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. He’s known for his in-depth analytical ability to dissect and diagnose business operations processes and drive dramatic performance and bottom-line improvements.

His multi-disciplined experience spans across site operations leadership in technical support, inbound and outbound sales for consumer and B2B, customer care and CLEC Provisioning. Edward’s support organization experience is equally matched in speech analytics, quality assurance, process modeling, performance management, program and project management, management development and Curriculum development.

Edward has led large technical support operations ranging from tier I to advanced technical support in CLEC environments where he has been tremendously successful in transforming organizations into high-performance cultures. His knowledge of redesigning work flows has improved the customer experience while decreasing expense out of the business.

His sales experience started in the telecommunications industry with inbound and outbound Sales for consumer and B2B environments. He has been recognized multiple times with top performance and distinction awards. He also led one of the largest consumer and B2B inbound sales organizations for another fortune 100 telecommunications company, starting it from the ground up and generating more than $150 million per year in annual sales revenue.

Edward has been on the cutting edge with contact center technology of speech analytics, call recording, learning management systems and performance management tools for over a decade. One of his largest accomplishments has been as the chief architect of “Customer Success Evaluations,” creating  autoscoring quality monitoring evaluations. His specialized speech analytics organization increased agent evaluations from 8k to over 920k, illuminating the customer journey with new unique insights.

Edward is additionally the chief architect of the “Customer Interactions Ecosystem,” a unique utilization of call flow modeling, speech analytics technologies, performance correlation studies, custom calibration material, and performance management technology and methodologies. This combination of capabilities has enabled targeted coaching for specific KPI impacts to the bottom line, identifying millions in saved revenue through churn reductions, increasing upstream sales revenues with programming and equipment, decreasing expense out of the business through process improvements, and improving the customer experience measured by NPS.

Edward additionally has a strong history in program and project management ranging from managing multi-million dollar new call center site implementations, large scale technology system implementations and software application upgrades.