Team
Rory Herriman
Co-President and Managing Partner
Rory Herriman brings over 20 years of telecommunications, contact center and business experience to his role as Managing Partner for Ponvia. Rory has responsibility for driving client delivery as well as the company’s reputation for industry leadership and vision.
During his tenure at Ponvia, Rory has worked with multiple Fortune 500 organizations to define their business and technology strategies and capabilities for their contact centers and communications infrastructures. As an industry expert, Rory participates in industry organizations and standards boards and actively advises product companies on industry direction and product opportunities.
Prior to Ponvia, Rory was Co-Founder, President and CTO of Nexvu Technologies – an application performance management software company. In this role, Rory had responsibility for leading the company’s product strategy, direction and development. Before Nexvu, Rory led technology architecture, engineering and telecommunications at Sears, Roebuck and Co.
Daniel Chutich
Co-President and Managing Partner
Daniel Chutich manages the day to day operations of Ponvia. Since founding the company in 1997, Daniel has helped grow Ponvia from a one person consulting organization to one of the premier management and technology consulting firms in the industry.
Daniel brings nearly 25 years of experience in custom software, new product development, telecommunications and large-scale project management. He has led numerous IT organizations and new product development initiatives for several publicly and privately held corporations.
Michelle Babb
Managing Director – Contact Center Practice
As the leader of the Contact Center Practice, Michelle is responsible for client delivery in the areas of workforce optimization, performance management, and contact center operations. With over 14 years of experience in the contact center and telecommunications space, Michelle has led and participated in numerous engagements for contact centers and back office environments ranging from 100 to 5000 seats. Her engagement roles include management consultant, project leader, engagement manager, project manager, business analyst, and functional designer.
Michelle is an active advocate of improving the customer experience and agent optimization through the use of workforce optimization and performance management processes and solutions. She is a frequent participant in multiple social media forums, conferences, and educational webinars and also provides guidance to vendors in ways to improve their workforce optimization and performance management solutions.
Prior to Ponvia, Michelle worked as a contact center agent, supervisor, and manager for a telecommunications provider, assisted a major worldwide airline in the consolidation of their Asia Pacific in-source and outsourced contact centers, provided guidance on the design of several performance management data warehouse builds for an international financial services organization, a systems administrator for WFM and PM solutions, and was an advocate and designer for the implementation of contact center technologies for a major HMO.
Rhonda Breith
Managing Director – Client Delivery
Rhonda is responsible for strategic account management and client delivery for Ponvia. With 20+ years of hands on contact center and customer management experience, Rhonda is able to bring a true operational focus to every client engagement. During her tenure at Ponvia, Rhonda has led multiple client engagements delivering technology and process improvements across various contact center channels. She has also been responsible for contact center assessment engagements.
Prior to Ponvia, Rhonda was the Vice President of Electronic Delivery for MB Financial, a regional Chicago financial institution. In this role, Rhonda was responsible for developing customer strategies and process improvements across multiple channels. Before MB Financial, Rhonda spent over 10 years with Sears, Roebuck and Co. where she led contact center operations across multiple sites, developed customer contact strategies across the enterprise, and directed process and project management activities including Six Sigma.
Kyle Lyons
Managing Director – CIM Practice
Kyle’s role at Ponvia as Managing Director of the Customer Interaction Management practice employs his experience while providing industry leadership and strategies that drive the realization of organizational objectives. Kyle Lyons brings over 24 years of experience in Information Technology and contact centers and has delivered contact center solutions for organizations of all sizes.
Prior to Ponvia, Kyle was Commercial West Professional Services District Manager for Genesys Telecommunications. In this role, Kyle was responsible for the delivery of services to Genesys clients for the installation or upgrade of Genesys products to support client’s requirements. Before Genesys, Kyle led technology architecture, operations, and development to support SITEL’s customer solutions.
