David Anderson

Current

• Founder and "Chief Cheerleader" at Contact Centers Central America
• CEO at Grupo Utopia International SA

Past

• Director Customer Service at iScribe
• Director Customer Service (Consulting) at eCoverage
• Senior Project Director at MCI Systemhouse

• Director Customer Service at Axil Computers
• Director Customer Service at Auspex
• Director Technical Support at Acer Information Services
• Director of Technical Support at Acer America
• Director of Technical Support at Packard Bell / NEC

see less...

5 more...

Education

• University of Southern California
• Los Angeles Southwest College

Recommended

28 people have recommended David

Connections

390 connections

Industry

Outsourcing/Offshoring

Websites

• My Company
• My Blog

David Anderson’s Summary

Anderson started his Management Career at Packard Bell Electronics, where he rose to Director in 18 months and led a world wide technical support organization.

During his time with Packard Bell, Anderson built Call Centers all over the world including Australia, The Netherlands and Mexico. He is also credited with conceptualizing many of the practices that have become common in modern Contact Centers, including developing the first Internet or Online support organization at a Major PC Manufacturer, and creating fee based support programs.

After leaving Packard Bell, he went to work for Acer Computer Corp., where he was responsible for turning around one of the worst Technical Support organizations in the Personal Computer Industry, and where he eventually was sent to Costa Rica to open an offshore support center to support Acer customers in the U.S.

The success of Acer in Costa Rica has contributed to a world wide boom in Contact Center outsourcing, and Anderson is considered one of the Fathers of the Tech Industry in Costa Rica. After leaving Acer and returning to the States for six years, Anderson worked for several prominent startups and for consulting giants MCI systemhouse and EDS, before Returning to Costa Rica in 2001 to Found Grupo Utopia International, a Software Development, Professional Services and Consulting firm specializing in Contact Center Development and High Technology.

Anderson has continued to develop the Contact Center and Outsourcing industry in Costa Rica and all of Central America, offering services in Guatemala and Honduras as well as other countries in the region. Anderson’s expertise and wide range of contacts in global technology companies like Dell, HP, Palm, Cisco, Intel, Motorola and IBM, and strong local contacts with Telco providers and infrastructure experts, have given him the depth of contacts and experience, to offer a wide range of consulting and development services.

David Anderson’s Specialties:

Start-up and Contact/Call Center Expert. Father of High Technology in Costa Rica, Wireless Networking Visionary.

David Anderson’s Experience

• Founder and "Chief Cheerleader"

  Contact Centers Central America

  (Privately Held; 1-10 employees; Outsourcing/Offshoring industry)

  October 2006 — Present (1 year 10 months)

  CCCA is a spinoff of The Utopia Group, It is a think tank devoted to developing the Outsourcing Industry in Central America. As Chief Cheerleader, I take pride in continuing to develop the call center industry in Central America.
  
  We believe that there will be great opportunities for expansion of the industry throughout the region. The Latino Community in the United States, and the lack of Spanish Language abilities in Eastern European, Indian and Far Eastern outsourcing industries, provides wonderful opportunities for expansion, alliances and synergy. CCCA will be a conduit for that growth.
  
  We have been responsible for building and enhancing scores of Call Centers in Central America in the last 7 years. Our unapologetic goal is to grow the region to par with the Indian Call Center and BPO industry, and to continue to enhance the reputation of the region as a near shore destination.

• CEO

  Grupo Utopia International SA

  (Privately Held; 11-50 employees; Information Technology and Services industry)

  August 2001 — Present (7 years)

  * Designed and built outsourcing contact centers in Costa Rica and Guatemala.
  *Created Contact Center Training Practice utilized by some of the top Contact Centers in the Region.
  *Brand development. Helped shape and create one of the most well known Brands in Costa Rica in Less than two years.
  
  * Developed business plan & sales strategy, and helped create a market for wireless products in the region
  
  *Created one of the most Successful Consulting Practices in the Country, with the top companies in the region as clients.
  
