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. He has applied his expertise in multiple industries including contact center service and support, IT service desk, software testing and quality, environmental services, and healthcare. His experience includes sales, customer service, compliance, implementation, process improvement and strategic management positions. He excels in strategic planning and has been involved with major restructuring, process initiatives, and the development of new products and services for Fortune 500 organizations as well as small start-up firms.

Rich develops content for professional communities including publishing magazines, newsletters, books and articles. He has been a speaker at many conference and events in North America and Brazil.

He implemented and managed customer service centers for a Fortune 500 organization and was the executive director for the world’s largest IT help desk association. His management expertise includes the development and implementation of business initiatives that help to improve the customer experience and the bottom line.