About Our Team

We welcome the opportunity to earn your trust and deliver the best service and training in the call center industry.

Radclyffe was founded in 1994 by Elizabeth A. Ahearn in San Francisco, CA.

In 1996, Liz relocated the firm to the East Coast where it continued to flourish into one of the top five training and consulting firms in the call center industry by providing tangible and effective Training and Consulting to our clients and the industry. Liz worked hard to build a company with some of the best talent in the call center industry and a track record of measurable results for client companies.

There is no doubt that Liz has an unbelievable passion for what makes the contact center organization tick and how to best leverage the people side of the business. For example, she has focused over the last 15 years on what works and what doesn’t in getting employees to LOVE coaching and to stay engaged and motivated in their roles, resulting in the delivery of World Class Service.

Today, Radclyffe Partners, LLC continues her legacy to provide best-in-class proven solutions to call center organizations with an emphasis on employee engagement and ongoing performance improvement through coaching and training. But what’s happened is really cool - this work doesn’t only work in call centers…it works in every type of organization and Radclyffe has worked with all types of organizations within the corporation.

We know that if we say that we can teach your organization to deliver World Class Service consistently, we need to do the same for our clients.

We’re not like other firms. Our goal is to teach your team to fish. We believe your success is our success, so we ensure that you are successful, whatever that takes for your specific organization. That’s the “Radclyffe Guarantee. Period.”

We welcome the opportunity to earn your trust and deliver the best service and training in the call center industry.

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Radclyffe Partners Brochure v 1.5

  • Business Consulting 80%
  • Performance Consulting 60%
  • Customer Engagement 50%
  • Training 90%

Elizabeth A. Ahearn

President and CEO

Liz is the strategic leader for Radclyffe Partners, LLC and Radclyffe University, LLC.  It is her vision that has enable the Radclyffe Brand to enjoy its success since 1994.  Liz is the inventor of the 5 core strategies that comprise its flagship products.  She has led a number of contact center organizations in various industries and has worked with the senior leadership of many Fortune 500 companies, partnering with them to increase the service experience and associate retention for while reducing cost-to-service. Liz is considered a call center culture and training expert in the industry.  Liz is a featured speaker at call center industry events including ICMI’s ACCE, Purdue’s CallCenter Campus, IQPC, CBI and SOCAP and has published numerous articles for industry magazines.  She appeared on the ABC Business News Magazine television program and NJN Channel 12 and has been interviewed by The Wall Street Journal many times.  Liz holds a Masters Degree from Seton Hall University.

Valerie Kerwin

COO, Practice Leader, Human Resources

Valerie is the senior leader of the Radclyffe Team and is the human resources expert for Radclyffe clients.  She also serves as the product leader for Radclyffe’s 20 Keys and Levels of Action™ Talent Engagement Program.  Valerie has over 20 years of contact center experience and has worked for AT&T, Pacific Bell, Levi Strauss & Company and Lowes Home Improvement.  She has led client engagements with Becton Dickinson & Company, Ortho-McNeil Janssen, Mercedes-Benz USA, Gartner Group and One Call Medical. Valerie has been with The Radclyffe Group, LLC since 1995 and with Radclyffe Consulting, LLC since 2008.  Valerie attended San Francisco State and Montclair State University.  Valerie is currently pursuing her SPHR designation through SHRM.

Colleen Sheehan O’Brien

Practice Leader, Instructional Design and elearning

Colleen has been with The Radclyffe Group, LLC since 1996 and is now responsible for all of the instructional design of new Radclyffe Consulting products and customer work-for-hire training programs.  Colleen has worked with many clients including Intel, Microsoft, Daimler-Chrysler, CIGNA, Aetna, The Church Pension Group, ADP, Becton Dickinson and Bear Stearns.  Colleen holds a Masters Degree from Seton Hall University.  Prior to joining Radclyffe, Colleen worked for Kaplan Test Prep.

Vicky Macaluso

Finance and Marketing Leader

Vicky has been with Radclyffe since 1996 and is now responsible for the firm’s financial well-being and the execution of all marketing efforts for Radclyffe Consulting and Radclyffe University.  Prior to joining Radclyffe, Vicky worked for Anchor Bank and Castrol where she held positions in financial operations.  Vicky attended William Paterson University.

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