Leadership: Pragmatic Operational Experts

Our management team embodies why Innovar is not your typical advisory firm. Plenty of firms claim breadth of experience, but Innovar truly delivers on that statement. We are pragmatic operational experts, not advisors who provide non-reality based solutions. We not only advise, we deliver to the end with our clients. All of Innovar's team have been on both sides of the playing field as receivers of professional services and now providers. We look forward to introducing you to our brand of service.



 

Click on a team member to read about them.

Photo of Shawn Photo of Theyva Photo of John Photo of Ann-Marie Photo of Brian Photo of Ed Photo of Alicia Photo of Amanda Photo of Gigi Photo of Scott
 
spacer
Photo of Shawn

Shawn Coffman

Shawn is a co-founding partner of Innovar and a seasoned executive with over 15 years of senior management experience. As the former President and Chief Executive Officer of Innovar Consulting Group, Shawn has designed and delivered solutions for clients in a variety of industries including communications, cable, energy, healthcare, manufacturing, construction and outsourcing.

Prior to professional services, Shawn was the Chief Information Officer for TXU Communications and was responsible for significantly reducing technology costs, implementing a structured development and project management discipline, consolidating multiple billing and customer care systems, and building an integrated and scalable platform to support future acquisitions. Previously, Shawn held various technology leadership positions at Sprint.

Shawn earned a Bachelor's degree in Management Science and Computer Systems from Oklahoma State University in Stillwater, OK. He is a Certified Project Management Professional and Six Sigma Analyst and holds a U.S. patent for an integration design methodology ("Consolidated Billing System and Method for Use in Telephony Networks").

spacer


spacer
Photo of Theyva

Theyva Coffman

Theyva is a process improvement and reengineering consultant with over 12 years of experience across multiple industries including communications, energy, cable and healthcare. She specializes in transforming core operations by applying a disciplined and practical business process management approach.

Theyva has lead multiple initiatives throughout the change lifecycle by designing future state processes, redesigning organizational structures, creating cross-functional communication plans, developing training curriculums, centralizing core operations and deploying shared service centers. Prior to professional services, Theyva held multiple leadership positions at TXU Communications and Sprint where she architected both process and technology solutions for sales, order management, fulfillment and revenue management.

Theyva earned a Bachelor's degree in Management Information Systems from Texas Tech University in Lubbock, TX.

spacer


spacer
Photo of John

John Gozberk

John joined Innovar in 2005 as a Sr. Project Manager and Consultant. He is a results-oriented, decisive leader with more than 25 years of domestic and international experience in operations, P&L management, technical support, PMO, project management, professional services and software/systems development with start up as well as growth organizations.

Prior to joining Innovar, John served as Vice President of Operations for the U.S. subsidiary of a British Technology company, Lynx Software Systems, Inc. John has also served as Director of Client Operations at Verizon Business, Vice President of Operations at Austin Tetra, Director of Operations at Informatica Corporation, Sr. Manager of Global Customer Support at Nortel Networks and President/CEO of Resource Dynamics.

John obtained his Bachelor of Business Administration Degree in Administrative Management from the University of North Texas. He is a national award winner of the Malcolm Baldridge National Quality Program Development Award in 1999 as well as having attended the SMU, Edwin L. Cox School of Business, Management Program and Project Management Institute (PMI) certification programs.

spacer


spacer
Photo of Ann-Marie

Ann-Marie Dougherty

Ann-Marie joined Innovar in 2006 as a seasoned executive with over 15 years of progressive management experience.

Prior to joining Innovar, Ann-Marie was Director of Operations at Verizon, responsible for enterprise-wide workforce management for the broadband call centers. Her successes include creating and implementing workforce management teams, forecast planning models, and custom metrics, in conjunction with the rollout of WFM and call routing software, to improve customer satisfaction while gaining efficiencies. She designed the user interface for the speech-enabled voice response system, the first major speech deployment in a Customer Care environment for any industry. As a Project Manager, she led several significant projects focused on improved customer service and reduced costs.

