Organization-wide Culture Change Customer Service Standards

About Us

Moran Consulting, Inc. is a creative Chicago-based firm which includes a division specializing in customer service training. Our training tools and services have helped hundreds of organizations to successfully reach their goals. Our customer service division, better known as Service Essentials™, was created to give organizations essential tools to deliver excellent service at a reasonable price.

Our Vision
Dramatically Improve Customer Service in the world.

Our Mission
We provide organizations with dynamic quality customer service training programs and services. Our resources enable them to deliver excellent service.

Our Culture
We are flexible, innovative, easy to work with, hands-on, fast paced, detail oriented, fun, and we love to give great service.




Our Leadership

Robert Moran
President of Moran Consulting

As the founder and president of Moran Consulting, Inc., Robert has partnered with more than 600 companies around the world to inspire success within their organizations. As an expert in organizational culture change and with more than two decades of experience designing large scale development projects, Robert has built Moran into a trusted partner for organizations large and small. Specializing in organizational change initiatives, individual and team development, strategic planning, and customer service training, Moran engineers customized solutions and guides organizations through planning, transformation and reinforcement to ensure long-term success.

Robert's career began with the Marriott Corporation as a service manager in the hospitality and healthcare divisions. After over a decade of service with the Marriott Corporation – holding multiple roles including front line manager, department head, internal consultant, new product and sales development, creator of integrated service delivery models and customer service training systems – Robert launched Moran Consulting, Inc. and the Service Essentials™ product line in 1997.

Robert’s credentials include a Bachelor’s degree in hospitality management from the University of Wisconsin – Stout; an MBA from Maryville University of St. Louis; and a Certificate of Advanced Studies in Organizational Development from Loyola University in Chicago. Robert served on the Board of Directors for The Association of Quality and Participation, and has delivered keynote speeches to multiple national organizations on the subject of customer service excellence and organization-wide culture change.



Kathleen Dolan
Director, Project Management

With twenty-five years of large scale project management experience, Kathleen brings an intricate ability to handle complex projects and a global vision to Moran Consulting, Inc. clients. Kathleen's expertise is working with corporations around the world to increase client services while reducing costs. With global clients such as Novartis, Abbvie, and Stork Materials Testing the majority of her experience is with large organizations operating in international markets. Kathleen works with our clients on assessing initial needs; project planning; communication dynamics; strategic oversight; and developing continuous reinforcement programs to ensure organizational success.

In addition to consulting with Moran for twenty years, Kathleen has served as the Director of multiple MBA programs, including the Moore School of Business at The University of South Carolina and the Missouri University of Science and Technology. Kathleen recently held the position as Director of the Executive MBA and Executive Education for the Trulaske College of Business at the University of Missouri.

Kathleen earned a Bachelo's Degree in Journalism and Communications from St. Louis University in Missouri, and went on to achieve an MBA at IESE Business School in Barcelona, Spain. Fluent in Spanish and an avid traveler, Kathleen enjoyed her time living in Europe and still travels as much as possible.



Melissa Siemers
Operations Director

As the Operations Director for Moran Consulting, Inc., Melissa manages key functions at both a strategic and operational level to ensure seamless execution of all client projects. She works closely with both department heads and senior management to align project implementation with standards of operational excellence and superior service.

Prior to joining Moran Consulting, Inc., Melissa worked for a large national insurance brokerage firm in Chicago where she was responsible for the marketing and management of large accounts. Additionally, she served as the Office Manager for the department, overseeing service staff and analyzing processes to ensure compliance with best practices. With over 10 years of experience in customer service driven environments, Melissa understands a broad variety of client industry needs and strives to ensure quality procedures and results.

Melissa earned her Bachelor's Degree in Marketing from Elmhurst College. She is an active member in her community and enjoys volunteering at Feed My Starving Children.



Our Consultants and Trainers

Our Consultants and Trainers represent the finest talent in the world. We bring a diverse set of backgrounds, cultures, talents, and expertise to every project. The diversity of our core consultant and trainer group gives us a unique ability to match the right combination of strengths and personalities to any topic or challenge. We have specialists in customer service training, team development, diversity training, leadership and management development, time management, stress management, change management, and measurement.

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