Ted has accumulated over 25 years of business experience, with most of his career spent in customer support and call centers. Before becoming the lead of the Ideal Dialogue Company, he served in senior leadership roles for renowned call center companies, including Sykes, Service Zone, and Sitel.

Throughout his history in call center operations, Ted has been responsible for developing and reorganizing support resources. His areas of focus have included performance management, training, leadership development, and project management. In operational roles, Ted has overseen construction of domestic and international support centers, facilitated site turnarounds, and transitioned operations to and from offshore locations.

Ted has wide-ranging expertise in call center operations. In previous roles, he designed a community training center from the ground up, handled selection and deployment of industry knowledge-management tools, and developed custom learning and performance systems for agents and managers. His realm of experience includes distance education and leadership development. Ted once acquired training grants worth over $3 million in a single year. He also led a site to ISO 9002 certification in less than nine months, securing the award after the first audit (a rare accomplishment). One of his more challenging assignments has been supporting operations in scaling from two domestic call centers to dozens of sites across multiple continents.

Ted is driven by helping company leaders re-think their business and adopt winning performance improvement strategies. Howver, before discovering his acumen for customer service, Ted co-founded Al’s Comedy Company, an improv group that performed for corporate functions and at comedy clubs around Colorado. Members of the troupe eventually became successful actors. Ted has said that his experience in show business taught him that, “you haven’t known stress until you bomb in front of a large crowd,” an experience he does not recommend to friends.