Etech’s Servant Leaders

Serving Those They Lead

The Founders

DILIP BAROT

Founder and Chairman

MATT ROCCO

President & CEO

Executive Team

JIM IYOOB

Chief Customer Officer

KAYLENE ECKELS

Chief Operating Officer

RONNIE MIZE

Chief Technology and Security Officer

VERONICA CHIMNEY

Chief HR Officer

GURUDATT MEDTIA - Vice President

GURUDATT MEDTIA

Vice President

Senior Team

PATRICK REYNOLDS

VP – Client Success

SHAWNDRA TOBIAS

SVP – Operational Excellence

ASHWINI KUMAR

Etech’s AVP, Operations Performance Improvement

AMIT KACHHAWA - AVP Corporate Strategy

AMIT KACHHAWA

VP – Corporate Strategy

VISHAL CHOUDHARY

AVP - Enterprise Technology and Security

MELISSA WOOD

Dean of Global Leadership Development

BENJAMIN JOHNSON

AVP – Operations

NANCY PRATT

AVP - HR

JENNY BENOY

AVP - HR (Farshore)

THE FOUNDERS

DILIP BAROT - Founder and Chairman

DILIP BAROT

Founder and Chairman

MATT ROCCO - President & CEO

MATT ROCCO

President & CEO

EXECUTIVE TEAM

JIM IYOOB

Chief Customer Officer

KAYLENE ECKELS - Chief Operating Officer

KAYLENE ECKELS

Chief Operating Officer

RONNIE MIZE - Chief Customer Officer

RONNIE MIZE

Chief Customer Officer

VERONICA CHIMNEY - Chief HR Officer

VERONICA CHIMNEY

Chief HR Officer

GURUDATT MEDTIA - Vice President

GURUDATT MEDTIA

Vice President

SENIOR TEAM

PATRICK REYNOLDS

VP - Products & Process

SHAWNDRA TOBIAS

VP Customer Experience

ASHWINI KUMAR - AVP Training and Recruitment

ASHWINI KUMAR

Etech’s AVP, Operations Performance Improvement

AMIT KACHHAWA - AVP Corporate Strategy

AMIT KACHHAWA

AVP Corporate Strategy

VISHAL CHOUDHARY - AVP - Enterprise Technology and Security

VISHAL CHOUDHARY

AVP - Enterprise Technology and Security

MELISSA WOOD - Dean of Global Leadership Development

MELISSA WOOD

Dean of Global Leadership
Development

BENJAMIN JOHNSON

AVP – Operations

NANCY PRATT

AVP - HR

JENNY BENOY

AVP - HR (Farshore)

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Dilip Barot

Founder and Chairman

DILIP BAROT - Founder and Chairman

Dilip Barot is the Founder and Chairman of Etech.

Mr. Barot is the Founder of Creative Choice Group, headquartered in Palm Beach Gardens, Florida. He has primary interests in real estate investment, development, and management. 

In 2003, Barot was the lead investor for a team that started Etech Global Services, a multinational outsourcing organization. From its humble beginnings in Nacogdoches, Texas Etech has grown to over 3,600 employees providing world-class solutions to Fortune 500 companies from 9 contact centers across US, India, and Jamaica. Mr. Barot used his vast experience as an entrepreneur to establish the strategic direction of the company and prioritize business imperatives. Barot has hands-on experience with the development, investment, and management of over 7,000 residences over the past 17 years. His success has been published in national and international publications such as Forbes magazine – “Imported Entrepreneurs” and Reader’s Digest – “Keepers of the Dream.”

Barot has hands-on experience with the development, investment, and management of over 7,000 residences over the past 17 years. His success has been published in national and international publications such as Forbes magazine – “Imported Entrepreneurs” and Reader’s Digest – “Keepers of the Dream.” 

Barot was also the founder of an ambitious infrastructure technology project known as “InfoCity.” InfoCity is a world-class “Mixed Use Development” located in India with 10 million square feet under development. 

