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Advisory Team

Osprey's Advisory Team is comprised of our guiding coalition and 
rotating advisors. Our mission is to provide the highest quality guidance and counsel to our global clients by leveraging our diverse backgrounds, proficiencies and perspectives.
  
 
Steve Finikiotis, Osprey’s CEO, guides cross-disciplinary teams that help global clients to design service experiences that engage their customers. He is a driving force in the service industry and advises firms in the air transport, telecom, financial services, retail and hospitality sectors. Previously, Steve was a managing director at TWA and an airline industry consultant. He has served as a key advisor to leading enterprises and institutions around the world. 

Robert J. Fielding serves as Osprey's managing director and a practice leader. Prior to joining the company, Robert was a VP — consumer services at Credit Suisse and was a founding partner in a successful microcredit start-up. Previously, he was SVP for a solutions provider to the financial services industry in the UK where he managed a worldwide group of more than 200 professionals. He holds a bachelor’s degree in economics and an MBA from the University of London.

Nidal Qanadilo, based in Amman, Jordan, is CEO and a principal at Osprey ME serving the Middle East. He is an expert in customer experience management with over 20 years experience in all phases of contact service management. At his post in Jordan’s Ministry of ICT, he has raised the visibility of Jordan as a regional and global BPO destination and he provides guidance in regulatory policy for the sector. Nidal is a member of the King Abdullah II Excellence Award Steering Committee. He’s provided advisory services in customer experience management to leading firms throughout the region.

Joel G. Rebmann brings significant subject matter expertise in call center operations. He has 35 years of experience in finance, credit card portfolio management, operational and system control. For the past 25 years, he ran May National Banks of Arizona and Ohio, including their call center operations. Under his leadership May's portfolio grew from a $25 million dollar deficit to a $125 million after-tax profit asset. He is a graduate of the University of Buffalo, where he received his bachelor's  degree in management/accounting.

Raymond E. Bos is based in Brussels and has consulted with leading companies for over 25 years. He brings a depth of expertise in all facets of strategy consulting and global business. Ray has led initiatives on 5 continents with major airlines, hotels, mining, energy, and financial institutions. Previously, he served as IATA's director of air transport consulting in Montreal. He received his MBA from the London Business School.

Martine Preston-Rossi is a senior Osprey advisor whose area of focus is in distributed knowledge-sharing. She has developed groundbreaking insights on communication design and rapid knowledge transfer around performance improvement. One of Martine's interests is sharing knowledge across markets using collaborative  platforms. Previously, she had been a learning specialist at Unilever.  Martine received her master's in Knowledge Management from George Mason University.

Albert Linden is Osprey's senior research director and is based in London. He helps set the firm's research agenda and conduct research to support client projects. Previously, he was an advisor for the American Hotel and Lodging Association, Starwood Hotels and Resort, and Air Canada. His ground-breaking work in service operations research is widely acclaimed. Albert earned his bachelor's in business at the University of Canberra, and his master's in economics at the University of Toronto.

Antonio Neal graduated with honors in IT and Human Factors at Loughborough University (UK) before receiving his Masters in Technology from Ecole Polytechnique Fédérale de Lausanne, Switzerland. His focus is on applying automation to support B2B marketing, customer loyalty, and demand generation using online video, web seminars, and social networking. He has designed and developed platforms that foster deep collaboration across markets. 

Alan Lambert, Ph.D is an Associate Professor of Psychology at Washington University in Saint Louis. He received his doctoral degree in psychology at the University of Illinois at Urbana-Champaign. Alan co-authored Foundations of Social Cognition (2003), published numerous articles in the field of experimental social psychology, and served as Associate Editor of the Personality and Social Psychology Bulletin. Alan helps Osprey and its clients to better understand customers' attitudes in relation to repurchase intention. 
 


 Contact us to learn more about Osprey's Council of Advisors or
its members.