Skip Navigation

Our Leadership Team

Georgianna Crosby

Georgianna Crosby

President

Georgianna is the driving force behind Black Turtle Services. She has imbued Black Turtle with a people-based philosophy and industry best practices based on her twenty-plus years of contact center start-up, operations and optimization in the commercial and Federal sectors.

Georgianna Crosby

Georgianna Crosby

President

Georgianna is the driving force behind Black Turtle Services. She has imbued Black Turtle with a people-based philosophy and industry best practices based on her twenty-plus years of contact center start-up, operations and optimization in the commercial and Federal sectors. Over the course of her career, Ms. Crosby has played nearly every role possible in the development and management of large multi-channel contact centers focused on member care, technical support, and inside sales. Her roles have included leadership in customer support, training delivery and optimization, channel strategy, customer experience, quality management, and performance management. Perhaps as important as any of her experiences, she has managed insourced centers so she knows what it means to be on the line for the quality of front line experiences that customers have with her company’s contact center. The unifying theme in Ms. Crosby’s experiences is her ability to define strategies and implement solutions that help clients exceed their customers’ expectations. She has a twenty-year progressively responsible management track record with experience solving a multitude of business issues that impact the customer’s experience. Previous clients include Centers for Medicare and Medicaid Services, Blue Cross and Blue Shield of Kansas, Pfizer, Bristol-Myers Squibb, Blue Shield of California, Verizon, SanDisk, HP, and Dell.
[ Read More ]
Neal Thurman

Neal Thurman

Vice President of Corporate Development

Neal brings a broad base of business start-up, customer relationship management, and digital channel experience to his multi-faceted role at Black Turtle Services. A veteran of multiple successful start-up businesses and a consultant to others in multiple capacities, Neal works…

Neal Thurman

Neal Thurman

Vice President of Corporate Development

Neal brings a broad base of business start-up, customer relationship management, and digital channel experience to his multi-faceted role at Black Turtle Services. A veteran of multiple successful start-up businesses and a consultant to others in multiple capacities, Neal works behind the scenes to make sure that corporate operations are smooth. He also brings over twenty years of experience planning, designing, developing, and managing customer-facing experiences to BTS engagements. His specialties include customer relationship management, web, mobile, social media, customer self-service, customer research, continuous process improvement, product management, innovation and new product development. Mr. Thurman’s focus throughout his career has been and continues to be matching client goals with emerging technologies and techniques to help organizations to meet their customers where they are with the experiences that they seek. Mr. Thurman has delivered innovative solutions and business models for clients including Sony Electronics, America Online, the McGraw-Hill Companies, Cricket Communications, the Coca-Cola Company, SAP, National Government Services, Centers for Medicare and Medicaid Services, the US Department of Agriculture, and the US Army among others. He has been an invited speaker on the topics of online retailing, user-generated content, and market research. He has also conducted best practices research in CRM Business Practices and Technology Innovation.
[ Read More ]
David Morad

David Morad

Vice President of Client Success

David is an experienced operations executive with over 23 years of domestic and international strategic and technical expertise, contact center operations, and management consulting experience. He brings significant experience leading strategic change management projects to each client.

David Morad

David Morad

Vice President of Client Success

David is an experienced operations executive with over 23 years of domestic and international strategic and technical expertise, contact center operations, and management consulting experience. He brings significant experience leading strategic change management projects to each client. He has served as the customer evangelist, senior customer care thought leader for entrepreneurial and fast-growth companies, as well as Fortune 500 companies and the Federal Government leading contact center, customer retention, telemarketing, client relations, and management consulting organizations in senior level positions. He has been recognized by his clients to be an expert in contact center operations, process improvement, and technology.   Most recently, David was the AVP/Program Manager for the Department of Veterans Affairs Choice Program with a TCV of $70 million.  He was responsible for the successful launch, within a seven-week period, and service delivery of several contact centers with over 2,000 employees servicing Veterans who are in need of medical services outside of the VA network.   In addition, during his tenure at MAXIMUS Federal Services, he was responsible for the successful implementation and management of 2 domestic contact centers with a total of 3,000+ seats, supporting the Affordable Care Act with a growing P&L budget of $115 million/year.  His government clients included the Department of the Navy, HUD, IRS, Department of Education, California Workman’s Compensation Board, and the Kingdom of Saudi Arabia.  His commercial work includes supporting Amazon.com, McDonald’s, AOL, H&R Block, NetSpend, and the Home Depot.
[ Read More ]
Roger Salow

Roger Salow

Vice President of Corporate Growth

Roger brings over 25 years of Business Development expertise to his role as Vice President of Corporate Growth for Black Turtle Services. …

Roger Salow

 

Roger Salow

Vice President of Corporate Growth

Roger brings over 25 years of Business Development expertise to his role as Vice President of Corporate Growth for Black Turtle Services.   Prior to joining BTS, Roger held a variety of leadership positions in business development, sales, and capture management for companies in the Federal contracting and technology industries.   His extensive experience in teaming & pricing strategy, competitive analysis, client management, and proposal development have led to contract awards at multiple agencies across the Civilian, Defense, and Public Health sectors including HHS, Justice, NASA, HUD, Education, VA, and the US Army & Air Force.  In addition to his roles in Business Development and Capture, Roger has also served as Practice Lead- Enterprise Cloud Services where he led the offer development and deployment of As-A-Service offerings including mobiity, messaging & collaboration, and infrastructure to public sector customers.  Roger is responsible for leading the Business Development team at Black Turtle, implementing proven capture management strategy and process, and driving continued revenue growth for the company.  Additionally, he is leading expansion of the BTS portfolio of services into adjacent markets that complement the company’s market leader position in contact center solutions.

