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David Raia

David Raia

Senior Principal

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location of David RaiaAurora, Illinois, United States

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  • Timeline

  • About me

    Senior Research Analyst at Benchmark Portal

  • Education

    • Loyola University Chicago

      -

      פעילויות וחברות:Alpha Delta Gamma Fraternity Inter fraternity Council

  • Experience

    • ELoyalty (spinoff of Technology Solutions Company)

      Jan 1995 - Jan 2009
      Senior Principal

      Contact Center Professional Consulting

    • Technology Solutions Company

      Jan 1995 - Jan 2000
      Principal

      Senior Principal Contact Center Operations Practice

    • ELoyalty

      Jan 1995 - Jan 2009
      Senior Principal

      Contact Center Assessments, Operations Performance Analysis and Recommendations. Strategic Roadmaps.

    • TimeWise Consultants

      Jan 2009 - Jan 2010
      Proprietor

      President and CEO

    • Contact Center 411

      Jan 2011 - now
      Partner

      Customer Service and Support Optimization - CRMContact Center:- Assessments and Diagnostics- Operations and Process Engineering- Metrics and Reports Management- Resource Planning and Management- Channel Expansion and Management- Quality Management- Productivity ManagementTransformation Program and Project Management

    • Benchmark Portal

      Jan 2011 - now
      Senior Research Analyst

      Responsible for development and integrity of Contact Center Benchmark data repository and introduction of related service offerings. Lead Assessment teams in Contact Center Operations analysis and certification.

  • Licenses & Certifications

    • Instructional Design and Delivery Technologist-BSCTE

      Benchmark Analyst-BenchmarkPortal

    • Certified Call Center Manager

      BenchmarkPortal
      Apr 2013

    • Certified Organizational Change Leader

      Wharton Executive Education
      Oct 2001