Our Leadership

Our hardworking team is led by innovative executives, uniquely suited to their positions, and dedicated to the success of the company. Meet them now!


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    Greg Fettes

    As Founder & Chief Executive Officer, Greg provides the strategic vision, framework and initiatives for our performance and growth. Since our inception in 2001, we’ve succeeded under his leadership by diversifying solution offerings and expanding our footprint globally. In this time, we have maintained our ability to deliver innovative support, continued client value and service excellence.

    Greg has over 20 years of entrepreneurial experience in sales, marketing and operations. He attended Bentley College and the University of Western Ontario, studying Industrial and Organizational Psychology.

    Greg Fettes

    Founder & CEO
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    Jeff Fettes

    As Founder, 24-7 Intouch & CEO, Laivly Inc., Jeff is responsible for the global operations of 24-7 Intouch, closely monitoring the performance and service delivery to our clients. As part of the executive team, Jeff oversees the cross-functional groups of IT, training and workforce management, which directly relate to the execution of solutions and providing insights to our clients.

    Since its inception in 2001, Jeff has helped lead 24-7 Intouch's entrepreneurial spirit with his experience in IT, operations, and marketing. His passion for innovative technologies, including artificial intelligence and software development, has positioned us as a tech leader in the contact center industry. He continues to push the development and deployment of our suite of proprietary contact center software with our innovative clients. Jeff also holds a business degree from Babson College.

    Jeff Fettes

    Founder, 24-7 Intouch & CEO, Laivly Inc.
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    Mitul Kotecha

    As President of 24-7 Intouch, Mitul is responsible for our global operations, overseeing service delivery and functional support at each of our campuses in North America, Central America and the Philippines. His responsibilities include managing operational strategy, leadership development, workforce, employee experience and business process management.

    Previously, Mitul served as CFO of 24-7 Intouch for 7 years. He obtained his CPA designation in 2001 and graduated from the Richard Ivey School of Business.

    Mitul Kotecha

    President & COO
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    Shane Kozlowich

    As President & Chief Financial Officer, Shane leads our global corporate development, finance, accounting, real estate, facilities, technology, HR and legal groups.

    Prior to joining us in 2014, Shane held the position of VP at Pavilion Financial Corporation/Canterbury Park Capital, where he gained experience in corporate development and private equity. He also previously worked as a consultant at McKinsey & Company.

    Shane attended the University of Manitoba (BSC), University of Western Ontario – Richard Ivey School of Business (HBA) and Northwestern University – Kellogg School of Management (MBA).

    Shane Kozlowich

    President & CFO
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    Angela Simpson

    As EVP, Corporate Development, Angela partners with the executive team and various stakeholders to oversee domestic and international up-scaling through mergers and acquisitions. Her team also defines organic growth strategies to ensure we are well positioned in the market to meet the changing and growing needs of our clients.

    Angela began her career with 24-7 Intouch in 2011 as Corporate Controller. In 2013, she established our Business Intelligence group and shifted into Corporate Development in 2015. Prior to joining us, Angela worked at Ernst & Young LLP in both London, Ontario and Winnipeg, Manitoba where she completed her Chartered Professional Accountant designation.

    Angela attended the University of Western Ontario – Richard Ivey School of Business and University of Manitoba – Asper School of Business, obtaining her HBA and MBA.

    Angela Simpson

    EVP, Corporate Development
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    Deanne Harrison

    As our EVP, Head of People & Organizational Management, Deanne is responsible for leading our global people teams, including Employee Experience, Organizational Development, Learning & Development, Human Resources, as well as Compliance and Risk Management solutions. Deanne focuses on ensuring that people continue to be the heart of our business by continuously evolving our teams, programs, development, and solutions. Prior to joining 24-7 Intouch, Deanne spent over 15 years in management consulting with executives, boards of directors, and organizations nationally and internationally in areas of organizational development, human resources, recruitment, and learning and development.

    Deanne Harrison

    EVP, Head of People & Organizational Management
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    Katina Aycinena

    Katina joined 24-7 Intouch as EVP, Head of LATAM in September 2013 with the acquisition of Innovative Contact Solutions (ICS). She previously acted as the Chief Operating Officer of ICS since May 2006. Katina is responsible for the overall operations of the site, ensuring performance and quality KPI’s are met for each program. She also oversees onsite IT, WFM, Training and HR staff.

    Katina holds a Bachelor’s degree in Business Administration with a minor in Finance from Francisco Marroquin University in Guatemala.

    Katina Aycinena

    EVP, Head of LATAM
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    Teri Miller

    As EVP of Global Operations Experience, Teri is responsible for overseeing all operations, executing business strategy and ensuring operational excellence within our enterprise programs. She was also instrumental in the creation of our corporate development training program, Pathfinder.

    Prior to joining us in 2011, Teri served in a variety of senior leadership positions within contact center operations, workforce management, training and quality assurance. With 20 years of professional experience, Teri has dedicated 16 years to the business process outsourcing industry, leading award-winning teams in the retail, media, government, telecommunication and financial services verticals. Teri's knowledge and approach drives a positive, memorable experience for our people, leadership teams and clients.

