Team

RCDA effectively inspires and manages change by focusing on the most important element behind achievement and sustainability—people. We have made a significant investment in our team of contact center consultants. We only hire veteran consultants who can make our exclusive methodology work. Everyone on our team has the talent, experience and skills to get out on the floor with your people to interact, understand, teach, persuade, model and inspire. It’s what Change, Achieve, and Sustain are all about.

Brad Baumunk, President and COO

Baumunk-Brad-174-6Brad Baumunk joined RCDA as a Senior Consultant in January 2014 and quickly rose through the ranks to vice president and COO and now president and COO. He manages day-to-day operational activities and is responsible for strategic partner relations. He oversees day-to-day operations for RCDA and has direct responsibility for all accounts as well as new business development. Brad’s call center experience spans 24 years.

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Larry Hunt, Vice President, Practice Leader

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Larry Hunt works closely with RCDA president and COO Brad Baumunk on operational issues. His experience with RCDA client DIRECTV began in the fourth quarter of 2014 supporting the telco channel in San Marcos, Texas. In the first quarter of 2015 Larry ran a successful pilot that led to the expansion of RCDA support to 10 total Sales Champions charged with increasing DIRECTV sales within vendor partner CenturyLink. He managed the telco project through December 2015.

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Edward Clark, Senior Consultant

clark-edward-174Edward Clark joined RCDA as a Senior Consultant in September 2016. He is a seasoned, results-oriented executive and a proven leader with more than 20 years of extensive experience and success working with major companies like DIRECTV, AT&T, Dish Network, Time Warner Cable, StarTek and MCI WorldCom in contact center operations, leadership and strategy.

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 Vicky Egan, Senior Consultant

Egan-Vicky-174-4After joining RCDA in 2015, Vicky Egan led the project management and instructional design efforts around the customer experience program for AT&T/DIRECTV. She is currently project managing the integration of the AT&T/DIRECTV call center leadership content and training execution. Vicky is a learning and development professional expert with more than 25 years of experience.

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Yvan Garcia, Senior Consultant

Garcia-Yvan-174Yvan Garcia joined RCDA in February 2014 as Senior Business Analyst, supporting AT&T/DIRECTV coaching and best practices initiatives. He has since worked with AT&T/DIRECTV vendor partners including Alorica, CenturyLink, Clearlink, Convergys, S&P Data and VXI. Most recently he has served as a Senior Consultant for the direct sales division of AT&T/DIRECTV. Yvan’s true passion is people.

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Lisa Pustelak, Senior Consultant

Pustelak-Lisa-174-3Lisa Pustelak joined the RCDA team in 2014. She has worked on several projects, including leading a major DIRECTV process change initiative, sustaining the program in multiple sites to drive sales performance. Lisa has more than 20 years of award-winning sales experience. She thrives on helping teams improve their sales by increasing their confidence and helping them master their sales skills.

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Kevin Sage, Senior Consultant

Sage-Kevin-174As an RCDA Senior Consultant since 2015, Kevin Sage has worked with DIRECTV’s Direct Sales group, leading success in vendor partner call centers across the country. Kevin has also developed business and sales growth for RCDA client NTVB Media, Inc., and he supports new business development for RCDA. He is a seasoned sales management professional with more than 30 years of experience across industries including wireless, cable, financial and insurance services.

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Chris Bisgrove, Consultant

Bisgrove-Chris-2-174-5Chris Bisgrove joined RCDA in 2015 to serve the AT&T/DIRECTV Direct Sales group, driving his site ranking from 15 of 18 sites to number one. Chris is a contributing partner to the Direct Energy vendor contact center management coaching team and the RCDA University teaching group. He also supports RCDA business development and growth initiatives. Chris has more than 25 years of success in business development and operations management.

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Kathy Campbell, Consultant

Campbell-Kathy-174-5Kathy Campbell joined RCDA in 2014. She has been working on the AT&T/DIRECTV portfolio, driving exceptional results with her coaching, training and development within the Direct Sales Team, Customer Experience Team and Sales Support Team. Kathy has more than 20 years of sales experience and an extensive background in corporations developing teams, implementing business systems, and coaching and mentoring sales professionals.

