Rick Zayas

Rick Zayas has a diverse work experience spanning several industries. Rick began their career at AT&T as a Business Analyst, where they performed systems analysis and led the implementation of new services. Rick then transitioned to roles at ClientLogic, where they served as the Assistant to the President, managed the corporate planning process, and led process improvement and quality management initiatives. Rick also worked at Customer Operations Performance Center as the Director of Certification Services, supporting the expansion of the company into Latin America. Rick later joined Blue Cross Blue Shield of North Carolina, where they held various director-level positions overseeing different operational teams. Rick then worked at Master Counsel Technologies, LLC as the Director of Client Relations, responsible for account management and business development. Rick also had extensive experience at COPC, holding the position of Senior Consultant and assessing client service operations against industry standards. Prior to their current role as Vice President of CX Strategy & Performance Improvement at COPC Inc., Rick worked at American Family Insurance as the CF/R Customer Services Director, overseeing cross-functional teams and utilizing Lean leadership concepts. Rick has also worked as a Senior Consultant at Propoint Solutions, leading projects in IT strategic planning, re-organization, and supplier management for higher education institutions and healthcare providers. Overall, Rick Zayas brings a wealth of experience in customer service, operations management, and strategic planning to their current role.

Rick Zayas obtained a Bachelor of Science degree in Operations Management from Syracuse University - Martin J. Whitman School of Management. Rick also holds several certifications, including HDI Support Center Director (obtained in April 2016), HDI Support Center Manager (obtained in September 2015), ITIL Expert (obtained in December 2013), ITIL Operational Support and Analysis (obtained in July 2013), ITIL Release, Control and Validation (obtained in June 2013), ITIL Planning, Protection and Optimization (obtained in May 2013), and ITIL Service Offerings and Agreements (obtained in March 2013). Additionally, Rick Zayas has certifications as COPC Customer Service Provider (CSP) Registered Coordinator and COPC Vendor Management Organization (VMO) Registered Coordinator, which were obtained in 2012 from COPC Inc.