Meet Members of The Group

 Laura Grimes,  CEO

Laura is an experienced consultant with 20 years of successful business planning, project management, traffic engineering and resource management. Her experience in service and manufacturing operations with high growth industry leaders has been dynamic and innovative. Laura has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers. She has taught and lectured at several universities and has written many articles on Resource Management Statistical Analysis.  Laura is on the faculty for the University of Phoenix and is currently authoring a handbook on business forecasting processes in contact center environments. Purdue University has certified Laura as a Call Center Auditor using Benchmark Portal® and ICMI awarded Laura Consultant Certification.  Laura was a speaker at the ICCM 2002, 2003 and 2004 Conferences and  writes articles for Call Center Management Review.

Laura has an MBA and additional education in information technology and resource management, as well as competitive operations. 

Dea Harrington,  Board Director

Dea has been a senior level executive and/or corporate officer for several Fortune 500 companies during her twenty-five years in service delivery operations, call center engineering, contact center management , and customer relationship management.  As a service provider to a long list of companies that includes American Express, AARP, Spherion, UPS, The Cross Country Group and Thomson Consumer Electronics, Dea has formed an industry reputation for successfully developing and implementing solid solutions to multi-dimensional complex service delivery operational issues.  She has located, built and implemented many time sensitive build out projects as part of her own or client growth. In 1996 she co-founded NorCross Teleservices, successfully creating and implementing a long-term business plan to market insourcing and outsourcing of clients' complex customer care operations.  This very successful company is now a division of the Spherion Corporation.

Over the past fifteen years she has lectured at numerous professional seminars, universities and conferences and has been featured in the Wall Street Journal, USAir Radio, Service Level News and other industry publications.

In addition to her BA in Marketing and Psychology, Dea has a continuing education in Strategic and Competitive Operations at Harvard University , and System Dynamics at the Sloan School of Business, MIT.

Mary Anne Squillace, Clerk

Mary Anne is a prominent MSA, CPA specializing in small business and venture groups. Her professional skills are applied not only to Harrington Consulting Group, but to client solutions as well.

Dr. Paul Powers

Dr. Powers, Ed.D., is the President of Powers & Co., Management Psychologists, specializing in executive management dynamics. He is frequently asked to present management seminars that are well known as effective and entertaining. Paul's client audience comes from Fortune 500 companies.