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Patrick Connor, Consultant

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Patrick Connor is responsible for the development, delivery and reinforcement of training. Patrick has more than 30 years of experience as a sales training consultant and leadership trainer, including serving as director of operations for a world-renowned US-based training and leadership firm located in Asia. His adaptability and understanding of selling theory and sales techniques have made him popular with clients in the medical device and technology industries.

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Chris Crews, Consultant

Crews-Chris-174-2Chris Crews joined RCDA in 2014 to support a major AT&T/DIRECTV performance improvement initiative. He has worked with key stakeholders to develop procedural documentation, support field team operations and assess the quality of vendor sites. Recently, he transitioned to integrating management models from AT&T/DIRECTV into an enterprise-level platform. Chris has more than 20 years of experience in management, sales and training.

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Melanie Dallas, Consultant

Dallas-Melanie-1-174-2Melanie Dallas joined RCDA in 2013 and has supported multiple projects for AT&T/DIRECTV, helping implement new customer experience quality teams. She has had ongoing success in training, coaching and developing agents at AT&T/DIRECTV sites, currently supporting DIRECTV’s customer retention group. Melanie is an accomplished trainer and coach with more than 23 years of experience in leadership and customer satisfaction.

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Mariza Garcia, Consultant

Garcia-Mariza-174-2As an RCDA Sales Champion since 2014, Mariza Garcia has been a part of DIRECTV’s telco project, Direct Sales group and the Sustainability Model Team (SMT) on a major initiative helping drive the successful execution and implementation of newly formed customer experience quality teams within AT&T/DIRECTV vendor partner sites nationwide. Mariza has 15 years of sales experience and proven success.

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Chris Gloss, Consultant

Gloss-Chris-new-04142016-174Chris Gloss joined RCDA in 2014 to support major AT&T/DIRECTV coaching and best practice model initiatives. He has been a part of the AT&T DIRECTV direct sales group and most recently worked as a sustainability model team (SMT) member helping drive implementation of newly formed customer experience quality teams within AT&T/DIRECTV sites. Chris has a 15-plus year track record of exceptional results leading, motivating and coaching sales teams.

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Rich Hand, Consultant

Hand-Rich-174Since joining RCDA, Rich Hand has worked with Princess Cruises, training and coaching the sales team to improve performance. He has also supported sales and process improvement for AT&T/DIRECTV. He has implemented, trained and coached new processes across multiple corporate and vendor partner sites to achieve and sustain sales and retention performance. Rich started his business career over 30 years ago.

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Rick Leffke, Consultant

leffke-rick-3-174Rick Leffke has been working with clients to increase their sales and customer service efforts for more than 25 years in the roles of sales strategist, sales manager, sales coach and trainer. His proven sales record and genuine style of teaching allow him to gain instant credibility with everyone from front-line personnel to senior management.

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Jessica Smith, Consultant

Smith-Jessica-174-2Jessica Smith joined RCDA in 2015 to work on the DIRECTV telco project. Her site showed record-breaking performance for DIRECTV overall sales, with a targeted percent to increase over 900% for three consecutive months. Jessica then transitioned to DIRECTV Direct Sales, where she drove significant improvement in the close rate and bundle attachment rate. Jessica has more than 10 years of experience in operations management and development.

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Jason Stiegler, Consultant

stiegler-jason-174-6Jason Stiegler joined RCDA in 2015 and has been a part of several DIRECTV teams including Direct Sales, Retail Store Sales and the Customer Retention Group. In all roles he has had great success in developing agents and management to increase and sustain their KPIs. Jason has more than 14 years of experience as a results-driven sales, retention and operations professional with a proven ability to achieve sales goals and maintain a high customer satisfaction level.

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Reggie Turner, Consultant

Turner-Reggie-1-174-2Since joining RDCA in 2014, Reggie Turner has supported AT&T/DIRECTV in direct sales, best practices, telco, sustainability and instructional design initiatives. He is now working with DIRECTV’s customer retention group to increase its saves rate and improvement in other KPIs. Reggie has 15 years of experience encompassing leadership, training and coaching, organizational development, instructional design, soft skills and eLearning.

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