 Most recently, he has led the development of Amrit Ocean Resort and Residences. Spanning over seven acres of the Atlantic shoreline on Palm Beach County, Florida’s picturesque Singer Island, Amrit Ocean Resort & Residences (Amrit) is a new paradigm of mindful living for those pursuing an unparalleled wellness lifestyle. Amrit has developed comprehensive programming that optimizes one’s personalized wellness of mind, body, and spirit. By offering expert education, instruction, and influence on positive lifestyle changes, Amrit offers a means to embark on a personalized journey towards greater physical and mental well-being.

MATT ROCCO

President & CEO

MATT ROCCO - President & CEO

Matt Rocco is the President/CEO for Etech Global Services.

Matt has been active in the BPO contact center industry for over 38 years. He has held key leadership positions within Dun & Bradstreet, The Berry Company (a subsidiary of Bell South), Etech, Inc. and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes.

Matt is committed to sharing his experiences and helping others. He has spoken at many industry events and has articles featured in various business periodicals. He has also co-authored three books with his business associate and life-long friend, Jim Iyoob.

In 2003 he was part of an investment team that started Etech Global Services, a multinational outsourcing organization. From its humble beginnings in Nacogdoches, Texas Etech has grown to over 3,500 employees providing world-class solutions to Fortune 500 companies from 9 contact centers across US, India, and Jamaica. Matt has been President and CEO of Etech since 2013.

Matt is an alumnus of Dickinson College in Carlisle, PA where he lettered in both basketball and baseball serving as captain of the basketball team his senior year. His fondest memories are advancing to the NCAA D2 tournament in two of his four years. Matt graduated from Dickinson with a BA in Economics. He has also completed the Master Certificate program in Executive Leadership from Cornell University.

In addition to his responsibility at Etech, Matt has served on numerous profit and non-profit boards. In May of 2010, Matt was elected by the citizens of Nacogdoches, TX to serve on the Nacogdoches Independent School District Board of Trustees. During his 3-year term, Matt served as president and vice-president for the Board of Trustees.

Matt is married to his college sweetheart, April. They have raised five children – Nick, Matthew, Jermaine, Jamaal, and Lexie.

In December of 2016, Matt was diagnosed with a high mortality disease known as ARDS. He fell into a coma almost 2 months. His family was called to the hospital to say their “good-byes.” Despite all the medical and scientific evidence predicting Matt’s death, God chose to perform a miracle. Matt survived and leads Etech today.

Jim Iyoob

Chief Customer Officer

Jim Iyoob is the Chief Customer Officer for Etech Global Services.

Jim is a 33-year veteran of the call center/BPO industry. His responsibilities for Etech include Strategy, Marketing, Business Development, Program Implementation, Operational Excellence, and SaaS Product Development across all of Etech’s existing lines of business – Etech Customer Engagement Solutions, Etech Insights, and Etech Technology Solutions (ETS).

He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery. Jim has an impeccable track record of innovation and advanced business intelligence. He has been instrumental in setting up solutions for brands looking to optimize and automate their daily customer experience needs. Having spent a major part of his career in contact center operations, Jim has an exceptional understanding of customers’ challenges, requirements, and processes. He takes a consultative approach to recommend the right solutions. This has helped him develop, implement, and retain some of the most successful, award-winning programs that deliver consistent ROI. The gained experience over the previous years has enabled him to be a subject matter expert for call center solutions, with specialties including Strategy, CX, Live Chat, Operations, Training and Developing Leaders, Relationship Management, E-Commerce Strategy and Reporting, Quality Monitoring, Speech Analytics, IT & Outsourcing.

Jim is an eminent speaker and has conducted various workshops sharing his experiences with effective quality monitoring techniques and insights. The real-life examples shared during these workshops have benefited many industry leaders in adopting the latest technology. Jim also serves as a panelist for several forums empowering people to understand and overcome contact center challenges. Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow.”

Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

In addition to his responsibilities at Etech, Jim enjoys spending his spare time cooking and coaching people on how to make Sushi, and volunteering for various charitable organizations including the Nacogdoches County Chamber of Commerce, the United Way of Nacogdoches County, the Boys and Girls Club of East Texas, and the Glory Gang Ministry, a Christian service organization that is dedicated to assisting and teaching disadvantaged youth.

Kaylene Eckels

Chief Operating Officer

Kaylene Eckels is Chief Operating Officer for Etech Global Services

Kaylene is a 25-year veteran of the contact center industry, beginning her career on the phones as a call center agent after college. Since that time Kaylene has accumulated experience in nearly every facet of the contact center including experience in launching, transitioning, and transforming training and operations with internal call centers, as a BPO client, and BPO provider.

As COO Kaylene leads organizational planning and delivery of Etech’s global contact center strategy. This includes hiring, agent training, equipping leaders, succession planning, employee engagement, rewards, recognition, performance delivery, performance reviews, and building trusted advisor-client relationships that exceed expectations, deliver innovative improvements, and support growth for all stakeholders including employees, clients, and Etech.

Under Kaylene’s leadership Etech has continued to diversify, innovate, and grow to deliver on shareholder and client commitments. Kaylene attributes this growth to the strong servant leadership culture established by President/CEO Matt Rocco and captured in Etech’s vision statement which is to make a remarkable difference for each other, our customers and within our communities, a shared purpose that unites Etech’s 3000+ team members.

Kaylene is passionate about servant leadership and improving the journey for employees, clients, customers, and the communities Etech operates in. “One of the greatest things we do as servant leaders are to help others see and realize their potential. Believe in them, equip them, encourage them, provide opportunity, and help them be accountable to never accept less than their best effort. Focus on the journey and making small consistent improvements each day. This is where growth happens and our Etech team shines.”

Kaylene is a veteran industry speaker, and shares her experiences through blogs, webinars, community organizations, leading industry events and has been recognized as Woman of the Year in Customer Service, an honor she credits to the Etech teams. Prior to joining Etech, Kaylene held numerous leadership positions at business information leader, Dun & Bradstreet. Kaylene graduated Cum Laude from Upper Iowa University, Fayette, IA with a Bachelor of Science degree in Marketing.

In addition to her responsibilities at Etech, Kaylene is humbled to serve as secretary on the advisory board of the Boys & Girls Club and supports her team’s involvement in many local charities and organizations including United Way, Habitat for Humanity, Solid Foundation, Nacogdoches Economic Development, and Nacogdoches Chamber.

Ronnie Mize

Chief Security Officer

Ronnie Mize is the Chief Information Security Officer and CTO for Etech Global Services.

As Chief Information Security Officer and CTO, Ronnie Mize leads Etech’s Security and Information Technology Divisions, whose core mission is to ensure Etech meets its security, compliance, privacy, and technology obligations to our customers, employees, and stakeholders. He is partnered with Executive Leadership, and division leaders to drive the company’s overall security posture across Etech’s many service offerings and safeguard the Etech Global Services Enterprise.

Ronnie is a proven leader in the cybersecurity industry with a vast knowledge of technology and security and a reputation for driving change while ushering in a security-first mindset. He continues to work with multiple organizations to assist them in achieving governance compliance and ensuring proper security control standards are in place. Since joining Etech in 1999, he has consistently educated and informed, assessed, and secured Etech, ensuring best practices and all mainstream governance standards are implemented, clearly understood, and consistently followed. Deploying a zero-trust architecture spanning all Etech locations, Ronnie is focused on data breach prevention, implementing threat analysis, and assessing risks to fortify perimeter security.

His entrepreneurial background includes extensive experience in technology development and deployment as well as implementation of business processes and defined methodology. He formed a network technology consulting firm in 1994 which he eventually spun off before becoming a member of the Etech team.

