Comprised of seasoned business design, customer contact and technical professionals, Condado Group’s team includes a unique mix of both strategic and tactical specialists. Their niche is the ability to envision and design a customized business strategy that fits the client needs while skillfully engineering the day-to-day processes that must be successfully implemented to ensure individual customer successes.

See below to learn more about the experience and diverse talents of our management consulting team.

Rich Pusateri - President

(816) 210-0701
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With over 20 years of customer relationship management and contact center industry experience, Mr. Pusateri sets the strategic direction for the firm, leading the consulting team in providing management consulting services which have delivered measurable results for his clients. He has delivered highly successful projects at major corporations in many industries including hospitality, consumer business, telecommunications, financial services, manufacturing and non-profit associations.

Prior to founding Condado Group, Mr. Pusateri spent nine years as a Management and Information Technology consultant at Deloitte Consulting, three years as a Vice President at eLoyalty Corporation and over seven years in providing contact center IT project management and outsourcing services at Electronic Data Systems (EDS) as a member of the Customer Service Technologies group. While those years provided Mr. Pusateri with broad, cross-sector experience, they also drove his development of incisive, strategic analysis skills, skills that have facilitated many of the country’s most successful companies with their ongoing business planning. Mr. Pusateri has led projects that address customer experience strategy and design, contact center optimization roadmaps, IVR self-service design and implementation, multi-site VoIP ACD implementation and sales automation design and implementation for companies such as Staples, Wyndham International, R.R. Donnelly, Sprint, Federal Reserve System and AT&T Wireless.

Bernie Fried

With over 30 years of global telecommunications, CRM and contact center experience in entrepreneurial, intrapreneurial and corporate settings, Mr. Fried has applied his sales, marketing, business development, operations, and general management skills to consult with enterprise and outsourcing companies in locations including the United States, India, the Philippines and Australia. His clients have including such companies as American Electric Power, AT&T, Capital One, Telstra and Nippon Telephone.

Prior to joining Condado Group, Mr. Fried was President of Fried Consulting, Inc, a firm specializing in assisting companies in the call center and telecommunications industries increase revenues and margins while reducing churn and enhancing the customer experience in the domestic and international arenas. During his career, he has served as President of Excell Consulting Services, a worldwide call center consulting firm, Director of Marketing, Sales Support and Operations for the wholesale division of Sprint, and has held executive management positions with various biometrics, telecommunications and contact center companies. Since 1975, Mr. Fried has developed and implemented successful sales and marketing strategies and marketing programs for telecommunications and call center companies. He has helped companies introduce programs, products and services for entering new markets and has taught telecommunications courses for corporate and government officials at the State University of New York.

Dennis Bieschke, Director, Sales Solutions

Mr. Bieschke has over thirty years of professional experience, including sixteen years as a sales and customer service senior level executive at Exelon/ComEd, over five years as a consultant directing various sales and business development projects and four years as director of sales process or solutions management projects for RR Donnelley and NetGain Technologies.

Mr. Bieschke brings carefully honed strategic sales skills to bear on a wide range of sales and marketing issues, ranging from the frontline salesperson to the senior sales executive. His focus and experience enable the alignment and implementation of highly creative business solutions, solutions that are successful due to the positive energy they generate throughout an organization. Mr. Bieschke joined Condado Group in 2006, offering broad and deep expertise in sales and customer services management, Customer Relationship Management (CRM) strategy, CRM process solutions, vendor selection, operations management, sales force automation (SFA) utilization, sales tools, reports development, change leadership and financial analysis.

Elliott Winit

Mr. Winit brings over thirty years of experience directing, as well as consulting, to large customer service, reservations, telemarketing, and financial services contact centers. He specializes in helping companies ensure that their contact centers are operating efficiently, cost effectively and are optimizing the customer experience. As a veteran contact center executive, he has led these types of assessment efforts extensively during his career. Mr. Winit has experience in the design and layout of these centers, along with a successful track record in preventative labor relations.

He has actively led both expansion and consolidation efforts for several international organizations. Also, he has extensive experience analyzing outsourcing alternatives for his clients. Mr. Winit has worked for both eLoyalty and IBM in their Contact Center Optimization Practice areas. He has consulted to companies worldwide, including Agilent Technologies, General Motors, The New York Times, Reliant Energy, Sprint Wireless, SunAmerica, T-Mobile, Union Bank of California, Washington Mutual, and many others. Additionally, he has held senior management positions with such companies as American Express, Walt Disney Attractions, Sheraton Hotels, and Citicorp.

Kirby McLennan

Mr. McLennan is an ITIL Certified, professional IT and business manager with extensive experience in Project Management, Contact Center Operations, IT Service Management, IT Infrastructure and Disaster Recovery / Business Continuity. A background in both business and Information Technology has provided him an invaluable perspective in managing diverse projects. His strong leadership and interpersonal skills are utilized to facilitate work teams toward project objectives. Problem solving, consensus building, personnel development, quality focus and resource management are his key strengths.