    Teri Miller

    EVP, Head of Global Operations Experience
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    Wilma Chan

    As EVP, Head of Marketing, Wilma is responsible for brand, product, and demand generation marketing and communications at 24-7 Intouch. Prior to joining 24-7 Intouch in 2021, Wilma held senior roles at Heinz Canada, SpinMaster Toys, and her most recent role as VP, Product Management at OLG.

    Wilma brings a wide range of expertise to her role, including new customer acquisition and retention, product development and innovation, expansion of digital channels, managing and growing cross-functional teams, as well as business operations.

    Wilma holds an Honors Business Administration degree from the University of Western Ontario, Ivey School of Business.

    Wilma Chan

    EVP, Head of Marketing
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    Bob Cavanaugh

    As EVP, Head of Digital Strategy & Technology, Bob is responsible for global recruiting, efficient onboarding of new client programs and continued deployment of optimizations for existing clients. He manages a team of project managers, operations, recruiting and training professionals to increase visibility, communication and execution within all departments.

    Prior to joining us in 2015, Bob worked with many companies and clients, from huge global brands to startups. He has held leadership positions in both technology and operations, most recently as COO of a technology and logistics start-up company. Bob holds a Bachelor of Commerce (Honors) in Marketing and Finance, as well as a diploma in Information Technology from Red River College, majoring in Networking and Software Engineering.

    Bob Cavanaugh

    EVP, Head of Digital Strategy & Technology
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    Brent Stevenson

    As EVP, Head of North America & Global Client Services, Brent oversees the launch and production of partner resources to ensure operational goals are achieved while maintaining our contractual obligations. Brent began as a customer service professional in 1998 as one of the founding partners at Tell Us About Us, a company focused on the customer experience through surveys, mystery shops and live agent support. He is seen as a thought leader in the customer service industry, and has presented and led key discussions in over a dozen conferences. Brent holds a Bachelor of Commerce Degree from the University of Manitoba.

    Brent Stevenson

    EVP, Head of North America & Global Client Services
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    Jason Rosser

    As EVP, Head of Global Campus Services, Jason oversees the Campus Directors and the Campus Operations program for our global campuses. Prior to joining us, Jason served as the Head of Customer Experience Operations at JackThreads and Head of Global Customer Care Operations at Abercrombie & Fitch, where he oversaw customer engagement and fulfillment operations, the Net Promoter program, customer insights and multilingual customer care operations.

    Jason Rosser

    EVP, Head of Global Campus Services
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    Matt Wheatley

    As EVP, Head of Growth, Matt is responsible for leading the strategy and execution across all our client relationships and their customer’s journey. He is committed to delivering innovative, experience-driven solutions to allow for best practice adoption across multiple verticals.

    Matt has been with us since 2010, holding multiple roles in business development and social media management. He has helped form strategic business partnerships to enhance our product and service offerings. Prior to joining 24-7 Intouch, Matt held senior management roles in customer service, operations, sales and marketing. He holds a degree in Computer Engineering and a MBA from the University of Manitoba. Matt is also a professional Engineer registered with A.P.E.G.M.

    Matt Wheatley

    EVP, Head of Growth
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    Rod Edwards

    As EVP, Head of Operations, Laivly Inc., Rod is responsible for leading the 24-7 Intouch global IT team, composed of industry-leading telephony experts, workstation support crews, networking gurus and application developers. Rod also oversees and maintains our internal systems and infrastructure. He ensures the protection of information technology in our campuses and securely supports client solutions, delivery and technology performance. His expertise allows us to build custom solutions that are flexible based on client systems and goals.

    Rod has been a prominent figure in our IT operations since 2011, after a 10-year career in Marketing at Great West Life. He holds an Honors Degree in Marketing from the University of Manitoba and a CMA designation.

    Rod Edwards

    EVP, Head of Operations, Laivly Inc.
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    Steve Muise

    As EVP, Global Operations - F4, Steve is responsible for performance management and service delivery within the organization, while leading a division of our contact center operations. He works closely with other senior leadership in the execution of mission critical initiatives, targeting areas such as best practices, corporate culture and business unit development with a particular focus on driving innovation and process efficiency for the company. Steve has been an integral member of the team since 2010, having held senior positions within our Sales, Operations, Service Delivery and Employee Experience departments over the years. Prior to joining 24-7 Intouch, he had a successful and lengthy career at Coca-Cola Bottling Company. He was responsible for key and district account management across multiple business units.

    Steve Muise

    EVP, Global Operations - F4
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    Ambrosio Ringor

    As Senior VP of Global Real Estate and Facilities, Ambrosio partners with Sales, Operations and our clients to provide a custom branded environment to reflect our partnerships and culture. Ambrosio previously served as VP of Customer Experience, where he gained a great understanding of our client's needs.

    Ambrosio is a Professional Engineer and has over 20 years of experience in senior management roles specializing in engineering consulting, manufacturing and construction.

    Ambrosio Ringor

    SVP, Global Real Estate
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    Angela Elkie

    As the Senior VP of Workforce & Performance Optimization, Angela develops cost-effective staffing and scheduling strategies for our clients to improve KPIs. She is an expert in processes related to business analytics, contact center forecasting, scheduling and real-time queue management. Leading the workforce functionality from inception of each partnership, Angela reviews and provides strategic solutions for workforce management.

    Angela has been in the contact center industry since 1994, and her experiences in daily contact center operations and support departments has been an asset to our global footprint. Angela attended the University of Saskatchewan, obtaining a Bachelor of Arts degree in Economics.