  *Conceptualized and launched the Grupo Utopia Seminar Series, one of the most successful training and technology promotion programs in the region.
  
  *Installed the first Public Wireless Network in the Country, starting the wireless boom in Costa Rica.
  
  * Founded “Project Apollonia,” a charitable organization to help bring English language books to poor school children in the region.

• Director Customer Service

  iScribe

  (Medical Devices industry)

  2000 — 2001 (1 year)

  Built and directed Customer Service Call Center and Field Support Call Center with 30 employees total.
  • Coordinated all operations for the top-rated customer service organization in the industry.
  • Instituted a recruitment program designed to quadruple the customer service staff in less than 9 months, while maintaining quality and skill levels among the staff.
  • Created and chaired a “Customer First” Committee to drive customer issues to resolution, with Director-level representation from Sales, IT, and Engineering.
  • Led team in planning, negotiating purchase and implementing both the phone system and the CRM.
  • Completed over 98% of quarterly departmental goals for three quarters.
  • Took leading role in Product Development Core Teams, insuring serviceability and customer voice in product development cycle.
  • Created and developed highly acclaimed customer service department.
  
  Note: Company failed to get second round funding and sold assetts.

• Director Customer Service (Consulting)

  eCoverage

  (Information Technology and Services industry)

  1999 — 2000 (1 year)

  • Implemented an ACD environment. Led the design efforts for a CRM.
  • Wrote customer service manuals.
  • Designed, built and staffed two world-class Call Center for Internet Start-up in less than 6 months.
  • Created Service guidelines and managed creation of “closed-circuit” communication process between departments.
  • Developed people and processes to create a pass-the-word customer experience.

• Senior Project Director

  MCI Systemhouse

  (Public Company; 10,001 or more employees; MCI; Information Technology and Services industry)

  1998 — 1999 (1 year)

  • Managed on-site teams of highly skilled MCI and third-party consultants.
  • Directed helpdesk functions.
  • Took over a project that was over 30 days behind schedule, revitalizing it and bringing it in 2 weeks ahead of schedule and under budget.
  • Recruited and deployed as an IT Infrastructure and call center specialist.
  • Managed installation of server and back-office solutions, digital imaging system, and high volume telephony applications.
  • Effectively managed multiple projects including several projects dealing with issues in which I had no prior experience.
  • Note: Left Company shortly after sale to EDS for startup opportunity and major equity position.

• Director Customer Service

  Axil Computers

  (Information Technology and Services industry)

  1996 — 1997 (1 year)

  Spent very short period at Axil, a division of Hyundai. Axil was going through a transition when I joined the company. A decision was made to move the operation to the East Coast from California, and I declined to make the move.
  During the short period at AXIL, we made significant improvements to customer satisfaction and helped to increase sales by lowering hold times, increasing percentage of one call solutions, and refining processes to be more customer focused.

• Director Customer Service

  Auspex

  (Information Technology and Services industry)

  1997 — 1997 (less than a year)

  • Establishing immediate improvements in productivity and responsiveness.
  • Improved support capability by replacing an “on-call” environment with a “live, direct pick up” support system.
  • Reduced “Call Back” response time from over 30 minutes to fewer than 7 for non-critical callbacks.
  • Consolidated French and British call centers into one multi-lingual support center, creating a cost savings of 21%, while maintaining the language and cultural capabilities needed to serve a European customer base.

• Director Technical Support

  Acer Information Services

  (Public Company; Information Services industry)

  1993 — 1996 (3 years)

  Developed Long-term planning, budget, and “vision” for support organizations.
  • Implemented 900-Number Premium Support for third-party software bundled with systems.
  • Built and Managed AIS, the first American Internet Startup in Costa Rica.
  • Coordinated growth with Costa Rican authorities.
  • Forged strategic alliances with local Internet companies and negotiated with initial clients.
  • Planned, justified and launched three successful Acer subsidiaries in Costa Rica, including a 450-seat call center.
  • Developed call center for Acer’s San Jose, CA operation, grew it to more than 100 reps in less than 90 days, reducing hold times from 3 hours to less than 5 minutes.
  • Planned and established first American e-commerce companies in Costa Rica.

