In this role, Mr. Barot uses his vast experience as an entrepreneur to establish the strategic direction of the company and prioritize business imperatives. Mr. Barot’s “out of the box” thinking has led Etech to developing proven processes in the areas of quality assurance, application development, Integrated Customer Engagement (ICE) and offshore expansion.
Mr. Barot is also the Founder of Creative Choice Group, headquartered in Palm Beach Gardens, Florida having primary interests in real estate investment, development, and management.
Mr. 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.” Also, under Mr. Barot’s leadership, the U.S. Chamber of Commerce chose Etech as a Finalist for the 2004 Corporate Stewardship Small Business of the Year.
Mr. 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.
Matt Rocco is the President/CEO for Etech Global Services.
Matt is a 34-year veteran of the call center / BPO industry. 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 34 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 been featured in articles in various periodicals including:
Contact Center World
Contact Center Pipeline
Enterprise Services Outlook
Call Center Magazine
Call Center Times
The Wall Street Journal
He has also co-authored three books with his business partner 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 3,000 employees that provides world-class solutions to Fortune 500 companies from its locations in the US, India, and Jamaica. Matt has been President and CEO of Etech since 2013.
Under Matt’s leadership, Etech has received numerous industry and community awards including:
Silver Stevie Award for People – Focused CEO of the Year – Stevie Awards
Professional Association of Customer Engagement (PACE) – Technovation Award
PACE – Corporate Citizen Award (4 times)
GESIA – Best Call Center / BPO Award in Eastern India
Top 50 Minority Owned Businesses – Diversity.com
US Chamber of Commerce – Corporate Citizenship Award
Nacogdoches Chamber of Commerce – Large Business of the Year
Inaugural Community Outreach Award of Nacogdoches/Angelina counties.
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 the board with the following organizations:
Nacogdoches County Chamber of Commerce
United Way of Nacogdoches County
Nacogdoches Dragon Athletic Booster Club
WRS Development, LLC
License Plates of Texas, LLC.
Pineywoods Youth Football Association
Glory Gang Ministry, a Christian service organization that is dedicated to assisting and teaching disadvantaged youth.
Allentown Catholic Youth Organization (CYO) Board Member and Chairman
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 contracted a high mortality disease known as ARDS. He fell into a coma for over a month. 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 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, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, Etech Technology Solutions (ETS), and Etech Social Media Solutions.
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 services for customers needing quick solutions for their daily customer experience needs. Jim has an exceptional understanding of customers’ products, requirements, and processes, and complete analysis to provide the right kind of solution. 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, Chat, Operations, Training and Developing Leaders, Relationship Management, E-Commerce Strategy and Reporting, Quality Monitoring, AI, IT & Outsourcing and Social Media Strategies.
Jim is an eminent speaker and has conducted various workshops sharing his experiences with effective quality monitoring techniques and insights. The real-time examples shared during these workshops have benefited many industry leaders. 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 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.
During her tenure Kaylene has held several key positions including Director of Operations, AVP Global Operations, Vice President of Global Operations, and since February 2017, has served as Chief Operations Officer.
As Chief Operations Officer, Kaylene is responsible for ensuring Etech understands, meets, and exceeds customer expectations through building Trusted Advisor relationships and investing in and developing her team.
Under Kaylene’s leadership Etech has continued to raise the bar and deliver on shareholder and customer commitments. Kaylene is passionate about servant leadership and living Etech’s vision of making a remarkable difference for each other, our customers and within our communities. Kaylene believes a servant leader’s greatest priority is to add value to others; selecting, equipping, developing and supporting individuals and teams to reach their full potential.
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 proud 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, and Nacogdoches Chamber.
Ronnie Mize is the Chief Security Officer of Information Technology for Etech Global Services.
Ronnie has been in the technology sector for over 25 years and has held technology leadership roles with Microtech America, The Berry Company (a subsidiary of Bellsouth) and Etech.
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.
Ronnie Mize joined Etech in 1999 as a Computer Telephony Engineer and has served as Technology Manager, Director of Program Implementation and Business Development, and Technology Director. Since 2010, Ronnie has served as the VP of Information Technology with divisions in the U.S., India, and Jamaica. Ronnie attended school at Angelina College in Lufkin, Texas and Stephen F. Austin State University in Nacogdoches, Texas.
