Senior people are all we employ at Cross-Rhodes. We bring a wealth of experience as business process and customer experience designers and problem solvers.
Russell Onofrio, a partner at Cross-Rhodes is an operations
leader with over two decades of experience and expertise in contact center management, process improvement,
customer experience, performance management and technology. He has lead corporate operations in diverse industries
and for
both mature and early stage organizations like Zipcar, OnProcess
Technology, Lotus Development Corporation, and 440 Financial. He is an advocate for defining the customer experience,
supported by process design and technology to build long term loyalty, as way to help companies grow profitably.
Russell speaks nationally and internationally for American Teleservices
Association, Lotus Development and others on operations metrics,
performance management and employee motivation.
We maintain an extensive network of senior consultants
from a variety of specializations that we can bring to bear on your unique
business issues.
Greg Maguire, a partner at Cross-Rhodes, offers
extensive experience and expertise in dramatically improving performance of
day-to-day operations, particularly in healthcare insurance. He has held
senior (operations and information technology) leadership positions at Aetna, AmeriHealth Mercy, CIGNA, Prudential, TriZetto and most recently, as Senior Vice
President of Technology and Operational Support Services for CareFirst BlueCross
BlueShield. Greg’s experience includes the implementation of programs that
generated 40% improvement in claims productivity and 20% improvement in
financial accuracy. Maguire holds a Bachelor of Science in Biology from
Indiana University of Pennsylvania (IUP) and the Chartered Life Underwriter
(CLU) professional designation.
Margaret
Bernier, a partner at Cross-Rhodes,
has over 20 years of experience guiding organizations toward improved
operations through process analysis, process design and technology
integration; including involvement
of process owners and teams, and frequent communication.
Her industry experience includes organizations in financial services,
healthcare, professional services and not-for-profit organizations. Ms.
Bernier has served as a Research Associate at the Harvard Business School,
assisting in the development of Accounting and Control course case studies
in the area of activity based costing. Ms. Bernier holds a B.S. in
Accountancy and her CPA Certificate from the University of Illinois.