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Dilip Barot is the Founder and Chairman of Etech.
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:
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 it’s 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:
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:
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 know 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. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & 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 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. He has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jim has an exceptional understanding of the customers’ products, their requirements & 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.
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 responsibility at Etech, Jim likes to spend his spare time volunteering for various charitable organizations including the Nacogdoches County Chamber of Commerce, the United Way of Nacogdoches County, 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.
Specialties: Strategy, CX, Chat, Operations, Training and Developing Leaders, Relationship Management, E-Commerce Strategy and Reporting, Quality, AI, Social Media Strategies, (onshore/nearshore/offshore)
Kaylene joined Etech in December 2006. 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.
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.
Ronnie Mize is the Chief Security Officer of Information Technology for Etech Technical Services. Ronnie has been in the technology sector for 20 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 with an added responsibility for Etech’s Global Training and Development Department. His responsibilities include overseeing Etech’s 6 on-shore centers and our Nearshore, Montego Bay, Jamaica center with focus on contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; 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 21 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, VP 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 on the board for 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. 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 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.
Shawndra Tobias is Etech’s AVP of Customer Experience. She has been with Etech since 2000 and has served in various roles including OSS Reporting Specialist, Account Leader, Project Manager and Sr. Director of Operations. In her current role, she determines operational strategies by collection, cleaning and analysis of interaction data that assists clients in delivering an optimized customer experience and enhanced performance. Shawndra is directly responsible for creating frameworks for call center analytics, QA product development and iterative machine learning that establishes a strong data foundation for robust analytics to be performed. Additionally, she
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. She also has Project Management experience applying PMI philosophy. She enjoys volunteering with Health Alliance for Austin Musicians, Wee Rescue, AustinPRIDE, United Way and Nacogdoches Boys & Girls Club. Shawndra spends most of her spare time outdoors hiking, rock climbing, kayaking and running.
Gurudatt Medtia is Assistant Vice President of IT and Program Excellence for Etech Global Services. In his existing role as AVP, Guru is responsible for two niche department viz. IT and Program Excellence for all Etech centers.
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 Masters degree in Software Science from Birla Institute of Technology and Science (BITS Pilani) University, India.
Tim Owen has been with Etech since 2008 in various leadership positions in Finance and Compliance. In his current role, Tim ensures that payroll is processed in an accurate and timely manner for all US employees and that all regulations regarding teleservices are being met.
Tim holds a Bachelor of Science in Business Administration from Lubbock Christian University and an MBA from Texas A&M University. He has over 25 years experience in finance, financial systems support and process improvement (6 Sigma trained).
Away from Etech, Tim actively serves the Boy Scouts of America as an Assistant Scoutmaster of Troop 107 in Nacogdoches and enjoys time backpacking throughout the United States.
Ben is the Director of Operations for the Nacogdoches and Rusk centers. He is 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 17 years experience in the call center industry. He started his career at Etech as an Operations Leader in the Rusk 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
Before Joining Etech in 2009, Kevin served in a variety of leadership roles in both the public and private sector. He has over 30 years of IT experience from manufacturing to support and leadership. Kevin served proudly in the Air Force Reserves and retired after more than 22 years. Kevin is a graduate of West Texas A&M. He currently serves on the Advisory Board for the Boys & Girls Clubs of Deep East Texas – Lufkin. Kevin’s leadership practices center on leading by example with a Customer First attitude. Additionally, he focuses on providing his teams with the tools necessary to perform at their highest level both professionally and personally. When he’s not at work, he spends his spare time with family and friends, usually outdoors.
Nancy Pratt, PHR, SHRM-CP is an experienced HR professional with 12 years in Human Resources, Recruiting, and Training, as well as 9 years in Education.
As the Director of Human Resources for Etech, she is responsible for implementing HR strategies across all domestic centers, with an emphasis on employee relations. Whether it is through policy development, focus group design and analysis, on-boarding strategies, monthly community service projects, conflict resolution efforts, communication plans, or performance management, Nancy and her HR team partner to make a remarkable difference for employees, the surrounding communities, and the customers and clients which Etech serves.
Nancy believes in the power of leading by example. Among her goals is the desire to create a work environment which fosters development, promotes critical thinking, and inspires employees.
