Practice Leads – Biographies
Sam has over 25 years of professional services, contact center and direct-marketing agency experience. Before Triadic Group, Sam was responsible for developing and leading the contact center/live channel consulting practice at Sitel and then Telwares. Both practices focused on channel strategy and performance improvement. He has managed at and consulted for large and medium-size clients in the insurance, financial services, healthcare, technology, physical security, lifestyle, and for-profit education industries.
At Sitel, Sam also served as SVP, Relationship Management for the insurance vertical; and previously was SVP, Global Client Solutions, responsible for developing and expanding relationships through CRM consultative solutions with insurance and financial services’ clients. He has also worked for Digitas in Boston, Humana, Inc. in Louisville and Avon Products, Inc. in New York.
Sam has an M.B.A. in Planning and Marketing from the D'Amore-McKim School of Business at Northeastern University; and an A.B. with Honors in English from Harvard University.
Trudy has been in the telecommunications industry for over 25 years.
During her 20 years at AT&T, Trudy held technical sales and marketing positions and focused on toll-free applications and call centers. From the early days of toll free service and telemarketing, Trudy was involved in a number of “firsts,” designing the first large scale advanced routing design on the West Coast for Pacific Bell Directory, selling, designing, and implementing the first International 800 telemarketing application for Harrod’s in London. Developing applications for 800 and 900 service for one of the first outsourced call centers for a joint venture between AT&T and American Express. She also sold, designed, and implemented one of the largest international toll free voicemail applications for AirTouch cellular (now Vodafone).
Since leaving AT&T, Trudy has continued working as a consultant to enterprise and/or call center operations with carriers such as SBC, Cox Communications, Comcast; and other clients including Genentech, GreenPoint Mortgage (now CapitalOne), AGCO, Coventry Healthcare, Northgate Arinso, Academy of Art University, and Experian.
She is experienced in conducting business analysis, designing call center technical infrastructures as well as in developing creative and cost effective solutions. Her integration projects have included onshore and offshore centers and domestic outsourcers. Trudy is adept at analyzing vendor and technology options, developing and presenting client recommendations, conducting vendor SOWs, contract reviews and negotiations. Trudy has also designed IVR call flows, managing multiple vendors during the design and implementation phases, and evaluating vendor delivery and system operation post-installation.
Trudy has a B.S. in Political Science and Spanish from Indiana University of Pennsylvania.
Bob has been in the contact center industry for more than 20 years, employed at Fortune 500 companies (Humana, Data Broadcasting), large contact center groups (Direct Marketing Services, On-Line Communications), and boutique organizations (Fusion Marketing, Age Wave Impact). Bob has held executive level positions in all key areas of call center operations and support services. His expertise includes: operations management (DMS, Age Wave Impact, OLC, and Humana), client services (TKO Global, Age Wave Impact, and Humana); and finance and administration (Humana, DMS). While with Telwares, Bob conducted consulting engagements for organizations including Wells Fargo, Allied Barton, Aon, Apria Healthcare, Coventry Healthcare, NetApp, Jenny Craig, and Academy of Art University.
Bob's experience has spanned the globe in support of the call center industry, providing services in such places as the Philippines, India, Ireland, Holland, Germany, the Caribbean, Canada, and Mexico, in addition to supporting many domestic clients. As an executive and consultant, Bob has designed, and built contact centers; executed BPO agreements, written policy and procedural manuals; developed and managed operating and capital budgets, including responsibility for GPM, and ROI. He has designed, implemented client campaigns, developed industry management tools, written training manuals, and designed quality management processes.
Bob has an M.B.A. in Finance from the University of Louisville and a B.A. in Business Administration and Economics from Vanderbilt University.
Jack has over 20 years of contact center experience, which includes senior operations leadership, start-ups, organizational design, process improvement, B2B, B2C applications, sales, customer care, retention, collections, performance improvement, adult education, curriculum design, compensation plan development, project management, and organizational behavior.
At outsource providers Service Zone, ClientLogic and Sitel, Jack lead sales performance efforts that resulted in improvements in the OEM, Travel & Leisure, Banking/Financial, Telecommunications, ISP, OSP and Satellite/Cable Television verticals. While at Sitel, Jack worked with human resources, recruitment, operations, training, quality, compensation and executive leadership on quantifying industry best practices that helped the organization improve its hiring profiles, employee retention, incentive & recognition programs, culture and operational performance.
Jack co-founded RainMaker360 in 2008, a contact center consultancy, which collaborated with Fortune 500 companies and leaders in the BPO vertical to drive performance in sales, retention and customer care. During this time Jack developed a unique methodology to increase sales performance while reducing average handle times. He has contributed to white papers in Call Center Magazine, Transaction Trends, and the Harvard Business Review.
Jack has an M.B.A. in Business Management, and a B.A. in Communications from Almeda University.