Senior Director of Client Services
As our Senior Director of Customer Services, Rich manages phone support, trainers, and payments on-boarding for Heartland School Solutions’ three support centers. His Quality and Customer Satisfaction team is focused on customer delight, which includes phone call reviews, measuring our Net Promoter Score, and gathering customer surveys on each Heartland engagement. Rich is also an advocate of the “Heartland culture” and actively ensures that each of our employees loves working here.
Prior to joining Heartland, he was the Senior Director of Customer Care at Time Warner Cable, managing a 300-seat support center that included sales, retention, collections, technical support, and billing teams. Rich has more than 25 years’ experience in customer service and holds a Bachelor of Science in Business Administration from Medaille College.