Rick Merson
Director, Customer Solutions Advisory
As a Director in the KPMG U.S. Customer Advisory, Rick helps client organizations and project teams get sustainable results by building and executing effective operating models and processes. He’s helped drive project, financial and KPI results at major telecommunications carriers, financial services organizations and outsourcing clients. Results included multi-million-dollar OPEX reductions, successful projects, double digit customer experience KPI improvements, and new capabilities supporting thousands of agents.
Prior to joining KPMG, Rick had more than 25 years of industry, outsourcing and consulting experience—allowing him to combine KPMG’s tested, industry recognized capabilities and tools with industry leadership experience to help coach and guide clients along their journeys.