David Morad
Manassas
Summary
With over 30 years of expertise in customer experience operations, program management, and large-scale implementations for commercial and federal clients. I bring a wealth of experience to any organization. Throughout my career, I have consistently demonstrated the ability to deliver high-impact solutions, optimize customer service processes, and drive operational efficiency. My strategic consulting skills, combined with experience in multi-site international BPO management and technology integration, make me a valuable asset to any team. Known for strong leadership abilities, problem-solving skills, and proactive "can-do" approach. Additionally, fluency in English and French allows effective communication with diverse stakeholders. With an active Public Trust Clearance, well-equipped to handle sensitive projects.
Overview
26
26
years of professional experience
Work History
Principal Consultant, Contact Center SME
Steampunk Inc.
07.2023 - Current
- Program Manager for DEA Diversion Control Program Contact Center modernization initiative
- Leading implementation of Salesforce Service Cloud CRM and Amazon Connect solution for improved customer service operations
- Spearheaded staffing and managing a contact center operation by providing a world class customer experience to DEA’s 2.1+ million registrants
- Recruited to be the firm’s first contact center SME working with clients to create plans for future success
Managing Director
Morad Consulting LLC
12.2018 - Current
- Program Manager for a $5M/year GSA contract, leading FEDRAMP-certified contact center technology deployment of the NICE CXone telephony solution
- Designed and managed large-scale work-from-home programs supporting 600+ FTEs during the COVID-19 pandemic
- As Program Manager for a large government contractor, successfully launched a 500-seat bilingual contact center in South Texas
Vice President, Customer Support & Service Management
GridPoint Inc.
01.2021 - 04.2023
- Reduced email response times by 75% and decreased support ticket backlog from 6,000+ to under 1,000 in 3 months
- Implemented dedicated support leads to five key accounts, increasing CSAT scores
- Managed the $5M+ budget, reducing costs while maintaining service excellence
- Led Amazon Connect, Salesforce Service Cloud and Community Cloud implementations to enhance self-service, queue routing, reporting and analytics
Vice President, Client Delivery & Success
Black Turtle Services Inc.
03.2017 - 12.2018
- Oversaw operations of 3 U.S.-based contact centers with 1,000+ FTEs and $40M in revenue
- Achieved nearly 100% CSAT scores from BTS’ clients
- Achieved 80% employee bi – annual satisfaction scores
- Increased operational service levels by 25% within two months for DHS USCIS program
- Implemented and scaled a 300-seat bilingual FEMA support center within 15 business days for a TCV of $15M+
Managing Director
Morad Consulting LLC
10.2015 - 03.2017
- Led the procurement of a multi-channel contact center telephony solution for a mid-sized government contractor by:
- Identifying functional and technical requirements
- Conducting market analysis of four industry-leading providers
- Coordinating vendor demonstrations and developing a SOW for an RFP
- Managing vendor selection, contract negotiations, and overseeing the successful implementation of the NICE CxOne solution within five months
- Served as Program Manager for the rapid deployment of a 300+ seat omni-channel bilingual contact center in Texas, delivering a fully operational facility within four weeks for Black Turtle Services (2016)
AVP, Government Program Management
Sutherland Global Services
11.2014 - 10.2015
- Led $100M/year Department of Veterans Affairs Choice Program, launching 1,500+ agent contact center within two months
Director, Client Solutions & Delivery
MAXIMUS Federal Services
11.2012 - 11.2014
- Program Manager for ACA contact centers, overseeing two 2,000+ seat facilities and a $115M annual budget
- Program Manager for the successful startup of 2 facilities (build out, IT, mail room, lease negotiations, & vendor management) to support the Dept
- Of Ed’s FSA DMCS project with a TCV of $850 million
- For the Kingdom of Saudi Arabia TAQAT employment project, managed RFP selection for new outsourcer and vendor partnerships that supported the entire Kingdom
Management Consultant to MAXIMUS Inc.