    Angela Elkie

    SVP, Workforce & Performance Optimization
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    Brendan Barnett

    As SVP, Operations NORAM, Brendan provides support, guidance, and development to our operations teams across the US. He and his teams work to create a culture of communication and collaboration to deliver exceptional results to our partners and their customers.

    Prior to 24-7 Intouch, Brendan spent 10 years in the hospitality industry. Brendan earned his Bachelor of Science in Business Administration from the University of Florida.

    Brendan Barnett

    SVP, Operations NORAM
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    Chris Harrison

    As SVP, Well-Being & Resilience, Chris is responsible for ensuring that all of our people feel cared for, seen, and understood. He develops and oversees all of our well-being programming, integrating neuroscience, psychology, and contemplative practices to help unleash potential and optimize performance at every level of the company. Chris is committed to nurturing our Culture of Care in a manner that prioritizes psychological safety, inclusion, and a deep sense of community. After completing his doctoral degree and obtaining his license as a Clinical Psychologist, Chris co-founded The Wise Mind Institute, an outpatient mental health clinic, and post-doctoral training center. He’s served as Adjunct Faculty in clinical psychology graduate programs and has extensive experience providing both individual and group psychotherapy. Most recently, Chris served as a Consulting Psychologist at Meta (formerly Facebook) where he established the tech industry's first Psychological Health & Safety Program for content moderators.

    Chris Harrison

    SVP, Well-Being & Resilience
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    Chris Wallace

    As SVP of Sales, Chris is responsible for new client acquisition and market expansion within 24-7 Intouch. Chris builds client relationships by leveraging our proven expertise in enterprise level voice, chat, email and social media solutions. He works closely with the Executive and Operations teams to develop solution strategies across each customer engagement channel to generate revenue and meet company growth objectives.

    Chris joined us in 2001 and has held various positions within Sales, Business Development and Operations. He is actively involved in the industry, acting as the Central Canada Representative for SOCAP Canada, as well as a member of the SOCAP Canada Steering Committee and the Business Partner Advisory Council. Chris holds a Bachelor of Arts Degree from the University of South Florida.

    Chris Wallace

    SVP, Sales
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    Cinthia Vidal

    As SVP, Global Operations Experience, Cinthia oversees the campus operations programs for our North America Campuses. Cinthia partners with internal stakeholders to drive and execute on-campus objectives. Prior to joining 24-7 intouch, she has held leadership positions in operations and training with some of the largest brands in the world.

    Cinthia Vidal

    SVP, Global Operations Experience
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    David Lewy

    As SVP of Sales & Business Development, David is responsible for developing and managing new business relationships with clients, and exploring and solidifying relationships with new business partners. He brings over 25 years of Sales and Executive Management experience in the Customer Service & Technical Support industry. David has been involved in all aspects of sales and business development for a variety of technology-based companies. David holds an MBA from Rutgers University and an undergraduate degree in Artificial Intelligence/Cognitive Science from the University of Rochester.

    David Lewy

    SVP, Sales & Business Development
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    Eric Paragas

    As Global SVP, Head of Philippines, Eric is responsible for 24-7 Intouch's offshore outsourced contact center operations in Manila. Under his leadership, the Philippines teams are able to translate our operations, capabilities and culture to our newest campuses. Eric is responsible for all aspects of delivery, performance, experiences and best practices for our Philippines operations.

    Eric has been working and managing in the Philippines BPO Industry for over 15 years. Eric has successfully built and led BPO start-ups and pioneered programs in the Philippines in multiple industries, including Telecommunications, Financial Services, Consumer Electronics, Travel, Technology and eCommerce, covering over 17 countries and 8 languages. Before his career in the BPO industry, Eric was an eCommerce evangelist for Sun Microsystem Philippines. He attended The University of Texas at Austin, obtaining dual BBAs in Finance and International Business.

    Eric Paragas

    Global SVP, Head of Philippines
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    Jamie Abbott

    As SVP, Finance, Jamie leads our corporate and international accounting teams. This includes oversight and management of financial statement preparation and financial reporting deliverables, as well as working with other senior finance team members in managing our external professionals for accounting, taxation, and banking relationships.

    Before joining us in 2022, Jamie obtained his CPA, CA designation while at KPMG LLP, where he was a Senior Manager in Assurance. He then moved to the financial services sector, holding senior finance roles at Wellington West Holdings Inc., Pavilion Financial Corp., and Quadrant Private Wealth. With 20 years of professional experience, Jamie's knowledge and approach drives a positive, memorable experience for our people, leadership teams, and business partners.

    Jamie Abbott

    SVP, Finance
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    Jennifer Sookram

    As SVP, Head of NORAM Operations, Jenn provides leadership support to our contact center operations teams in North America. She also partners with our support teams to deliver our clients’ visions and identify opportunities, while leveraging industry best practices towards an exceptional customer experience.

    Jenn has 20+ years of experience within the business process outsourcing industry, partnering with a variety of industries in multiple positions, consisting of operations leadership, workforce management, training, quality, and customer relationship management system support. Jenn strives to make a positive impact with the people, teams, and client partners she collaborates with.

