously improving processes across all CCC sites will enable the call center to service all client needs while the organization continues to grow rapidly. Internally, Bill sees clear and consistent communication as paramount to attracting and retaining talented employees and promoting an understanding of what drives new business, repeat business and referrals. 

Bill studied Business Management and Accounting at Ithaca College with additional courses in that subject area as well as Computer Science and Applications at Temple University and Community College of Philadelphia. He is currently preparing to obtain his insurance licensing in Accident & Health.

Roseanne Scully
Director of Client Relations

Roseanne brings over 25 years of entrepreneurial experience to the leadership team at CCC. She has led, owned and sold multiple businesses in diverse industries including publishing, event marketing, conference management, printing and retail. Roseanne has sold and managed national accounts in the retail arena. She has also supported operations for a $15 million retail organization with 26 departments and eight services centers for the U.S. Naval Resale. 

Roseanne is experienced in all phases of operations including hiring, training, supervising and delivering results. She has overseen accounting functions and procedures through operating statements and cash flow analysis interfacing with accountants, bankers and attorneys. 

Above all, Roseanne has learned that business is about people. Her excellent communication and organizational skills have enabled Roseanne to negotiate employment contracts, vendor agreements and prepare due diligence for buying and selling businesses. In 2006, Roseanne joined CCC, leading an open enrollment program that processed over 20,000 calls in a four-week period. 

Roseanne has extensive experience in leading massive projects, having run the nation’s second largest direct marketing conference and trade show, Direct Marketing Days in New York (DMDNY). Building on her success in New York City, she subsequently launched a trade show in Philadelphia, Marketing Expo that drew over 3,100 attendees from over 1,000 companies. Her talents are now being applied to a growth project for a key client to ensure that processes and procedures are in place that would work just as well for a regional operation as they would for a national operation. 

Roseanne graduated with honors from Eastern University with a BA in Organizational Management and an Associates Degree in Accounting from Montgomery County Community College. She has extensive business training, including Wharton’s Business Seminar with the Small Business Development center in Philadelphia. 

Robert Sidky,
IT/Infrastructure Manager

Rob brings a wide-ranging information technology background including Tier III Help Desk, facilities management, and supervision to Corporate Call Center. 

Rob is especially knowledgeable in the Telecommunications discipline of IT, having worked as a telecommunications technician and as an integral member of the call center at the corporate headquarters of CVS. There, he helped to run the center from an operational perspective as well as providing hardware and software technical expertise to the center and to CVS stores nationwide. 

His natural management abilities were enhanced through training he received while in the United States Coast Guard, which he credits with teaching him leadership and motivational skills which couldn’t be found in any book. 

Rob has both an entrepreneurial and corporate spirit as evidenced by his successes in CVS, in a national insurance sales organization and in running his own retail establishment. 

Rob is an advocate of and champion for technology enhancements and innovation that help CCC’s clients meet their ever-changing business needs. 

Jim Higgins,
Program Manager, Senior Industry Expert

Jim is a Program Manager and Senior Industry Expert who brings over 20 years of Life and Health insurance experience to CCC. Coupled with over 10 years in call center sales and management positions, Jim has the knowledge and expertise to successfully navigate the intricacies of call floor operations. He is a hands-on manager who has led and developed up to 140 direct reports. 

As a manager, Jim is diligent about finding and developing the potential in each of the licensed agents on his team and leveraging those capabilities to benefit his client and CCC. 

As CCC’s Senior Industry Expert, Jim stays on top of new and developing policies and regulations in the industry and shares that knowledge with his staff and colleagues. Jim has found that there is a direct tie on the call floor between knowledge and performance, especially for initiatives involving selling. His theory is that if the agents thoroughly understand the products they are selling, they can concentrate their efforts on the phone to building the rapport and relationships that are needed to close the sale. 

Jim has been licensed in Life, Accident & Health since 1985 and uses his Continuing Education coursework as way to stay informed as well as energized. 

Amith Nanayakkara,
Program Manager 

Amith joined CCC’s management team with over 13 years of progressive experience in many diverse industries including hospitality, collections, managed care, and health insurance. His strong sales and customer service background enables Amith to provide both practical and strategic guidance to the licensed agents on his team. 

Amith is a proficient leader who supports his team to reach their highest possible potential by always showing them respect and engaging them to do their best work. Amith is committed to structure and consistency and is always looking for ways to streamline processes while making them scalable. In equal parts, he enjoys challenges of all kinds and the ongoing satisfaction he derives from interacting with staff and colleagues. 

Amith is well-versed in operational issues including call floor, data processing, and fulfillment and has a strong knowledge of database and automatic call distribution systems. With his expertise in sales and service process as well as the technical tools needed to support that process, Amith is able to guide his sales teams to meet client goals. 

Amith is licensed in 50 states in Accident & Health. 

Ken Silverstein,
Program Manager 

Ken takes his position as Program Manager to heart and is committed to his team and how they serve the needs of the client. He has high standards and through his lively and spirited personal style, those that work for him take on those high standards too. 

