Leadership

Anna became President and Chief Executive Officer of Faneuil in 2009 after having served as its President and Chief Operating Officer; Senior Vice President and Managing Director, Government Services Division; and, beginning in 2004, Vice President of Business Development. She brings more than 34 years of management experience to a leadership role that includes ultimate responsibility for the company’s business operations nationwide, more than 3,500 employees, and revenue generation of more than $150 million annually. Anna is also deeply involved in the development of strategies to recruit, hire, train, develop, retain and motivate essential talent. To foster a culture in which customer service and integrity shape every interaction, Anna personally communicates Faneuil’s vision and values throughout the organization.

Sam provides Faneuil with a continuously sound financial structure through a collaborative establishment of company-wide objectives, policies, programs, and practices. He is a passionate and dedicated leader who is responsible for all fiscal management aspects of operations, and applies his 18 years of financial executive experience to business planning and business development, as well as oversight of all financial functions, inclusive of accounting, budgeting, credit, insurance, tax, PCI compliance initiatives, and contract pricing. As an integral member of the project implementation team, Sam designs and coordinates a full complement of accounting and statistical data and reports while administering and maintaining accounting information systems and audits. Additionally, he has a strong track record defining and aligning strategies to achieve aggressive business plans and goals, and a keen ability to create, convey and implement financial directives and controls, overcoming roadblocks to success even when objectives seem unattainable. Over the life of his career, Sam has employed a combination of transactional and transformative leadership to build and grow financial organizations and businesses (both nationally and globally); generating millions of dollars in profitability.

Tarsha is responsible for translating and prioritizing business requirements into short to mid-range service needs and coordinating the service delivery of new client engagements, as well as changes to current programs and contracts. Since joining Faneuil in 2000, Tarsha has held progressively responsible leadership positions focusing on performance management, process optimization, and project management for complex frontline and back office operations. A veteran customer care professional with more than 18 years of leadership experience, Tarsha collaborates closely with Faneuil’s operational teams to achieve corporate and client objectives for performance, cost-effectiveness, and exemplary customer service.

Alden is responsible for oversight of all client programs, including staffing and program management for multichannel contact center operations supporting clients in the utilities, healthcare, transportation, government services and commercial services industries. He has more than 10 years of corporate law experience ensuring compliance with local, state and federal requirements applicable to business enterprises. An accomplished attorney, Alden has extensive experience in law firms based in Virginia and West Virginia.

Scott is a versatile, seasoned customer care professional with more than 23 years’ experience in combining trained staffing with advanced technology to deliver exemplary service to customers of government and commercial entities. Highly proficient in managing people and projects, he has demonstrated leadership, analytical, communication, performance management, and troubleshooting expertise that has been applied in several of Faneuil’s most complex program implementations. Highlights of his Faneuil career have included responsibility for implementation and operation of two high-profile Virginia projects, including the I-495/I-95 Capital Beltway Express Lanes Program and the Elizabeth River Crossings Project. In a previous assignment, he was integral to the implementation of an unemployment compensation contact center for the Florida Department of Economic Opportunity – the first outsourced operation of its kind in the nation. In his current capacity with Faneuil, he oversees all aspects of business development and client relations. As a member of Faneuil’s senior leadership team, Scott participates in the development of company-wide strategies to improve service delivery, promote greater client engagement and to develop new business partnerships and opportunities for Faneuil.

Mike has more than 25 years of customer-facing operational and staffing experience. As Faneuil’s operational management client liaison, he continuously reviews all key performance indicators and communicates their progress to a diverse portfolio. Mike also plays a critical role in Faneuil’s start-up operations and readiness planning for new projects, ensuring client goals and expectations are met and supporting continuous strengthening of quality and productivity. His career has included operational oversight of U.S.-based and international contact centers staffed by as many as 2,000 employees. Mike also brings expertise in strategic visioning, relationship-building, and human and technological resource allocation—all acquired from his extensive operational and staffing experience in the utility, human services, telecommunications, banking, government services and commercial services industries.

Arlin is vital to Faneuil’s highly successful launch of contractual projects for health and human services, utilities, transportation/tolling, and government and commercial programs. An 11-year Faneuil veteran, he is responsible for the design and deployment of state-of-the-art solutions encompassing facility planning and design, and technology systems and infrastructure. With his demonstrated strengths in project management, performance analysis, quality control, and strategic planning, blended with his results-driven orientation, Arlin has led Faneuil to flawless implementation and expansion of an array services and projects.

Over her more than 20 years in instructional design, training, quality management, and professional development, Chandra has trained more than 10,000 employees and over 100 trainers. She is responsible for the successful development, implementation, and reporting of new hire and remedial training programs for commercial, state/municipal government, utilities, transportation, healthcare and human services, and general customer service. The interactive courses Chandra leads on organizational culture, world-class customer service, training performance management, leadership, and Train-the-Trainer sessions are built on key learning and information processing concepts such as social cognitive theory, constructivist theory, adult learning theory, and vicarious and enactive learning. Target audiences include early professionals, mid-management, and director level professionals. Attendees surveyed have consistently given her a 99% instructor effectiveness rating. Her specialties include learning development, instructional design, e-learning, blended learning, leadership/management, and technology training for a variety of enterprise software systems. Chandra holds a Bachelor of Science Degree in Supervision and Management and is getting her Master of Science in Organizational Leadership.