Cheryl Thibault
CEO
Areas of Expertise
- Contact Center Operations
- Remote Call Monitoring and Analysis
- Omnichannel Contact Monitoring
- Telephone Mystery Shopping
- Quality Management
- Competitive Research and Analysis
- Strategic Partnerships
- Leadership and Management
As ARC’s CEO, Cheryl Thibault is our Chief Experience Officer. She leverages her 30+ years of experience in the creation of quality assurance programs that meet our clients’ unique and varied needs regardless of the industry or size of the organization. She looks beyond the available data to the potential impact and change that data can create. Her strong leadership and problem-solving skills helped improve customer satisfaction for ARC clients and partners. Cheryl’s abilities to develop client-centric solutions, build relationships, and support employees, clients, and vendor partners have grown ARC to become a leader in transforming customer experiences by improving interactions between people.
Abby Marzi
Director of Operations
Areas of Expertise
- Account and Project Management
- Processes and Efficiencies
- Contact Center Performance Metrics
- Client Satisfaction
- Sales Analysis and Strategy
- Department Development
- Leadership and Management
Abby Marzi is our Director of Operations and Integrator. She’s a naturally curious individual with a diverse background in customer service and call centers, as well as process and business development. Having served in industries from agriculture to technology, she is always passionate about finding the best solution for any situation at hand. A native of Maine and New England, Abby now lives in Tampa Bay with her husband, Keith, and their rescue dog, a Weimaraner mix named Marti. Her core value is continued growth and development; believing everything begins with us as individuals and the power of choice.
Angela O’Neill
Editing Manager
Areas of Expertise
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Editing
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Proofreading
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Program Evaluation
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Team Management
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Project Coordination
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Training
Angela O’Neill, our Editing Manager, has been a valued member of the ARC family since 2021. With over 20 years of experience and a Master of Science in Community Health, she brings exceptional proficiency and leadership to our editing teams. Angela is committed to delivering outstanding products to our clients, consistently demonstrating an unparalleled work ethic and management skills. Away from work, she enjoys spa days, spontaneous road trips, and learning Italian. Angela is a devoted mother of two daughters and two stepsons. Born and raised in the Midwest, she now lives in Italy, where she and her husband are lovingly renovating a villa.
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Shonda Sammons
Areas of Expertise
- Executive Coaching
- Performance Coaching
- Leadership Development
- Organizational Culture Development
- Building Advocacy
- Customer Service and Telephone Protocols
- Certified Behavioral Analysis, DiSC and Motivators
- EQ-i 2.0/EQ 360 Certification
- Certified Generations Professional
- Virtual Facilitation
With over 30 years of experience – including a strong focus in the financial services industry – Shonda provides coaching, guidance, and expertise to build brand advocates. She loves to take clients on a journey to becoming their best selves. She excels at partnering with individuals to develop their natural talents into strengths and exceed their expectations. Through working directly with frontline and support staff, and gaining a thorough understanding of a company’s strategic and branding focus, she fosters abilities and uncovers hidden competitive advantages in a company’s existing workforce.
Sharon Lucas
Areas of Expertise
- Executive Coaching: C-Suite
- Executive Coaching: Mid-Management to Sr Level Management
- Cohort Groups
- Leadership Development
- College-Bound Students
- Customer Service Best Practices
- Certified Behavioral Analysis, DiSC and Motivators
- Certified EQ Analyst
- 360 Assessment and Feedback
- Change Style Indicator
- Virtual Facilitation
- BS in Psychology
- MS in Occupational Technology
Passionate about partnering with individuals to support them in gaining self-awareness and realizing their strengths and talents, Sharon builds new leadership competencies in clients and aids them in optimizing their leadership performance. She believes it is about walking on a path with the client to look at situations with a new perspective and then supporting clients in the application of more productive approaches.
MSPA Americas is the trade association representing the customer experience and merchandising industries throughout the Americas and the roots of the greater association, MSPA Global.
As a BBB Accredited Business, ARC is listed as a trustworthy business that operates with integrity and excellence
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Women’s Business Development Council is a 501(c)(3) non-profit organization that is dedicated to providing the tools and resources to help women thrive in business. We believe that when desire, education, and preparation come together, opportunities are created, ideas are ignited, and economies are expanded.
The US Small Business Chamber of Commerce is a national organization with the sole intent of progressing the needs of small businesses in the United States.
eBook: 4 Ways to Transform &
Optimize Your Contact Center
Here’s what you’ll learn:
- How Speech Analytics are changing CX.
- How to gain valuable insights that put you years ahead of your competitors.
- The keys to creating a thriving culture.
- How to improve customer experience and reduce lost revenue with omnichannel strategies.
