About Us

David Puchmelter is a seasoned leader in the contact center industry with over 25 years of experience driving operational excellence across healthcare, insurance, financial services, and commercial leasing industries. His career, which began as a part-time service agent, has evolved into leadership roles in managing both captive and BPO customer service centers in the U.S., Latin America, and the Philippines. David’s distinctive passion for optimizing operations, improving efficiencies, and enhancing both agent and customer experiences is evident throughout his career.

Specializing in process improvement, vendor relationship management, and strategic project execution, David has played pivotal roles in initiating, expanding, and decommissioning global contact centers. He has implemented cost-saving measures, developed comprehensive quality management systems, and consistently enhanced service quality. As a Lean Six Sigma-certified professional, David has improved customer satisfaction while delivering significant operational savings. His expertise spans managing Workforce Management (WFM), Voice of the Customer (VOC) initiatives, and overseeing multi-channel customer engagement solutions.

David’s experience also extends to the management of BPO partnerships, financial oversight, and contract negotiations. He has worked with major players in the BPO industry, assuming key roles in governance structures that ensured compliance, service delivery, and quality accountability. His leadership was critical in managing vendor relationships at companies like Green Dot Corporation and Blue Shield of California, where he oversaw operations involving thousands of customer service representatives across multiple locations.