Early in Ronnie’s career, he worked in tandem serving his community as a law enforcement officer dedicating his efforts to the Reserve Division for 7 years. Achieving the rank of Lieutenant, Ronnie gained many insights into the world of Security and law.

Ronnie currently serves on the Information Systems Audit and Control Association, The Electronics Advisory and Technology Committees for Angelina College, The Call Center Experts Group, and the Information Technology Advisory Council. He has been recognized by numerous companies as a motivational leader and inspirational speaker. Ronnie also serves on the Government Affairs Committee and GDPR Task Force for the PACE Organization.

Ronnie attended Angelina College in Lufkin, Texas, and Stephen F. Austin State University in Nacogdoches, Texas, and holds many certifications in the field of Technology and Security including CompTIA, CTI Systems Engineer, CECP, and ISO Controls Auditor.

Dr. Veronica Chimney

Chief Human Resources Officer

Dr. Veronica Chimney is Chief Human Resources Officer and a 22-year veteran of the contact center/BPO industry

She leads a global HR team in reinforcing strong company culture. She is responsible for global labor relations, onboarding, employee engagement, leadership development programs, employee benefits, diversity and inclusion, corporate social responsibility, and human resource strategies that support the achievement of Etech’s business goals and objectives.

She has a bachelor of arts degree in speech communication and criminal justice from Stephen F. Austin State University, a master of science degree in human resource management from Amberton University, and earned a doctorate degree in Leadership Development and Innovation from St. Thomas University. She was recently inducted into the graduate National Honor Society Kappa Gamma Pi, where members are selected based on superior academic performance and commitment to serve in the community creating a leadership legacy.

Veronica is an active member of the national and local chapters of the Society of Human Resource Management. She has served or currently serving on the following boards with a goal to make a remarkable difference within the community: Chamber of Commerce, Stephen F. Austin East Texas P-16 Council, Solid Foundation, United Way, Head Start, Nacogdoches Economic Development Cooperation. She was recently recognized as a celebrant of Women of Influence for shaping, influencing, and demonstrating leadership within the communities. Veronica states, “I am fortunate to work alongside many great leaders that have made a difference not only to the organization but to the community by having a willing desire to share their gifts and go above and beyond to serve our great communities.”

Veronica (Dr. V) is a member of Sigma Gamma Rho Sorority Incorporated, a 1st Degree Blackbelt in Shotokan Karate, and a member of the United States Blackbelt Federation. She is married to Arlandus Chimney, and they have six children. She is a Dallas Cowboys fan.

Gurudatt Medtia

VP Operations

Gurudatt Medtia is Vice President.

In his existing role as Vice President, Guru is responsible for all departments in India. He ensures that all Etech India leaders are equipped and accountable to grow Etech’s Servant Leadership culture and create cohesive collaboration between all India departments and department heads resulting in timely delivery of very diversified and complicated solutions across all departments.

Guru joined Etech in 2003 when Etech established its first offshore India center in Gandhinagar, Gujarat. As the first operations leader, he along with his team were responsible for all the first pilot launches of Chat (web-based), Voice, Outbound, and Inbound campaigns from India. In 2005 Etech started its second offshore center in Vadodara, Gujarat; Guru then became the Director of Operations for entire India operations, later excelling as General Manager for Etech India.

In 2015, Guru moved to US where he was responsible for overseeing the Program Implementation, IT, and Talent Acquisition departments.

Prior to Etech, Guru worked in NJ, USA in a Software Consulting firm. He aided various software developers’ work on multiple projects in companies like Telcordia, AT&T, Verizon, Panasonic, etc.

Earlier in his career, Guru was an entrepreneur who founded a company dealing in Computer Hardware peripherals, software and networking solutions. Major Corporation’s technology design for their computing, storage, and networking products were provided by his firm.

Guru holds a Master’s degree in Software Science from Birla Institute of Technology and Science (BITS Pilani) University, India.

