Senior Vice President of Operations, Rich King, is responsible for overseeing various aspects of the company’s daily operations and providing overall leadership and direction for the product support and technical help desk support groups. Mr. King joined SecurityCoverage in April 2018, and will also play an instrumental role in managing interactions with SecurityCoverage partners and their customers to ensure the company continues to provide a world-class partner and customer experience.
Mr. King served as Director of Customer Experience for Transamerica from 2013 to 2018. While at Transamerica, Mr. King was instrumental in building and establishing programs focused on customer feedback that drove focus and change to enhance the customer experience. His efforts included establishing a Voice-of-the-Customer (VoC) program that leveraged Net Promoter Score (NPS), gaining insights to drive action, as well as managing multiple Customer Journey Mapping projects that brought about positive changes.
Mr. King was also employed at SecurityCoverage from 2007 to 2013, serving as Vice President with responsibility for growing the company’s call center operations. Rich was instrumental in launching over 40 of the company’s help desk support partners. Currently the company’s tier one help desk support (SC Support) is one of the company’s fastest growing lines of business.
Mr. King’s 17+ years of operations and call center experience includes serving as Director of Operations at InfinityContact and nine years at McLeodUSA Incorporated, where he held several different roles, including Director of Customer Service.
A native of Ohio, Mr. King earned a Bachelor of Science degree In business Administration from Bowling Green State University.