In addition to his responsibilities at Etech, Ronnie also serves on the Information Systems Audit and Control Association, The Electronics Advisory Committee 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. In his spare time, Ronnie serves his community as an officer for the Angelina County Sherriff’s Department where he is a Sergeant for the Reserve Division.
Veronica Chimney is Senior Vice President of Human Resources and a 20-year veteran of the contact center/BPO industry.
She leads a global HR team in reinforcing a strong company culture. She is responsible for global Labor relations, employee engagement, leadership development programs, benefits, diversity and inclusion, corporate social responsibility, and human resource strategies that support the achievement of Etech’s business goals and objectives. She holds a degree in speech communication and criminal justice, master of science degree in human resource management, and a current doctoral student in the Leadership and Innovation program.
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/committees: With a goal to make a remarkable difference within the community, Veronica has served or currently serving on the following boards: Chamber of Commerce, Stephen F. Austin/East Texas P-16 Council, Solid Foundation, United Way, and Head Start.
David Carrizales is Senior Vice President over Etech’s On-Shore and Nearshore Operations.
David Carrizales, SVP Operational Excellence has responsibility for all Onshore/Nearshore Training and Development, as well as Onshore Contact Centers located in Lufkin, Palm Beach, Houston (client site), and San Antonio contact centers, and our Nearshore Center located in Montego Bay, Jamaica. David and his Ops teams have the accountability for both Etech and client performance results on all accounts within each of these centers, and spearhead communication and coordination of 2022 key customer ramps and building Trusted Advisor relationships, coordinating with all departments and sites to ensure success. In addition to this, David focuses 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 23 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 on the board 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.
Patrick joined Etech in 2000 and has held a variety of Leadership positions.
In 2005 he helped lead the training of the first outbound and inbound team members in the Gandhinagar, India facility. Built on the success of this original team, Etech has been able to grow the outbound, inbound and web chat sales teams in India from 30 initial team members to its current team of approximately 600+ team members. Today his responsibilities include leading Etech’s chat operations in the 4 Texas and the 2 India locations.
Patrick is a 2002 graduate of Stephen F. Austin State University and holds a Bachelor of Business Degree in Office Systems.
Shawndra has served in various roles to include OSS Reporting Specialist, Project Lead, Account Leader, Sr. Director Customer Experiences, Asst. Vice President and much more. Shawndra is Vice President Customer Experiences. In her role as Vice President, Shawndra will continue to develop and lead the Etech Insights division, as well as continue developing relationships and support of all Etech’s teams. Shawndra also continues to 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.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Support organizational growth by providing strategic client direction, building new relationships and maintaining existing client relationships, as well as ensuring that client projects are implemented according to schedule.
Shawndra holds a B.S. in Biology from Stephen F. Austin State University. She also has Project Management experience applying PMI philosophy. In her spare time, she is a volunteer for the Garrison High School Booster Club and a volunteer and certified foster animal parent for the Nacogdoches Humane Society.
In his existing role as Vice President, Guru is responsible for all departments in India (Ops, HR, EI, ETS, IT, and Accounting). 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.
Gurudatt 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; Gurudatt then became the Director of operations for entire India operations, later excelling as General Manager for Etech India.
From 1998 to 2003, Gurudatt 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, Gurudatt 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.
Gurudatt holds a Master’s degree in Software Science from Birla Institute of Technology and Science (BITS Pilani) University, India.
Ashwini Kumar assumed the role of Assistant Vice President for Far Shore Operations in Sept 2016 with the responsibility for Etech India (Vadodara and Gandhinagar) and Jamaica (Montego Bay) center’s.
His directive is to continue 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 the 200 seats along with the successful deployment of processes and expansion of Etech India centers at Gandhinagar and Vadodara. He works closely with our near-shore and onshore centers sharing best practices towards key operational strategy optimization initiatives.
A MBA in Operations Management; Certified Six Sigma in Green belt from Government of India (PPDCA Agra) and Certified Business Analyst from MaGE; Ashwini work history is rich with more than 18 years of diversified experience in the BPM/KPM industry. He carries an immense expertise of the 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 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 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 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 17 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 ChoudharyAVP - Enterprise Technology and Security
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 17 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 20 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.
With over 20 years of leadership experience Melissa spearheads all learning and development business-building programs for Etech.
A multi-national outsourcing organization with over 2,800 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 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 in 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 has a pulse on 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.