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Executive Management Team
John Alexander Maraganis, President & CEO
John has nurtured Omega from a one-person startup to the dynamic, leading-edge company it is today. Using a proprietary strategy of "customer loyalty partnering," Omega has helped companies maximize sales and revenues by enabling their service organizations to exceed customer expectations, thus building highly profitable long-term customer relationships. John has steadily broadened the company's service offerings and industry expertise through the execution of a focused customer experience management (CEM) strategy that is the cornerstone of every Omega program.
Prior to founding Omega, John was a principal and executive vice president of software development and customer services for The DATA Group, whose "fieldwatch" software was the first off-the-shelf service management software product for the service industry. DATA Group became the number one software supplier in its industry, and was successfully sold to NYNEX Corporation in 1985. John is a graduate of New Hampshire College and has served on the boards for the Association for Service Management International and the American Electronic Association.
Tony Santilli, Vice President, Client Services
Tony is responsible for management of all of Omega's activities related to delivery of services and operations of our GoldMine TeleServices group. He provides the senior executive management leadership for the "on-time, within budget" CARE and GoldMine deliverables. This includes managing all TeleCenter operations, both internal and external vendors, the company's information system group, program managers and GoldMine TeleServices account management.
Tony joined Omega in 1995 and has held several key management positions. He also serves as Vice President of Omega's consulting organization, the Anthony & Alexander Group. Tony has made significant contributions in such areas as business development, account management, partner relationships and CARE deliverables and methodology. Prior to Omega, Tony served as a Senior Outbound Telemarketing Manager at Bose Corporation where he planned, organized and directed all activities of the outbound telesales function, generating $6M plus in annual sales. He is a graduate of Boston College.
William J. Moore, Director of Customer Relationship Management Institute
Bill serves as the Director for the Customer Relationship Management Institute (CRMI), an Omega affiliate. His duties include designing and delivering Customer Experience Management Best Practices workshops, Employee Loyalty Training and Retention Programs that result in the client's increasing customer satisfaction, employee retention and profitability. In addition to loyalty seminars, Bill has delivered numerous on-site training soft-skills training programs for front line and other supporting personnel at companies such as: Instron, Karl Storz, ABB Automation, Hologic, Thoratec, AccuSoft, Brenntag and Zildjiian.
Bill has a successful background as a service professional with over 30 years experience working with Honeywell, Data General, Wang Laboratories, EMC, and Kronos Incorporated. He has held senior management positions such as Worldwide Director of Technical Operations, Director of Customer Service Programs, Manager of New Product Support & Strategic Alliances, and President of Moore Merit Consulting Group. His expertise in creating, developing and implementing employee training and customer satisfaction programs have led to increased customer satisfaction and profitability at Wang Labs, EMC and Kronos. In addition to the customer satisfaction program at Kronos, Bill had responsibility for the service line of business achieving more than 120 million dollars in revenue annually and generating in excess of a 60% gross margin.
Bill graduated from the Executive Management Program of Louisiana State University, the DeVry Technical Institute and the United States Coast Guard Advance Electronics Center. He has served as an instructor at the U.S.C.G. Electronics Center, a Quality Leadership Instructor at Wang Labs, taught at the New Hampshire College of Management on Service Management and presented at the Northern Essex College Business Conference on Customer Satisfaction Processes and Techniques. He has delivered over a hundred seminars on employee and customer loyalty. Bill has also conducted a consistently top-rated CEM workshop of best practices at the prestigious Technology Services World (TSW) conferences held annually in Santa Clara and Las Vegas over the past three years.
Tony Zografos, Vice President, Finance and Administration
Tony's responsibilities include financial planning and reporting, banking relationships, company policies and procedures, purchasing, vendor negotiations and health care and benefits programs. His executive background includes general accounting, pricing, internal audit and cost accounting. Tony is a graduate of Bentley College and has several years of experience with companies such as Honeywell, Loral and Lockheed Martin.
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