Adam is a former VP of Operations with 30+ years of successfully building and leading Call Center Operations for F500 and F1000 companies within a wide variety of industries. He is an award-winning expert at call center optimization and creating best-in-class cultures that drive bottom-line performance. Adam’s culture methodology, called the C's of Success, has been nationally recognized as a best practice for “Managing and Retaining Highly Effective Employees,” featured in the 2015 annual white-paper published by Gartner, through their Corporate Executive Board’s Customer Contact Council. He’s served as a national keynote speaker on culture at Call Center Week, the largest customer service conference in the U.S. attended by 2500+ senior executives and has been honored with the national “Employee Appreciation Strategy” award by PACE, the Professional Association of Customer Engagement organization. Call Center agents in his centers have also won national awards, including two times winners of the national “Customer Service Representative of the Year” award by PACE, both in 2014 and 2016. Adam is an Advisory Committee member of CCNG, an industry best practices organization where he offers advice, articles and webinars to their membership and is a member of the Professional Association of Customer Engagement (PACE), a non-profit organization focused on compliance and ethical business practices throughout the telecommunications industry. Adam is a certified facilitator of the 7 Habits of Highly Effective People and Speed of Trust and a certified coach in Systematic Inventive Thinking (SIT). He has a Yellow Belt in Lean /Six Sigma and holds a Bachelor of Music degree from the world-renowned Berklee College of Music majoring in Songwriting.