Contact center training with proven results

Meet the department heads at Ulysses Learning

Dimitris Lyras

As a member of a family with more than 150 years of experience in shipping, Dimitri Lyras had a vision that software could assist in managing the enormous variety of information and coordination requirements of the industry. He then partnered with artificial intelligence thought leader Roger Schank and channeled this knowledge to the call center industry by founding Ulysses Learning. He is also a member of the Intertanko Council and is leading efforts to both improve the image of the shipping industry and encourage a culture of continuous improvement. Lyras is an engineer by training.

Dina Vance
Senior Vice President of Sales & Marketing/Managing Director of North American Operations

Dina Vance is a widely respected thought leader on developing and leading contact center staff and a pioneer in improving performance of contact centers. Vance was responsible for the ground-level startup of two contact centers before she moved into a consulting role where she also managed the call center division for an international consulting and training organization. She has worked with Fortune 100 companies to optimize their contact center performance through focus on results, people and process.

She currently serves as Ulysses Learning’s Senior Vice President of Sales & Marketing/Manager Director of North American Operations. A regular speaker at conferences such as the BCBS Association and the Executive Learning Exchange, Vance frequently writes and talks about leveraging the power of social media in contact centers. She is on the executive board of the Call Center Industry Advisory Council (CIAC).

Anne Nickerson
Vice President, Client Advocate

Anne Nickerson brings years of customer service, coaching and eLearning experience to focus on client advocacy and achieving bottom line results through successful engagement. She focuses on developing long-term relationships with clients by building strong service, sales and coaching cultures that are sustainable over time.

With more than 25 years of learning and development experience, Anne has deep roots in the call center industry, including CIGNA Healthcare. In addition, she was part of the core research and development team with Ulysses Learning and has call center expertise in training, quality, work flow and organizational development.

Larry Willert
Vice President, Performance Development

Overseeing the newly created Performance Leadership Team, Larry Willert focuses on ensuring clients’ long-term, sustainable results through coaching, master coaching and performance. Willert and his team head up the instructional design, facilitation and coaching functions at Ulysses Learning. They work closely with contact center clients to certify master coaches, coaches and trainers to ensure long-term sustainable results in both coaches and agents.

Prior to this role, Willert was a Master Coach and Facilitator at Ulysses Learning. for eight years. With more than 20 years of consulting and training experience at all levels in a variety of industries, including financial services, Willert specializes in translating industry concepts into practical, real-world applications to enhance bottom-line results.

Susan Meyer
Vice President, Client Services

For the past ten years, Susan Meyer has led the Client Services Team at Ulysses Learning, overseeing the project implementation team and managing all details of training delivery from the initial diagnostic phase through training rollout to follow-up support. She also helps organizations managing the change process, key to any successful training initiative.

Meyer is a Six Sigma Green Belt and has extensive experience in the e-Learning industry, working as a project manager and program manager on large client implementations for Fortune 500 organizations overseeing custom and off the shelf training solutions. She is passionate about the customer experience and the steps involved with creating a “wow” experience at each point of contact for clients.

Frank Hargett
Director of Information Technology

As Director of Information Technology Services, Hargett oversees all aspects of Ulysses Learning’s technology. His team is responsible for the deployment and maintenance of Ulysses Learning solutions to hundreds of end users. Hargett has more than 25 years of experience in information technology field, including hardware, infrastructure, software development and management and has worked with organizations as diverse as startups and Fortune 100 companies.

Frank holds a Master's Degree in Computer Information Systems as well as certifications in Microsoft, Novell and Cisco technologies

Cheryl O'Donoghue, MS
Senior Marketing Advisor, North American Operations

Cheryl works closely with Ulysses Learning’s executives to create and implement the communications vision for the company throughout North America. This includes guiding the company’s integrated marketing efforts, as well as client relationship development communications. Cheryl worked closely with Ulysses Learning’s leadership from 2001 to 2007 to help define and build the Ulysses brand, an area where she possesses substantive subject matter expertise as well as industry recognition and awards. She recently began working with the company again in the fall of 2016. Prior to rejoining Ulysses Learning, Cheryl served as Chief Communications Officer, Vice President of Human Resources and Marketing for VNA Health Care – one of the largest Federally Qualified Health Center Groups in Illinois. Throughout her career, Cheryl has also held senior executive roles in marketing and operations for companies including Financial Training Resources, an international sales and service training organization, and The First National Bank of Chicago, a large bank holding company now a part of Chase.

Sarah Kennedy
Senior Client Development Consultant, Canadian Operations

Sarah Kennedy, is well known for her work in contact center market research with SQM Group. After a successful 16-year career with SQM, Sarah begins a new chapter of her professional life with Ulysses Learning as the company’s Senior Client Development Consultant for their Canadian Operations. Sarah is not new to Ulysses though as she enjoys a long association with the company through numerous collaborations with SQM, including several joint presentations with Ulysses Learning at noteworthy industry events. Sarah possesses a proven track record in developing consultative and lasting client relationships, offering clients added value through the depth of her knowledge in contact center operations. In her new role, Sarah will build upon her contact center analytics to include her passion for coaching and training contact center associates and managers to become fully equipped to deliver exceptional customer service experiences in a complex world. As Ulysses Learning’s Senior Client Development Consultant, Canadian Operations, Sarah will be responsible for developing the company’s Canadian base of clients with a special focus on those in the insurance, energy, and financial industries.