A Service You Can Depend On!
Randy Harmat, CEO
Randy is an entrepreneurial and strategic call center leader. At Endicott, Randy is leading a state-of-the-art contact center that offers bilingual inbound and outbound phone services, email response and live chat. In addition to supporting the long-range vision for Endicott, he is active in acquiring new business relationships for the company. Randy graduated from the University of Redlands with a Bachelors in Science in Business Administration and completed MIT’s Entrepreneurial Masters’ program.
Marlene Lockwood, Vice President
Marlene has been in the contact center industry for over 15 years and her knowledge crosses over several industries. She is responsible for overseeing day to day operations, strategic planning, infrastructure development, client relationship management and sales growth of our ContactCenter locations. She has been a key part in organizational leadership through periods of growth and change.
John Bryant, General Manager
Bryant Answering Service has been a family business since 1970, John started young as he worked with his family in the answering service. Endicott acquired Bryant Answering Service in 2007 and John Bryant accepted a position with Endicott group of companies. His vast experience, technical knowledge, client relationships and his and his staff’s history of excellent customer service excellence attract new clients.
Lynette Willis, General Manager
Lynette manages Endicott’s New Jersey offices of Corridor and Central Voice Answering Services. Lynette has over fifteen years in the Answering Service business, ten of those years in management positions. The center thrives under Lynette’s leadership, her “can do” way of working with her clients and employees is what it takes to manage a large center while providing individual service to her clients.
Michelle Besser, Interim General Manager
Michelle Besser is the Interim General Manager of the Maryland Site and working along with her is Operations Manager Sandy Wolfe. Michelle with over twenty years of service and Sandy with over nine years have created a dynamic in the center. Through their efforts and shared experiences the Maryland site is growing and excelling as they provide and service to their clients.
Tammy LaBarr, Operations Manager
Tammy has worked in the Answering Service business for over 16 years – she has experienced every department from operator, dispatcher, lead operator, billing/customer services and Assistant Manager. As the Operations Manager for the New York site her tireless efforts are a benefit to her clients and their callers. Her daily goals include providing exceptional service, attention to detail and outstanding quality operators for callers.
Michelle Besser, Training & Development
Michelle manages the Training and Development Department for Endicott Operations, she and the Quality team produce basic training material for new operators, monitoring guides, goals and assessments, HIPAA training, Operator certifications and Site certifications. She has over 20 years of experience in operations of the Contact Center and Answering Services Industry which included General Manager, Quality, Programming, Processing and Customer Service. Michelle has a Bachelor of Arts from the University of Maryland.
Delia Blackman, Quality Assurance
Delia has been with Endicott over 8 years, Delia has managed the Quality Assurance effort to set the standard not only by her own performance, but to meet the Endicott mission and criteria within the industry. Delia started her career with us as an Operator and worked her way through to the Quality Assurance Specialist. Her ability to manage the needs of quality coupled with the Training and Development Department has provided remarkable results.