He is responsible for solutions development, design thinking initiatives and the application of customer-centered enabling technologies to improve the customer and user experience. He has over 25 years of contact center operations, customer experience and business process leadership on both the client and partner side. Prior to joining Sutherland, Ted held various Operations, WFM, Vendor Management and Client Services leadership positions with Teleperformance, Verizon Wireless and Sears where he learned valuable insights about the management of customer operations, Six Sigma process improvement, contact center technology application and a unique strategic view of the BPO space and its many suppliers.