David Mercado has spent the last few years leading the call center for New Jersey 211, where he built an exceptional level of customer service and consistent, high-quality performance from his staff to better serve the community members of New Jersey. He began consulting with United Way of North Carolina (UWNC) in January 2024 to help develop and implement standard operating procedures for the NC 211 call center. After six months of consulting, David officially joined the team full time as the Senior Director of Operations.
Since joining UWNC, David has elevated the contact center to the next level, enhancing operational efficiency and strengthening service delivery while keeping the needs of the community at the forefront. He also works to support and engage local United Ways across the state, ensuring collaboration and alignment to maximize impact.
As the Senior Director of Operations, David leverages his expertise to ensure United Way of North Carolina’s path forward is one of strength, impact, and sustainability. He provides overall coordination, leadership, and strategy for United Way of North Carolina’s direct services programs, which include NC 211, NCCARE360, and Digital Navigation. David strives to fulfill the mission of United Way of North Carolina while working to establish key strategic priorities that translate into actionable plans, positioning NC 211 as the premier information and referral system for the State of North Carolina.
Before stepping into the 211 world, David built a successful career in the private sector within the contact center industry. He also owns and operates his own fitness gym, providing specialized fitness training to community members. When he’s not at the gym or leading his team, David enjoys spending quality time with his wife and children.