Madeline C. McDuffy, a native of Washington D.C., has over 25 years managing experience working in or associated with the telecommunications industry. In 1996, after a distinguished career with Bell Atlantic in numerous highly successful managerial roles, Ms. McDuffy was selected to be a part of a team of seven individuals, challenged to evaluate the concept of establishing a new channel referred to as the Full Service Channel. The channel was designed to meet the needs of a targeted group of highly valued, highly vulnerable customers, and to protect Bell Atlantic's most valued asset its customer. The team tested the channels' ability to meet the demand of the customer and identified the requirements necessary to launch a full-scale effort. In her roll Mrs. McDuffy identified, designed planned and implemented the operations of the channel.
Ms. McDuffy and a team of Bell Atlantic Plus information systems players began the challenging assignment to pursue development of a call center platform that maximized the use of technology and the human factor providing the employees, and the customers the best service and support. The channel was designed to make Bell Atlantic Plus a premier example of the call center of the future. In 1998, with most of the critical components completed or underway and following the construction of the new facility, channel system design, and partial system roll out of the first three systems releases, Ms. McDuffy choose to retire and join her husband in managing McDuffy and Associates. McDuffy and Associates is a company specializing in quality consultant services and sales support. Ms. McDuffy then developed a new division; Total Customer Care (TCC), providing quality call center services which includes: center planning, design, channel management, program analysis, process documentation, sales script development, change management, and training and development.
Her educational background includes George Washington University, graduate program in Administrative Management; University of Pennsylvania Wharton, Executive Development Program; University of Virginia Darden School, Management Development; and George Mason University, B.S. in Marketing and Communications. She is currently providing consulting services to leading telecommunications firms on the east coast. She is a member of the Fairfax City Police Advisory Board, Chairperson of the Fairfax Youth Community Alliance (FYCA) and Winner of the Women in Technology (WIT) 2003 "Entrepreneur of the Year" award. She formerly served on the Private Industry Council of Fairfax County representing the City of Fairfax.