Ross Donaldson

Ross Donaldson is Tidal Basin’s Assistant Vice President of TB Customer Relations and oversees our contact center solutions. With Ross’ wealth of experience in operations leadership, technology integration, and customer experience management across diverse industries combined with his proven approach to problem-solving and decision-making, Tidal Basin clients can expect exceptional service and the highest standards of professionalism.

Before joining Tidal Basin, Ross served as the Head of US Operations at Trust Payments, where his strategic leadership resulted in a 10% increase in Customer Satisfaction (CSAT) and a significant 15% reduction in overall costs. His expertise in implementing transformative initiatives led to a 10% improvement in First Call Resolution (FCR).

While serving as a Senior Operations Manager at Wayfair LLC, Ross’ contributions to site design led to a 30% improvement in facility design efficiency. He also directed a customer support team, significantly reducing customer query resolution time by 25%. At Citigroup, Ross and his teams exceeded KPIs, maintained a rank of #1 out of 13 Operations Managers nationwide, and assisted in the successful launch of the Costco Citi branded credit card.

Ross holds an MBA and a Bachelor of Science in Business/Finance from the University of Phoenix. He is also a certified Six Sigma Black Belt, reflecting his unparalleled commitment to process optimization and operational efficiency.