Infinity Customer Care Solutions

ICCS SERVICES

Inbound Customer Services

Excellent, experienced customer service that includes a true passion for overall customer care is vital to the success of any business. ICCS knows what makes a great inbound call and contact center and our Customer Care Associates are fully trained to intimately understand your products and services.

Outbound Customer Services

Our outbound services will interact with your existing customer base through various customer touches conducted in a professional and knowledgeable manner that will help you retain your base. We also provide full telemarketing services to help grow your business and increase profitability.

Social Media Services

You can improve your market intelligence and get ahead of your competitors by enhancing your social media presence and response. Social media will naturally help you expand your audience through the proper approach and additional exposure on the various social media networks.

Back Office and Data Entry Services

ICCS provides an affordable array of services related to back office and data entry tasks. Let us assume these tasks and save you expense, freeing you to concentrate on your core business.

Customer Retention / Collections

ICCS, through the utilization of proven customer care programs, excels in improving customer retention. This includes securing customer payments, both current and arrears, and working to retain the customer so as to enhance the profitability of your company.

Telemarketing/Direct Mail Services

Let our telemarketing team become an integral part of your new customer acquisition plan. Here at ICCS we realize we are a direct extension of your business and, accordingly, we work with you to develop script content in order to thoroughly educate and train our associates.

DIGITAL & EMAIL SUPPORT Services

Social media is vital in building a relationship between your brand and consumers. Infinity Customer Care Solutions (ICCS) can optimize your company’s social media platforms in order to increase and enhance your social visibility enabling you to reach additional customers.

Market Analytics Services

Market analytics can reveal a new understanding by product, service, and location within your customer base. This permits focus on profitability for your company, many times within segments of your business that were previously unprofitable.

Our Staff

ICCS has over 50 years in customer care and related businesses that includes extensive management, customer service, retail, data entry, business analytics, and, now in more recent years, social media experience. We can state with all certainty that our passion for customer care makes for a great business partner with our clients while providing a great place to work for our terrific associates.

Below are the credentials of some of our managers and associates of which we are very proud to have on board!

Shawn Hoover

President

Randy Waugaman

Director of New Business Development

Experience: 30+ years in Management
Experience: 30+ years in Customer Service
Experience: 30+ years in Sales and Marketing
Experience: 15+ years as Newspaper Circulation/Audience Director

Quote : “Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution”.

Penn State, Business Management – Go Nittany Lions!

Susan Morris

Manager

Experience: 40+yrs. Management, Administration & Customer Service, 15+ yrs. Collections, 30+ yrs. Sales, and 11+ yrs. Telemarketing/Data entry.

Managed and set up new financial facilities, media call centers union and non-union for inbound and outbound calling from selecting and training staff to manage full process.

Quote : “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider on our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favors by giving us an opportunity to do so.”
~Mahatma Gandhi~

Scott Hoover

Experience: 25+ years in hospitality and banking industries with a strong emphasis in customer service, sales and management and 3 years managing collections

James Bonidie

Telemarketing Manager

Jon Crain

Marketing

Experience:22+ Years computer technical services & internet business marketing. Microsoft Certified Systems Engineer, Microsoft Certified Professional and multiple related certifications.

I own two small businesses in the Pittsburgh area providing both computer IT services and small business internet marketing. We are focused on providing computer related solutions to small businesses.

Quote : “You miss 100% of the shots you don’t take.”
–Wayne Gretzky

Michael Quigley

15 + years – Managing, Administration & Training with Customer Service
5 + years – Digital/Social Media support

20 + years in the Entertainment field (Video & Photography, Comedy, Music, & Performing Arts)

Quote : As you navigate through the rest of your life, be open to collaboration. Other people and other people’s ideas are often better than your own. Find a group of people who challenge and inspire you, spend a lot of time with them, and it will change your life.
~Amy Poehler

Sophia Bell

Specialist/Digital Supervisor

Experience: 12+yrs. Customer Service, 3+ yrs. Collections, 10+ yrs. Sales, and 4+ yrs. Telemarketing

Anthony Cuda

Customer Care Lead/Collections Lead

Experience: 20 yrs. Telemarketing, Customer Service, Collections and Data Entry and 17 yrs. managing Telemarketing.

Quote : “Quote: There is nothing impossible to him who will try!”
~Alexander The Great

Tammy Marting

Cusomer Care Associate/Lead & Weekend Supervisor

Experience: 8 yrs Management, 10 Collections, 25 Sales & Service and 5 yrs Human Recources Administration

Quote : “The difference between ‘try’ and ‘triumph’ is just a little ‘umph’. “
~ Bonnie Przybylski

Rob Alston

US Army Veteran

Experience: 15 yrs US Army as Mechanic, 2+ yrs. Customer Service, 1+ yrs. Digital and social media support and 2+ yrs Technical and Mobile customer service support

Quote : “Being a professional is doing the things you love to do, on the days you don’t feel like doing them”
~ Magic Johnson

Megan Brown

Lead and Trainer

Experience: 15 years Executive and Legal secretary and 8 years sales and customer service experience.