• Director of Technical Support

  Acer America

  (Public Company; Information Services industry)

  1993 — 1996 (3 years)

  Developed Long-term planning, budget, and “vision” for support organizations.
  • Implemented 900-Number Premium Support for third-party software bundled with systems.
  • Built and Managed AIS, the first American Internet Startup in Costa Rica.
  • Coordinated growth with Costa Rican authorities.
  • Forged strategic alliances with local Internet companies and negotiated with initial clients.
  • Planned, justified and launched three successful Acer subsidiaries in Costa Rica, including a 450-seat call center.
  • Developed call center for Acer’s San Jose, CA operation, grew it to more than 100 reps in less than 90 days, reducing hold times from 3 hours to less than 5 minutes.
  • Planned and established first American e-commerce companies in Costa Rica.

• Director of Technical Support

  Packard Bell / NEC

  (Information Services industry)

  1989 — 1993 (4 years)

  Expanded market share and brand awareness via partnership development with major retailers like Circuit City and Sears.
  • Directed growth of Packard Bell Technical Support through the most explosive years of growth. Helping
  • Built Organization from 60 to over 1000 Technical Support Engineers in three years.
  • Developed support centers in Asia, Latin America and Europe.
  • Developed recruitment, training, and retention programs resulting in less than 5% turnover.
  • Conceptualized Packard Bell Desktop, first Windows User Shell in the consumer PC industry.
  • Managed relocation of two support centers from CA to UT after a natural disaster destroyed the headquarters.

David Anderson’s Education

• University of Southern California

  BA, Political Science, September 1980 — May 1982

  Activities and Societies:

  Founder, Phi Beta Sigma Fraternity-Nu Upsilon Chapter, First Vice President, Second President, Regional and National Officer of Phi Beta Sigma.

• Los Angeles Southwest College

  AA, Journalism, September 1978 — June 1980

  Activities and Societies:

  Editor Campus Newspaper, award winning journalist.

Additional Information

David Anderson’s Websites:

• My Company
• My Blog

David Anderson’s Interests:

Contact Center Consulting, Business Management Consulting, Call Center, Motivational and Time Management Training, New Technologies, Wireless, handheld Technologies, Travel, Photography, Music

David Anderson’s Groups:

Phi Beta Sigma Fraternity, Ancient and Accepted Scottish Rite Mason, Advisor Costa Rican Economic Development and Investment Organization, Member Cisco Global Consultant Liason Program

•    eOffice member
•    OPEN Forum member
•    Phi Beta Sigma Fraternity Incorporated member
•    Obama for America member
•    LIONs "LI Open Networkers" member
•    TEN - Top Executives Net member
•    Serious business persons member
•    Telecom Professionals member
•    Worldwide Management Consultants member
•    Link2Europe member
•    linked PMP (www.linkedpmp.com)... 5000+ members!!! member
•    SKYPE user member
•    Technology Leaders Association member
•    Contact Center Group member
•    THE GLOBAL SOURCING COUNCIL (GSC) member
•    Well-dressed Professionals member
•    Project Managers Group member
•    Outsourcing to Latin America member
•    Costa Rica Business Group member
•    Scottish Rite Masons member
•    Contact Center Professional member
•    Call Center Pros member
•    BPO Executives member
•    Phi Beta Sigma Alumni member
•    Expats in Central America member
•    North American Call Center Professionals member
•    SHL Systemhouse member
•    Traveling Consultants member
•    TIME is MONEY member
•    Nicaraguan Contact Centers and BPO member
•    Outsourcing to Nicaragua member
•    The BPO and Offshoring Best Practices Forum member
•    Mac Book Pro and MB Air Business Users member

David Anderson’s Honors:

Who's Who in American Jr. Colleges, Who's Who in American Colleges and Universities, Who's Who in American Business, Various Journalism and Community Service Awards

David Anderson’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• new ventures
• expertise requests
• business deals
• reference requests
• getting back in touch