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HPA Executive Team
 Bill Hughes - Chief Executive Officer, has 35 years of experience managing all phases of telecommunications companies. He was part of the Frontier acquisition team that built and then managed Frontier's 37 subsidiary telephone companies. Bill, as Divisional President, was responsible for assimilating the new companies into the organization and making the needed improvements to provide high quality service at competitive prices. Bill is noted for his quality approach and in 1990 was honored by Frontier with its President's Award for Quality Leadership. Bill served on the Aspen Institute's Committee on bringing the information network to rural America. Bill ran Frontier's competitive
businesses in the mid-1980's; growing the companies three-fold
under his leadership. In this capacity, Bill was responsible for
the preparation, sales, implementation and maintenance of telecommunications
voice and data networks to business customers. Customers included
State of New York, Niagara Mohawk, IBM, Eastman Kodak and Xerox.
More recently, Bill was Vice President of Frontier's Residential
and Small Business Markets. Bill is also a principal in Executive
Venture Partners, an executive advisory firm to early stage, technology based
organizations. Bill received his BA degree from St. John Fisher University.
At HPA, Tom has assisted many companies with
their telecommunications related issues. This has included planning, implementing
and managing telecommunications networks, systems and call centers. Tom has designed
telecommunications networks that have significantly reduced costs and provided
additional services. Tom has designed call centers ranging in size
from a few agents to over 500 agents. Tom knows the call center market from a
management and technology point of view. He can help call centers implement new
technology and effective management procedures. Tom has designed complete call
centers including Automatic Call Distributors, Network Infrastructure, Call
Management Systems, Integrated Voice Response Systems and other technologies.
Tom's call center work has included integration with the Internet to provide
call center access over the web and new customer service software packages.
Tom has experience integrating call center technologies from many different vendors
including Nortel, Aspect, Lucent and Cisco. Tom has also helped many different types of
companies with their business planning and implementation related to the
telecommunications market. Tom has designed and implemented marketing, sales and
customer service programs that have delivered results. This has included business
plans and marketing programs for new entrants to the local telecommunications market
and assisting existing local exchange companies with the new competitive threat.
Tom has also designed and implemented operational work processes for telecommunications
providers. Tom worked at Frontier (formerly known as
Rochester Telephone Corporation) from 1978 through 1993. Tom started and grew
Frontier's Marketing Group that developed many new products and services and effectively
promoted existing services. Tom also developed Frontier's Business Sales Group and
dramatically increased the sales of network services to business customers. Tom was
also responsible for managing Frontier's call centers handling all inbound and outbound
customer contact. Tom was responsible for transforming Frontier's Residential and Small
Business customer service call centers into a sales organization. Under Tom's
leadership, sales and customer service excellence indices increased. Tom improved
Frontier's call centers by implementing new technologies and restructuring the
management of the center. Tom also has extensive regulatory experience.
Tom has testified in rate case proceedings on Rate Design and Rate of Return issues.
He also was a Frontier witness in their Open Market Filing. Tom is an excellent
business and market planner. He worked in Frontier's new business ventures group and
also was responsible for analyzing and successfully bringing to market many of
Frontier's unique products and services. Tom received his BS from Rensselaer Polytechnic
Institute and his MBA from the University of Rochester's Simon School. Kim Lonobile - Vice President,
has been with HPA since 1999.
Kim has more than 16 years of experience in the telecommunications industry.
Kim manages the billing and facility audits, as well as directs and participates
in many of the large projects at HPA. Since joining HPA, Kim has successfully
completed numerous billing and service audits always providing savings to our clients.
Kim is an expert in understanding telephone company billing. Her knowledge has
enabled HPA to save clients substantial amounts on their telephone bills. She
has been instrumental in saving a fortune 500 company over $3 million annually.