Quote : “Experience is what you get when you didn’t get what you wanted. And experience is often the most valuable thing you have to offer.”
~ Randy Pausch

Jason Stitt

Customer Care Associate

17 yrs in Customer Service and Telemarketing.

Quote : “I like doing this job because I can help People solve problems, save money, or just answering any questions they may have about their accounts.”
~Jason

Tishawna Patterson

Customer Care Associate

Experience: 7 yrs in Customer Service and 3 yrs in data entry

Quote : “The only way to do great work is to love what you do.”
~Steve Jobs

Ashley McAllister

Specialist/Digital Support

Experience: 5 yrs. Customer Service and Technical Support

Quote: “Patience is not the ability to wait but how you act while you’re waiting.”
~ Joyce Meyer

Michael Cook

Collections Agent

Experience: 10 yrs Telemarketing and Customer, 2 yrs. Digital Support and Data Enter and 8 yrs Retail Management.

Quote: “I know where I’m going and I know the truth, and I don’t have to be what you want me to be. I’m free to be what I want.”
~ Muhammad Ali

Karen Henry

30+ years Business Owner
30+ years management experience
30+ years customer service
4+ years telemarketing
1 year collections

Quote : “The customer is the foundation of your business. Respect, patience and loyalty are an essential component in repetitive business; listening is imperative for satisfying your customer needs.”

Service of Excellence Customer Comments

Presented to

Infinity Customer Care Solutions Associates

“Rob was very helpful. He took his time and got me access to the online product. Without him, I couldn’t do this. He was very polite and patient.”

Jim D.

“Tishawna, THANK YOU for getting my issues corrected. I had an issue will the delivery of my product as far as placement was concerned and she was able to get it corrected.”

Henry

“Anthony has a great speaking voice. Your company did a great job hiring him. Excellent job in getting a resolution for my problem!”

Mr. L.

“Tishawna, THANK YOU for getting my issues corrected. I had an issue will the delivery of my product as far as placement was concerned and she was able to get it corrected.”

“I just want to thank Debbie, Megan, Jason & Anthony for helping get my mother’s newspaper delivered to her porch. I’ve called numerous times and I feel it was all their efforts that helped make this happen. It has been delivered for two consecutive days now. Thank you all for your efforts!”

James C.

“I’m calling to let you know I’m a satisfied subscriber. I finally spoke to a chap and his name was Mike Q. I’ve had an ongoing issue for the last 13 months and Mike straightened everything up in 20 minutes. This young man is your superstar. “

“Charlene provided outstanding service to me. She is very, very customer oriented. Charlene was also pleasant and competent and great to work with. ”

Tony D.

“I called today 1/31/2017 to customer service with a problem. I talked to Michele who was very helpful in solving my problem. I decided to continue receiving the paper. I just wanted to let someone know since she was very helpful.”

James C.

“Charlene is the very nicest persons that I have had the pleasure to work with. She is very courteous and helpful. She has helped me with a problem that has been going on for over a year. Although others have helped I never got the results that I have with her. She is an asset to your company.”

Marlene D.

“Just wanted to call and let you know that Mike was wonderful. Apparently, we had a balance owed and did not know it. Mike explained what had happened and why we owed those funds. He was truly, truly helpful. We are looking forward to many years with the Post-Gazette because of his help!”

Laura S.

“I have been having problems with my digital version of the Pittsburgh Post-Gazette for awhile. Rob was able to easily translate the technical terminology into a language I could understand. He also called me back a few days later to check on my PGe and I was very happy. Rob is a PROFESSIONAL, GENTLEMEN and a Wonderful person to talk to, he should be considered an Asset to the Post-Gazette”

Dave C.

“I told Anthony that my paper was never in the tube for 5 years and he handled my issue. The paper is now delivered to the tube. Please extend my thanks and praise to Anthony for taking care of my issue. Today’s paper was dry and in the tube!”

Patricia M.

WELCOME

YOUR CUSTOMERS.....OUR PASSION!

ICCS SERVICES

Inbound Customer Services

Outbound Customer Services

Social Media Services

Back Office and Data Entry Services

Customer Retention / Collections

Telemarketing/Direct Mail Services

DIGITAL & EMAIL SUPPORT Services

Market Analytics Services

Our Staff

Shawn Hoover

Randy Waugaman

Susan Morris

Scott Hoover

James Bonidie

Jon Crain

Michael Quigley

Sophia Bell

Anthony Cuda

Tammy Marting

Rob Alston

Megan Brown

Jason Stitt

Tishawna Patterson

Ashley McAllister

Michael Cook

Karen Henry

Service of Excellence Customer Comments

Presented to

Infinity Customer Care Solutions Associates

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