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Bryant Richardson

Customer Engagement Executive, Outsourcing/Offshoring

Bryant Richardson is a Customer Engagement Executive focused on delivering superior direct-to-consumer and -SOHO experiences.

Bryant Richardson's Bio:

Bryant Richardson is a customer experience executive focused on technology and operational transformation in engagement, marketing, loyalty, servicing & sales operations through direct channels, like the contact center, online and email. Bryant builds award-winning, high-performing teams that deliver richer customer experiences and boost sales for highly complex businesses and grow EBITDA in the process.   Areas of focus are the Financial Services (Banking, Credit Cards & Insurance), Telecom, Technology and Retail verticals. Mr. Richardson's teams have delivered goal-beating results for great brands like AEGON, Apple, AT&T, Bell Canada, Charter Communications, Citi Cards, Dell, ExxonMobil, Home Depot, Honda, Microsoft, SiriusXM, Texas Farm Bureau Insurance, Time Warner Cable, United HealthCare & Wells Fargo Bank, among many others.   Bryant Richardson has served in executive roles in in-sourced and outsourced customer experience operations (including contact center operations), client services and information technology with both public and private enterprises, including start-up businesses.  Bryant was graduated from the University of Texas at Arlington a member of the Dean’s List with a Bachelor of Science degree in Information Systems from the UTA College of Business.   Bryant serves on the Board of Directors for Career Solutions, a 501(c)3 charitable organization focused on educating those in job transition and connecting them to great careers. He also served as a member and president emeritus of the Board of Directors of Embrace Waiting Children, a 501(c)3 charitable organization focused on meeting the needs of social orphans domestically through direct aid, support of adoptive, foster and at-risk families and development of foster/adoptive ministries in Texas, across the United States and internationally. Bryant resides in the Dallas area with his wife and two daughters.

Bryant Richardson's Experience:

  • Chief Information Officer at Skybridge Americas, Inc.

    2016 - Present

  • President & Principal Consultant at Real Blue Sky Advisors, LLC

    2011 - Present

  • Chief Operations Officer / Chief Information Officer at iPacesetters, LLC

    2014 - 2016

  • Senior Business Director | Call Center Operations at Stream Global Services (now Convergys)

    2012 - 2014 | Richardson, Texas

  • SVP Customer Experience | Call Center Operations at Integrated Quality Technologies, Inc.

    2010 - 2012

    Boutique contact center services and business process outsource (BPO) provider start-up through acquisition with call centers in the United States and Canada and global partnerships. Global 1000 / Fortune 500 client base. Directed complex, international, multi-site contact center operations delivering customer service, sales, retention and technical support services with full operating P&L responsibility, leading on-shore and near-shore teams.

  • SVP/Director II of Loyalty & Direct Marketing Operations at Citi Cards

    2004 - 2010

    North American credit card issuing unit of Citigroup, Inc. Shared services Center of Excellence (COE) responsible for delivering marketing and loyalty messaging to customers via multiple channels, including call center/customer service, direct mail, email, online, SEM/SEO & mobile. Managed internal client relationships (ThankYou® loyalty, Sears, Home Depot and other portfolio clients) and directed the marketing operations for existing customers. Led a mix of internal and outsourced (BPO) on-shore and offshore teams.

  • VP of Customer Experience | Call Center Operations at RMH Teleservices, Inc.

    2001 - 2004

    Contact center services and business process outsource (BPO) provider with global call centers presence. Global 1000 / Fortune 500 client base in Financial Services & Insurance, Retail, Technology and Telecom verticals. Managed $30MM client relationship and directed the contact center operations, including full P&L responsibility, for highly complex, multi-channel, multi-site international operation providing technical support, customer service, sales, retention and POS support services with on-shore, near-shore and offshore teams..

  • VP of Customer Experience | Call Center Operations | CIO | Technology at RMH Teleservices, Inc.

    1999 - 2001

    365biz.com, LLC, start-up Internet business was a joint venture between RMH (BPO services provider) and Advanta Partners, the VC unit of Advanta Bank. 365biz.com online services for small business (B2B). Directed all aspects of development, operations and support for the online, ecommerce SaaS product offering. Led multi-site call center customer service, inside sales, retention and technical support operations.

  • VP of Client Services | Call Center at Guaranteed Marketing Solutions, Inc.

    1998 - 1999

    Boutique call center / contact center and business process outsourcing (BPO) start-up CRM services provider. Directed all client engagements, project & program management for this multi-site service provider, partnering with Operations and Business Development to grow the business. Supporting clients in Financial Services & Insurance, Retail and Telecom verticals.

  • VP of Information Technology | Call Center Services | CTO at TeleQuest Teleservices, Inc.

    1994 - 1998

    Call center / contact center and business process outsourcing (BPO) CRM services provider. Directed client project & enterprise technology implementations, managed the operation of contact center & marketing technology and telecommunications infrastructure, including all aspects of client systems solutions for the enterprise, supporting Fortune 500 clients in Automotive, Financial Services & Insurance, Retail and Telecom verticals.

  • Senior Manager, Technical Support Services at EBA, Inc. (now Aegis Communications)

    1990 - 1994

    Call center / contact center / business process outsourcing (BPO) CRM services provider.

Bryant Richardson's Education:

  • University of Texas at Arlington

    1987 – 1990
    Bachelor of Science
    Concentration: Business Information Systems

Bryant Richardson's Interests & Activities:

B2B | B2C | Budget Management | Business Continuity Business Process Outsourcing (BPO) | Call Center Leadership Change Management | Consultative Selling Contact Center Leadership | Continuous Improveme Customer Engagement | Customer Experience Operations Customer Loyalty | Customer Relationship Management (CRM) Customer Retention | Customer Satisfaction (CSat) Customer Service Operations Leadership | Direct Marketing Execution Employee Engagement | Inside Sales | Multinational Leadership Multi-site Leadership | Offshoring | Organizational Development (OD) Outsourcing | Operational Turnaround | Performance Management P&L Management | Process Reengineering | Project Leadership Quality Management | RFI / RFP / RFQ) | Site Design Site Development | Site Selection | Statistical Process Control Strategic Planning | Talent Development | Technical Support Technology Leadership | Vendor Management | Vendor Selection Voice of Customer (VOC) | Voice of Employee (VOE) | Workforce Management




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