David Morad

David Morad

Summary

Mr. Morad has over 16 years of strategic and technical expertise, contact center operations, and management consulting experience.  Mr. Morad brings significant experience leading strategic change management projects to each client. He has served as the customer evangelist, senior customer care thought leader for entrepreneurial and fast-growth companies, as well as Fortune 500 companies and the Federal Government.  He has led contact center, customer retention, telemarketing, client relations, and management consulting organizations in senior level positions.  He is known by his clients to be an expert in contact center operations, process improvement, and technology.  He is fluently bilingual in English and French, as US citizen, and currently holds an active DoD Secret Clearance.

Specialized Skills

  • Contact center/Customer service operations and strategy development
  • Project/Program management
  • Market research and valuation analysis
  • Customer Relationship Management
  • Contact center and workforce management
  • Technology systems integration and implementation
  • Network design
  • Business Process Outsourcing and contract management

Work History

Work History
Feb 2010 - Present

Director, Client Services

Sutherland Global Services

Currently, Mr. Morad has shared responsibility of 3,000 seat facilities including; finance, recruiting, training, intraday, maintenance, WFM and service delivery.  He is accountable for the successful launch of several new client relationships and acts as intermediary between business development and service delivery operations teams to ensure that consistent and world class service is provided to his clients.  In addition, Mr. Morad manages the relationship, all aspects, of a $30M portfolio of technology, financial services and major retail providers in the U.S, including operational oversight, SOW/LOI development, contractual negotiations, and account penetration.  He is also providing "outside best practices" in a consultancy role to senior management and operations teams.

Nov 2007 - Present

Senior Managing Consultant, Contact Center Technical Team Lead

Consultant to SAIC (Sub-Contractor to IBM)

Currently, Mr. Morad is providing consulting expertise leading the technical implementation of a 300 seat, multi-channel contact center for the Air Force’s Financial Service Center (AFFSC).Mr. Morad is responsible for providing guidance to the client on vendor analysis and coordination, DoD IT certification and accreditation, technical specifications and design, standard operating procedures, and technical build out of the contact center located at Ellsworth Air Force Base, South Dakota.The AFFSC is responsible for handling all personnel related inquiries from the Airman and AF civilian employees.The technologies that will be implemented are CRM, IVR (carrier level and premise-based), WFM, and intelligent call and email routing capabilities.

Feb 2007 - Feb 2010

Director, Contact Optimization

Driva Solutions

Mr. Morad, in partnership with the former Global VP of customer care at Amazon.com, served global organizations as their strategic partner in assessing existing customer care issues and strategies, including contact analysis and optimization, and Voice of the Customer utilizing online and offline channels, captive and outsourced call centers, and managing RFP selection processes for new outsourcer and vendor partnerships.  He also led implementations of newly developed operations strategies and technologies for his clients. This work involved significant international travel to some of the best global companies including Coinstar / redbox, McDonald's, Asurion, T-Mobile, The New York Times, and Zip.ca.

Dec 2004 - Jan 2007

Director of Operations

Enable Business Solutions

Mr. Morad served as Deputy Program Manager at the IRS Cyber Security Incident Response Capability Center (CSIRC) and assisted the client in developing a new strategy to improve the overall operation of the CSIRC as it pertains to people, process, and technology while following the overall mission of the CSIRC, which is to provide proactive prevention, detection, and response to computer security incidents targeting the entire IRS global IT enterprise.Mr. Morad was also a member of the General Dynamics Tiger Team, assisting the team in developing both short and long term technical and operational strategies.

Mr. Morad also assisted VIASYS Healthcare in developing and implementing a comprehensive remediation plan including policies, procedures, and forms to place adequate controls on VIASYS Healthcare’s IT infrastructure and financial systems in order to be compliant with Section 404 of the Sarbanes – Oxley Act and external auditing results.Mr. Morad’s solution was to create detailed standard operating procedures (SOPs) for VIASYS’ corporate headquarters and Strategic Business Units (SBUs) to enforce controls and remediation of deficiencies.The business challenge was to standardize and consolidate the SBUs with global standards for corporate IT controls while ensuring the documentation and performance of local IT procedures.Where applicable, documentation and forms were standardized and in some cases automated to ensure SOX 404 compliance while minimizing the burden on local IT teams to enforce compliance procedures.Mr. Morad also worked with VIASYS’ public auditing firm to ensure that all SOPs were not only compliant, but flexible enough to amend as personnel and infrastructure changes occurred.

Mr. Morad provided strategic leadership in re-engineering VIASYS’ global call center operations by developing and implementing a comprehensive short and long term strategy to re-invent and improve the customer care department to run more efficiently and assisted VIASYS management in identifying areas to build upon.

Aug 2005 - Jan 2007

Vice President

Prime Federal Services

As a co-founder of PFS, a subsidiary of Enable, Mr. Morad assisted in the development of new business initiatives for this Service Disabled Veteran Owned Small Business.PFS’ primary business focus is on Federal Government contracting to assist Agencies in realizing their IT and telecommunications goals.

Leveraging his experience in Government contracting, Mr. Morad was able to develop partner relationships with such firms as Unisys, CSC, Lockheed Martin, Booz Allen Hamilton, and small businesses that service the Government.These teaming agreements allowed PFS to grow its business outside of its main client, the IRS, to include USDA, CMS, and the Treasury Department.Mr. Morad was instrumental in developing and expanding these relationships to allow PFS to grow beyond its early goals.