Ken knows that developing relationships with clients and staff is the secret of retaining and growing business. As a product manager for an investment company, Ken interfaced directly with sales staff that quickly learned that taking Ken on their calls would help close the deal. 

In addition to his investment and banking background, Ken has 15 years of insurance industry experience, both in face-to-face sales and call center environments. His commitment to relationships translates nicely to the message he conveys to his team – calls will be handled in a timely and accurate way, and how a caller is treated is just as important as the information that is being shared. 

Ken is an extremely supportive manager who maintains a strong presence on the call floor without micro-managing his staff. He is committed to building his team so that they can meet and exceed their goals. 

Ken is licensed in multiple states in Life, Accident & Health. 

Jean Dilley
Client Relations Manager

Jean has led marketing organizations and managed client relationships for over 20 years. She serves as CCC’s Client Relations Manager and is focused on understanding client needs. Based on her experience as a marketing executive in the banking industry, a chamber of commerce president, and founder and CEO of her own marketing organization, Jean knows that successful customer service means ensuring that all of the pertinent information about the client and their customers is required. 

With weekly client conference calls for sales and marketing, communications, and group plans, Jean is listening for strategic opportunities as well as staying on top of daily issues and activities. Her input during the campaign planning phase contributes to a process that will allow the call center sufficient time and data to thoroughly prepare and educate CCC’s telephone agents. CCC is the front line to customers and Jean considers every call an opportunity to gather customer feedback and improve service. She and her team are creative, suggesting outbound programs to proactively manage the clients’ needs or find ways to enhance communications to strengthen the customer relationship. As a conduit between the client and the customer, Jean works closely with the telephone agents to make sure that CCC is actively strengthens that bound. 

As part of the CCC management team, Jean shares best practices gained over a diverse business background to help the organization plan and grow. By analyzing growth strategies for future campaigns and promoting ways to reach the potential target audience not only will her clients reach their goals, but CCC will grow with them. 

Jean has a BS in Biology and has continued her professional development in management, strategic planning, negotiation, change management, accounting and law. She is currently licensed in Accident & Health. 

Sunny Timbo
Licensing, Compliance & Human Resources Manager

Servicing the organization’s licensing needs including: initiations, renewals, state regulations and other compliance requirements.  Sunny is also fulfilling the Human Resource function for Corporate Call Center employees providing support for interviewing, hiring, benefits and orientation.  She is standardizing processes and procedures in licensing, compliance and human resources.

Sunny is pursuing a Masters of Business Administration at St. Joseph’s University and has a Bachelor of Science in Business Administration from St. Michael’s College.  Sunny brings experience from the financial sector where she worked as a Portfolio Administrator managing client relationships and executing mutual fund trades. 

Pat Segata,
Program Manager

Pat Segata brings over 12 years in sales and customer service experience specializing in insurance, healthcare and financial services to call center clients.  He has an extensive background in call center operations and expertise supervising in and outbound accounts.  He has served as both a direct client interface and as a liaison with account managers who represent the customer. He knows how to manage, monitor and coach the operations floor for maximum impact to the client.

Pat’s experience in client management and quality operations fits in perfectly as CCC continues the rapid growth of the local programs department for clients with a project scope up to one million dollars.  With a specialty using computer models for financial scenario planning, Pat is a great asset to small business accounts.  He brings his business acumen, detail orientation and a commitment to service to numerous clients in the start up phase of their business.

Pat holds the insurance designation, LUTCF, and is licensed in 10 states for life, accident and health and has the NASD series 6, 63.

Daniel Arena,
Program Manager

Daniel Arena brings a lifetime of customer service experience and leadership to the management team at Corporate Call Center.  His background in the military taught him how to negotiate complicated rules and regulations.  He builds on that experience when navigating the intricacies of the requirements of his clients in the Healthcare Industry. 

Dan is most passionate when he shares his knowledge and expertise with others.  He is an asset to CCC operators inspiring confidence for them to be an advocate for every caller. Training is of paramount importance to Dan who keeps up to date on the latest techniques with constant reading and internet research. 

Dan is committed to bring more clients into the call center because he knows how the operators make a difference that is unique. Dan has coached operators on the phone with calls that started out with complaints, frustration or even anger.  With calm, confidence and knowledge, Dan and the operators he supports address the issue and make a connection with the caller that leaves them satisfied and restores the caller’s confidence in their plan.  There is a grounding and strength of character to Dan which is hard earned having bicycled the Sea of Galilee at age 42.  He brings a can do attitude to leaders and operators alike at CCC.

Dan spent his early career in the Electronics Industry with the Burroughs Corp. (now Unisys).  He has worked in Purchasing and Sales giving him a full picture of the customer service cycle.

Dan has a Bachelor of Science in Business Administration from Ursinus College and is proud to have earned his degree on nights and weekends. While residing on the West Coast, Dan held a license to sell Real Estate and Manufactured Homes.  Dan is licensed in Life, Health & Accident for Pennsylvania, Minnesota, Montana, Wyoming, Iowa, Nebraska, North Dakota and South Dakota.