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 is the President/CEO for Etech Global Services.
Matt is a seasoned BPO industry veteran with over 40 years of experience. His journey in the BPO industry has seen him lead teams at industry giants like Dun & Bradstreet and Bellsouth. His expertise in call center operations and outsourcing is unparalleled. Matt’s passion lies in nurturing a servant leadership culture and driving exceptional customer experiences.
Committed to sharing knowledge, Matt has been a frequent speaker at industry events and contributor to business periodicals. He has also co-authored four books with his business associate and life-long friend, Jim Iyoob.
In 2003, he co-founded Etech Global Services, which has grown into a multinational outsourcing organization with over 4,000 employees. As CEO since 2013, Matt has led Etech’s expansion across the US, India, and Jamaica.
A Dickinson College alumnus, Matt lettered in basketball and baseball, serving as basketball team captain. He earned a BA in Economics and a Master Certificate in Executive Leadership from Cornell University
Beyond his professional roles, Matt has served on numerous boards and was elected to the Nacogdoches Independent School District Board of Trustees.
Matt and his wife, April, are proud parents of five children. In a testament to his resilience, Matt defied medical odds and overcame a life-threatening illness in 2016.
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.
Patrick Reynolds is Vice President of Customer Engagement
As Vice President of Customer Engagement, Patrick is responsible for overseeing Etech’s growth with new and existing clients. With extensive knowledge at each level of the organization, he focuses on improving the adoption of Etech’s QEval in call center operations.
Patrick has over 22 years of BPO and contact center experience. He began his career in Nacogdoches, TX in 2000 with Berry Direct as a telephone representative. Over that time, Patrick has held numerous leadership roles across the organization including Senior Agent, Sales Coach, Operations Leader, Account Leader, and Director of Operations. His extensive knowledge at each level of the organization uniquely qualifies him to lead a diverse and talented group of leaders across multiple shores. Patrick is considered an expert in the digital space and helped transform Etech’s digital capabilities in the BPO space.
Patrick is a 2002 graduate of Stephen F. Austin State University in Nacogdoches, TX. He was a military brat, so he called a lot of places home over the years, however, Texas has adopted him since he has lived here for over 25 years! He enjoys spending time with his children Madison and Aiden and his dog Kobe.
Shawndra Tobias is Etech’s SVP of Customer Experience.
Shawndra Tobias has been with Etech since 2000 and has served in various roles including sales agent, OSS Reporting Specialist, Account Leader, Project Manager, Sr. Director of Operations, Asst. Vice President of Customer Experience and Vice President of Customer Experience.
In her new role, she will continue to develop and lead the Etech Insights team both externally and internally, Program Implementation divisions, and determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Additionally, Shawndra,
Shawndra has over 25 years contact center experience, of which a third of that has been spent in reporting and analytics. She received her professional certification in Data Science from The Johns Hopkins University, and is a 3 Star IBM Recognized Data Expert, and as a Wharton School of Business Certified Business Analyst. She also has extensive Project Management experience applying PMI philosophy.
She enjoys volunteering with Keep Lago Vista Beautiful, Wee Rescue, United Way and Nacogdoches Boys & Girls Club. Shawndra has been married to her husband Jason for 15 years, has 2 adult children, 3 spoiled dogs and spends her free time pursuing her best life.
Amit is the Vice President for Corporate Strategy.
In this existing role, Amit is responsible for formulating and implementing strategic plans with focus on Digital Marketing including social media, Product Development, Business Development, Reporting and Workforce Management Analytics.
Other areas of responsibility involve evaluating the impact of any changes in the macro-economic factors to maximize profitability opportunities, providing necessary performance measurement, develop and implement strategic & analytical tools and processes, and support organization decision making process by ensuring optimum resource utilization.
Amit is passionate about helping business leaders adopt strategic outsourcing to make their business and workforces healthier and more productive. He has helped companies through customized company productivity assessment where outsourcing could dramatically impact results.
He has helped several fortune 500 clients by providing them with business and market intelligence insights in form of strategies. Converting the challenges into opportunities and coming up with out of the box solutions to many of these clients, has resulted in over 25% cost reduction and 30% productivity.