Prior to joining Etech in 2012, her work experience included recruiting and training management positions for a renowned jewelry manufacturing and service company, as well as educator positions with a public school district where she created and led a program to improve performance of at-risk junior high students.
Nancy holds a BS in Family and Consumer Science with a Business minor from Texas State University, where she graduate Magna Cum Laude. She has earned two professional HR certifications including the PHR through the Human Resource Certification Institute and the SHRM-CP through the Society for Human Resource Management.
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 tomorrows 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.
Holly joins Etech with over 20 years of experience in the contact center industry for major companies including Carlson Travel, Valor Telecommunications, Charter, AT&T, Convergys, DeVry, and most recently HBC. Holly’s experience with both sales and service, deep understanding of the contact center industry including compliance, quality management, ability to understand client needs and translate them into attainable performance goals, and her passion to develop her people and hold them accountable will be key assets in her new role leading our Dallas teams.
Jonathan comes to Etech with a wealth of knowledge including over 15 years of contact center experience. Jon started his BPO career in 1998 as a Bilingual Customer Service Representative. Since then Jon has worked in both the BPO world as well as on the client side for a major retail multimedia organization around the world. His experience is in Operations Management, Vendor Management, Global Sales and Account Management.
David Carrizales, Sr. VP of Operational Excellence, stated, “We are excited about brining Jonathan on and we are looking forward to his fresh ideas, his community involvement and his commitment to valuing people and his passion for raising expectation and delivering on results.”
Jon comes from a large family of Missionary kids, who grew up in Huejutla, Hidalgo Mexico. He’s been married for 7 years to his beautiful wife Jessica. Jon and Jessica have two adorable children. First born son, Liam is 5 and just started his first year of Kindergarten and Piper a lively 2-year-old sweetheart. Outside of work Jon loves to spend time with his two children and wife.
Michael joined Etech in October of 2008. He is responsible for Verizon Wireless Sales Chat in Lufkin, Nacogdoches, and Rusk centers. He managers the day to day operations in all 3 centers, along with developing a strong trusted advisor relationship with the client.
Michael has over 10 years of sales and customer service experience. He started his career at Etech as a sales coach on AT&T wireless which has led to various other positions over the years with the company. Michael has spent 2 years in our Etech India center helping to grow and develop the leadership team, client relationships, and new business in both centers. He has also enjoyed working in many other of the Etech sites which include Nacogdoches, Lufkin, Florida, and Rusk.
Michael is a native of Pennsylvania and a graduate from DeSales University. He has a degree in Criminal Justice and a minor in Psychology.
Matthew Cole has been with Etech since 2010 in various leadership positions in operations and training. He has over 15 years experience in sales, leadership and training & development roles. In his current role, Matthew’s responsibilities include developing and implementing training strategies and partnering with relevant stakeholders to ensure that adequate training is provided for Etech’s voice and chat clients.
Matthew maintains and continuously improves a global learning and training material platform to ensure the development of resources and processes. It is through this platform that Etech has created an efficient and effective on-boarding of Etech’s team members.
Matthew evaluates and develops new resources and innovative tools for efficient training delivery and assessment. He coordinates development of training and educational materials in close cooperation with subject matter experts. He exemplifies his passion for developing others through his servant leadership. He motivates his employees by engaging them in what is important to them and applying this to their careers. He is one of the vibrant, meticulous and detail oriented leader and has great ability to manage multiple assignments and ensure that they are all accomplished within timeline with resources at hand.
Rajendra Dabhi is an Assistant Director – Operations for Etech Gandhinagar India. Rajendra Joined Etech in Sept 2009. He is responsible to ensure that, Gandhinagar operations goals are consistently achieved while developing a strong trusted advisor relationship with the customers.
Starting from 2002, Rajendra has a good experience in IT, ITES and BPO industry. He began his career in Etech as a Project Leader and worked on developing a strong leadership team in operations while delivering consistent results before moving into the role of an Account leader and then to the current role. Prior to joining Etech, Rajendra has an experience of working with companies like Dell and Hewlett Packard in the technical support section in a managerial position.
Rajendra holds a degree in commerce. He has been very instrumental in identifying and growing leadership to develop a strong motivated team.
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 involves 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 experience.
At Etech India, he is one of the founding members. Overall experience of over 14 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.