Patrick Reynolds

VP – Client Success

Patrick Reynolds is Vice President – Client Success

As Vice President of Client Success, Patrick is responsible for overseeing Etech’s growth with new and existing clients. With extensive knowledge at each level of the organization, he focuses on improving the adoption of Etech’s QEval in call center operations.  

Patrick has over 22 years of BPO and contact center experience. He began his career in Nacogdoches, TX in 2000 with Berry Direct as a telephone representative. Over that time, Patrick has held numerous leadership roles across the organization including Senior Agent, Sales Coach, Operations Leader, Account Leader, and Director of Operations. His extensive knowledge at each level of the organization uniquely qualifies him to lead a diverse and talented group of leaders across multiple shores. Patrick is considered an expert in the digital space and helped transform Etech’s digital capabilities in the BPO space. 

Patrick is a 2002 graduate of Stephen F. Austin State University in Nacogdoches, TX. He was a military brat, so he called a lot of places home over the years, however, Texas has adopted him since he has lived here for over 25 years! He enjoys spending time with his children Madison and Aiden and his dog Kobe. 

Shawndra Tobias

SVP – Operational Excellence

Shawndra Tobias is Etech’s SVP of Operational Excellence. 

Shawndra Tobias has been with Etech since 2000 and has served in various roles including sales agent, OSS Reporting Specialist, Account Leader, Project Manager, Sr. Director of Operations, Asst. Vice President of Customer Experience and Vice President of Customer Experience.  

In her new role, she will continue to develop and lead the Etech Insights team both externally and internally, Program Implementation divisions, and determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.  

Additionally, Shawndra, 

    • Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs along with software optimization. 
    • Support organizational growth through servant leadership and providing strategic direction, building new relationships as well as ensuring that projects are delivered according to schedule. 

Shawndra has over 25 years contact center experience, of which a third of that has been spent in reporting and analytics. She received her professional certification in Data Science from The Johns Hopkins University, and is a 3 Star IBM Recognized Data Expert, and as a Wharton School of Business Certified Business Analyst. She also has extensive Project Management experience applying PMI philosophy.  

She enjoys volunteering with Keep Lago Vista Beautiful, Wee Rescue, United Way and Nacogdoches Boys & Girls Club. Shawndra has been married to her husband Jason for 15 years, has 2 adult children, 3 spoiled dogs and spends her free time pursuing her best life. 

Ashwini Kumar

Etech’s AVP, Operations Performance Improvement

Ashwini Kumar is Etech’s AVP, Operations Performance Improvement.

His directive is to partner with leadership to focus on performance excellence and growth across Etech’s onshore and nearshore operations. Ashwini brings expertise in leading operations & process improvement initiatives which elevate performance results and equip people.

Ashwini is instrumental in launching Etech at Vadodara, Gujarat (India) service delivery center and expansion to 500 seats along with the successful deployment of processes and expansion of Etech India centers at Gandhinagar and Vadodara. He has streamlined and turnaround our center of excellence at Montego Bay, Jamaica. He works closely with our near-shore and onshore centers sharing best practices toward key operational and training strategy & operations excellence initiatives. He is currently working with our CEO and Chairman on various enterprise projects to grow business into new verticals.

An MBA in Operations Management and an Executive MBA (PGPMAX) from Indian School of Business Hyderabad (ranked amongst top 30 business schools globally); Certified Six Sigma in Green belt from Government of India (PPDCA Agra), Certified Six Sigma in Black Belt from KPMG, and Certified Business Analyst from Manipal Academy of Higher education, Ashwini work history is rich with more than 22 years of diversified domains in the BPO/KPO/IT services industry. He has immense expertise in telecom, retail and consumer products, education, RIM, SCM, satellite services, ecommerce, big data analytics, logistics, travel, utilities/energy, healthcare, technology and BFSI verticals. He also has an experience in the new business, transition, migration, analytics, and MIS domains of the BPO/KPO industry along with the setting up of centers of excellence (global service delivery) for the industry at Pune, Mumbai, Colombo in Sri Lanka and Gujarat in India.

