Rich Kruszka

About Rich Kruszka

Designing and Delivering Great Internal and External Customer Experiences Passionate team-oriented leader using front-line experience in leadership and consulting to drive sustainable improvement in customer and employee satisfaction, productivity and revenue enhancement, and cost reduction. Member of the International Customer Management Institute (ICMI). Specialties: Customer and team member satisfaction, change management, process and performance improvement, productivity and revenue enhancement, contact center management and design.

Experience

1. Senior Manager, Digital Strategy

   EY

   Jul 2019 — Present · Charlotte, NC, US

   Primary focus on contact center cloud platform migrations, including design, development, testing, preparation, implementation, and corresponding project management. • Led contact center service transformation for large U.S. brokerage, including evaluation, selection, and implementation of cloud contact center infrastructure and tool set. Redesigned major operating model components and key processes and directed implementation plan. • Designed and orchestrated vendor selection process and POV, Agile implementation and business unit sequencing plan, and served as Product Owner for initial MVP for seat cloud migration for one of the largest U.S. health insurers. • Acted as Program Manager for cloud migration of a large global wealth management firm and directed Agile design, development, testing, and preparedness for MVP and implementation of two business units.

Education

• Syracuse University

  B.S.