Amit is phenomenal with his insights for using Live Chat support for sales and customer service. He is responsible for developing key relationships with external clients to bring knowledge of market trends and companies to bear on strategic discussions & strategy development including identifying and prioritizing strategic gaps to improve customer experiences.
At Etech India, he is one of the founding members. Overall experience of over 18+ years has been garnered at various levels at Etech starting his journey as an OCR crossing many milestones and today an esteemed member of Etech Global Management Team. Amit has always shown initiative to make Etech a better place to work and embraced servant culture leadership with multiple Character Commitment awards. He is a strong leader, communicator and a creative intellectual.
Amit is married to darling wife Teena; they both have a beautiful daughter Charvi.
Ben Johnson is AVP Operational Excellence.
Ben Johnson is responsible to streamline onshore/nearshore talent acquisition strategies to improve staffing and retention, lead innovations in instructional design for improved agent experiences and knowledge, lead global scorecard initiatives that create clear focus on performance results that matter most to individual, client, and company success. Ben’s experience as a strategic partner and Trusted Advisor across Etech departments creates the key alignments needed to enable success.
Ben has been leading operations and deliverables for the onshore centers. Ben supervised, coordinated, and evaluated the operations performance as well as partner with site Directors supporting their needs and their continued development. He has also been responsible for the daily operations for call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Ben ensures that Nacogdoches and Rusk operations goals are consistently achieved while developing a strong trusted advisor relationship with the customers. He has over 24 years of experience in the call center industry. He started his career at Etech as an Operations Leader in the Nacogdoches location in 2010. Since then, he has held several positions with the company. Prior to Etech Ben spent over 13 years with Alliance Data S&P 500 and Fortune 500 Company with over 15,000 employees. Ben was born and raised in Mexico, he moved to the United States in 1998 to attend college. Away from Etech Ben stays busy as a range instructor for the Cherokee County Texas 4-H Friends & Alumni Association.
With 19 years in Human Resources and 9 years in the education field, Nancy brings a unique combination of experience to Etech. She is skilled in key areas of HR including employee relations, policy development, legal compliance, talent acquisition and onboarding, and employee development. Nancy has been a leader with Etech’s Human Resources team since 2012, beginning as an HR Generalist and advancing over the years to her current position of Assistant Vice President of Human Resources. Nancy’s nationally recognized professional HR certifications include both PHR and SHRM-CP. She has a Bachelor of Science in Family and Consumer Science with a Business minor from Texas State University.
As Assistant Vice President of Human Resources, Nancy leads the Human Resources teams for all centers in the United States and Jamaica. She partners with all departments, developing and implementing strategies which support organizational growth and promote Etech’s vision of making a remarkable difference. Under Nancy’s leadership, HR is active in employee relations and engagement, new hire onboarding, client launches, compliance audits, process improvement, corporate social responsibility, and more.
Nancy strives to lead by example and believes in the power of teamwork. During her tenure at Etech, she has been recognized several times by her colleagues with Etech’s Integrity Award. As a servant leader, Nancy works to create an environment which fosters employee development and growth, promotes critical thinking, and inspires employees to treat others with respect.
With over 18 years of HR expertise, she had the privilege of collaborating with diverse teams and industries ranging from Education, Software, Telecom, SAP and BPO. Her journey has been marked by her commitment to HR strategies, Talent Acquisition, Employee Retentions, Employee Engagements, Continuous Process Improvements, Community Development, Legal Compliances, Improving Employee satisfaction and fostering inclusive environments where people matter. She completed her graduation from Delhi University, Post Graduate in Executive Management from YWCA, Delhi, holds a Post Graduation Diploma in Human Resources Management from IIM, Raipur and is a certified Life Coach and Neurolinguistic Practitioner. Jenny is among the TOP HR PROFESSIONALS in the state of Gujarat recognized by World HR congress and CHRO Asia.
As an Assistant Vice President for Human Resources (Etech India), Jenny Benoy is passionate for cultivating vibrant workplace cultures and maximising human potential. An experienced HR professional dedicated to drive organisational success through its most valuable asset – its people. In her current role at Etech, she is accountable to lead the HR department for India centers. She believes in the power of servant leadership, where her focus is to cultivate culture of serving our people and empowering the team members enabling an environment where everyone can thrive.