    Jennifer Sookram

    SVP, Head of NORAM Operations
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    Jill Parsonage

    As SVP of Finance, Jill is responsible for leading our high performance corporate and international accounting and administrative teams. This includes overall management of financial reporting, accounts payable, preparation of financial statements and liaising with our external professionals for accounting, taxation and banking relationships.

    Jill joined us in 2020 with 12 years combined public and private accounting experience. She began her career in Toronto with Ernst & Young where she obtained her CPA, CA designation. She then worked for SAS Institute (Canada) Inc where she had various roles including Controller, Canada.

    Jill holds a Honors Bachelor of Science degree from the University of Western Ontario and a Masters in Management and Professional Accounting from the Rotman School of Business at the University of Toronto.

    Jill Parsonage

    SVP, Finance
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    Ken Layug

    As SVP, Operations PH, Ken helps run our Operations in the Philippines focusing on gig-economy and eCommerce programs. He also works closely with our Program Shared Services and Process Design and Governance teams. Ken was also our first employee in the Philippines when he joined 24-7 Intouch in 2016 as a Director of Operations. He has been instrumental in building the 24-7 Intouch culture in PH and aligning it with our 10 Things.

    Ken has over 15 years of experience in BPO management and has a Bachelor of Arts in Film and Audio-Visual Communication from the University of the Philippines, Diliman.

    Ken Layug

    SVP, Operations PH
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    Kory Hancock

    As SVP, Operations LATAM, Kory delivers leadership and oversight to ensure operational excellence and outstanding multi-channel service in our locations across Latin America.

    Prior to joining us, Kory spent 10 years leading customer service and sales operations in the online advertising space, and as part of the Loyalty Center of Excellence with Toyota Financial Services.

    Kory Hancock

    SVP, Operations LATAM
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    LeGrand Bonnet

    As Senior VP of Operations, LeGrand is responsible for overseeing 24-7 Intouch’s operations, executing business strategy and ensuring operational excellence within our programs. Since LeGrand joined us in 2013, over a dozen new programs have been launched, many of them among the fastest growing within the business.

    LeGrand has over 20 years of customer service experience, including sales and lead generation. His drive and passion to shape culture and performance has been paramount in our global footprint.

    LeGrand Bonnet

    SVP, Operations
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    Mahesh R. Joshi

    As SVP of Finance, Mahesh helps lead the financial performance, compliance and strategic growth of our company. He is a Chartered Accountant with over 25 years of industry experience in the field of Finance, Accounting & Complianceand has experience in Financial Accounting & Management Reporting, Financial operations, Investors Relations and Compliances and has held leadership positions for a variety of IT companies ranging from startups to established multi-geographical enterprises. Mahesh is a graduate in Commerce from Mumbai University and a member of Institute of Chartered Accountants of India.

    Mahesh R. Joshi

    SVP, Finance - India
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    Mara Faye Ilumin

    As SVP, Operations PH, Mara helps oversee our client programs in the Philippines. She ensures the quality of our customer care is always exceeding expectations, while also collaborating with client-partners, strengthening relationships, and developing her teams.

    Mara joined us in 2017 as a Senior Operations Manager and helped to pioneer one of our largest leadership development campaigns. Prior to joining 24-7 Intouch, Mara held several positions in the contact center industry. She also attended St. Scholastica's College with a B.S. in Psychology and a B.A. in Guidance & Counseling, focused on Behavioral Sciences.

    Mara Faye Ilumin

    SVP, Operations PH
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    Marc Lloyd

    As SVP, Global Human Resources, Marc is directly responsible for all aspects of our Global Human Resources team, including total compensation, development of people strategy, talent acquisition strategy, occupational health and wellness, disability management and organizational diversity.

    Marc has led our Human Resources Department since 2009. Before his career with us, Marc held key roles in Marketing and Human Resource Management within Healthcare, Government Shared Services and Contact Center industries. Marc brings over 15 years of experience in developing Human Resource solutions and innovative programming.

    Marc studied at the University of Manitoba, holding a B.A. in Labor Relations and his CHRP designation through the Canadian Council of Human Resources Association.

    Marc Lloyd

    SVP, Global Human Resources
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    Mary Flynn

    As SVP, Program Strategy, Mary is responsible for overseeing key executive-level relationships with our partners and assisting the global operations leadership with its overall program strategy to drive performance excellence across the business. With 25 years of operational experience in Europe, Mary brings a strong client perspective to the team and has a keen understanding of how thriving and high performing partnerships drive great performance. She holds a BA in Applied Languages and an MBA from Dublin City University. In March 2021, she completed a year-long executive leadership program at Stanford University Graduate Business School. An Irish native, Mary is based in Amsterdam.

    Mary Flynn

    SVP, Program Strategy
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    Megan Berntt

    As General Counsel, Megan is responsible for all legal, regulatory, compliance and risk management affairs at 24-7 Intouch.

    Before joining us, Megan acted as Associate General Counsel at StandardAero for eight years, after returning home in 2010 from Vancouver, where she practised corporate/commercial law at a predominant law firm. Megan holds her Bachelor of Laws (LLB) from the University of Windsor and was called to the Bar in 2003.

    Megan Berntt

    GENERAL COUNSEL
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    Mike Dikkema

    Mike Dikkema

    SVP, Global IT
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    Morgan Stewart

    As SVP, Demand Generation, Morgan leads the Demand Generation team in developing market insights, identifying new prospects in emerging markets, and strengthening our approach to growth and new business acquisition. . She also is an advocate for our company culture, innovation and transparency in new business acquisitions.

