Etech’s Leadership Team

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 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.

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.

Ashwini Kumar

AVP Training and Recruitment

Ashwini Kumar is Assistant Vice President for Training and Recruitment for Etech India (Vadodara and Gandhinagar) centers.

His directive is to continuously enhance the alignment between our clients and market needs to Etech’s capabilities from a people, process, and performance perspective driving One Etech culture.

Ashwini is instrumental in launching Etech 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 optimization 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; 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 MaGE; Currently pursuing PGPMAX (Global Senior Executive MBA) from ISB, Hyderabad, Ashwini work history is rich with more than 18 years of diversified experience in the BPM/KPM/ITES industry. He has immense expertise in telecom, retail and consumer products, education, RIM, SCM, satellite services, big data analytics, logistics, travel, utilities/energy, and BFSI verticals. He also has an experience in the new business, transition, migration, analytics, and MIS domains of the BPM/KPM 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 BPM/KPM/ITES 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) etc. He has successfully completed several community-oriented events and projects for the local government and social organizations.

Amit Kachhawa

AVP Corporate Strategy

Amit is the Assistant 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.

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.

Our Servant Leaders

Serving Those They Lead

The Founders

DILIP BAROT

MATT ROCCO

Executive Team

JIM IYOOB

KAYLENE ECKELS

RONNIE MIZE

VERONICA CHIMNEY

GURUDATT MEDTIA

Senior Team

DAVID CARRIZALES

PATRICK REYNOLDS

SHAWNDRA TOBIAS

ASHWINI KUMAR

AMIT KACHHAWA

VISHAL CHOUDHARY

MELISSA WOOD

THE FOUNDERS

DILIP BAROT

MATT ROCCO

EXECUTIVE TEAM

JIM IYOOB

KAYLENE ECKELS

RONNIE MIZE

VERONICA CHIMNEY

GURUDATT MEDTIA

SENIOR TEAM

DAVID CARRIZALES

PATRICK REYNOLDS

ASHWINI KUMAR

AMIT KACHHAWA

VISHAL CHOUDHARY

MELISSA WOOD

SHAWNDRA TOBIAS

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Copyright © Etech Global Services. All Rights Reserved

Dilip Barot

Founder and Chairman

MATT ROCCO

President & CEO

Jim Iyoob

Chief Customer Officer

Kaylene Eckels

Chief Operating Officer

Ronnie Mize

Chief Security Officer

Dr. Veronica Chimney

Chief Human Resources Officer

Gurudatt Medtia

VP Operations

David Carrizales

SVP – Talent Acquisition & Training Excellence

Patrick Reynolds

Vice President - Products & Process

Shawndra Tobias

VP Customer Experience

Ashwini Kumar

AVP Training and Recruitment

Amit Kachhawa

AVP Corporate Strategy

Vishal Choudhary

AVP - Enterprise Technology and Security

Melissa Wood

Dean of Global Leadership Development

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