Ashwini is involved within the community at various levels. He is an Executive Committee member of GESIA (www.gesia.org) at Gujarat state level and also coordinates the events and planning for the “HR and People Development” task force for GESIA (Gujarat Electronics and Software Industries Association) Vadodara chapter. He works with NGO’s working for the underprivileged youths and facilitates leadership and personality development training programs. He works with his local community aggressively to expand the horizons of the BPO/KPO/IT services industry in Gujarat so that local youth look at this industry as a “Career oriented long-term industry”. He is being an active member of several national level organizations like NASSCOM, Yi (CII) , ASSOCHAM and Business Outlook etc. He has successfully completed several community-oriented events and projects for the local government and social organizations.

Amit Kachhawa

VP – Corporate Strategy

Amit is the Vice President for Corporate Strategy. 

In this existing role, Amit is responsible for formulating and implementing strategic plans with focus on Digital Marketing including social media, Product Development, Business Development, Reporting and Workforce Management Analytics.  

Other areas of responsibility involve evaluating the impact of any changes in the macro-economic factors to maximize profitability opportunities, providing necessary performance measurement, develop and implement strategic & analytical tools and processes, and support organization decision making process by ensuring optimum resource utilization. 

Amit is passionate about helping business leaders adopt strategic outsourcing to make their business and workforces healthier and more productive. He has helped companies through customized company productivity assessment where outsourcing could dramatically impact results. 

He has helped several fortune 500 clients by providing them with business and market intelligence insights in form of strategies. Converting the challenges into opportunities and coming up with out of the box solutions to many of these clients, has resulted in over 25% cost reduction and 30% productivity. 
 
Amit is phenomenal with his insights for using Live Chat support for sales and customer service. He is responsible for developing key relationships with external clients to bring knowledge of market trends and companies to bear on strategic discussions & strategy development including identifying and prioritizing strategic gaps to improve customer experiences. 
 
 
At Etech India, he is one of the founding members. Overall experience of over 18+ years has been garnered at various levels at Etech starting his journey as an OCR crossing many milestones and today an esteemed member of Etech Global Management Team. Amit has always shown initiative to make Etech a better place to work and embraced servant culture leadership with multiple Character Commitment awards. He is a strong leader, communicator and a creative intellectual. 

Amit is married to darling wife Teena; they both have a beautiful daughter Charvi. 

Vishal Choudhary

AVP - Enterprise Technology and Security

Vishal Choudhary is Assistant Vice President of Enterprise Technology and Security for Etech Global Services.

Vishal is responsible for all Information Technology services for Etech’s centers globally and executes the strategic roadmap for Etech’s IT division. Vishal is also instrumental in maximizing Etech’s security posture.

Vishal joined Etech in 2004 as a Network Administrator. During his 18 years of service with Etech, Vishal has held a variety of roles. Vishal has been instrumental in setting up our offshore delivery centers and upgrading our technologies globally to meet industry standards.

Vishal is a strong believer in the practice of “get back to basics” as this has helped him navigate the unknown landscape that comes with Information Technology and Security. Vishal’s keys strengths are Patience, Analytical and Problem solving skills, Conflict Management, Strong technical skills, ability to work well under pressure, and attention to detail. Vishal brings overall 22+ years of industry experience and has worked on various technologies such as – CompTIA A+, N+, Security +, Microsoft, Linux, UNIX, Sun Solaris, Novell Netware, Cisco and Fortinet.

Prior to joining Etech, Vishal was in the teaching profession where he taught various technologies like Cisco, Microsoft, etc. to his students and got them certified. Vishal is still recognized as a Go-To person by the networking fraternity in Ahmedabad for anything related to Cisco.

Vishal holds a Master’s degree from Gujarat University.

Melissa Wood

Dean of Global Leadership Development

With over 27 years of leadership experience, Melissa spearheads all learning and development business-building programs for Etech.

