David Mercado is the Senior Director of Operations for United Way of North Carolina, where he leads NC 211 and statewide contact center operations. Over the past two years, David has transformed NC 211 from a struggling system into one of the top-performing 211 contact centers in the country, driving significant improvements in service delivery, operational efficiency, and community impact.
Under his leadership, NC 211 has expanded its resource database from approximately 13,000 to over 17,000 verified services, strengthening access to critical support for communities across all 100 counties. His focus on performance and accountability has resulted in sustained excellence, maintaining a 98% service level with an average hold time of less than 25 seconds.
David has also built and strengthened partnerships with all 47 Local United Ways across North Carolina, working collaboratively to better understand community needs and demonstrate the value of 211 as a critical access point for services. Through a strong emphasis on partnership, alignment, and teamwork, he continues to expand awareness and utilization of NC 211 across the state.
In his role, David provides strategic leadership and oversight for United Way of North Carolina’s direct service programs, including NC 211, AARP Caregiver, and Digital Navigation. He is committed to advancing NC 211 as a premier statewide information and referral system through data-driven decision-making, operational excellence, and innovative service delivery.
Prior to joining United Way of North Carolina, David led the New Jersey 211 contact center, where he built a high-performing operation focused on quality, consistency, and customer experience. He also brings private sector contact center expertise and is a business owner, operating a fitness gym where he provides specialized training. Outside of work, David enjoys spending time with his wife and children.