For the past fifteen years, Mia has provided professional and organizational development programs for customer contact centers within entrepreneurial organizations and Fortune 1000 companies. These programs focus on implementing best practices and exceeding industry standards, resulting in improved customer satisfaction and loyalty. Through her firm, Performance Consulting, Mia works primarily with professionals in high customer contact functions where performance impacts profit on a daily basis. In addition to classroom training, Mia provides clients with appropriate tools including assessments industry standards and measurements, and call guides to reinforce skill development. She also instructs students at Northeastern University’s School of Business, where she is an adjunct faculty member. Before founding Performance Consulting, Mia was a sales support manager at Prime Computer, Inc., responsible for both strategic and tactical aspects of marketing campaigns and sales support programs. These initiatives generated measurable revenue including new accounts and an Excellence Award for individual achievement. Prior to joining Prime Computer, she was involved in theater arts as an actress, producer, and publicist. Mia has written articles and books on coaching, communication skills, and stress management. She is a member of the Association of Support Professionals, Who’s Who in the World, and is a HDI Faculty Member. She is a nationally known speaker within the service and support industry. Mia lives in Natick, MA, with her patient and loving husband, Russ, her magnificent son, Michael, and two cats, Miley and Romey.