LEADERSHIP Servant Leaders

People Who Started on the Phones.
People Who Stayed.

The average tenure on Etech's executive team exceeds 15 years. Most started in operations. The CEO has 43 years in the BPO industry. The COO started as a call center agent. Servant leadership is not a value statement here. It is the management methodology.

THE FOUNDERS

Where It Started.

Dilip Barot

Dilip Barot

Founder and Chairman

Dilip Barot founded Etech in 2003 when he led the acquisition of a closing BellSouth call center in Nacogdoches, Texas, preserving 400 jobs. A serial entrepreneur headquartered in Palm Beach Gardens, Florida, his portfolio spans real estate development, technology infrastructure, and hospitality, including Amrit Ocean Resort and Residences on Singer Island and the InfoCity mixed-use development in India. At Etech, Barot established the strategic direction and the servant leadership culture that has defined the company for over two decades. His work has been featured in Forbes ("Imported Entrepreneurs") and Reader's Digest ("Keepers of the Dream").

2003
Founded Etech
22+
Years of growth
10x
Revenue growth
Matt Rocco

Matt Rocco

Chief Executive Officer

Matt Rocco brings 43 years of BPO industry experience to his role as CEO, including leadership tenures at Dun & Bradstreet and BellSouth before joining Etech over two decades ago. Under his leadership, Etech has grown from a single-site Texas operation to a global organization with 7 centers, 4,000+ team members, and a proprietary AI platform. A Cornell-certified executive leader and Dickinson College alumnus, Rocco has co-authored four books on leadership and CX innovation with Jim Iyoob. In 2016, he overcame a life-threatening illness, an experience that deepened his commitment to leading with gratitude and purpose.

43
Years in BPO
4
Books authored
4,000+
Team built

EXECUTIVE TEAM

The People Running the Operation.

Combined 200+ years of contact center and BPO experience. Average executive tenure at Etech exceeds 15 years.

Jim Iyoob

Jim Iyoob

President, ETSLabs / Chief Revenue Officer

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35+ years in contact centers. Built QEval from an internal tool into an award-winning AI platform. Co-authored five books on CX and AI. His test for any technology: does it work on the operations floor, not just in the demo.

Kaylene Eckels

Kaylene Eckels

President and COO

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Started her career as a call center agent. 25 years of contact center operations experience. Scaled Etech to 4,000+ team members while maintaining client satisfaction metrics that most BPOs cite as aspirational. Focused on building future leaders and a servant leadership culture that works at global scale.

Ronnie Mize

Ronnie Mize

Chief Technology and Security Officer

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Joined Etech in 1999. Architected the zero-trust security framework across all 7 locations. 22 years of zero compliance breaches under his watch. Former law enforcement officer who brings a security-first mindset to everything from perimeter defense to data governance. Holds CompTIA, CTI, CECP, and ISO Controls Auditor certifications.

Veronica Chimney

Veronica Chimney

Chief Human Resources Officer

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22-year veteran of the contact center and BPO industry. Doctorate in Leadership Development and Innovation from St. Thomas University. Leads global HR strategy including labor relations, leadership development, diversity, and community engagement. Inducted into the Kappa Gamma Pi graduate National Honor Society. Also holds a first-degree black belt in Shotokan Karate.

Shawndra Tobias

Shawndra Tobias

Chief Data Strategy Officer

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Joined Etech in 2000 as a sales agent. Rose through reporting, account leadership, and operations to lead enterprise data strategy, the Etech Insights team, and Program Implementation. Certified in Data Science from Johns Hopkins, 3-Star IBM Data Expert, and Wharton Business Analyst certified. 25+ years of contact center experience.

Gurudatt Medtia

Gurudatt Medtia

Executive Vice President

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Joined Etech in 2003 and launched the first offshore center in Gandhinagar, India, when it was a pilot with a handful of employees. Led the India expansion from startup to multi-site delivery. Relocated to the US in 2015 to oversee Program Implementation, IT, and Talent Acquisition. Master's from BITS Pilani. Now poised to lead global operations.

Melissa Wood

Melissa Wood

Dean of Global Leadership Development

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27+ years of leadership development experience. Certified Master Executive Life Coach and John Maxwell Team Facilitator. Built Etech's leadership development pipeline from frontline to executive level. Three international certifications including Lean Six Sigma. Contributor to "Hey Leader, Wake Up and Hear the Feedback."

SENIOR LEADERSHIP

Operational Leaders Across Every Function and Region.

Senior leadership present at every site. Operations, technology, HR, training, strategy, and country management.

Patrick Reynolds

Patrick Reynolds

SVP, Business Development and Client Solutions

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25+ years of BPO experience. Started as a telephone representative in 2000, rose through operations and account leadership. Launched and scaled Etech India from 30 to 600+ team members.

Amit Kachhawa

Amit Kachhawa

SVP, Corporate Strategy & Enterprise Execution

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Leads digital marketing, product development, business development, and workforce analytics. Has delivered 25%+ cost reduction and 30% productivity gains for Fortune 500 clients through strategic outsourcing assessments.

Chris Basile

Chris Basile

VP, Operations Transformation

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20+ years of contact center leadership. Led large-scale programs for AT&T, Verizon, Google AdWords, HP, and IBM. Leads AI-powered human-in-the-loop integration and performance management across US centers.

