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With more than 25 years of experience, Mr DeCarlo has been with Sia Partners since July of 2020 as an Operating Partner, responsible for the organization's Contact Center Consulting Practice where he assists clients with rebuilding their client service model, service strategy and technology roadmap with a focus on improving the client experience while reducing operating expenses and helping them to be more efficient. In 2022, Mr DeCarlo became an Associate Partner.
Mr DeCarlo is a subject matter expert in contact center digital transformation and has leveraged conversational machine-learning artificial intelligence as a foundation to transformations across many verticals.
Prior to his role with Sia Partners, Mr DeCarlo was the owner and COO of TDT Advisory and Consulting where he built strong client relationships across financial services to assist and advise some of the larger banks in the US on contact center strategies. Mr DeCarlo is the former Managing Director - Head of Client Services at UBS and former Executive Director - Global Head of Wealth Management Client Services, Service Technology and Service Operations at Morgan Stanley. While at Morgan Stanley, Mr DeCarlo was responsible for executing against the Firms Target Operating Model as part of the joint venture between Morgan Stanley and Smith Barney, bringing together two large service organizations into one in support of more than 7 million client accounts and more than 16,000 Financial Advisors and their teams.
Mr. DeCarlo was a Senior Director of Client Services at Unisource in a turn-around environment that led to the sale of the organization. He had a similar role at BISYS as their VP of Client Services with Contact Center responsibility across all three lines of business, which resulted in the sale of the organization. He was part of a successful start-up in the late 90's with PAYTRUST where he wore many hats but primarily focused his attention on leading the Client Service organization while building out branded service models for business clients like American Express, GE Financial, CITI and Chase. Mr DeCarlo started his professional career at Merrill Lynch within the Wealth Management Service and Operational organization.