As co-founder and Executive Chairman, I’m proud of our collective vision – to revolutionize the way customers experience brands - and the passion with which our Team approaches achieving this goal, every day. Positive differentiation through customer experience is central to almost every organization’s strategy. And we’re excited to partner with executives who are serious about bringing this strategy to fruition and delivering for their customers in a big way.
I’ve dedicated over 30 years of my career working alongside executives at multinational corporations in various capacities to deliver and improve customer experience. My passion for this industry has led me around the world, having previously served on the global leadership team at Sprint Diversified Brands Group, as the President of Excell Global Services, a 7,000-person organization with a footprint in the US, Canada, Europe, and Asia, and alongside tremendous minds on the Boards of multinational corporations.
One of the highlights of my career, however, was receiving the Entrepreneur of the Year award in Arizona, as we were – and believe, still are – the company with the fastest growing revenue in its first year of operations. It’s with this same entrepreneurial spirit and enthusiasm that I’m privileged to chair Zacoustic, and look forward to further revolutionizing the customer experience industry alongside our valued clients, partners, and employees.
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.
Sr. Software Engineer
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.
As Logistics Manager, I coordinate logistic activity around employment affairs, travel, business development and marketing. My duties also include managing logistics for client events and engagement.
Since joining Zacoustic in 2017, my priority is to improve our logistics so that our team can focus on innovation and technology.
Prior to Zacoustic, I worked in the high-end real estate industry of Southern California. My day to day consisted of planning escrow procedures and communicating with teams of professionals to close sales. A real estate background has allowed me to take many of my people and planning skills and transfer it to Zacoustic and our clients.
I'm thrilled to be a part of an organization that is on the forefront of CX technology and I look forward to working with you!
As an Associate Consultant, I’m excited to be at the forefront of our clients’ success in building their brands through customer experience (CX).
Since starting in December 2017, I’ve implemented Zacoustic’s big data and analytics platform to drive strategic execution for many of our client’s distinguished brands. I’ve also led Zacoustic training and analyzed CX data to deliver client insights that boost revenue and root out costs.
Prior to Zacoustic, I received my Bachelor’s degree in International Relations and Business from the University of Texas. Upon graduation, I worked as an analyst at a leading cardiac SaaS company where I provided analysis of CT data to medical professionals and recommended cost-effective solutions to HR executives.
As organizations place more attention and commit resources to distinguishing their brands and gain competitive advantage through CX, they’re exploring new and innovative CX strategies and technology. With Zacoustic technology and a great team by my side, I look forward to partnering with you to effect positive change and achieve amazing results.
As an Associate Consultant, I help drive strategic client execution and deliver insights from our data and analytics platform. I manage multiple client relationships and lead executive and operations meetings, focus sessions, and stakeholder interviews.
The most prominent organizations have realized that improving customer experience (CX) is essential to survive the rapidly changing environment we live in. Since joining Zacoustic in January 2018, I've already seen incredible value driven by our product. I am proud to be working with a team that is on the forefront of innovation and is constantly striving to provide the best value for our clients.
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. I've helped organizations harness the power of big data in order to achieve optimal CX. With Zacoustic, I'm honored to help organizations make data-driven decisions that transform the way they look at customer experience.