Akanksha Agarwal
Software Engineer
Darlene Richard
Learning Experience Designer/ BA
Darlene joins Customer Science Group with over 30 years of practical, hands-on experience in all things customer service, from managing and designing centres to being responsible for running operations and has consulted with over fifty organisations in thirteen countries to help them better manage their non-face-to-face customer support cost-effectively and practically.
One of her key offerings is analysing and documenting processes and procedures that impact the quality of the customer experience (CX), especially during times of transformation and risk. Directed a project to ISO 9001 certification and within ISO 14000. Technical writing experience in ICT, legal, medical, water infrastructure, transportation, engineering, business processes, aerospace, industrial food service and project management.
Skills:
ArcMap, Adobe Captivate, HP TRIM, ARK, SharePoint, Atlassian Confluence, and Information Mapping, Evelyn Woods Reading Dynamics, Rudolph Flesch-Readability. Microsoft tools (including Teams and Visio), ITIL-3/4, BABOK, PMBOK, Agile and Prosci, Creative Problem Solving (CPSI), and Six Thinking Hats (DeBono), Human-Computer Interaction (HCI), Theory of Constraints (Goldratt)Membership and Qualifications:
Ohio State University – B.Ed. – Education, Psychology
‘PowerBI Basics’ and ‘From Excel to PowerBI – Knowledge Accelerators’
‘Artificial Intelligence Data Fairness & Bias’ – Learn Quest
‘Introduction to Artificial Intelligence’ – IBM
Georgia Tech – ‘User Experience Design’
UC San Diego – ‘Learning How to Learn’
Vanderbilt University – ‘Online Games: Literature, New Media, and Narrative’
University of California, Irving – ‘Foundations of Virtual Instruction’
Stanford University – ‘Organisational Analysis’
Adizes Institute – ‘PAEI Mastering Change Program’
Avraham Y. Goldratt Institute – ‘Theory of Constraints – Project Management’
CSPI Buffalo NY – Accredited Creative Problem Solver
State University of New York at Buffalo NY – Archetype Research Studies
Prosci Change Management – ‘Pilot Pro 2010’
AA Commercial Art – Famous Artist School, Westport CT
Physician’s Assistant Certification – Bryman College of Medicine, Atlanta GA
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Our Team
Alexander Kelly
Business Analyst
Andrew Carlton
Practice Director for CX Research, Consulting & Professional Services
Andrew Goodwin
CIO Senior Technology Consultant AI Consulting Lead
Aoife Connolly
Business Analyst
Barbara Mills
Training Lead
Bart Thomas
Principal Automation
Bill Vargas
Principal Digital Health Consultant
Catherine Larroche
Practice Director Contractors & Workforce Augmentation
Christine Davis
Specialist Consultant