A multi-national outsourcing organization with over 3,600 employees that provides world-class services to Fortune 500 companies from its locations in the US, Jamaica, and India. As an expert- advisor in talent-related strategies she has the strategic role in aligning an integrated Leadership Development strategy with the company’s mission and objectives through collaboration with key stakeholders.

Melissa is a Certified Master Executive Life Coach and Certified John Maxwell Team Facilitator.

Melissa leverages her deep functional expertise in both Operations and Human Resources to identify and drive the organization’s talent management efforts including high potential identification and succession planning, leadership development, coaching, mentoring, performance management, career, and development planning, all within a dynamic and changing environment. She partners closely with HR business partners, Operational line leaders, and senior management, including the executive team, to advance and improve individual, team, and organizational performance.

She is a contributor to the nationally recognized Walk the Talk published book “Hey Leader, Wake Up and Hear the Feedback”. Melissa holds two international certifications with the largest full-service training consulting firms in the world focused on, Leadership Development Solutions and holds her 3rd International certification in Lean Six Sigma. Melissa is no stranger to corporate America. Growing for over 10 years with Alliance Data S&P 500 and Fortune 500 Company with over 15 thousand employees. Melissa credits this organization for her foundational truths in leadership and is where her passion sparked for developing future leaders.

Outside of Etech, she is having 13+ years of experience with the next generation of Leaders. Teaching leadership and innovation is critical to our society and future. With tomorrow’s leaders, she says you simply cannot wander-You must know. Get your boots muddy! Lead and learn along beside them. Melissa has served for over 6 years as Youth Director communicating to today’s teens, college students, and their families.

Benjamin Johnson

AVP – Operations

Ben is the AVP Operations. In his role as AVP, Ben leads the Onshore/Nearshore Operations team. He mentors and develops Ops Sr. Leadership building upon Etech’s culture of coaching and ensures high standards and delivery of remarkable performance results. Ben also, leads resource planning & execution efforts and also leads special projects including tool and process enhancements, PDD/SOP updates, and Amrit PWSS.

In this previous role, Ben was responsible for leading operations and deliverables for the onshore centers. Ben supervised, coordinated, and evaluated the operations performance as well as partner with site Directors supporting their needs and their continued development. He was responsible for the daily operations as well as responsible for call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.

He is responsible to ensure that Nacogdoches and Rusk operations goals are consistently achieved while developing a strong trusted advisor relationship with the customers. Ben has over 24 years of experience in the call center industry. He started his career at Etech as an Operations Leader in the Nacogdoches location in 2010. Since then, he has held several positions with the company. Prior to Etech Ben spent over 13 years with Alliance Data S&P 500 and Fortune 500 Company with over 15,000 employees. Ben was born and raised in Mexico, he moved to the United States in 1998 to attend college. Away from Etech Ben stays busy as a range instructor for the Cherokee County Texas 4-H Friends & Alumni Association.

Nancy Pratt

AVP – HR

With 19 years in Human Resources and 9 years in the education field, Nancy brings a unique combination of experience to Etech. She is skilled in key areas of HR including employee relations, policy development, legal compliance, talent acquisition and onboarding, and employee development. Nancy has been a leader with Etech’s Human Resources team since 2012, beginning as an HR Generalist and advancing over the years to her current position of Assistant Vice President of Human Resources. Nancy’s nationally recognized professional HR certifications include both PHR and SHRM-CP. She has a Bachelor of Science in Family and Consumer Science with a Business minor from Texas State University.

As Assistant Vice President of Human Resources, Nancy leads the Human Resources teams for all centers in the United States and Jamaica. She partners with all departments, developing and implementing strategies which support organizational growth and promote Etech’s vision of making a remarkable difference. Under Nancy’s leadership, HR is active in employee relations and engagement, new hire onboarding, client launches, compliance audits, process improvement, corporate social responsibility, and more.