Chris Basile is AVP Operations & Training
Chris leads efforts to grow people and performance results across US and Jamaica centers through innovative AI powered human in the loop integration, enhanced training initiatives, and strategic performance management.
As a collaborative servant leader, Chris embraces the importance of the employee experience and is focused on developing team members and leaders to deliver operational excellence and process improvements. Chris has also been focused on building upon Etech’s remarkable people first culture; one where people are developed and have opportunities to grow and thrive. Chris leads San Antonio center; and alongside his team create raving Etech client fans.
With over twenty years of contact center leadership experience, Chris comes to Etech having worked for a BPO (TeleTech) for 12 years and leading large-scale programs for AT&T, Verizon, Google AdWords, HP, IBM, and Best Buy. Chris has also worked directly for recognizable companies such as Cox Communications (Where he partnered with Etech India for Chat services) and ZipRecruiter. He has earned an associate’s degree in Criminal Justice Studies from Mesa Community College, and a Bachelor of Science in Business Management from California Coast University.
Before joining Etech, Chris worked for Phone.com as VP, of Inside Sales & Contact Center Operations. He had joined the company at the height of the COVID-19 pandemic to transform a professional contact center while developing and formalizing standards, and processes. During his time there he successfully implemented the new infrastructure, technology stack, and teams that produced record-breaking revenue and overall profitability. It was also during this time that Chris partnered again with Etech to help Phone.com “Communicate Better” with their customers looking for support over phone/chat. Since that time, Chris has been instrumental in partnering with our Etech Insights team on a contract basis, with a focus on understanding and delivering on client needs.
Chris’s servant leadership approach and core values are rooted in a quote from the great Maya Angelou which is: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Outside of work, Chris enjoys sports and loves watching his Buffalo Bills, Buffalo Sabres, and New York Yankees. When he takes a break, you can find him and his wife on a cruise or enjoying their downtime together with their two Yorkies.
Ashwini Kumar is Etech’s AVP, Operations Performance Improvement.
His directive is to partner with leadership to focus on performance excellence and growth across Etech’s onshore and nearshore operations. Ashwini brings expertise in leading operations & process improvement initiatives which elevate performance results and equip people.
Ashwini is instrumental in launching Etech at Vadodara, Gujarat (India) service delivery center and expansion to 500 seats along with the successful deployment of processes and expansion of Etech India centers at Gandhinagar and Vadodara. He has streamlined and turnaround our center of excellence at Montego Bay, Jamaica. He works closely with our near-shore and onshore centers sharing best practices toward key operational and training strategy & operations excellence initiatives. He is currently working with our CEO and Chairman on various enterprise projects to grow business into new verticals.
An MBA in Operations Management and an Executive MBA (PGPMAX) from Indian School of Business Hyderabad (ranked amongst top 30 business schools globally); Certified Six Sigma in Green belt from Government of India (PPDCA Agra), Certified Six Sigma in Black Belt from KPMG, and Certified Business Analyst from Manipal Academy of Higher education, Ashwini work history is rich with more than 22 years of diversified domains in the BPO/KPO/IT services industry. He has immense expertise in telecom, retail and consumer products, education, RIM, SCM, satellite services, ecommerce, big data analytics, logistics, travel, utilities/energy, healthcare, technology and BFSI verticals. He also has an experience in the new business, transition, migration, analytics, and MIS domains of the BPO/KPO industry along with the setting up of centers of excellence (global service delivery) for the industry at Pune, Mumbai, Colombo in Sri Lanka and Gujarat in India.
Ashwini is involved within the community at various levels. He is an Executive Committee member of GESIA (www.gesia.org) at Gujarat state level and also coordinates the events and planning for the “HR and People Development” task force for GESIA (Gujarat Electronics and Software Industries Association) Vadodara chapter. He works with NGO’s working for the underprivileged youths and facilitates leadership and personality development training programs. He works with his local community aggressively to expand the horizons of the BPO/KPO/IT services industry in Gujarat so that local youth look at this industry as a “Career oriented long-term industry”. He is being an active member of several national level organizations like NASSCOM, Yi (CII) , ASSOCHAM and Business Outlook etc. He has successfully completed several community-oriented events and projects for the local government and social organizations.
