Vice President and Practice Leader
Larry’s RCDA experience began in 2014, when he ran a successful pilot program with DIRECTV that expanded RCDA’s support to ten consultants and helped increase DIRECTV’s sales with its vendor partner, CenturyLink. He then ran a pilot for DIRECTV’s outbound division, which helped improve call flow and increase sales per hour for their Starz campaign.
After that, Larry and another RCDA consultant began working with vendor partner Alorica to help improve bundle percentage for their direct sales. Alorica’s bundle percentage started at 24%, grew to 28.75% a month later, and reached 34% the month after that.
He went on to achieve significant gains supporting a gap closure initiative for CenturyLink, and now plays a key role in our ongoing work for AT&T. Larry also provides support for RCDA’s day-to-day operations.
Larry has more than 20 years of experience in training and coaching. His work in the communications and financial services sectors has given him insight into improving sales, management, and operational strategies. He believes in side-by-side training and development, and he uses his talents to transfer skills to others.
He’s an effective communicator who helps build and maintain constructive relationships with executives, clients, and vendors. Larry helps others focus on simple things that can really make a difference. He feels that when people pay attention to the simple things, it can change their lives
As a leader at RCDA, Bob Moeller brings more than two decades of success in the creation and hands-on execution of employee learning systems and programs for world-class corporations. Bob is a highly motivated, results-driven learning and talent development executive. He’s overseen the design, development, implementation, and marketing of leadership programs on an enterprise level, from entry-level to officer-level positions, in global workforces with up to 120,000+ employees.
Prior to joining RCDA, Bob served as the Talent Development Director for Southern Glazer’s Wine & Spirits, where he built the organizational talent capability to help upskill more than 6,000 west-region employees. He also created an Executive Development Program and a Women’s Leaders Program, both of which helped cultivate talent for the company’s next generation of leadership.
Bob also served as a Learning and Development Program Manager for Amazon’s North American Logistics operation. Managing a team of 26 direct reports, Bob trained and shaped the culture of the organization through team leadership, courseware development, in-person training delivery, continuous improvement plans, and talent management initiatives.
Bob honed his training and development approach during early-career positions with the Coca-Cola Bottling Company and Republic Services. Bob earned his B.A. in Communication Studies at the University of Iowa, where he was a NCAA Division I scholarship athlete.
Melanie Dallas joined RCDA in 2013 and has supported multiple projects for AT&T/DIRECTV, helping create new customer experience quality teams. She has had ongoing success in training, coaching, and developing agents at AT&T/DIRECTV sites, and currently supports DIRECTV’s customer retention group.
Melanie is a highly accomplished trainer and coach with more than 23 years of experience in leadership and customer satisfaction. She served as a key member of the leadership team at USA TODAY and Sports Weekly for 14 years and climbed the ladder quickly to serve as supervisor, trainer, and account manager. She managed three major vendors and national customer service activities related to sales and retention with a base of 2.1 million USA TODAY and Sports Weekly subscribers.
She developed, implemented, and reported on all aspects of new-hire and remedial training for customer service, including subscriber delivery and circulation, retention, email correspondence, and call center improvements. As an account manager, she executed a quality initiative to measure and improve the customer experience and efficiency for subscribers. This resulted in a 6.7% improvement on customer satisfaction surveys and a 10% improvement in overall quality assurance scores. It increased client saves from 3% to 56% within 18 months and improved the customer retention rate from 4% to 40% within nine months.
Melanie is a dynamic, creative, and engaged leader whose dedication to excellence shows in everything she does. She understands clearly how customer service impacts loyalty and retention and combines a passion for client-centric service with a laser focus on world-class execution.
Chris 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 for the customer service, insurance, and telecommunications industries. Chris is an accomplished facilitator and manager, providing instruction and growth to multiple levels of employees within an organization. He has a recognized reputation for developing successful employees and forming teams from diverse backgrounds.
His work experience began with Enterprise Rent-A-Car, where he learned to create real relationships with customers by delivering high-level customer service. He later expanded upon that experience to train and lead call center agents for clients such as AOL and SkyeTec. He worked with site leadership and front-line managers to provide effective training, leading to increased employee retention and improved post-graduation performance. He also has held director-level positions in the field of water mitigation auditing and was responsible for creating industry-leading processes to support insurance service clients.
Chris graduated with a Bachelor of Science in Business Administration with a Minor in Human Resources from the University of Central Florida, and he holds a Master of Healthcare Administration from the University of Phoenix.
Wade Roberts has 25 years of experience consulting for a wide range of companies. He has an extensive background assisting organizations with executive coaching, strategic planning, needs assessment, process improvement, sales training, cultural alignment, and customer service.
Wade is certified in linguistics, which helps him creatively use language to find innovative ways to maximize team and individual performance in challenging situations. He has created executive leadership programs, facilitated manager and supervisor development, and implemented employee feedback processes and quality service initiatives.
He was the director of training and development for 5,000 employees at the Rio Las Vegas Hotel & Casino and successfully created new-hire interview processes; developed core values, vision, and mission statements; improved performance; strategized sales, service, and productivity; and integrated new technologies.
In addition, Wade has provided training and consulting for a wide range of consumer and vendor companies including call centers, VIP hospitality ventures, and gaming companies. He has provided services for American Institute of Graphic Arts, American Bank of Commerce, AT&T, Boyd Gaming Corporation, Caesar’s Entertainment/Harrah’s Entertainment, DIRECTV, MGM Corporation, and more.
His consulting style has been developed through years of cultivating trust with his clients, and his energy and motivation help people turn opportunities into achievements.
Princess has worked for RCDA since 2021 as a consultant and training facilitator in corporate leadership and development. She’s one of a team of RCDA facilitators who is working with FexEx to help their newly appointed warehouse supervisors develop their leadership skills. She is an innovative, influential consultant well versed in analyzing organizational needs, identifying solutions, and designing and directing large-scale enterprise training initiatives for clients, stakeholders and business partners.
Princess worked previously as a training and quality assurance manager at ADT, where she created cross-functional partnerships with training, quality, and sales leaders, working with 17 direct reports at five sites and two partner sites. She also managed and assessed quality reporting, designed training and quality department protocol, developed a sustainability plan for performance metrics and customer experience impact, and much more.
Before that, she was a deployment manager at DIRECTV, where she installed a standardized performance management program, created a train-the-trainer certification program for site management, and directed the development of front-line management analysis of business performance metrics, Voice of the Customer, and transactional NPS.
She’s also been a trainer for new hires and leadership at Customer Contact Channels, where she created new hire training programs for BPOs in several countries, researched and developed curriculum, conducted performance-related gap analysis, and evaluated learning objectives for key performance indicators.
Princess brings a wealth of knowledge and experience to RCDA. She has several certifications in behavioral leadership, training, and customer service, and holds a degree in Business Administration from Central Piedmont Community College in Charlotte, North Carolina.