Customer Experience Group
Rich has spent over 20 years earning a reputation for developing and implementing ideas that build strong, lasting relationships for B2B and B2C clients. As VP of the Customer Experience Group, Rich takes a holistic approach to delivering an end-to-end customer experience by strategically looking for ways to resonate with customers, improving and enhancing processes for superior customer delivery and focusing on continual improvement of the company’s “best-in-class” status. Previously, Rich served as the VP of Portfolio Management and found ways to keep clients innovative by broadening product offerings to keep up with evolving technology trends.
Key accomplishments: Ranked #5 in the 2011 MindTouch “Top 25 Most Influential in Customer Service” list, Six Sigma Green Belt
Previous employers: The Vanguard Group, ENC Properties LP, Stroll
First job: As a kid, Rich started a lawn mowing and landscaping business with a friend.
Little-known fact about Rich: Years ago, Rich almost left his corporate career to enter federal law enforcement.
Motto/business philosophy: Culture is the most powerful force in a company. Either nurture and steer it, or get out of the way.
Toughest decision ever made: To leave a company and position he was comfortable with in order to generate the spark he needed to accelerate his professional development
Song that best describes Rich: “Kill Your Heroes” by AWOLNATION
Education: Bloomsburg University
Interests/civic engagement: In the rare moments he isn’t watching his kids compete in sports, Rich enjoys fishing, competitive shooting, hiking and cycling. He has coached several youth soccer teams and is currently a coach for the Main Line Trap Academy.