Ryan Brummond

Ryan Brummond

VP, CX and Contact Center Solutions

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24 years of enterprise sales and CX leadership. Previously held senior roles at Foundever, Transcom, IntouchCX, and Qualfon. Expertise in consultative selling, RFP strategy, and AI-enabled CX solutions.

Vishal Choudhary

Vishal Choudhary

AVP, Enterprise Technology and Security

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Joined Etech in 2004 as a network administrator. Runs all IT services globally and executes the security roadmap. 22+ years of industry experience across Microsoft, Linux, Cisco, and Fortinet platforms.

Benjamin Johnson

Benjamin Johnson

AVP, Operational Excellence

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24 years in contact center operations. Leads staffing strategy, instructional design, and global scorecard initiatives. Oversees Nacogdoches center operations.

Michael Almazan

Michael Almazan

AVP, Global Training and Transformation

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Leads Etech's global training organization, onshore recruiting, and community brand partnerships. Builds scalable learning programs that convert QEval performance data into field-ready playbooks.

Nancy Pratt

Nancy Pratt

AVP, Human Resources

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19 years in HR, 9 years in education. PHR and SHRM-CP certified. Leads HR teams across all US and Jamaica centers.

Manu Dwievedi

Manu Dwievedi

VP, Product Strategy and Innovation

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Leads strategic initiatives in conversational AI, speech analytics, and contact center performance management. Integrates AI capabilities across CRM, telephony, chatbots, and quality assurance for Fortune 500 clients.

Jenny Benoy

Jenny Benoy

AVP, HR (India)

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18+ years of HR expertise. Post-graduate from IIM Raipur. Certified Life Coach and NLP Practitioner. Named among Top HR Professionals in Gujarat by World HR Congress and CHRO Asia.

Garland Hawk

Garland Hawk

AVP, Information Technology

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25+ years of IT and telecom experience. Oversees enterprise infrastructure across all global operations. Background in LAN/WAN architecture, carrier relations, and voice/data infrastructure.

Rajendra Dabhi

Rajendra Dabhi

AVP, Operations

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20+ years in IT and BPO. Previously led operations at Dell and Hewlett Packard. Focuses on operational high performance, leadership development, and client relationship management.

Yanique Troupe

Yanique Troupe

Country Manager, Jamaica

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20+ years of BPO leadership. Oversees Etech's Jamaica operations. Expertise in P&L management, digital transformation, and building leadership pipelines in emerging markets.

BUILT FROM WITHIN

Nearly Half the Leadership Team Started on the Operations Floor.

Call center agents, chat agents, sales reps, network admins. They moved into leadership because they developed the people around them. That is the only promotion criterion that matters at Etech.

~50%
of leadership promoted internally
15+
avg years of executive tenure
Kaylene Eckels

Kaylene Eckels

19 years
Call Center Agent (2006) President and COO
Shawndra Tobias

Shawndra Tobias

26 years
Sales Agent (2000) Chief Data Strategy Officer
Gurudatt Medtia

Gurudatt Medtia

23 years
Assistant Team Leader (2003) Executive Vice President
Amit Kachhawa

Amit Kachhawa

20 years
Chat Agent (2006) VP, Corporate Strategy
Vishal Choudhary

Vishal Choudhary

22 years
Network Administrator (2004) AVP, Enterprise Technology
Keyur Dave

Keyur Dave

20 years
Tele Sales Rep (2006) Director of Operations

LEADERSHIP DEVELOPMENT AND EDUCATION

A Pipeline That Builds Leaders at Every Level.

Etech's LD&E function is a global program run by Melissa Wood, Dean of Global Leadership Development, with 27+ years of experience in building leadership pipelines from frontline to executive level. Four structured programs ensure that the leadership bench is always deep.

Melissa Wood

Melissa Wood

Dean of Global Leadership Development

Certified Master Executive Life Coach and John Maxwell Team Facilitator. Three international certifications including Lean Six Sigma. Contributor to "Hey Leader, Wake Up and Hear the Feedback."

Aspiring Leaders Program

Quarterly, 8 weeks, 2-hour sessions

Identified future leadership candidates participate in a structured 8-week program focused on Etech's leadership principles, operational decision-making, and people development. Cohorts are selected based on performance and potential, not seniority.

New Leader Assimilation

40 hours over 5 full days

A structured 40-hour onboarding for newly promoted leaders combining Etech-specific processes, systems training, coaching methodology, and leadership modules. Covers the transition from individual contributor to people leader.

Ongoing Leadership Development

24-hour core training + monthly sessions

A 24-hour Coaching Tactics certification followed by monthly leadership refreshers. Keeps leaders sharp on feedback, recognition, conflict resolution, and performance coaching techniques as the organization grows.

On Demand Training

Specialized, team-based

Targeted training modules designed for specific teams or challenges. Developed in partnership with operations leadership to address performance gaps identified through QEval data and frontline observations.

HOW WE LEAD

Servant Leadership is not a Value Statement. It is the Operating Model.

Every leader on this page was promoted because they developed the people around them. The management methodology is simple: serve the people who serve the customer. The result is measurable: under 5% monthly attrition, 6.3-year average tenure, and a 95% client retention rate.

"In this industry, your people are your product. If you do not invest in them, you are delivering a diminishing asset to every client, every day."

Matt Rocco, CEO

Work With the Team. Talk to Us About Your Program.

Every conversation starts with the leadership team that runs the operation. No sales layer. No handoff.

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