Our Call Center Consultants and Training Team
★★★★★ Rated 5 out of 5
“Mo, you are one of the best! I was privileged to attend many of your Coach-the-Coach sessions and you are a consummate professional! Wishing you continued success!”
Darren Bowden | RSRS Inc.
Our Training and Consulting Team
CCTS is made up of a strong core group, plus we involve many trainers and consultants, depending on the project, its size and scope, and the type of delivery that is most needed. Meet our core team below!
Mo Bellio: President
In 1991, Mo Bellio founded Florida Corporate Training after a successful, eight-year career in sales, management and training at Sprint. The company was renamed Call Center Training Solutions after having great client success in that space. Since then, Mo and his team have consulted with every type of call center across North America and internationally, including in India, the Philippines, Brazil, Argentina, Columbia, Chile, England and Switzerland. Over the last 30+ years, he has established high-performance standards at countless client locations. Mo has a 38+ year background in selling and sales management, customer care and training and delivery skills. Through his courses and consulting, Mo has personally trained and developed tens of thousands call center reps, Supervisors, QAs, senior leaders and trainers.
Specialties
- Call Flow Development and Ongoing Improvements
- Complete Call Center Assessments: Reps, Leaders, Senior Leadership Strategies
- Call Analysis: Finding the Best Practices needed to Succeed
- Large Account Engagement/Overseeing the entire Training Build and Delivery
- Sales, Customer Care and Front-Line Management Training
- Multi-site Alignment
- Trainer Training & Skills Development
Patty Ash: Vice President of Talent & Organizational Development
Patty Ash has been an invaluable member of the CCTS family for nearly two decades. In early 2024, we were thrilled to welcome her back, bringing with her an arsenal of expertise spanning the contact center industry and beyond. Patty’s leadership career outside of CCTS is marked by her exceptional ability to steer companies through significant transitions and acquisitions.
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Her talent for fostering collaboration and productivity across all levels of management and staff has consistently ensured organizational cohesion and success. Within CCTS, Patty has years of expertise in training, presenting, consulting, course writing, call flow creation, writing participant guides, leaders’ guides and comprehensive job aids for trainees.
Specialties
- Consulting and Onboarding for New Clients
- Call Analysis: Identifying and Creating Best Practices
- Call Flow Development
- Sales, Customer Service and Management/Coaching Training
- Process Improvement
- Writing Standard Operating Procedures
- Change Management
- Process Evaluation
- Workflow Analysis
- Technical Writing
- Creating Performance Frameworks
- Creating Handbooks and Policies
- Succession Planning
Bret Collins: Vice President Call Center Optimization
Bret Collins has been rebuilding contact centers in a director position and creating success stories for 25 years. He is a dynamic, results-oriented executive with extensive experience in leading multi-site customer service, sales and technical support operations. Bret excels in leading people, leading change, and building relationships.
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In all his work, Bret’s mission is to champion a strong focus on customer satisfaction and loyalty. He helps clients develop an employee relations strategy that increases engagement and accountability, leading to exceptional performance and retention rates that outpace industry benchmarks. Skilled in developing leaders, managing cross functional teams, improving business results and reducing operational costs, Bret will be able to examine your site from many angles to make sure problems are truly solved and performance increases are sustained, long-term.
Specialties
- Turnarounds / Change Management
- Recruiting / Hiring / Coaching / Training / Retention
- Site Selection / Real Estate
- Contract Negotiations
- Global and Domestic Outsourcing Selection and Management
- Multi-Center P&L / Expense Control
Erica McGinnis: Vice President Client Engagement and Training
Erica McGinnis began her career in sales, quality assurance and leadership/coaching with call centers in 2016. She joined CCTS in 2022 and has made an incredible contribution right from the start. Erica has ceaseless energy (just wait until you meet her!), a knack for inventiveness, a process improvement mindset and a desire to make a big difference in peoples’ work lives with every meeting she conducts. She is an excellent skills trainer. Erica builds many of our Call Flows for new client engagements. She works with every leader we train and provides ongoing monthly support for clients in Call Listening and Coaching, QA, and every other activity a call center leader needs to be successful!
- Specialties
- Call Analysis: Finding the Best Practices needed to succeed
- Call Flow Development and Ongoing Improvements
- Sales, Customer Care and Front-Line Management Training
- One-on-One Leadership Development
- Monthly Call Listening, Coaching and Reporting / Partnering with Leadership
- Salesforce and System Performance Analysis and Consulting
- Consulting and Coaching in Remote Workforce Environments
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