As Senior Director of Customer Experience, Bob is responsible for maintaining and growing iostudio’s contact center services, which currently provide program management, software engineering, and staffing solutions to our federal and state government clients, including the Army National Guard and United States Navy. Bob’s focus is ensuring our contact center team operates professionally and efficiently across various channels, including phone, email, SMS/text, and live chat. His expertise lies in analyzing key performance data and monitoring agents’ performance to increase satisfaction and quickly reach resolution. While remaining steadfast in his belief that human-to human interaction is a necessity for customer support, he is a student of the industry and always looking for ways to optimize, including the integration of supportive AI. Since the Contact Center Team requires OPM clearances, Bob acts as the Facilities Security Officer and has completed the DoD CDSE course ensuring security requirements are met on both human and digital assets. Additionally, Bob stays abreast of National TCPA and COPPA guidelines to ensure compliance. Prior to iostudio, Bob served 27 years in the United States Army and Army National Guard, and has multiple peace keeping, training, and combat deployments under his belt.  

In his free time, Bob enjoys being outdoors hunting and fishing as well as spending time with his family.