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.
Prior to founding Condado Group in 2005, Rich spent nine years as a Management and Information Technology consultant at Deloitte Consulting, three years as a Vice President at eLoyalty Corporation and over seven years providing contact center IT project management and outsourcing services at Electronic Data Systems (EDS).
John Dobrotka
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.
Nitin Pai
Nitin has over 15 years experience in operations, marketing and strategic planning in technology companies ranging from Fortune 50 corporations to technology startups. In his current role, Nitin leads all aspects of Condado Group’s operations. Nitin’s goals are to ensure that Condado’s processes and systems are optimized to deliver the most value to our clients. His prior experience includes stints as VP Operations at Ascend Learning, VP Operations at SmartReceipt Inc, and head of marketing at T-Asset Inc. Nitin has also held executive management positions at Sprint Corporation leading functions such as operations, eCommerce, and customer support.
Nitin serves on the board of the Johnson County (Kansas) Library Foundation and has also served on the boards of Niles Home for Children, a Missouri non-profit agency and Solace House for Children, a Kansas non-profit agency. He holds an M.B.A degree from the University of Michigan.