Person to Person Quality
Michael Mitchell, President
Person to Person Quality is a division of ADI Compliance Consulting , and Mike is the President and founder of ADI. ADI provides Compliance, Risk Management, and Person to Person Quality services from its base in Fairfax, Virginia. Person to Person Quality has clients throughout the United States, as do the other areas of ADI.
Mike created Person to Person Quality in 1999, although its roots are deeper. The services now under the Person to Person Quality brand date back to 1993 and to Mike’s compliance work for banks, savings institutions, mortgage companies and other financial firms. By 1999, these clients were asking for rigorous and reliable services to measure the quality of customer service and for other assistance in improving retail marketing and operations. Mike created the Person to Person Quality brand to segregate the non-compliance work for financial firms and to expand to non-financial services clients with similar needs.
Mike has more than 25 years experience delivering a range of services to clients, especially in compliance and risk management. He has more than 20 years experience managing and building small businesses, and Mike has nine years as the owner of ADI.
Prior to turning to business, Mike was a Special Assistant to U.S. Senator Dennis DeConcini (Retired). In 1984, Mike received his Juris Doctor degree from The National Law Center at George Washington University, in Washington, D.C. He was admitted to the Arizona Bar (now inactive) that same year.
Marc Ciagne, Managing Director
Marc joined Person to Person Quality as a consultant in 2004 and is now the Managing Director. His areas of expertise include: designing and managing mystery shopping and market research programs, developing client strategies for improving customer service and employee performance, and evaluating employee integrity and compliance with organizational policies. Prior to joining Person to Person Quality, he served as the Research Manager for Washington, D.C.-based Consumers’ Checkbook magazine, published by the Center for the Study of Services. Prior to that, he was a Business Product Manager for America Online. He also brings personal experience working in the restaurant and retail industries, as well as at a call center serving American Express platinum card members.
Marc has developed and successfully implemented mystery shopping programs for clients in industries such as Automotive, Retail, Banking, Transportation, Insurance, and Restaurants, among others. Marc has a strong, generalist background in Business Management, Market Research, and Customer Service. He works with clients to develop strategies for accomplishing their business and organizational goals by focusing on the customer experience on the front lines of the operation, where employees interact with potential customers. Marc helps businesses succeed by assisting them in creating a competitive advantage in customer service and employee performance.
Marc has an MBA from the Smith School of Business at the University of Maryland, and a BA from the University of Michigan.
Julie Strasberg, Project Manager
Julie Strasberg joined Person to Person Quality in 2008 as an analyst, after having provided editorial services for the company for two years. Julie manages mystery shopping projects for banking, automotive, and restaurant clients. She provides insightful, quantitative and qualitative data analysis and presents Person to Person Quality’s findings in clear, easy to understand Mystery Shop Reports.
Julie also manages the mystery shopping process for the shoppers. She instructs shoppers on each client’s needs, schedules visits, and edits shop reports, often selecting the best candidates for a particular job. Julie ensures that the shoppers’ evaluations are consistent and concise, with relevant details that the clients need to evaluate their representatives and improve the Customer Moment.
An award-winning editor with more than 20 years of experience managing the editorial process for major features found in such publications as PC Magazine, HomePC, and Network Computing Magazine, Julie has transferred her editorial and analytical skills to the mystery shopping industry. She graduated with honors from the State University of New York at Binghamton in 1986 with a Bachelor of Arts Degree in Linguistics. Raised in New York City, Julie has lived in the Washington, D.C. metro area since 1999.
Andrea Rosenthal, Project
Andrea Rosenthal joined Person to Person Quality as a Project Manager in 2011, after having provided consulting services for the company for more than three years.
Andrea is responsible for managing mystery shopping projects. This includes mapping the customer experience, designing questionnaires, developing shopper instructions and mystery shopping scenarios, monitoring mystery shopper scheduling, editing shop reports and summarizing results.
Prior to joining Person to Person Quality, Andrea worked as an independent marketing, product development and competitive intelligence consultant for clients in the insurance, publishing, technology, membership services and consumer loyalty fields. Andrea also has worked in marketing, product management and account management positions at CUC International and American Express.
Andrea holds a BA from Stony Brook University and an MBA. from New York University. Originally from New York, Andrea moved to Northern Virginia in 1992, where she resides with her husband and two children.
Rebecca Escario, Senior Consultant
Rebecca has over 15 years experience and a strong, generalist background in Project Management, Online Survey Design, Collection and Data Analysis, Database Design and Management, and Online Marketing and Research. She works with clients to develop strategies for accomplishing their business and organizational goals. Rebecca helps businesses succeed by assisting them in creating a competitive advantage in customer service, employee performance, as well as a host of other client and employee interaction issues.
Rebecca is currently a Senior Consultant for Person to Person Quality, the mystery shopping and market research division of ADI Consulting. Her areas of expertise include: design and management of online survey projects, database design, data analysis and mining, and project management in areas of compliance, customer service evaluation, and market research.
Prior to joining Person to Person Quality, Rebecca was a partner in both Escario Consulting and Quality Design Solutions, both internet and information consulting companies, where she worked on and managed a variety of projects, that highlighted different areas of her expertise.
Rebecca holds a Bachelor of Arts in Communications and a Bachelor of Arts in English from Virginia Polytechnic Institute and State University (Virginia Tech), where she graduated with honors.
Person to Person Quality
3919 Old Lee Highway, 81A
Fairfax, VA 22030
© 2011 ADI Consulting All rights reserved