    Morgan joined us in 2011 and has held various positions within marketing, customer experience and sales operations. Her capabilities in CRM administration and development, as well as digital marketing and sales, has made her an asset to our leadership team. Morgan holds a Bachelor of Commerce (Honors) in Marketing and International Business from University of Manitoba, along with a diploma in Business Administration from Red River College.

    Morgan Stewart

    SVP, Demand Generation
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    Richard Day

    As SVP, Operations PH, Rich provides support and leadership to our programs in the Philippines to ensure the execution of client vision and exceptional customer experiences. He works directly with Operations to identify value-add services and execute on industry best practices.

    Prior to joining 24-7 Intouch, Rich served 13 years in the retail industry for Walmart where he oversaw Store Operations within the Denver region. He was responsible for Employee and Customer Satisfaction, Profit and Loss Management, and Inventory Control over 5 stores. Rich has been the poster child for our Pathfinder program and served in 8 different positions for 24-7 Intouch.

    Richard Day

    SVP, Operations PH
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    Shawn Legris

    As SVP, Global Digital Solutions, Shawn is responsible for ensuring the successful operation and evolution of both our global Recruiting and Workforce departments.

    Shawn's experience is rooted in software and process development. Over the last 20 years, he has held a variety of Senior management roles building Sales, Operations and Product departments. He brings a successful track record of solving problems of efficiency and scale using a common sense approach and mix of people, processes and technology.

    Shawn Legris

    SVP, Global Digital Solutions
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    Sudha Ravella

    As SVP, Global IT Services & Software, Sudha is responsible for enterprise level initiatives in IT infrastructure and software applications. With more than 25 years of experience in managing teams across North America, Europe and Asia, Sudha’s expertise lies in developing, deploying and managing software solutions and systems for a range of industries. He has served in operational and business strategy positions for companies in technology services, life sciences, health care, and consulting. Sudha holds a Master of Science degree from the California Institute of Technology.

    Sudha Ravella

    SVP, Global IT Services & Software
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    Terry Martens

    As SVP, Global Financial Planning & Analysis, Terry leads a team responsible for assessing and managing financial performance across 24-7 Intouch. His team works with all other departments to forecast and analyze financial results,. collaborating mostly with Operations in driving successful client partnerships.

    Terry joined us in 2013 with 5 years combined public and private accounting experience. He is a Chartered Accountant and holds a Bachelor of Commerce (Honors) degree in Accounting and Finance from the University of Manitoba.

    Terry Martens

    SVP, Global Financial Planning & Analysis
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    TIM KISIL

    As SVP, Client Services LATAM, Tim is responsible for supporting strategic partnerships in Latin America, including the implementation and transformation of Voice of the Agent information into actionable customer insights. He has worked with valued business partners to incorporate technology, and enhance product and service offerings in a number of verticals.

    Prior to joining us, Tim held a management role with one of Canada’s leading integrated freight and parcels solution providers, successfully delivering customer experience solutions to both B2B and B2C companies. He holds a Bachelor’s degree from the University of Winnipeg.

    TIM KISIL

    SVP, Client Services LATAM
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    TRACEY PALMER

    As SVP, Operations NORAM, Tracey is responsible for a global team of Quality, Training, Staffing, Analytics, and Product Specialist professionals. Her team plays an integral role in identifying and providing solutions to performance and growth objectives, ensuring programs deliver nothing short of exceptional results.

    Prior to joining 24-7 Intouch, Tracey spent 20 years leading customer service and sales operations in the Business Process Outsourcing space. She has a proven track record of building high-performance teams and highly successful, proactive partnerships with customers. Relying on her deep insights into consumer behaviors and performance analytics, she enjoys helping businesses connect the dots between consumer experience, satisfaction, retention, and profitability.

    TRACEY PALMER

    SVP, Operations NORAM
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    Ainsley Ferguson

    As VP, Sales, Ainsley is responsible for developing and managing new strategic partnerships and revenue growth for the company. Ainsley works closely with potential partners to understand current and future objectives, collaborating with 24-7 Intouch Executive and Operational leaders to create and deliver innovative, experience-driven solutions tailored to those specific goals. As part of her role, Ainsley assists in driving the initial vision around integration of key milestones on the customer experience roadmap, facilitating cross functional groups from concept to delivery and beyond.

    Ainsley joined us in 2012 and has held various roles within the Sales organization, contributing to the overall directional strategy of the team. Ainsley attended both the University of Manitoba and the University of Winnipeg and holds a Bachelor of Business Administration (Hons).

    Ainsley Ferguson

    VP, Sales
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    Alex Rhoades

    As VP, Workforce, Alex is responsible for overseeing the delivery of strategies, systems, and reporting related to staffing. His previous experience in our Operations Support and Operations Excellence groups helps to facilitate alignment with our client-partners and Operations on business needs. Prior to joining 24-7 Intouch, Alex worked in various BPOs and Qwest Communications vendor management roles giving him a well rounded perspective of both vendors and clients.