Ann-Marie earned a Masters of Business Administration Degree, in Marketing from the University of Dallas, Irving, TX and a Bachelor of Science Degree, in Accounting from the University of Binghamton, Binghamton, NY.

spacer


spacer
Photo of Brian

Brian Boone

Brian has 20 years senior executive and management experience with a consistent record of leading organizations to provide world-class customer experience and increasing shareholder value. He is distinctively skilled at strategic business planning, driving operational effectiveness and efficiency, maximizing profitability, solving difficult challenges and achieving goals.

Prior to his work with Innovar, Brian was the Chief Service Officer for Dobson Communications Corporation where he was responsible for efficiently delivering a world-class customer experience to approximately 2 million customers across the United States. He formulated the customer service strategies throughout the company and worked with the company's leadership in all functional areas to devise the best service delivery to customers. During his tenure, he directed the transition of twelve regional focused customer contact centers into three national customer contact centers and provided the solutions and systems to create a quality (effectiveness) focused culture versus a tunnel vision on productivity (efficiency). Within two years of completing the migration to three national centers and implementing a quality focused culture, customer satisfaction increased by 22 points as measured by a third party and cost per customer decreased in excess of 40%.

He has also served as Executive Director of Operations at Dobson, Treasurer for Logix Communications Enterprises, Inc. and Audit and Business Advisory Manager for Arthur Andersen LLP. In his operations role at Dobson, Brian managed the company's supply chain, product development, product pricing, operational reporting, analysis and adherence. With the benefit of the systems and operational initiatives he implemented, annual earnings were increased in excess of $150 million. At Logix, Brian's responsibilities included cash management, capital structure, investor relations, budgeting, revenue assurance, risk management and acquisitions. As an audit and business advisory manager for Arthur Andersen LLP, Brian served both public and privately held clients in various industries with a product suite that included annual audits, quarterly reviews, due diligence for targeted acquisitions, debt and equity financing assistance and various consultation matters on both accounting issues and business processes. He earned his Bachelor of Accountancy degree from the University of Oklahoma Price School of Business.

spacer


spacer
Photo of Ed

Ed Lamb

Ed has 25+ years experience in both the senior executive and operational level roles. His successes range from starting Greenfield call centers to leading multiple company owned and/or outsourced call centers with both national and international presence. The scope of these operations included the customer service, customer retention, sales and technical support functions supported by 2400 - 4800 agents.

Prior to working with Innovar, Ed has been EVP/SVP of Global Service Delivery for Vonage Communications, VP for Global Customer Service for ACN Communication, Executive Director of Customer Retention for Nextel, Director of Sales Operations for Bell Atlantic's high speed data centers, and Director for GE Lighting's Worldwide Customer Service Center.

He has had international assignments with both GE Lighting in Budapest, Hungary assisting with the Tungsram Lighting merger, and with ACN Communications launching VoIP in 14 EU countries while based in Amsterdam, Netherlands.

Ed has a BA Business Economics from University of Massachusetts in Boston. He has also presented in several customer service seminars focused on building stronger leadership and agent team environments.

spacer


spacer
Photo of Alicia

Alicia Ammari

Alicia leads Innovar's Marketing and Business Partnership programs. She has over 10 years of experience in the consulting and software industries. Before joining Innovar, she was the Business Development Manager for a consulting and IT solutions firm providing services across multiple industries including telecom, banking and retail.

Prior to focusing on developing new partnerships and business development, Alicia provided software based services for national and international companies and was the lead implementation specialist for ETRM (Energy Trading and Risk Management) solutions for major energy companies.

Alicia earned a Bachelor of Business Administration in Marketing Management from the University of North Texas.

spacer


spacer
Photo of Amanda

Amanada Fleisher

Amanda leads Innovar's Communication and Client Services activities. She ensures our clients and team members stay up to date and engaged with our new products and services.

