Russ is a more than 35-year veteran of the call center management industry with a focus on improving customer service. He is the visionary behind CMD and is continually searching for new and better ways to solve problems for clients. Prior to founding CMD in 1999, Russ served as senior vice president of operations at Compass International Services Corp. where he guided the design, implementation and operation of major call centers throughout the nation. Previously, he was a vice president with CSC Credit Services (a division of Computer Sciences Corporation) in Houston, Texas, where he managed CSC’s 32 call centers around the country over a 6-year period. Russ spent the first 12 years of his career with Equifax Services in Seattle, Washington, where his last assignment was managing the Washington region. He is a member of the Eastern Association of College and University Business Officers (EACUBO). Russ served 8 years on of the board of Central Scholarship (2 as Chair), a Baltimore-based non-profit organization that helps residents in Maryland realize their academic and professional goals through interest-free loans and grants to attend accredited institutions within the United States. Russ also served for 8 years on the board of UCP-Maryland (7 years as Vice-Chair) and currently serves as a non-board committee member. In 2011, Russ was appointed to the Financial Sustainability Advisory Committee of Maryland’s Health Benefit Exchange. He studied business management at Century College.