    Alex Rhoades

    VP, Workforce
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    Allana Schmidt

    As VP, Organizational Management, Allana works closely with many departments at 24-7 Intouch while driving key areas of organizational structure, design, effectiveness, and cross-functional project support, globally. She is an executive leader, builder, and collaborator with over 10 years of experience managing business, building culture and strategies, designing processes, and developing teams alongside senior leaders. Allana is known for being a valuable integrator, advising/mentoring leaders, and empowering teams to reach new levels of success in ways that allow companies and their people to scale. Allana has a diverse background in senior level strategic planning, business development, organizational behavior, operations, psychology, and marketing over the last 15 years. She has worked with agencies, large international brands, not-for-profits, and healthcare facilities to drive innovation, value, engagement, and growth.

    Allana Schmidt

    VP of Organizational Management
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    Amabelle Ramos

    As VP, Shared Support Services, Amabelle coordinates with various global support departments including Recruitment, Payroll, Software Development, Employee Experience, Facilities and HR. She also wears the hat of Manila Campus Director, overseeing client-partner visits, program related initiatives and the overall health of our Manila campuses. Amabelle has 15 years of BPO experience in Operations, with 4 of those years handling shared services. She is also a Communications graduate from Assumption College.

    Amabelle Ramos

    VP, Shared Support Services - Philippines
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    Andrew Buchel

    As Vice President, Business Process Management, Andrew oversees the Project Management Office and Reporting Services Department. He manages the work on a variety of internal strategic projects, client-facing change requests, and the long-term development of the company's corporate reporting infrastructure.

    Andrew has been with 24-7 Intouch for three years, following more than a decade in applied research and evaluation. He is a graduate of the University of Manitoba, most recently in 2011 with his Ph.D in Economics.

    Andrew Buchel

    VP, Business Process Management
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    Andrew Reynolds

    Andrew has over 20 years of experience within the contact center industry, specifically in leading organizational strategy and execution. Andrew’s overall operational experience includes call center operations management, strategic planning, P&L management and scaling business units.

    Andrew’s career began as a voice agent which gave him the opportunity to experience the full employee lifecycle which has positioned him as a well rounded contact center leader. Through Andrew’s BPO tenure, he has moved from leadership positions on the production floor into senior roles throughout Operations, Client Relations, and Sales and Marketing.

    Andrew Reynolds

    VP, OPERATIONS
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    Arun Kumar Guggilam

    As VP, Global IT - Services & Software, Arun is responsible for IT Services & Software applications at our company. Prior to this role, he was responsible for managing IT Infra in multiple locations including Honduras, Las Vegas, and India.

    Arun has more than 25 years of experience in deploying large scale software applications and managing IT Infrastructure.

    Arun Kumar Guggilam

    VP, Global IT - Services & Software
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    Bevona Bynum

    As Vice President of Human Resources for North America, Bevona supports a workforce of more than 6,000 employees through a dedicated team of HR professionals focused on providing strong employee relationships and operational partnerships in aspects that include employee engagement, employee relations, culture, health and wellness, and new hire experience.

    Bevona has been a strong business partner for over 20 years in various service industries, leading Human Resource departments focused on bridging employees and organizational goals.

    Bevona holds a Master’s degree in Leadership from Royal Roads University, and is an avid participant in non-profit organizations that include CPHR Manitoba, Helping Hands, and various support programs for children with disabilities. Bevona also enjoys the summer outdoors and spending time with her family, especially her two sons.

    Bevona Bynum

    VP, Human Resources, North America
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    Brandon Flynn

    As VP of Operations, Brandon delivers support to Operations teams in North America, Central America and the Philippines who service multichannel, multilingual needs for our client-partners. He works directly with campus leadership to meet key objectives for our partners through service delivery, insights, leadership development and strategic planning. Before joining the 24-7 Intouch team, Brandon previously spent 9 years leading customer experience teams in both tourism and a Top Fortune 100 company in their contact center operations.

    Brandon Flynn

    VP, Operations
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    Chuck Andrus

    As VP of Implementations Experience at 24-7 Intouch, Chuck is responsible for the successful implementation of programs at each of our campuses in North America, Central America and the Philippines.

    His responsibilities include managing launch strategy, project development, successful execution and initial partner satisfaction. Previously, Chuck has worked with various BPO organizations in both partner and service provider capacities.

    Chuck Andrus

    VP, Implementations Experience
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    Claire Nimmagadda

    As VP of Operations, Claire provides support and leadership to our operations teams to deliver client partnership strategies and ensure successful execution. Claire works directly with clients and our team to identify value-driven opportunities as a partnership grows, and execute industry best-practices. Prior to joining 24-7 Intouch, Claire has led operations teams for over 15-years; specializing in quality, customer experience, and digital transformations. Claire holds a Bachelor of Arts (Honours) along with COPC Implementation and Lean Six Sigma certifications.

    Claire Nimmagadda

    VP, Operations
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    Dina Castaneda

    As VP of Operations, Dina supports our Operations Teams in Central America and the Philippines for multichannel, multilingual programs. She executes on business strategies and ensures consistent operational excellence, always striving to make a positive impact for our employees and client-partners. Dina joined 24-7 Intouch with 12 years of previous experience working in the customer care industry.

    Dina Castaneda

    VP, Operations
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    Jaime Dzikowski

    As VP, Brand & Communications, Jaime is responsible for leading 24-7 Intouch’s brand and communications strategy to drive global and regional growth and enhance market positioning. She also leads our customer marketing and has extensive experience developing key relationships with clients and corporate partners.