[ Read More ]
Steve Gift

Steve Gift

Sr. Director of Site Operations

Steve is the heart of our operations team and its focus on continuous improvement in the service of our clients and their stakeholders. In his 20th year managing in-sourced and outsourced…

Steve Gift

Steve Gift

Director of Site Operations

Steve is the heart of our operations team and its focus on continuous improvement in the service of our clients and their stakeholders. In his 20th year managing in-sourced and outsourced Contact Center Operations, Steve brings a wealth of experiences that has allowed our Sandy, UT site to deliver exceptional results for our clients. Steve brings large-scale experience managing federal contact center operations highlighted by standing up and managing a 1600+ employee center for Vangent, Inc (now GDIT) in support of the 2010 US Census. He has had similar successes at scale in the private sector including management of a 500+ employee center for Time Warner, Inc and a 600+ employee center for Qwest Communications. His experiences span customer service, technical support, retention, and sales. All of Steve’s experiences throughout his career have all been characterized by marked improvements in center performance in the key performance indicators he was being measured on. His focus on and track record for delivering these sorts of results make Steve a great leader and mentor capable of instilling the Black Turtle culture of continuous service improvement. His experience as a Senior Training Manager for America Online, responsible for the delivery and application of training to approximately 6,000 new hires and 10,000 returning employees annually provides the human counterpoint to his metrics-driven approach and makes him the ideal leader for Black Turtle Services operations.
[ Read More ]
Amanda Groendyke

Amanda Groendyke

Director of Human Resources

Amanda has a passion for people. From hiring the best people available to creating an environment where talent can flourish to developing creative programs to promote a fun workplace.

Amanda Groendyke

Amanda Groendyke

Director of Human Resources

Amanda has a passion for people. From hiring the best people available to creating an environment where talent can flourish to developing creative programs to promote a fun workplace, Amanda is invested in making the Black Turtle Services experience a great one. Amanda brings exceptional experience in recruiting and HR management learned from a career that has covered a wide array of HR disciplines including Talent Acquisition, HRIS implementation and optimization, analytics, and culminating in executive management. Throughout her career she has faced significant challenges associated with attracting scarce talent and managing it across geographical boundaries. At BTS, where our people are absolutely essential to our ability to provide our clients and their stakeholders with exceptional customer service, Amanda’s career spent identifying, hiring, and nurturing talent makes her an ideal fit to lead the HR function at Black Turtle Services.
[ Read More ]
Dan Dilsaver

Dan Dilsaver

Director of Technology

Dan ensures that Black Turtle Services has the technology in place to exceed our commitments to our clients. His diverse background includes contact center management and direct oversight of Information Technology departments. 

Dan Dilsaver

Dan Dilsaver

Director of Technology Dan ensures that Black Turtle Services has the technology in place to exceed our commitments to our clients. His diverse background includes contact center management and direct oversight of Information Technology departments. He’s able to draw on these experiences to help shape and maintain a scalable, efficient technology strategy. Dan has helped established companies like AOL and MarketStar continue to grow, and enjoyed successfully launching startup companies like Zrii and LifeVantage. With nearly 20 years of combined experience, his ability to provide functional and strategic input with a human touch will enable BTS to repeatedly deliver outstanding results for our employees and clients.
[Read More]
Sean Tracy

Sean Tracy

Client Services Director

Sean has over twenty years in the Contact Center industry and he brings the benefits and value of that experience to the strategic relationships he cultivates with Black Turtle Services clients…

Sean Tracy

Sean Tracy

Client Services Director

Sean has over twenty years in the Contact Center industry and he brings the benefits and value of that experience to the strategic relationships he cultivates with Black Turtle Services clients. Over his career, Mr. Tracy has been a leader in outsourced operations for leading companies such as Convergys and Teleperformance. His expertise includes training, site operations, client and vendor management and business development. He knows not only what it takes to be successful running a contact center but how to ensure that our clients have the type of experience with Black Turtle that keeps them coming back. Before coming to Black Turtle Services, Sean held Sr. Contact Center Operational positions where he was responsible for the successful managing and execution of high volume multi channel contact center operations, upwards of 500 employees. The reason he is an ideal choice to lead Black Turtle’s Client Management function is that he has proven experience to turn strategic vision into operationalize planning and implementation.
[ Read More ]
Ryan Rees

Ryan Rees

Account Manager, Federal Sector

As Black Turtle Service’s Account Manager for Federal Civilian Agencies, Mr. Ryan Rees is responsible for leading business development, proposal, and capture efforts for the organization…

Ryan Rees

Ryan Rees

Account Manager, Federal Sector

As Black Turtle Service’s Account Manager for Federal Civilian Agencies, Mr. Ryan Rees is responsible for leading business development, proposal, and capture efforts for the organization. Since 2000, Mr. Rees has been directly involved in the analysis and design of enterprise IT and CRM systems as well as infrastructure modernization projects focusing on agile, iterative, and waterfall life-cycles. After obtaining his MBA from the University of Maryland, College Park R.H. Smith School of Business & Technology, he built upon a foundation of ERP systems technology engineering into Program Management, Competitor & Industry Analysis, and Business Development.  During this time, Mr. Rees has successfully led multiple, concurrent capture initiatives to expand product and service offerings into new markets.  Mr. Rees has been the Program Manager for a variety of federal civilian and Department of Defense IDIQ, BPA, and GWAC vehicles. He has been responsible for the capture and execution of competitive technology projects and federal task orders using GWACs and IDIQ’s such as GSA IT 70, Seaport-e, EAGLE II, OASIS, CIO-SP3, STARS 8a, and MOBIS. Customers include Department of Defense, Department of Labor, Department of Health and Human Services, and the Department of Commerce. Mr. Rees applies his delivery experience to the crafting of solutions for BTS partners and agency clients.

[ Read More ]