David Scott Anderson

Outsourcing Contact Center Specialist

Within the last 9 years, David Anderson has been a primary leader in establishing and strengthening the call center and BPO industries in the Central American region. He is an award winning blogger, speaker and dynamic networker who brings people and projects together. His company, the Utopia Group, is considered the “go to” company for contact centers in the Latin American market.

David’s contact center career started 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, David 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.

Specialities

  • Start-up and Contact/Call Center Expert
  • Father of High Technology in Costa Rica
  • Wireless Networking Visionary
  • Networker with extensive, worldwide network in the Call Center and BPO industry

Career History

CEO

Grupo Utopia International SA

Privately Held; 11-50 employees; Information Technology and Services industry
August 2001 – Present (7 years 11 months)

  • 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

Founder and "Chief Cheerleader"

Contact Centers Central America

Privately Held; 1-10 employees; Outsourcing/Offshoring industry
October 2006 – Present (2 years 9 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.

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 assets

Director Customer Service (Consulting)

eCoverage

Information Technology and Services industry
1999 – 2000 (1 year)

  • Implemented an ACD environment
  • 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.- Led the design efforts for a CRM

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

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 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 Technical Support

Acer Information Services

Public Company; Computer Hardware industry
1994 – 1997 (3 years)
See previous note for Acer America.

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.

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.