    Jaime has held marketing management positions in a number of different industries, including global professional services, hospitality, tourism, and supply chain. She holds a Bachelor of Arts Advanced degree in Psychology from the University of Manitoba.

    Jaime Dzikowski

    VP, Brand & Communications
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    Jason Black

    As VP of Information Security, Jason is responsible for leading the 24-7 Intouch Information Security Operations Center. He provides security guidance and standards to all business units to ensure client solutions and data are appropriately secured. Additionally, he oversees IT and information security compliance and audit initiatives. Jason has over 15 years of professional experience in the information security field; from PCI assessment work, to leading a managed security services provider, to overseeing security architecture. Jason holds several security certifications including the Certified Information Systems Security Professional (CISSP).

    Jason Black

    VP, Information Security
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    Jaswinder Roopra

    As VP of Corporate Compliance and Risk Management, Jas leads a team responsible for providing oversight and adherence to our Corporate policies, regulatory and legislative compliance in all of our geographies, and our risk management practices. Jas has over 10-years of senior leadership experience in internal and external audit positions. She is a Chartered Professional Accountant and holds a Bachelor of Commerce degree from the University of Calgary.

    Jaswinder Roopra

    VP, Corporate Compliance and Risk Management
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    Jocelyn Preston

    As VP, People Development, Jocelyn is responsible for our global learning & development, organizational development and overall compensation and benefit strategies. Her responsibilities include managing career development, education, performance management, succession planning, bench strength, change management and developing robust and relevant total rewards packages. Previously, Jocelyn has worked as a Director of HR for a Canada's Top 100 Employer and Best Managed Company. She obtained her CPHR and SHRM-SCP designations in 2019 and has even flown airplanes commercially!

    Jocelyn Preston

    VP, People Development
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    Jon Feldman

    As VP of Customer Experience, Jon thrives on working side by side with his e-Commerce and Retail client partners to be intimately involved in executing on their client service experience. Jon guides the strategic vision of his retail and e-commerce partners in multi-channel service models. Jon’s ability to understand the fundamental service and operational needs of his e-Commerce and Retail client partners is a result of having owned and managed a retail store network , wholesale distribution, and e-commerce businesses. Jon also has experience in supply chain management and logistics, and real estate property development. Jon holds a B.SC from McGill University - Behavioral Neuroscience and Cognition

    Jon Feldman

    VP, CUSTOMER EXPERIENCE
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    Kim McMiller

    As VP of Operations, Kim provides leadership to our contact center operations, ensuring exceptional consumer care experiences. She provides strategic thought leadership to our partners, identifying value-add services, efficiencies and industry best practices. She partners with internal teams to support client objectives and build a high performing team.

    Kim has an extensive background with the Consumer Packaged Goods industry, having worked with Kraft Foods for over 25 years. She maintained global responsibility for operations, including back-office activity, contact center outsourcing partners, fulfillment, training, telecom and front-end system solutions. She is also an active member of SOCAP, serving in multiple capacities including Chairman of the Board. Kim has a BA degree in Journalism with an emphasis in Public Relations.

    Kim McMiller

    VP, Operations
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    Leslie Loofbourow

    As Vice President of Sales, Leslie is focused on strategic partnerships and revenue growth for the company. Leslie works closely with potential partners to understand current and future objectives, collaborating with 24-7 Intouch Executive and Operational leaders to create solutions tailored to those specific goals. As part of her role, Leslie assists in driving the initial vision around integration of key milestones on the customer experience roadmap, facilitating cross functional groups from concept to delivery. Since joining 24-7 Intouch in 2011, she has held various roles within the Sales organization, contributing to the overall directional strategy of the team. Leslie graduated from Jacksonville University in Jacksonville, Florida, and holds a Bachelor of Fine Arts with a minor in Art History.

    Leslie Loofbourow

    VP, Sales
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    Manfred Alvarez

    As Country Manager (Honduras), Manfred is responsible for overseeing our contact center operations within our Tegucigalpa campus. He is responsible for all aspects of delivery, performance, experiences and best practices for our Honduras operations. Manfred has over 20 years of experience in management and startups in the BPO, E-commerce, and Online Gaming space with a focus on Operations and Customer Relation Management.

    Manfred Alvarez

    VP, Country Manager (Honduras)
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    Parker Ignotz

    As VP,Sales, Parker works with customer experience leaders to create bespoke outsourced customer service, technical support, and back office solutions. Over his career, he has helped startups, unicorns, and F500 companies deliver world-class customer experiences and has expertise in gaming, gaming media, entertainment, mobile first, CE/IoT, DTC and blockchain CX.

    Parker joined 24-7 Intouch in 2021, and has a passion for helping high-growth companies to deliver the quality CX their customers deserve and by eliminating operational barriers to growth. He holds a Bachelor of Business Administration from Georgia Southern University.

    Parker Ignotz

    VP, Sales
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    Ramie R. Rosima Jr.

    As VP, People in the Philippines, Ramie oversees human resources and recruitment functions for the region. Together with his team, he strives to create positive candidate and employee experience through seamless execution of HR programs. He brings over 15-years of experience in labor relations, stakeholder management, performance management, and policy development.

    Ramie R. Rosima Jr.

