Mr. Rich has more than 25 years of experience in Project Management and Process Improvement methodology as applied in the call center environment. He has extensive background in Training and Development as well as management experience in bargaining and non-bargaining environments.

Mr. Rich is well versed in the use of a broad range of software and client mainframe applications and is an accomplished presenter with excellent written and oral communication skills.

Current Position

Mr. Rich joined ETC Institute in 2012 as Director of Operations. Here, he is responsible for all survey administration activities for the company. His accomplishments to date include:

• Implemented a state of the art call center system that provides call reporting, monitoring, and recording to improve the effectiveness of the call center
• Assisted in the implementation of online survey administration
• Implemented the use of Foreign Exchanged DID numbers to provide local phone numbers for campaigns

Education:

MBA, Indiana Wesleyan University; B.S. in Education, Ball State University

Professional Affiliation:

Experience:

25+

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