Tom Wright

Tom has over twenty-one years of diverse Human Resources experience in corporate, operations, and retail environments. He is viewed as a strategic Senior Human Resources Executive, business partner, and team leader with extensive experience in organizational development, change management, leadership development, human capital planning, executive coaching, diversity, and HR strategy development. Tom not only has a tremendous grasp of the technical fundamentals of all aspects of HR, but more importantly brings strong HR strategic insights into his work. Tom combines a willingness to listen and collaborate with a relentless pursuit of outstanding business results, and has effectively partnered with the most senior executives within a variety of corporations.

Prior to his consulting activities, Tom was the Senior Vice President – Human Resources and a Corporate Officer at Hallmark Cards, Inc., where he directed all human resources and personnel services, which included performance management and rewards, employee relations, staffing, organizational development, training and development, corporate diversity, and employee services. Tom was responsible for leading a cross-functional team focused on the identification of the people implications and subsequent development of organizational programs and policies associated with a major business transformation initiative for the corporation. Tom has successfully designed and implemented executive and leadership development strategies that fostered organizational alignment, employee engagement and retention, and improved company performance.

Steve Saniuk

Mr. Saniuk offers over thirty years of experience in delivering IT infrastructure to large, global corporations and has been involved in call center technology and process design for over twenty-five years. Mr. Saniuk has an extensive international business background, having implemented and managed voice and data networks, as well as, contact centers on five continents.

He brings both a business and technical focus to the architecture, deployment and management of world class contact centers along with a proven track record of implementing enabling infrastructure in conjunction with carrier networks to provide high quality, high availability, cost effective technical solutions that support corporate business and customer drivers. His work for nine years with Staples as Director of Telecommunications and Network Engineering, three years as Technical Planning Manager – the Americas, for British Airways and ten years for Reed Elsevier as Director of Information Technology has provided him with an outstanding background in leading edge voice and network infrastructure design and management. Mr. Saniuk joined Condado Group in 2006.

Lois Whitman

With over twenty-five years in senior, call center leadership positions managing hospitality outsourcers for Reed Elsevier, Woodside Management Systems and Custom Travel Systems, Ms Whitman brings a diverse background to Condado Group. Offering front line management experience in medium and large as well as single and multi-site call center operations, she has developed a pragmatic, customer-centric approach to 21st century customer service challenges.

Beginning her career at Delta Airlines where she spent her first ten years in the business, Ms Whitman started out as a reservations agent and quickly progressed through the ranks. The lessons she learned there as an agent and as a team supervisor were never forgotten and it is this real-world experience that informs her solutions on Condado Group engagements. After ten years in call center consulting at eLoyalty Corporation, where she worked as a subject matter expert on projects at Wyndham International, Novartis, United Health Group, Kaiser Permanente, PNC Bank, Morgan Stanley, Priceline, NCR and Starwood Hotels, Ms Whitman joined Condado Group. Her particular areas of expertise include technical help desk design, workforce management, quality assurance monitoring programs, organizational redesign and hiring and retention practices.

Jeff De Wolf

Jeff’s twenty years of experience includes more than eighteen years in the telecommunications industry in a variety of strategic, operational, and staff functional areas. His broad functional experience makes him skilled in organizational assessment, problem identification, and practical improvement especially in complex interdepartmental processes. He has direct experience in customer experience strategy, process analysis, customer care operations, marketing planning and communications, organizational design and effectiveness, and human capital performance management.

Prior to his work with Condado Group, Inc., Jeff was Vice President of Consulting Services with TMNG Global, a leading management consulting firm to the telecom, media, and content industries. At TMNG, Jeff was responsible for the implementation and coordination of a customer care practice, and a primary contributor and developer of organizational effectiveness consulting programs. During his tenure with a national telecommunications firm, Jeff held positions of increasing responsibility leading groups and departments for over 15 years. During that time he was instrumental in the creation and implementation of customer experience strategies, marketing programs, competitive response plans, and organizational effectiveness programs. In his most recent role, he was responsible for organizational effectiveness and human resources for three business units. Over the years, his ability to combine the creative with the practical has resulted in new ideas that successfully lead to results.

John Dobrotka

Mr. Dobrotka has over five years of experience in the call center industry and has been involved with technology and software for approximately seven years. His career began as a reservation sales agent for Wyndham International, now known as Wyndham Worldwide. After demonstrating to the management the marketing potential and cost savings from an informative intranet site, he developed and justified a position for himself as a Computer Systems Analyst. Following his role in the unique turnaround of Wyndham’s call center operations, Mr. Dobrotka left Wyndham to join Condado Group in December of 2005.

Since then he has worked on projects for the Ladies Auxiliary to the VFW, Quill, Avectra and the Federal Reserve System. Mr. Dobrotka’s particular skills in programming, database administration, report development and network administration have made him not only a key component in the growth of Condado Group, but a resource who is regularly requested for special initiatives by satisfied clients.