    VP, People (PH)
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    Russell Parsons

    As VP of North American Campus Operations, Russ provides leadership and direction to our Operations Teams, ensuring exceptional customer care experiences. He provides strategic thought leadership to our partners, identifying ways to execute on their program visions. Working directly with internal and external partners, he also identifies value-added services and industry best practices. Russ has over 25 years of experience as an Operations & Performance Improvement Executive, leading diverse services related to call centers, loan fulfillment and card operations for financial institutions. Prior to his role as VP of Operations, Russ was the first Campus Director hired within 24-7 Intouch.

    Russell Parsons

    VP, North American Campus Operations
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    Saji Sukumar

    As VP of Operations, Saji is responsible for service delivery and client relationships within our Hyderabad campus. He is instrumental in new business migration and setup, strategies to improve processes and performance, and creating metrics to sustain performance levels. Saji has over 20 years of experience in Operations in the telecom, consumer products, and BPO industries.

    Saji Sukumar

    VP, Operations
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    Shadley Davidson

    As VP of Workforce, Shadley is responsible for overseeing the delivery of strategies, systems and reporting related to staffing. His previous experience in our Customer Experience group helps to facilitate alignment with our client-partners and Operations on business needs.
    Prior to joining 24-7 Intouch, Shadley worked in various Software Development, Business Analysis and Sales roles, with a degree in Computer Engineering.

    Shadley Davidson

    VP, Workforce Management
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    Shayne Farrell

    As VP, Operations, Shayne oversees multiple clients and provides leadership to our contact center operations, ensuring industry-leading consumer care experiences. Prior to joining 24-7 Intouch, Shayne held many leadership roles in multiple industries, including the contact center industry, such as Global Vice President, VP of Operations, and COO. Shayne’s commitment and passion for execution are key to his team’s success.

    Shayne has a Master of Business Administration degree from Webster University. In his free time, he enjoys church activities, hanging out with his family, BYU and 49ers football, powerlifting, movies, hunting, and fishing.

    Shayne lives in Phoenix, Arizona with his wife of 25 years. He has three children — plus a son and daughter in-law — Jordan, Kennedy, and Drew.

    Shayne Farrell

    VP, Operations
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    Silvia De Bonatti

    Silvia joined us as VP of Corporate Services in Guatemala in September 2013 with the acquisition of Innovative Contact Solutions (ICS), previously acting as the Chief Financial Officer since May 2006. Silvia is responsible for all financial and administrative functions of the campus, including accounting, financial planning and budgeting.

    Silvia has experience in telecommunications, administration and marketing, including 6 years working at Telgua, a business leader in Guatemala’s telecommunications industry in Guatemala. She holds a Bachelor’s degree in Business Administration from Francisco Marroquin University in Guatemala.

    Silvia De Bonatti

    VP, Corporate Services
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    Sudarshan Ankem

    As VP of Quality & Analytics, Sudarshan leads our third party quality solution , TotalAssure, and our special analytics and insights team. He has over three decades of IT Industry experience working for both government and private companies. Sudarshan's experience includes managing Industry-Institute relations, speech analytics, development of quality management systems, and has led multiple organizations to become ISO certified. He is certified in Six Sigma, An ISO 9001 Quality Management trainer and IRCA certified Information Security Lead Auditor. Sudarshan has Masters Degree in Business Administration and a M.S. in Quality Management from BITS, Pilani and the India Institute of Quality Management.

    Sudarshan Ankem

    VP, Quality & Analytics
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    Alexia Orfanoudaki

    As Country Manager (Greece), Alexia is responsible for overseeing our contact center operations within our Athens campus. She is responsible for all aspects of delivery, performance, experiences and best practices for our Greece operations.

    Alexia has experience in the deployment of domestic and international Business Strategy & Business Development in contact center outsourcing. She has a long track record of customer acquisition and long term partnerships with the largest companies in Greece from the Banking, Technology, Travel, Telecoms, Pharmaceuticals, Utilities and Retail sectors. Alexia obtained a Bachelor of Science in Commerce from Santa Clara University in California. She also won the “Manager of the Year in Customer Service” award from the Hellenic Institute of Customer Service in 2010.

    Alexia Orfanoudaki

    Country Manager (Greece)
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    Marcela Ramirez

    As Country Manager (Colombia), Marcela is responsible for overseeing our contact center operations within our Bogota campus. She is responsible for all aspects of delivery, performance, experiences and best practices for our Colombia operations.

    Marcela has more than 16 years of experience in both the commercial and operations sectors of the Business Process Outsourcing sector, serving both Latin American markets as well as campaigns in Spain. She has experience working with numerous global brands within the Financial, Telecommunications, Insurance and Travel industries. She also obtained her Business Administration Degree from CESA in 2002.

    Marcela Ramirez

    Country Manager (Colombia)
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    Shirley Ann Rhoden

    As Country Manager (Jamaica), Shirley is responsible for 24-7 Intouch's contact center operations in Jamaica. Shirley oversees all aspects of delivery, performance, experiences, and best practices for our campuses on the island.

    Shirley has been working and managing in the BPO Industry for over 10 years. She has experience in client management, leadership development, operations management, quality assurance, and culture-building.

    Shirley is from Montego Bay, where our campuses are located, and still lives there with her family.

    Shirley Ann Rhoden

    COUNTRY MANAGER (JAM)