Meet Our Customer Experience Experts
The COPC Inc. executive team is a group of customer experience experts who are committed to helping customer operations all over the world improve performance and customer satisfaction while enabling these organizations to reduce costs and drive revenue.
Co-founder and Chairman
Cliff Moore is co-founder and chairman of COPC Inc. Based on his extensive experience with performance management systems, Cliff led the research and the working sessions to develop the COPC Customer Service Provider (CSP) Standard in 1996. This industry standard for performance in customer contact operations has become the foundation for the COPC® Family of Standards, which today are known as the most rigorous and prestigious performance management systems in the customer contact industry.
At COPC Inc., Cliff works with senior management teams at dozens of Fortune 500 firms, developing and implementing service and performance improvement strategies. His client work includes major consumer brands such as American Express, AT&T, Bell Atlantic, GE, IBM, Xerox and the U.S. Postal Service. Cliff is a recognized expert in outsourced customer contact operations. He has worked with leading outsource providers in some of the fastest growing markets in the world, including India, the Philippines, China, Pakistan, Northern and South Africa, Eastern Europe, and Latin America. Coupled with his knowledge of buyers of customer contact services, Cliff provides COPC Inc. clients valuable insight regarding how operational performance affects the customer experience.
Prior to founding COPC Inc., Cliff was a vice president at Temple, Barker & Sloane (known today as Mercer Management Consulting), where he directed the firm’s quality management practice. He also was a consultant for Coopers & Lybrand’s Management Consulting Services in Washington, D.C.
Cliff received his MBA from the Darden School at the University of Virginia and has a BS in Business Administration from Old Dominion University.
Chief Operating Officer
Kathleen Jezierski is the Chief Operating Officer of COPC Inc., and is responsible for running a multi-national, global operation providing consulting, training and certification services. She is also a COPC certified auditor and leads the COPC Vendor Management Organization (VMO) practice area.
Kathleen began her career at COPC Inc. in 2001, as an integral member of COPC Inc.’s auditing and training team. She was instrumental in developing the COPC VMO program, which provides key performance metrics used by major purchasing teams to improve vendor selection and management for outsourced customer contact operations. For more than 15 years, Kathleen has developed her expertise in customer contact operations, specializing in the telecommunications industry where she has a proven track record of improved performance tied directly to maximizing ROI.
As the director of BellSouth’s Georgia Consumer Marketing Management, she co-led an interdepartmental team that increased productivity, which resulted in $10 million in annual savings. In a similar role at Alternate Channel Operations, she outsourced $64 million in call center and fulfillment activity that generated more than $2 billion of revenue per year. She also succeeded in reducing error rate of an internal center by 20%. Kathleen’s training skills were finely tuned as a director at ADSL Operations, where she helped create new training materials and established performance metrics. In this role, she was part of a team that produced a 10% reduction in expenses, earning her the Tier 1 Award for exceeding expectations.
Kathleen earned her BA in Mathematics Education at the University of Central Florida. She also has an MBA from The Roy E. Crummer Graduate School of Business at Rollins College in Florida.
CEO, EMEA Region
Richard North is the CEO of Europe, Middle East and Africa (EMEA) and has been leading this region for COPC Inc. for the past 11 years. He is a seasoned business leader with extensive knowledge of both the COPC® Family of Standards and the customer contact industry throughout the European and Middle Eastern markets.
In addition to leading this region, Richard is also active as a senior auditor and a global resource leader for certification to the COPC CSP and OSP Standards. Richard has a specialized expertise in applying COPC Family of Standards to drive improvement of business fundamentals particularly to third-party or outsourced customer contact operations. He also is a member of the COPC® Standards Committee, which is responsible for the development of the COPC Family of Standards.
Prior to joining COPC Inc., Richard was involved in managing customer service organizations throughout Europe in both operations and executive roles. He was European vice president of Corporate Software and later Stream, and a service delivery officer responsible for Northern Europe for ClientLogic.
Richard has a PhD in Genetics and Biochemistry from Edinburgh University, and a BSc (Hons.) from The University of Newcastle-Upon-Tyne.
CEO, APAC Region
Ian Aitchison is the CEO of the Asia Pacific (APAC) region of COPC Inc. and has great expertise in Asian and Australian contact center operations, having worked extensively throughout the region. He has 15 years of experience in the customer contact industry, marked by the consistent delivery of quality, service and process improvement that is the hallmark of the COPC® Family of Standards.
He brings to COPC Inc. a level of experience that encompasses all aspects of the contact center and helpdesk operations. Having managed in-house and outsourced contact centers as well as back-office processing centers, Ian fully understands the speed of change required when managing within this operational environment. His industry expertise includes technology, financial services, telecommunications, government, collections, credit card and insurance industries. In addition to leading the Asia Pacific region, Ian has provided training and consulting advice to more than 25% of the world’s top 50 brands. He is a senior auditor for the COPC CSP Standard and is a qualified Six Sigma trainer.
Prior to joining COPC Inc. in 2006, Ian served in a number of executive roles in the industry including national contact center manager for KAZ Business Services, manager of consulting services for Datacom, and business improvement manager and call center manager with Connect Interactive. Ian also was a customer manager for the Service Improvement Team with British Gas in Edinburgh, Scotland, where he was a finalist for the Chairman’s Award for Business Excellence.
Ian holds a BA in Legal Studies from Napier University, Edinburgh Scotland, and is currently studying for an MBA from the Edinburgh Business School at Heriot-Watt University, Scotland.