Aug 2003 - Dec 2004

Senior Manager

America Online Inc.

As Senior Manager at AOL, Inc., Mr. Morad was responsible for leading the implementation of a $20 million next generation speech enabled IVR telephony system within the AOL Member Services division to improve the overall member experience which resulted in annual benefits of over $7 million.Mr. Morad provided project management and business unit leadership to all AOL Inc. brands as they related to the IVR system and member services and provided strategic leadership in developing best in class self service customer service using new its telephony system (IVR, CTI, CRM).He also assisted business and marketing divisions in developing and implementing telephony and customer service improvements and efficiencies.

Mar 1999 - Aug 2003

Associate

Booz Allen Hamilton

As an Associate at Booz | Allen | Hamilton, Mr. Morad led the team that assisted the Internal Revenue Service in developing an Employee Resource Contact Center (ERC) that provides the first point of contact for Shared Services with multimedia (voice, fax, email, web) means of access for all IRS employees.Mr. Morad was responsible for overseeing the selection, identification of requirements, and implementation of a Customer Relationship Management (CRM) solution and an Aspect telephony system.This solution also included a self-service web site that services all IRS employees.He was also responsible for overseeing the implementation of the latest contact center technologies such as PBX/ACD, IVR, email, and workforce management applications.Also, Mr. Morad was responsible for the contact volume estimations for the contact center, which determined the network capacity, workforce, and technology requirements for the contact center.In addition, Mr. Morad developed an industry best practices document that outlined the contact center industry's best practices on multi-channel contact center operations, workforce management, management practices, and technology to allow the ERC to develop its own service metrics.

While at Booz Allen, Mr. Morad developed a requirements document for a health-related organization within the DoD in which he identified the necessary functional and technical requirements to procure a Customer Relationship Management software solution, along with other call center technologies.These requirements were used in a Statement of Work that was issued for an RFP from CRM vendors.

As Project Leader, Mr. Morad oversaw the Booz Allen team supporting the Department of Navy's implementation of the Aspect Multimedia Portal into its two contact centers.The project involved determining the client's functional and technical requirements and identifying the business rules used.

For a large Pharmacy Benefits Management company, Mr. Morad led a technical and strategy team in making recommendations for improvements in customer service, call presentation, processing, and management for a network of eight 500+ agent call centers.Central to this analysis were the following: consideration of Customer Relationship Management software (looking at impact relative to a custom-developed front end), evaluation of Workforce Management software use, telecommunications integration of the call centers (virtual scenarios), and organizational changes to the call centers.

Mr. Morad worked on a team supporting the implementation of an enterprise-wide call center design for the Department of the Navy.The project involved the oversight of the entire call center lifecycle – development, implementation, operations, and business process reengineering, and work.The project involved over 8 call centers located across the United States and in Japan.

Mr. Morad also worked on projects for the Department of Housing and Urban Development (HUD), the Federal Deposit Insurance Commission (FDIC), and France Telecom in recommending upgraded call center designs.He also recommended alternative outsourcing solutions to improve overall call handling and provide world-class customer service.

Oct 1998 - Mar 1999

Director, Customer Support Center

Sykes Enterprises

Mr. Morad was a Customer Support Center Director for Sykes Enterprises, one of the largest international business process outsourcing firms in the world.He was responsible for adhering to the contracts and service level agreements that were contracted with the clients.He implemented several call center agent and manager career initiatives and coordinated with the facilities department to plan a major build out of the technical call center to increase personnel morale, working conditions, and productivity.He was also responsible for creating and maintaining the annual budget of over $10 million and monthly and annual forecasting.

Aug 1996 - Jul 1998

Senior Manager

Telco Communications Group

While employed by Telco Communications Group, Mr. Morad managed a 500-person, 8-supervisor and 23 team leader, 24x7 call center.He developed and implemented customer service policies and procedures and created a new group to coordinate with CLEC customers and CLECs to ensure proper billing and provisioning.He staffed the call center to handle a 151% increase in call volume from 1997-1998.He also assisted with creation of call center development including facilities planning, data capture and personnel transfer.He scheduled and forecasted call volumes to guarantee at least 80-85% of incoming calls be answered within the first twenty seconds and maintained a consistent answer rate of 97% and above.

Nov 1994 - Aug 1996

Senior Manager

During his employment at Fonorola in Montreal, Mr. Morad supervised a 150+ team of customer service representatives (CSR) for Canada’s fastest growing telecommunications company.He supervised, trained, and motivated CSR’s with Fonorola’s corporate vision and mission.He also provided resolutions to customer inquiries and complaints and handled customer calls concerning account maintenance, billing, and issuing of credits.

Education

Education
Aug 1991 - Jun 1992

BA

Bishop's University

Bachelor of Arts degree in Geography with urban and environmental studies, minor in History, June 1992

Aug 1988 - Jun 1991

BA

Bishop's University

Bachelor of Arts degree in Political Studies, June 1991

Skills

Skills

Business Skills

·        Proficient in Windows and Macintosh environments, work extensively with Microsoft Office products. ·        Working experience with RightNow, HEAT, Siebel, PeopleSoft CRM, McAfee Help Desk CMS, Blue Pumpkin, and TCS. ·        Knowledge of AVAYA, Cisco, SpeechWorks (Nuance), Genesys, Nortel (Meridian MAX), Interactive Intelligence, and ASPECT PBX/ACD switches.

Secret

Dept. of Defence