Customer Experience (CCO, CXO) | Sales Enablement | Service Delivery and Design. As Lead Consultant, President or General Manager - Rick is focused on customer experience driven growth and applying principles of marketing and industrial design to choreograph people, processes, and systems to grow. President/GM - "Top Line growth"​: He revitalized the stalled C12 business at DuPont, was business process architect for driving high double digit growth for Bank of America's Business Banking Segment, crafted an approach to drive double digit growth for 600 growth stalled consumer banking centers, and branded "commodities"​ from chemicals to financial services for growth. His goal - build high performing organizations focused on sustainable profit, "spit flying"​ passion for customer experience and employee engagement, a "we care"​ culture, and principle centered leadership. COO - "Outcome Focused"​: "He established a blended agenda of immediate opportunities while laying the path for long term work that has to get done to make 4 companies 1."​, said Ed Barry, CEO Capital Bank, on Rick leading merger integration at Capital One Bank. Rick is brought in to accelerate division choreography to accelerate customer experience driven growth while also achieving bottom line improvement in complex mergers & transformations. "Offering Creation"​: His greatest value was the way he made me look at [customers and customer experience] differently"​, said Chris Ewing, COO EagleBank. He directed building new go-to-market segments (Light Denier Airbags, niche wealth banking), differentiated products (Small Business banking) and restructured customer experience for multiple divisions at Bank of America and small business and enterprise segments for AT&T. President | General Manager | Managing Consultant | Customer Experience | Sales Effectiveness | Profit and Loss (P&L) | Business Development | Sales Effectiveness | Change Management | Private Equity | Mergers and Acquisitions

CEO & Managing Consultant @ Our niche - Middle Market B2B Customer Experience consulting. At Core CX we are all about placing customer experience at the core for B2B and B2B2C middle market companies. Our focus is to help you better connect Brand --> Customer Experience--> Employee Engagement--> Sales Effectiveness--> Service Delivery and drive top line growth. We do this by focusing on what is "core" to your business and your customers and then working to integrate customer experience programs (Net Promoter Score as an example), employee engagement (culture and practices) with sales effectiveness and service delivery to drive CX ROI. . Current projects include: - Global sales effectiveness for 2000 person sales force [using "success" profiling] - Speed of loan decision in SMB commercial loans [using lean six sigma] - Transformation of Middle Market B2B sales competency for a mid-sized tech company - Net Promoter Score ROI [customer experience] for a large national franchise [using Service Profit Chain] Past Projects: - Training B2B Enterprise [Large Corporate] in Strategic Business Acumen to reach the C-Level [using Business Canvas] - Linking Net Promoter Score to Voice of Policyholder in B2B2C [ using customer journey mapping and service blueprinting] - Customer experience post-merger integration - creating a common experience across legacy contact centers for a large telecom [using Service Profit Chain] - Developing a Service Profit Chain based customer experience management strategy for a top 10 bank [using Business Canvas and Service Profit Chain] - Applying Design for Six Sigma, Kano, and marketing frameworks to drive customer growth during larger bank mergers for double digit growth. Rick is a also a founding member of the Customer Experience Professionals Association, an expert in Top Line Growth Six Sigma (MBB), and a member of Chartered Institute of Marketing. From February 2015 to Present (11 months) Charlotte, North Carolina AreaMember Board of Directors @ Martex Fiber is a global trader and producer of high-quality reclaimed fibers from pre-consumer and post-consumer waste and cotton-rich recycled yarn blends through its Jimtex Yarns division. The company also offers high quality textile waste management services to a wide variety of textile mills in North and Central America and the Caribbean and associated global trading services. From January 2015 to Present (1 year)

Rick Otero is skilled in: Customer Experience, Business Transformation, Six Sigma, Sales Management, Process Improvement, Change Management, Strategy, Banking, Strategic Planning, Management, CRM, Business Planning, Business Strategy, Leadership, Leadership Development