Christopher R. Bell is the founder, owner and President of MedCom Professional Services, Inc. MedCom is based in Levittown, PA. He is currently serving on the Board of Directors for the Western States Tele-Messaging Association (WSTA). Mr. Bell was President of the Startel National Users Group (SNUG) in 2001. The 2001 SNUG Board developed and released into the TAS industry CSR, Supervisor, and Site Certification programs. In 2002, Mr. Bell was asked by SNUG to serve as the SNUG Representative of the ATSI Board. In that capacity he helped develop and shepherd through the contract to bring the Certification program into ATSI and into the Telephone Answering Service (TAS) industry. Mr. Bell was elected in 2006 to the Board of Directors for the Association of TeleServices International (ATSI) and served for two years, from July 2006 until June of 2008. This past year, he helped develop Dispatcher Certification for the industry. He participated in a re-write of the ATSI Site Certification requirements. He has also been working with industry colleagues on a best practices Platinum Site Certification designation for services who are already Site Certified but wish to meet additional requirements. Since 2004, he has served on the WSTA Board. In 2007, he sponsored several Disaster Recovery Webinars through ATSI and SNUG. In addition, he has presented on Disaster Recovery at WSTA and more recently at SNUG and ATSI Conferences. In 2004, Mr. Bell was awarded the prestigious SNUG Don Berry Award of Excellence for outstanding service as a Startel User in the TAS Industry. MedCom has won the prestigious ATSI Award of Excellence for eleven consecutive years. Only four telephone answering services in the United States have a record that can match that level of performance. In 2003 and 2008, MedCom earned a TOP TEN score in the ATSI Award of Excellence program. In 2007, MedCom earned the TOP SCORE in the U.S. out of 130 competing services. MedCom holds Site Certification # 001. Our Keystone and Business Connect offices are also Site Certified. Mr. Bell is proud to have assembled a strong management team during his twenty one year career in the telephone answering service industry. He is currently working with industry colleagues on a Platinum Site Re-Certification Program for sites who are already site certified but wish to demonstrate an even higher set of “best practices.” Mr. Bell holds a B.S. in Forest Products from The Pennsylvania State University, and an MBA in Finance from Drexel University. He is an Eagle Scout, and has two sons who are also Eagle Scouts. He served as an Assistant Scoutmaster in Troop 153 for eleven years. He has taught Finance at Drexel, and Business Management at Bucks County Community College.
In 1996, Tom joined MedCom. He has been instrumental in bringing the company to the forefront as a leader in technology. His selected accomplishments include local area network design and maintenance (1996 and ongoing), installation and implementation of digital call logging on all agent calls (1997), installation of digital phone lines and the conversion to Startel’s digital switch technology (1998), installation of a 35 KVA generator (2000), development of remote agent technology where agents could reliably work from home offices with sound quality and computer screens indistinguishable from the call center (2001), design and build out of a climate controlled, rack mount equipment room (2002), Installation of Startel’s CMC system (2004), Acquisition of EZ Connections Answering Service (2004), acquisition of Keystone Answering Service (our satellite office) including telephony, point to point, and local area networks (2005 - 2006), implementation of VoIP technologies for three remote agent positions in St. Johns, NF (2006), implementation of firewalled network security (2006). Implementation of a Data Vault managed data backup (2007), design and implementation of backup CMC and second server room (2007 & ongoing) with transactional replication of data on two redundant CMC systems. Integration of our New Holland office (2008), engineering telephony solutions at the remote office and deployment of a Wygant logger that captures agent work on screen. Tom has been an active participant in the Startel National User’s Group (SNUG) and in ATSI and the Canadian counterpart CAM-X. He will seek election to the CAM-X board of directors later this year. Tom has also actively helped with the design and testing of software for Startel Corporation, Exacom, Inc., and Telescan, Inc., and works closely with their software engineers. Tom is also actively involved in the day to day management of the company as well as client related issues. Tom is the owner and President of Allgood Communications, Inc., with two answering services; Executive Services in Pueblo, CO, and Professional Communications Services in Longview, WA. Before his employment at MedCom, he was an owner and general manager of Guaranteed Sign and Lighting Maintenance in Atlanta Georgia (1991-1996). Prior to this he worked as an investment banker for Legg Mason, Inc. in Baltimore, MD in the Municipal Bond department (1986-1990). For the three years preceding, he was a computer and financial analyst for the Northeast Maryland Waste Disposal Authority in Baltimore, MD (1983-1986). Tom also worked as an Adjunct Finance Professor at Towson State University in Baltimore, MD (1984-1990). Tom holds two degrees from Drexel University in Philadelphia, a BS in Industrial Engineering (1981) and an MBA in Finance, 1983. Tom is married with three children and lives in Yardley, PA.
