| Jeff Maszal, President |
Jeffrey L. Maszal (Jeff) has 20+ years of highly successful contact center management,
contact center & customer experience consulting, project management, and customer
satisfaction & brand loyalty/retention research experience.
Prior to launching JLM Consultants, Jeff was a Vice President with Customer Care
Measurement & Consulting (CCMC) in Alexandria, VA where he led CCMC’s consulting services
and sales & marketing initiatives.
Before CCMC, Jeff was with The Management Network Group (TMNG) - a leading management
consulting firm in the communications industry. Jeff launched TMNG’s research and CRM
practices and served as TMNG’s CRM Practice Lead and Director of Research. While with
TMNG Jeff directed a year-long series of ground-breaking national probability studies
quantifying the impact of wireless number portability on the wireless and telecom industries.
Jeff began his consulting career with TARP, providing contact center consulting, project
management, and customer satisfaction and brand loyalty/retention research services to
multinational corporations in the United States and Europe. Jeff spent three years at TARP
Europe and managed consulting and research projects in North and South America, Europe,
the Pacific Rim, and Australia.
His insights and work have been featured in The Wall Street Journal, The Washington Post,
The New York Times, The Financial Times, NPR, Bloomberg TV, and CNN. He has published 16
topical articles over the past 19 years.
Jeff is also an accomplished speaker, having conducted workshops and presented at
conferences in North and Latin America, Europe, the Pacific Rim, and the Middle East. Jeff
was a featured speaker at Dubai’s (U.A.E.) 4th GCC Government Organizations Customer Care
Excellence Conference. He also led a two-day seminar in Kuala Lumpur, Malaysia, on
Customer Intelligence: Cashing in on the Customer Care Revolution, in November, 2006.
Born and raised in Detroit, MI, Jeff remains a mid-westerner at heart. He still roots for his
favorite Detroit sports teams; except the Detroit Lions, he prays for them. One of his "claims
to fame" is that he worked for Henry Ford’s (yes thee Henry Ford) granddaughter (Josephine
Ford) during his summers in college.
In addition to his consulting career, Jeff has seven years of contact center management
experience. Jeff co-authored the Maryland State Youth Suicide Hotline program; the pilot
program for what is today's National Suicide Prevention Hotline program.
Jeff has received several awards and recognitions, including citations from the Governor of
Maryland and the Maryland State Legislature. In October, 2009 Jeff received the Star Award
from the Society of Consumer Affairs Professionals (SOCAP).
In 2010, Jeff will serve as Chapter President for the Washington DC SOCAP chapter.
Jeff has a Bachelor and Masters degree in the social sciences and currently resides in
Alexandria, VA.
contact center & customer experience consulting, project management, and customer
satisfaction & brand loyalty/retention research experience.
Prior to launching JLM Consultants, Jeff was a Vice President with Customer Care
Measurement & Consulting (CCMC) in Alexandria, VA where he led CCMC’s consulting services
and sales & marketing initiatives.
Before CCMC, Jeff was with The Management Network Group (TMNG) - a leading management
consulting firm in the communications industry. Jeff launched TMNG’s research and CRM
practices and served as TMNG’s CRM Practice Lead and Director of Research. While with
TMNG Jeff directed a year-long series of ground-breaking national probability studies
quantifying the impact of wireless number portability on the wireless and telecom industries.
Jeff began his consulting career with TARP, providing contact center consulting, project
management, and customer satisfaction and brand loyalty/retention research services to
multinational corporations in the United States and Europe. Jeff spent three years at TARP
Europe and managed consulting and research projects in North and South America, Europe,
the Pacific Rim, and Australia.
His insights and work have been featured in The Wall Street Journal, The Washington Post,
The New York Times, The Financial Times, NPR, Bloomberg TV, and CNN. He has published 16
topical articles over the past 19 years.
Jeff is also an accomplished speaker, having conducted workshops and presented at
conferences in North and Latin America, Europe, the Pacific Rim, and the Middle East. Jeff
was a featured speaker at Dubai’s (U.A.E.) 4th GCC Government Organizations Customer Care
Excellence Conference. He also led a two-day seminar in Kuala Lumpur, Malaysia, on
Customer Intelligence: Cashing in on the Customer Care Revolution, in November, 2006.
Born and raised in Detroit, MI, Jeff remains a mid-westerner at heart. He still roots for his
favorite Detroit sports teams; except the Detroit Lions, he prays for them. One of his "claims
to fame" is that he worked for Henry Ford’s (yes thee Henry Ford) granddaughter (Josephine
Ford) during his summers in college.
In addition to his consulting career, Jeff has seven years of contact center management
experience. Jeff co-authored the Maryland State Youth Suicide Hotline program; the pilot
program for what is today's National Suicide Prevention Hotline program.
Jeff has received several awards and recognitions, including citations from the Governor of
Maryland and the Maryland State Legislature. In October, 2009 Jeff received the Star Award
from the Society of Consumer Affairs Professionals (SOCAP).
In 2010, Jeff will serve as Chapter President for the Washington DC SOCAP chapter.
Jeff has a Bachelor and Masters degree in the social sciences and currently resides in
Alexandria, VA.
JLM Consultants, LLC
Meet the President
| We are specialist in contact center management; contact center & customer experience consulting; project management; and VOC consulting and measurement programs. |
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Driving change that creates a positive ROI for your company and lasts!