Morad Consulting LLC
09.2011 - 11.2012
- Led ACA contact center preparation before transitioning to full-time role at MAXIMUS
Director, Contact Optimization
Driva Solutions
02.2007 - 11.2012
- Partnered with Amazon’s former Global VP of Customer Care to optimize customer service strategies for global organizations
- Provided strategic consulting for companies including McDonald’s, T-Mobile, and Redbox
Director, Client Services
Sutherland Global Services
02.2010 - 09.2011
- Managed seven international contact centers with 3,000+ seats across the Philippines, India, Mexico, and the U.S
- Oversaw relationships and operations for major clients including Amazon.com, NetSpend, H&R Block, and The Home Depot
- Managed $90M+ annual P&L
Senior Managing Consultant, Contact Center Team Lead
Consultant to IBM/SAIC
11.2007 - 02.2010
- Led technical implementation of a 300-seat multi-channel contact center for the Air Force Financial Services Center
- Provided expertise on vendor analysis, IT certification, and contact center operations
Vice President of Operations
Enable Business Solutions, LLC
12.2004 - 02.2007
- Served as Project Lead that provided strategic leadership in the successful re-engineering of VIASYS’ global call center operations and customer service culture
Senior Manager
America Online, Inc. (AOL)
08.2003 - 12.2004
- Led $20M implementation of next-gen speech-enabled IVR handling 250K+ calls per day
- Achieved $7M+ in operational efficiencies
Associate
Booz Allen Hamilton
03.1999 - 08.2003
- Led enterprise-wide contact center process improvement and technology initiatives for federal agencies including IRS, HUD, Dept
- Of Navy, and FDIC
- Managed award-winning IRS Employee Resource Contact Center implementation
- Led team that designed and consolidated call centers for Express Scripts, achieving $6M in annual savings
Education
Master of Science - Computer Information Systems
Johns Hopkins University
Baltimore, MD05-2002
Bachelor of Arts - Geography (Urban & Environmental Studies)
Bishop's University
Sherbrooke, QC06-1992
Bachelor of Arts - Political Science
Bishop's University
Sherbrooke, QC06-1991
Skills
- Solution planning
- Data Analytics
- Client relationships
- Continuous improvement
- Project implementation
- Executive Leadership in Domestic & International CX Operations
- Contact Center and IT Implementations & Vendor Management
- Government & Commercial Program Management with P&L Oversight
- BPO Operations & Work-From-Home Program Deployment
- Strategic Consulting & Business Development
- Project leadership
Accomplishments
- Program Manager for ACA contact centers, overseeing two 2,000+ seat facilities and a $115M annual budget.
- Program Manager for the successful startup of 2 facilities (build out, IT, mail room, lease negotiations, & vendor management) to support the Dept. of Ed’s FSA DMCS project with a TCV of $850 million
- Led $100M/year Department of Veterans Affairs Choice Program, launching 1,500+ agent contact center within two months
- Managed seven international contact centers with 3,000+ seats across the Philippines, India, Mexico, and the U.S
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Principal Consultant, Contact Center SME
Steampunk Inc.
07.2023 - Current
Vice President, Customer Support & Service Management
GridPoint Inc.
01.2021 - 04.2023
Managing Director
Morad Consulting LLC
12.2018 - Current
Vice President, Client Delivery & Success
Black Turtle Services Inc.
03.2017 - 12.2018
Managing Director
Morad Consulting LLC
10.2015 - 03.2017
AVP, Government Program Management
Sutherland Global Services
11.2014 - 10.2015
Director, Client Solutions & Delivery
MAXIMUS Federal Services
11.2012 - 11.2014
Management Consultant to MAXIMUS Inc.
Morad Consulting LLC
09.2011 - 11.2012
Director, Client Services
Sutherland Global Services
02.2010 - 09.2011
Senior Managing Consultant, Contact Center Team Lead
Consultant to IBM/SAIC
11.2007 - 02.2010
Director, Contact Optimization
Driva Solutions
02.2007 - 11.2012
Vice President of Operations
Enable Business Solutions, LLC
12.2004 - 02.2007
Senior Manager
America Online, Inc. (AOL)
08.2003 - 12.2004
Associate
Booz Allen Hamilton
03.1999 - 08.2003
Master of Science - Computer Information Systems
Johns Hopkins University
Bachelor of Arts - Geography (Urban & Environmental Studies)
Bishop's University
Bachelor of Arts - Political Science
Bishop's University
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