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!


  • ×

    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
  • ×

    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.
  • ×

    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
  • ×

    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 Kozlowich

    President & CFO
  • ×

    Sri Myneni

    As Executive Advisor, Sri advises our board and leadership teams in developing and executing our growth, operations, and organizational strategy. Sri is a recognized leader and serial entrepreneur with more than 27 years of senior leadership experience working with global corporations. In 2001, Sri co-founded Knoah Solutions, an award-winning and internationally recognized global BPO. Pursuing his love for product innovation, he co-founded KnoahSoft in 2007 and organically grew it to be a key player in the WFM industry serving 250+ global clients; the company was later acquired by Avaya. Prior to co-founding Knoah, Knoahsoft, and joining 24-7 Intouch, Sri held leadership positions at eGain, Motorola, and TekNow Inc. where he was responsible for business development and growth. Sri holds an MBA from Thunderbird School of Global Management, an MSCS from ASU, and a BSCS from Nagarjuna University.

    Sri Myneni

    Executive Advisor
  • ×

    Bob Cavanaugh

    As our EVP, Head of Digital Strategy & Technology, Bob is responsible for the development, performance, growth, and continuous improvement of our digital strategy, as well as technology functions across our organization. His role ensures our technical offerings are aligned with and supporting the company's growth targets.

    Prior to this role, Bob has held several leadership roles at 24-7 Intouch, most recently, heading up global shared services and campus operations.

    Bob Cavanaugh

    EVP, Head of Digital Strategy & Technology
  • ×

    Brent Stevenson

    As our EVP, Head of Global Operations, Brent’s focus is ensuring the 20,000+ agents we employ are supported in every way possible. He believes wholeheartedly agents are the most important aspect of our company as they serve the most important function — customer service.

    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 brings to his role vast knowledge and experience in data, analytics, and client relations.

    Brent holds a Commerce Degree from the University of Manitoba. He has two daughters and a wife he has been married to for 18 years at home. Brent loves golf, and he’s pretty good at it too.

    He is a cancer survivor and has worked with the CancerCare organization for many years by speaking with and supporting patients going through treatment.

    Brent Stevenson

    EVP, Head of Global Operations
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    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.
  • ×

    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
  • ×

    Teri Miller

    As EVP, Head of Global Operations Experience, Teri holds overall responsibility for ensuring our core missions and values are lived through the organization. She is key in ensuring we continue to drive our role as a customer experience leader in the industry and deliver operational and performance excellence.

    Teri has devoted her career to the service delivery experience, assisting companies in shaping their Customer Experience strategy, leading Operational Excellence transformation and Operations. Her competitive spirit and passion drives the focus to introduce innovative ways to transcend the employee, client, and customer experiences.

    With 27 years of professional experience, Teri has dedicated 21 years to the business process outsourcing industry, leading award-winning teams in a variety of industry verticals. Teri currently serves as a Customer Experience Advisory Committee member for Colorado University- Boulder.

    Teri Miller

    EVP, Head of Global Operations Experience
  • ×

    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
  • ×

    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
  • ×

    Angela Simpson

    As SVP of Finance, Angela helps lead the financial performance, compliance and strategic growth of our company by overseeing our global accounting, FP&A and procurement teams. Angela partners with the executive team 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. She has been in her current role since 2017. 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

    SVP, Finance & Corporate Development
  • ×

    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
  • ×

    Cinthia Vidal

    As SVP, Global Operations Experience, Cinthia oversees responsibility for ensuring our core values and missions are lived through the organization.

    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
  • ×

    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
  • ×

    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
  • ×

    Jennifer Sookram

    As SVP, Global Operations - F4 , Jenn provides leadership support to our contact center operations teams. 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’s more than 20 years career includes 17 years 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 clients she collaborates with.

    Jennifer Sookram

    SVP, Global Operations - F4
  • ×

    Katina Aycinena

    Katina joined 24-7 Intouch as Global SVP, 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

    Global SVP, Head of LATAM
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    Mike Dikkema

    Mike Dikkema

    SVP, Global IT
  • ×

    Ralph Barletta

    Ralph Barletta has more than 24 years of experience in the knowledge management and eCRM industries, helping Fortune 1000 companies successfully deploy these key technologies in their large call centers. Prior to co-founding Knoah, which became part of 24-7 Intouch in 2020, he was product evangelist for eGain's Knowledge Products. Prior to eGain, Ralph spent five years with Inference Corp., serving in a variety of roles, including as the President of the k-Commerce Support Division responsible for their worldwide knowledge management product line. He spent the previous 10 years in research, development, and consulting in the case-based reasoning, knowledge management and artificial intelligence fields. Ralph is a frequent speaker and panel member. He holds a BA in Business Administration and an MS in Computer Science, both from Rutgers University.

    Ralph Barletta

    Executive Advisor
  • ×

    Shawn Legris

    As SVP of Global Digital Solutions, Shawn is responsible for ensuring the successful evolution and implementation of our global digital strategy.

    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
  • ×

    Subir Chakravarty

    Subir is a transformational business leader with over 25 years of cross functional executive leadership experience in service delivery, client relationship management, transformation, technology innovation, P&L, and people leadership with a passion for scaling teams, expanding global footprint, and equipping workforce with capabilities to deliver a superior performance level.

