Our Team

David Raia

David Raia is highly experienced and proven contact center professional with more than 30 years in leadership roles across a wide range of diverse enterprises. He is an industry recognized subject matter expert in customer service and contact centers, strategic planning, consolidation, process reengineering, performance management, quality management, operational design, outsourcing, and business case development. He partners with client companies to create and implement solutions that align service strategies with market and customer demands, yet achieve cost effectiveness in end-to-end customer service operations. His extensive experience in mid-level and senior management corporate customer service delivery positions, as well as externally as a consultant, allows him to quickly identify and develop customers’ needs and develop actionable and lasting strategies.

Key Competencies

  • Customer Service Strategic Planning
  • Customer Segmentation and Interaction Management
  • Contact Center Consolidation
  • Customer Service Process Reengineering
  • Contact Center Operational Design
  • Outsourcing and Vendor Management
  • Performance Management
  • Training/Coaching/Development
  • Forecasting and Scheduling
  • Quality Management
  • IVR and Call Routing/Flow
  • Cost Containment
  • Business Case Development


David has helped Fortune 500 organizations achieve “stretch” customer service goals while reducing costs.
After a successful career in mid- and senior management roles with AT&T and for the past 15 years, David has been a Senior Principal and practice area leader in contact center optimization for Technology Solutions and eLoyalty consulting corporations. In these capacities, he has led consolidation and transformation programs as well as performance improvement projects with Fortune 500 companies worldwide, including: General Motors, Allstate Insurance, WaMu/Chase Financial, Georgia Pacific, T-Mobile, United Airlines, AT&T, Blue Cross Blue Shield, Glaxo-Smith-Kline, and General Electric. He has managed contact center improvement programs for major federal government agencies and national not-for-profit organizations. He has also proven himself with mid-sized clients in a variety of industry segments. The broad range of clients and diversity of projects has given David a unique perspective and transferable insights into all of his projects which he provides his clients through “lessons learned” exercises and workshops.

David is an adept, highly interactive meeting facilitator and has been a featured speaker/workshop host at contact center conferences and shows, specializing in quality and performance management. He has authored white papers and industry publications articles dealing with consolidation, off-shore outsourcing and enterprise resource planning.

Download a PDF of the full biography.

 


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