With an undergraduate degree from Northwestern University and an MBA from the University of Michigan, Bernie’s career in the contact center industry started in 1987 as a phone agent, working on pharmaceutical programs. He was quickly promoted to leadership roles where he spent nearly two decades leading large-scale, multi-thousand-agent operations across various industries.
During the course of his career, Bernie was a significant contributor to the growth of leading BPOs, helping his clients scale with high-quality service delivery. He then moved on to the client side where he excelled in various senior customer experience and vendor management roles for companies such as the Franklin Mint.
Bernie’s expertise over three decades is multi-vertical, including financial services and telecom with niche expertise in key verticals, including healthcare, retail, ecommerce, CPG (Consumer Packaged Goods), and pharma. Bernie has deep rooted expertise as a pioneer of the call center industry and a leader in omni-channel service and sales both as a service provider and client-side buyer of outsourcing.
Bernie is a part-time volunteer EMT, he’s married with two children, a rescue German Shephard, and resides in Chester Springs, PA.