In 1990 Denise joined MedCom when we were a much smaller company. In those days we were taking calls on a system where many of our messaging features were much more limited or non-existent. Much of our database work had to be entered manually and more complicated accounts required extensive programming. Every call had to be answered live and the work itself was much more intensive because there were no automated recordings to back up the agents. As MedCom grew, because of her experience and dedication, Denise was promoted to shift Supervisor in 1996. By this time the company had grown to a size where increased supervision and shift management were warranted. Increasingly, MedCom was focusing on doing higher quality work. As part of her transition to management, she ran our call center during the day and became the primary contact for many time sensitive and mission critical clients. In 2000 MedCom became the first call center to become ATSI Site Certified (Association of Teleservices International) and Denise received her ATSI CSR and Supervisor Certifications. She was one of the first in our industry to earn these certifications. During 2004 Medcom upgraded to the Startel CMC platform. Denise was instrumental in helping make for a seamless transition by serving as the liaison between MedCom’s customers and our programming and technical staff. Denise has attended SNUG (Startel National Users Group) conferences from 2000-2004, and again in 2007. Recently, she was honored to attend the 2007 ATSI conference in Colorado Springs, CO, where she graciously accepted MedCom’s Top Score placement in ATSI’s Award of Excellence program. This was also MedCom’s tenth concurrent year of winning this award. Denise also attended the 2008 ATSI conference which was held in St. Louis. Presently, Denise serves as MedCom’s Office Manager. Her responsibilities include administering employee benefits, billing and collections, receivables management, and supervising morning check-in for MedCom’s 500 clients. She is also responsible for resolving customer service issues where she has earned a reputation for skillful problem solving and for keeping our clients happy. Denise frequently answers MedCom’s business lines, and is an on-call manager during inclement weather and for the occasional operational difficulties that occur on the weekends. She also handles a variety of employee personnel issues for the company as they arise. Prior to joining MedCom, Denise received her license in Cosmetology and was the manager of a local styling salon between 1987-1990. Denise is married to Louis Batchelder and has two children Jessica, and Louis Jr. She resides in Levittown, PA.
Kelly has been with MedCom over 20 years, joining the team at the age of sixteen as a Customer Service Agent. Over the ensuing years, Kelly honed her customer service skills, and demonstrated a keen desire to grow with the company, and learn new technology. While still attending undergraduate school, Kelly accepted a full time position at MedCom, working as the Database Administrator. Kelly was responsible for designing, programming and maintaining all client database information. Kelly was also responsible for maintaining MedCom’s 2000+ paging inventory. Kelly played a key role in the successful conversion of MedCom’s database to the Startel CMC (Call Management Center). Kelly developed templates used to standardize all client mastercard information that helped increase agent efficiency and productivity. Upon graduating with a B.A. in Mathematics from Temple University, Kelly was promoted to her current role as Operations Manager. In this role, Kelly is responsible for managing the daily operations at MedCom’s three office locations and seven remote agent locations. Kelly also manages all client interaction, human resources for all employees and scheduling for all locations. Kelly has been instrumental in developing, implementing an maintaining programs such as Agent Evaluation, Supervisor Evaluation, Call Monitoring and Quality Assurance, which are all still in use today. Kelly participated in the development of several other key projects including, Agent, Supervisor and Dispatcher Certification. Kelly is currently pursuing an MBA from LaSalle University in Philadelphia with a concentration in Management. Kelly resides in Langhorne, PA with her husband, Scott, and their young son, Mason. Kelly enjoys volunteering at her son’s school and in the religious education program at her parish. In her spare time, Kelly participates in many different sporting activities both as a player and as a coach. Kelly competes locally in several softball and bowling leagues.
Peter has represented MedCom at several industry conferences, and made presentations to the Startel National User’s Group Annual Conference. In addition, Peter has attended several Association of TeleService International (ATSI) conferences and a CAM-X Conference in St. John’s, Newfoundland. Peter is an Eagle Scout from Troop 153 in Buck County, Pennsylvania. During his time spent at Penn state, he volunteered his time with the Big Brothers Big Sisters of America program. Recently, Peter has completed marathons in San Diego and Philadelphia , along with two half marathons in Philadelphia. Next, he is planning on running in the 2010 Pittsburgh Marathon this May. In the upcoming years, Peter plans on returning to school to earn his MBA degree. |
Tom Sheridan is the Executive Vice President of MedCom, and his specialty has been in the deployment of information technology and the build out of our IT platform. Prior to joining MedCom in 1996, Tom worked on several special projects including implementing a computerized billing system and the company’s first computerized accounting system.
Denise Batchelder is MedCom’s Administrative and Business Office Manager. She has served the company as a full time manager since 2000. Prior to this Denise worked for MedCom as a day shift Supervisor and as a Customer Service Representative.
Kelly Goodwin is the Operations manager for MedCom Professional Services, Inc., based in Levittown, Pennsylvania.
Peter Brousseau is our Manager of Special Projects. Peter joined MedCom in 2002. Before his current position, Peter started working part time answering calls as an agent throughout high school. During his four years at college, he gained valuable experience by working with MedCom during full time summer internships. In 2007, he received a bachelor’s degree in Economics from The Smeal College of Business at The Pennsylvania State University. In addition to his major, he received a minor in the Legal Environment of Business. In four out of eight semesters, Peter earned the achievement of Dean’s List. While attending Penn State, he was selected as a two-time Team SNUG Presidents’ Scholarship winner. This scholarship was initiated by SNUG past-presidents to award financial aid to employees of SNUG members attending a school of higher education.
