PEOPLE • PROCESS • PERFORMANCE
CHRIS MASCARO
Customer Service & Contact Center Executive
Building teams, transforming service operations, and improving customer experience.
RNDC: Centralized customer service across 30 states, scaling from 1 to 140 employees and achieving the highest employee engagement survey results in company history.
Delta Dental: Led a customer service turnaround, improving NPS from -17 to +31.
Ryder: Built a new Managed Maintenance Center generating approximately $20M in annual revenue; insourced emergency roadside assistance, saving $1M annually.
EXECUTIVE IMPACT
A history of scaling operational capacity while delivering measurable business growth and efficiency.
4.9 / 5 CSAT
Achieved 4.9/5 for two consecutive years at RNDC while delivering a 20-second average speed of answer (ASA).
1 → 140 Employees
Scaled a centralized Customer Care organization at RNDC to support a 30-state region.
+48 NPS Points
Drove Net Promoter Score from -17 to +31 at Delta Dental with a $20M annual budget.
99% Retention
Maintained exceptional customer loyalty for Delta Dental through service excellence.
~$20M Revenue
Built Ryder’s Managed Maintenance Center into an operation generating approximately $20M in annual revenue, serving 75+ customer accounts.
$1M Savings
Realized through the strategic insourcing of emergency roadside assistance at Ryder.
125% → 50% Turnover
Reduced annualized turnover from 125% to 50% within three months at Eagles Landing Health.
50 BPO Seats
Managed offshore partner operations and vendor performance to support Ryder's accounts.
Leadership and Experience
RNDC | Senior Director, Customer Operations
Senior Director: January 2026–Present. Director: January 2022–December 2025.
- Led Talkdesk implementation and Salesforce workflow improvements, developed managers, achieved record employee engagement and operated below budget. Expanded responsibility includes Trade Accounts Receivable and outsourced service oversight.
Delta Dental | Contact Center Leadership
Led 450-seat operations including agents, supervisors, and managers. Administered a $20M budget focused on operational efficiency and maintaining high-quality service standards.
Ryder | Managed Maintenance Center
Built a scalable maintenance center for 125 agents and 75+ key accounts. Managed the strategic BPO relationship for a 50-seat offshore operations center to ensure global support.
Eagles Landing Health | Patient Access
Launched a 60-seat access center from inception. Implemented the full technology stack, including Five9, Salesforce, WFM, and QA systems to stabilize new patient workflows.
Leadership Approach
The customer is priority one, and employees are priority 1A. I give teams clear expectations, useful tools, coaching, recognition and authority to solve problems, then hold one another accountable for the outcome. Strong partnerships across Sales, Finance, IT, HR and Operations help us resolve customer issues and improve service delivery together.
Core Expertise
Customer Service Operations
Contact Center Operations
Customer Experience (CX)
Customer Support
Workforce Management (WFM)
Forecasting & Capacity
Quality Assurance (QA)
KPI & Service Level Mgmt
Voice of the Customer
Leadership Development
Employee Engagement
Vendor Management
BPO Management
Offshore Operations
Budget Management
Cost Optimization
Continuous Improvement
Change Management
CRM Implementation
Salesforce
Talkdesk
Five9
NICE / InContact
Six Sigma Green Belt
Professional Recommendations
Selected LinkedIn recommendation excerpts from colleagues and executive leadership.
Business Endorsements
David Minerd, Tammy Curtis, Christopher Cobb, Terrence Bryant, Kevin Bock, Marian Carson, Steven Tully, Alan Austin
Sports and Media
David Abeles, Leigh Steinberg, Gary Player, Hal Sutton, Rocky Bleier
ctmascaro@yahoo.com • Marietta, Georgia
Education and Certification
B.A., Organizational Management, Minor in Finance — Warner University (GPA 3.50)
Six Sigma Green Belt — GE Capital