Kim also has helped clients save money by bidding their existing telecommunications
services and implementing new service or pricing plans. Kim also fully understands
telecom operating procedures and has been instrumental in helping telecom providers
with their back office processes. Kim also worked at Frontier Telephone of Rochester from 1981 through 1995. At Frontier Kim held numerous positions providing her with a thorough knowledge of operations, including billing systems and records, outside plant facilities and assignment administration, call center management and reporting, network operations, customer service, construction and contract services. Kim also worked as part of Frontier's Investor Relations group. After Frontier and prior to joining HPA, Kim worked in both the healthcare (Preferred Care) as the Claims department business analyst and legal fields (West Publishing which was formerly Lawyers Cooperative Publishing) as the Order Processing Manager. Ray Case - Vice President, has been with HPA since 2000. Prior to joining HPA, Ray served in both Director and VP positions for Spectrum Office Products, Staples, and Corporate Express. In these roles he has successfully completed major IT application conversions, process re-engineering, and infrastructure enhancements. A key focus has been to develop and implement strategic initiatives in eCommerce with an emphasis on all aspects of B2B needs. This included customer and supplier EDI implementations, on-line catalogs and web-based order processing. To complement this effort he has conducted speaking and seminar training for professional organizations to understand both the technical and economic aspects of eCommerce. Another area of specialization is in marketing and systems to support marketing strategies. Ray served as Director of Marketing for the Staples Regional Contract Stationers Group. In this role he implemented the integration of the order processing and billing systems with marketing programs such as customer profitability, contact management and service segmentation strategies. Ray brings over 30 years of Engineering, Information Technology, and Customer Support to our practice supporting telephony, healthcare, distribution, financial and manufacturing clients. Ray received his BS in Electrical Engineering from Tri-State University and his MBA from the University of Rochester's Simon School. Bill Hammond - Senior Consultant, has over 20 years experience in the telecommunications industry. Bill has senior management background in many areas within both ILECs and CLECs. Bill has proven abilities in product development, marketing and operations. In addition, Bill has a solid background in finance and investor relations. Bill is a strong coach and motivator of teams. He also possesses an intense passion and understanding for premier customer service Bill worked at Frontier Corporation from 1984 through 2003. In his last assignment at Frontier as Vice President of Product Management and Marketing, Bill led a team that developed, managed and marketed a complete suite of voice, data and advertising products for residential and business customers in 23 states. Annual revenues were $1.4 billion from a customer base of 2.4 million. Previous to that assignment, Bill was Vice President of CLEC Local Service Development. In this position, Bill led a team that entered new markets in 29 states, outside of Frontier's operating territory. Results included the rapid acquisition of over 200,000 customers, representing annual revenue of $170 million. Bill also held Vice President level jobs in Finance and Administration and in charge of the Mid East Region. In the Med East Regional job, Bill managed eight ILEC companies. Bill received his Bachelors Degree from the University of Rochester. He has a Masters Degree in Business Administration from Saint Bonaventure University. Carol Wilmarth - Senior Consultant,
Carol has worked with HPA Consulting Group, Inc. since 2000. Carol's work has involved improving the telecommunications services for business customers and helping Telecom Companies implement or improve how they provide service to business customers. Carol has over 30 years of experience in the telecommunications industry, with many years at Frontier Corporation. Carol has emonstrated her leadership capabilities through her last position at Frontier as General Manager of Frontier InfoServices. She reported to the company's CEO and had profit and loss responsibilities for the $55 million Publishing Business Unit. Carol was responsible for all areas of the Publishing Unit: from Marketing and Sales to Customer Service and Production. Carol was responsible for the profitability of the business and was able to increase the profits of the operation even while the market for Telephone Directories became competitive. Previous to Carol's involvement in Directory and InfoServices, Carol was involved in the customer service aspects of telephone service. Carol was manager of the Frontier Business Office. In this position Carol managed the call center where all Frontier businesses called for customer service. In this position Carol had to deal with all types of customer service issues from provisioning and repairs to billing and orders. This gave Carol an excellent understanding of the issues related to providing telephone service to business customers. Carol's experience has provided her with a comprehensive knowledge of telecommunications services, including business customer needs, providing telecom services to businesses and call center management and procedures. Carol is skilled at providing customers with business solutions that meet their needs. In addition, Carol's experience enables her to identify process and/or work flow procedures that assist the customer in meeting their business goals. Carol's work has been with both traditional telephone companies and the newer competitive telephone companies. Ed Hartnett - Senior Consultant,
Ginny Panzarella - Senior Consultant, has over 30 years of experience in telecommunications. Ginny has strong expertise in call center management and development. She has provided leadership to customer service groups that resulted in improved customer service and stronger customer relationships. Ginny also has experience leading large complex projects and the development and execution of business change programs. Before joining HPA, Ginny was the Commissioner of Emergency Communications for Orange County New York. In that position, Ginny designed, implemented and managed the 911 Call Center for Orange County. This involved the design and implementation of all the technologies needed for the center, the hiring of all personnel and the development and implementation of all work processes. The result is a very cost effective and efficient call center that is meeting the needs of the Orange County residents. Ginny also worked for Frontier Communications Corporation. In her last position with Frontier, Ginny was responsible for four New York State Telephone Companies owned by Frontier. This group of companies employed over 300 people and had a capital budget of approximately $11 million. Under Ginny's direction the four companies grew to a total of $65 million in revenue. Ginny has a BS in Business Administration from Dominican College and an MS in Human Resource Management from Mercy College. In addition to other certifications, Ginny is a Certified Customer Service Training Instructor. |
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E-Mail us at: sales@hpagroup.com 160 Allens Creek Road • Rochester, NY 14618 • Phone: 1-888-HPA-4888 • Fax: 585-461-1153 |
