As co-founder and CEO of Zacoustic, I am thrilled to be part of a team that is attempting to make history in the contact center industry by creating what we hope becomes a tool as ubiquitous as workforce management or CRM technology.
I've had the good fortune to work in many capacities in the call center since starting as an agent in 1992. Watching our industry evolve from an esoteric back office function to the centerpiece of the Fortune 500, as companies spend billions to assure their customers a favorable experience, has been deeply rewarding. However, it's my belief that call center operators lack a single, reliable tool to guide improvements to the customer experience. Filling that gap has been my passion for the past 10 years.
Previous senior positions include serving as Chief Operating Officer for Ambergris Solutions, based in the Philippines. As the first executive hired, I helped secure our first clients and funding, and grew the organization from scratch to over 3,000 employees in just four years. We exited to TELUS International in 2006. Prior to Ambergris Solutions, I held senior positions at Cendant Corp., Harte-Hanks and First USA Bank. I am a graduate of Maine Central Institute and a decorated U.S. Army combat veteran.
We look forward to the opportunity to serve you!
As Zacoustic’s Chief Operating Officer, my passion is partnering with innovative global executives to revolutionize the experience of their most prized asset – their customers. With the rise of social media and a hyperconnected world, executives who invest in customer experience (CX) drive increased customer loyalty and better position their brands to capture and sustain market share.
Since joining Zacoustic in July 2016, I’ve had the privilege to work with global executives to implement our data and analytics platform and boost bottom line results. Our Team has stayed on the cutting-edge of CX innovation and delivered tailored solutions by optimizing product design and continually investing in research and development.
Previously, I served as Chief Strategy Officer of DayBlink Consulting, recognized nationally as one of the Seven Small Jewels by Consulting Magazine. A traditional management consulting background has enabled me to more easily lead integrations with our divers clients and deliver solutions to meet their CX goals.
As the customer experience space continues to evolve, I look forward to collaborating with our clients, partners, and employees to deliver the most innovative and effective CX solutions in the marketplace.
VP of Technology
As Senior Software Engineer, I work closely with our clients to ensure critical customer experience (CX) data and analytics needs are supported in a dynamic and intuitive way by Zacoustic, a beautifully architected product which adapts simply and readily to changing needs and an evolving CX landscape. My passion is coupling complex business requirements with elegant software to surface invaluable insights for our clients.
Since joining Zacoustic in early 2017, I’ve led streamlining and refreshing our core customer-agent calibration suite to more easily meet the objectives of strategic clients and partners. Our Team has quickly delivered customized integrations and solutions to enable our clients to boost their customer experience metrics and achieve business objectives.
With 17 years’ experience building data and analytics software, I’ve held key positions at startups and later-stage companies and driven tremendous client value through leading agile and geographically-dispersed development teams.
As customer experience software continues its evolution, I look forward to being at the forefront of its innovation and impact.