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!
Head of Operations
As Zacoustic’s Head of Operations, I’m passionate about partnering with innovative global executives to revolutionize the experience of their customers. In order to accomplish this, I ensure that our Team stays on the cutting-edge of customer experience (CX) innovation and delivers tailored solutions by optimizing product design and continuing to invest in research and development.
Since joining Zacoustic in 2018, I've seen incredible value driven by our product. Our data and analytics platform allows global executives to boost bottom line results while staying ahead of their customer’s rapidly changing expectations.
My past experience can be compared to the 'sample platter' you see on an appetizer menu. Working in multiple departments, industries, and countries has given me an interdisciplinary approach to problem solving. Previously to Zacoustic, I was a Strategic Engagement Lead for the world’s largest big data analytics company. This background has allowed me to help organizations harness the power of big data in order to achieve optimal CX.
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.
Head of Technology
As Zacoustic’s Head of Technology, 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 2018, 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 a Masters Degree in Information Technology and Software Engineering, coupled with 10 years’ experience leading agile and geographically-dispersed teams, I've been able to build reliable and highly scalable data and analytics software that has driven tremendous client value.
As customer experience software continues its evolution, I look forward to being at the forefront of its innovation and impact.