President & CEO
With more than 20 years of customer relationship management and contact center industry experience, Rich sets the strategic direction for the firm, delivering measurable results and profitable customer experiences for clients by improving their marketing, sales and customer service capabilities.
Rich has personally led many of these projects, ranging from simple to complex initiatives that address customer experience strategy and design, contact center optimization roadmaps, IVR self-service design and implementation, multi-site VoIP ACD implementation, and sales automation design and implementation.
Rich has delivered highly successful projects at major corporations across numerous industries, including hospitality, consumer business, telecommunications, financial services, manufacturing and non-profit associations.[/morphy_button_image]
VP & Chief Technology Officer
John joined Condado Group as a consultant where his skills in programming, database design/administration, report development, network administration and problem solving made him key to the growth of the company. He is consistently tapped on the shoulder by clients and employees alike to consult on some of our clients’ most difficult business problems.
John is heavily involved in the growth and technology infrastructure planning of Condado Group while maintaining a very visible presence and involvement in many client initiatives. John’s client base includes associations, financial institutions, universities, retail, non-profit organizations and more.
Prior to joining Condado Group, John first stepped into the call center industry working for Wyndham Worldwide. Starting as a reservation sales agent, he learned about call center operations from the ground up. Always thinking of ways to improve operations, John secured a position as a Computer Systems Analyst after demonstrating how an intranet site could be used as a marketing tool and provide cost savings at the same time. He joined the Condado Group in 2005.[/morphy_button_image]
VP & Chief Technology Officer
VP & Chief Operating Officer
Troy brings eight years project management to his role at Condado Group, where he works with many of the company’s largest clients in industries such as IT and software.
As a certified project manager, Troy employs repeatable, proven processes in all of his work. He is hands-on throughout the implementation process with clients, from management to agent level, to make sure the right business and technical requirements are defined.
Prior to joining Condado Group, Troy managed large projects for a leading Kansas City telecommunications company, managed the day-to-day operations of a web development company and operated his own business. In his varied roles, he has gained a business perspective from different levels and a deep knowledge of programming, which makes him a valuable resource to the team.[/morphy_button_image]
Dan brings seven years project management and business analysis experience to his role at Condado Group, where he works with clients focused on customer service, software and hardware, IT and other similar industries.
Dan’s analytical and project management skills enable him to successfully identify and document business activities and processes critical to a project’s implementation and establish software project goals. Along with that, he provides comprehensive software and hardware support, maintaining web applications, domain servers, PCs, laptops, smart phones, network, and peripheral devices.
Prior to joining Condado Group, Dan worked at HCA MidAmerica where he provided technical and web content management support to the division’s Intranet, Internet and SharePoint site administration in the Kansas City area, plus numerous other applications infrastructure.
Dan graduated from Colorado Technical University with a Bachelor of Science degree in Computer Science. He is currently working on his Master of Science degree for Software Engineering. [/morphy_button_image]
Manager, Contact Center Services
As the leader of the Contact Center as a Service team, Bret focuses on understanding his clients’ business needs while keeping pace with industry leading best practices so that he can provide an exceptional customer experience. Bret works with a diverse line-up of clients, including contact centers, customer service, IT and other industries that use technology to improve business operations.
Certified in multiple VCC products, such as inContact and Five9, Bret is instrumental in the ongoing implementations of these tools to new customers.
Prior to joining Condado Group, Bret lived and worked in Brazil and is fluent in Portuguese. He has been, and still is, an active member of the Army National Guard where he works with Satellite Communication Systems.
Bret is currently working on a degree in Network and Information Systems Security at Park University. He joined the Condado Group in 2012.[/morphy_button_image]
Manager, Contact Center Services
Ryan brings six years of customer service experience to his role at Condado Group. Certified in multiple VCC products, such as inContact and Five9, Ryan provides account and issue management for over 600 call center agents that use these platforms. Ryan’s ability to quickly assess a situation and clearly provide direction to both call center agents and managers makes him extremely effective in managing and training.
Working with clients across multiple industries, including health care, insurance, call centers and VOIP, Ryan strives for excellence in all that he does, especially in customer service. He continuously goes above and beyond by doing research and extending his education in new VCC solutions.
Prior to joining Condado Group, Ryan worked with the Kansas City T-Bones and BreakTime where he focused on customer service and relationship building activities.
Ryan is a graduate of Northwest Missouri State University with a Bachelor’s of Science degree in Industrial Psychology. He joined the Condado Group in 2013.[/morphy_button_image]
Always striving for the cutting edge, Blake uses his blended experience in both large-scale consulting engagements and the Kansas City entrepreneurial community to produce uniquely innovative products for each client. Blake leverages a can-do attitude while converting each challenge into the right solution. Whether it’s creating an adaptive wireframe, building out technical specifications or collaboratively white-boarding a workflow, he understands the ultimate goal – transform the client’s vision into their reality.[/morphy_button_image]
With over a decade in the software development industry Courtney understands the process from concept to execution and continuous support. Her perspective can help to educate clients in understanding the possibilities and the process during their first foray into developing a software based solution to business problems.
Prior to joining Condado Group, Courtney worked in software development specifically for the purpose of E-Commerce and holds her AAP which allows her to assist clients in understanding payments processing and how that affects their business. She has worked in several areas of the software development process and her approach to defining requirements takes clients from identifying problems and priorities to executing on solutions.
Courtney joined the Condado Group in 2015.[/morphy_button_image]
Bringing more than six years of experience, Kimberly manages the Condado Group office and internal operations. Kimberly provides internal support to the company’s team of consultants and manages several of the internal reporting processes.
Kimberly manages Condado Group’s social media and assists with clients’ social media needs as well. She also works with a range of small to mid-sized clients in contact centers and customer service industries.
Prior to joining Condado Group, Kimberly worked as an assistant manager and leasing consultant and inside sales/scheduler, which is where she gained skills in facilities planning, vendor relations, billing and managing the day-to-day operations of an office.
Kimberly has a dental assistant degree. She joined the Condado Group in 2013.[/morphy_button_image]