Mariano Tan is a Senior Vice President and leader of the Professional Services practice of TeleTech. This group is made up of specialized consultants chartered to provide situational assessment, strategic planning and implementation services to TeleTech’s highest value and emerging clients. Mr. Tan has worked in the contact center industry for over 15 years providing technology and management consulting services in the Telecommunications, Financial Services, Heathcare, Retail, Gaming and Automotive industries. He specializes in Marketing, Sales and Customer Retention strategies. Over his consulting career, Mr. Tan has developed marketing and service strategies for more than 25 world class companies and implemented CRM and customer care systems for more than 10. He developed and published a methodology for valuing and prioritizing business initiatives using options analysis techniques. He has lectured on this topic as well as on loyalty and contact center improvement strategies in the US, Canada, the UK and Japan. Prior to his consulting career Mr. Tan worked as a scientific analyst in the U.S. defense industry. Mr. Tan is a graduate of the California State University. He holds a Masters degree in Computer Science specializing in Artificial Intelligence and a Bachelors degree in Computer Science specializing in real time systems development.