Nancy strives to lead by example and believes in the power of teamwork. During her tenure at Etech, she has been recognized several times by her colleagues with Etech’s Integrity Award. As a servant leader, Nancy works to create an environment which fosters employee development and growth, promotes critical thinking, and inspires employees to treat others with respect.

Jenny Benoy

AVP - HR (Farshore)

With over 18 years of HR expertise, she had the privilege of collaborating with diverse teams and industries ranging from Education, Software, Telecom, SAP and BPO. Her journey has been marked by her commitment to HR strategies, Talent Acquisition, Employee Retentions, Employee Engagements, Continuous Process Improvements, Community Development, Legal Compliances, Improving Employee satisfaction and fostering inclusive environments where people matter. She completed her graduation from Delhi University, Post Graduate in Executive Management from YWCA, Delhi, holds a Post Graduation Diploma in Human Resources Management from IIM, Raipur and is a certified Life Coach and Neurolinguistic Practitioner. Jenny is among the TOP HR PROFESSIONALS in the state of Gujarat recognized by World HR congress and CHRO Asia.

As an Assistant Vice President for Human Resources (Etech India), Jenny Benoy is passionate for cultivating vibrant workplace cultures and maximising human potential. An experienced HR professional dedicated to drive organisational success through its most valuable asset – its people. In her current role at Etech, she is accountable to lead the HR department for India centers. She believes in the power of servant leadership, where her focus is to cultivate culture of serving our people and empowering the team members enabling an environment where everyone can thrive.

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David Carrizales

SVP – Talent Acquisition & Training Excellence

David Carrizales is Senior Vice President – Talent Acquisition & Training Excellence.

David Carrizales, SVP of Talent Acquisition & Training Excellence has responsibility for our Onshore Contact Centers located in Nacogdoches, Lufkin, Palm Beach, Dallas, Houston (client site), Rusk, and San Antonio, and our Nearshore Center located in Montego Bay, Jamaica with a focus on:

  • Recruiting and retaining great team members and leaders
  • Ensuring robust initial and ongoing training and development that fuels great retention and performance results
  • Leading and coordinating initiatives to promote and enhance Etech’s brand in our communities
  • Implementation of tactical training for Ops and Training Leadership to better leverage and utilize tools like QEvalPro, GrupoNGN, Numinery, etc to support agent, leader, company, and client success.


In his previous role, David and his Ops teams had the accountability for both Etech and client performance results on all accounts within each of Etech’s centers, and spearhead communication and coordination of key customer ramps and building Trusted Advisor relationships, coordinating with all departments and sites to ensure success. In addition to this, David focused on contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating operations state-of-the-art technologies; defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

David has over 25 years of advertising, marketing, BPO and contact center experience which began in Nacogdoches in 2000 with Berry Direct. David started his career as a telephone sales representative. Since that time, David continued to progress through the ranks in various roles including Inside/Outside Sales, Training, Project Manager, Team Leader, Area Sales Manager, Operations Manager, General Manager, AVP with a career spanning over 5 states with Bellsouth, AT&T, and YP Holdings supporting large scale revenue in high-capacity centers. With extensive knowledge in multiple platforms including Print, Digital, SEM, SEO, Direct Mail, Mobile, Chat, Inbound/Outbound Sales, Customer Service, Record Retrieval, and DTS David has worked to increase clientele and revenue during his time back with Etech.

David is active in our local community and served on the Board of Directors for Nacogdoches Chamber of Commerce, is a 2015-2016 graduate of Leadership Nacogdoches, and is currently serving as Chair for the Boy’s and Girl’s Club of Angelina County, Angelina County College Board of Education, SPRC board for United Methodist Church of Lufkin, and is Chair for United Way of Nacogdoches, and acting chair for the allocations committee. He is a native Texan, a graduate from Texas State University, in San Marcos, Texas and enjoys spending time with his beautiful wife, Andie and their son, Dayne, and daughter, Alanna.

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