Prior to joining Innovar, Amanda was an Account Manager at Consultant Community and worked with both recruiting professionals and job seekers. Amanda earned a Bachelor’s degree in Organizational and Intercultural Communication from Pepperdine University.

spacer


spacer
Photo of Gigi

Gigi Graves

Gigi has over 16 years experience leading and managing multi-million dollar initiatives for Fortune 500 companies. For the past few years, her primary focus has been working with executives to clarify corporate strategies, align leadership teams, manage cultural changes and mitigate risks associated with profound organizational change. Additionally, her experience includes IT implementations, process improvement projects and outsourcing initiatives. Throughout her career, Gigi has managed all phases of the project lifecycle to scope, budget and timeline.

Prior to working with Innovar, Gigi spent the majority of her career in management consulting with PricewaterhouseCoopers and as an Associate Partner within IBM's Business Consulting Services. Simultaneously, Gigi applied her corporate experience to launch a not-for-profit business dedicated to providing solutions to current animal welfare issues.

Gigi earned her Masters of Business Administration specializing in Management Information Systems and Bachelor of Science degree in Accounting from Auburn University.

spacer


spacer
Photo of Scott

Scott M Casson

Scott is a 20-year veteran of the Contact Center / Customer Service industry and had held every possible position within the contact center from agent to Senior Vice President. Throughout the past six (6) years he has focused all his efforts on helping corporations, both large and small, on-shore and off-shore, improve their contact centers by delivering engagements that significantly enhanced productivity, reduced expenses, and improved their overall Customer Satisfaction. While Scott is considered a contact center generalist, he has become a Subject Matter Expert in the areas of productivity improvement through Outlier Management, Workforce Management, IVR and ACD redesign, Outbound Dialing, and Knowledge Management. Scott is a student of the contact center constantly looking to learn new processes, how to better implement and operate technology, and also how to improve the jobs of those who work in our centers.

Prior to joining Innovar Scott started his career with Staples Direct where he was a front-line agent, team leader, and a Supervisor. Later he moved to the Western & Southern Financial Group, a Fortune 500 Financial Services company, where he held the positions of Manager, Director, and Vice President. Leveraging "hands on" experience learned in these positions, Scott transitioned into Consulting where he worked several years with the Convergys Corporation, Customer Operations Performance Center or COPC, and Contact Center Improvement Solutions.

Scott holds a Bachelor's Degree in Business Management, an MBA from Xavier University in Cincinnati, Ohio, and also has both PMP and Six Sigma Black Belt designations.

spacer



Philosophy Image of Definition

Philosophy: Changing the Traditional Mindset

Innovar subscribes to a set of values that encourages trust, respect, ethical behavior, collaboration, listening, and the empowerment of people.

At Innovar, we believe there is a better way to successfully deliver financial and operational initiatives. Professional advisory services should not be overly complex, jargon-laden, and priced in a manner that is not reflective of the service provided. A true advisor provides services that result in engagement outcomes that will immediately improve operations.

The market is changing and so should the traditional mindset regarding the delivery of services towards your goals. At Innovar, we bring the positive aspects from our collective public and private sector backgrounds and deliver on your initiatives with a level of passion, integrity and innovation normally not present in professional services firms.

Back to Top ↑


Success Image

History: Proven Track Record of Success

Founded in 2003, Innovar Solutions specializes in providing operational improvements to businesses in a variety of industries.

Innovar served the Telecommunications and Energy industries primarily in Texas and Oklahoma. Since then, we have significantly enhanced our service offering and now support a variety of industries including Healthcare, Cable, Media and Entertainment, Food and Beverage, Manufacturing and Construction. Our local office footprint has expanded as well to include Atlanta, Houston, Tampa and Chicago.

Our owners and core team have extensive operational experience (client-side of the table) and have built a firm focused on delivering practical solutions and tangible results. This unique client perspective allows Innovar to build close relationships with clients that are mutually rewarding.

Back to Top ↑