    Subir Chakravarty

    Global SVP, Head of India
  • ×

    Sudha Ravella

    As SVP, Global IT Services & Software, Sudha is responsible for Knoah’s 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
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    Andrew Buchel

    As Vice President, Business Integrations, Andrew coordinates the company's post-acquisition integration as well as other large scale interdepartmental corporate initiatives. Previous to his current role, Andrew spent years in front of the company's Project Management Office (PMO) and Reporting Services Team. Andrew joined 24-7 Intouch in 2016, following more than a decade of applied policy research and program evaluation. He is a graduate of the University of Manitoba, most recently in 2011 with his Ph.D in Economics.

    Andrew Buchel

    VP, Business Integrations
  • ×

    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
  • ×

    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
  • ×

    Brendan Barnett

    As a VP of Operations, Brendan provides support, guidance and development to our Operations Teams across the US, Latin America and Asia. 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 enjoyed 10 years in the hospitality industry supporting travellers, vacation planners and resort operations. Brendan earned his Bachelors of Science in Business Administration from the University of Florida.

    Brendan Barnett

    VP, Operations
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    Jeffrey Mendoza

    As VP of Operations, Jeff provides support and leadership to our Operations Teams within several of our Manila-based programs. He ensures the execution of exceptional customer experiences and our client-partner visions. Jeff has over 15 years of continuous improvement and performance maximization experience for top brands within the eCommerce, Tech, Telecommunications and Finance industries.

    Jeffrey Mendoza

    VP, Operations
  • ×

    Jill Parsonage

    As VP 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

    VP, Finance
  • ×

    Jocelyn Preston

    As VP, Talent Management, 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, Talent Management
  • ×

    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
  • ×

    Ken Layug

    As a VP of Operations, Ken helps run our Operations in the Philippines, focusing on share-economy and retail programs. He was our first employee at our Manila campus in 2016 as Director of Operations. Ken has over 14 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

    VP, Operations
  • ×

    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
  • ×

    Kory Hancock

    As VP of Operations, Kory delivers leadership and oversight to ensure operational excellence and outstanding multi-channel, multilingual service at sites across North America and Asia.

    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

    VP, Operations
  • ×

    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
  • ×

    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)
  • ×

    Mara Faye Ilumin

    As VP of Operations, Mara helps oversee our campuses in Manila. 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 Senior Operations Manager and helped to pioneer one of our largest leadership development campaigns. Prior to joining 24-7 Intouch, Mara embraced several positions in the contact center industry for 13 years. 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

    VP, Operations
  • ×

    Morgan Stewart

    As VP, Growth, Morgan is responsible for our internal and external branding, product development, lead generation and employee communications. 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

    VP, Growth
  • ×

    Narendra Kumar

    As VP of Human Resources in India, Narendra leads our corporate processes and practices for talent acquisition, engagement, development, and knowledge management. He has over 25 years of experience in building HR strategies, and training policies and practices. Narendra has experience working with startups and large multinational companies, and has worked in multicultural environments and geographically distributed workforces. Narendra holds a Bachelor's Degree in Commerce from Osmania University, and a Master Diploma in Business Administration from Symbiosis Institute of Management.

    Narendra Kumar

    VP, Human Resources India
  • ×

    Pritesh Adams

    Pritesh manages service delivery and our global Center of Excellence. He is a Six Sigma Master Black Belt with over 20 years of experience in Operations Management, Quality, and Process Improvements in the IT & ITES sector. Pritesh has worked with organizations all over the world in telecom, travel & hospitality, finance, and health care industries. Pritesh holds an MBA and multiple certifications in Quality, and is a Certified Assessor of Standards such as ISO 9001, ISO 27001, the TBEM (Malcom Baldridge National Quality Award) Framework, COPC, and Advanced Statistics for Problem Solving.

    Pritesh Adams

    VP, Center of Excellence
  • ×

    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)
  • ×

    Richard Day

    As VP of Operations, Rich provides support and leadership to our contact center operations to ensure 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

    VP, OPERATIONS
  • ×

    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
  • ×

    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
  • ×

    Shadley Davidson

    As VP, Global Digital Solutions, Shadley is responsible for overseeing the delivery of strategies and solutions using technology and automation to increase company productivity and efficiency. His previous experience in WFM and Customer Experience helps to maintain a close connection to business impacts and opportunities.

    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, Global Digital Solutions
  • ×

    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
  • ×

    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
  • ×

    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
  • ×

    Terry Nichols

    As VP of Operations, Terry suports the execution of business strategies and service delivery for multiple client programs. With over 24 years of experience, he has worked in a variety of roles including being an entrepreneur. He has experience in upscaling organizations and building agent-centric processes for achieving customer success. Terry has worked for several key BPO organizations, and brings vital transformation capabilities to 24-7 Intouch.

    Terry Nichols

    VP, Operations
  • ×

    TIM KISIL

    As VP of Customer Experience, Tim is responsible for supporting strategic partnerships, including 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

    VP, Customer Experience
  • ×

    TRACEY PALMER

    As Vice President of Operations Support, Tracey is responsible for a global team comprised of Quality, Training, Staffing, Analytics and Product Specialists. Her team plays an integral role in identifying and providing solutions to performance and growth objectives, ensuring the program delivers 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 for 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

    VP, OPERATIONS SUPPORT
  • ×

    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)
  • ×

    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)
  • ×

    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)