Meet the QCS experts.
Quality-oriented, positive, optimistic, ambitious, dedicated, fun.... these are just some of the words that describe the culture at Quality Contact Solutions. And the culture is a summation of the individuals that have created the company over the past four years.
Angela Garfinkel (formerly Angela Morris)
Angela Garfinkel (formerly Angela Morris) is the founder of Quality Contact Solutions. In addition to 20+ years of industry experience, Angela’s credentials include a B.S. in Telecommunications Management with an emphasis in Telemarketing Management and an MBA from the University of Nebraska. Angela Garfinkel is the President and Founder of Quality Contact Solutions and QCS At Home.
Angela's call center experience spans more than 20 years on both the call center vendor and client sides of the business. As an industry leader, Angela has been deeply involved with the ATA as one of the founding members of the ATA Midwest Chapter. She is recognized as one of the leading operations and performance management experts in the call center industry. She frequently speaks and writes about how to improve call center performance and how to ensure regulatory compliance. Angela has a B.S. in Telecommunications Management, an MBA and is certified as an ATA-Self Regulatory Organization auditor.
Dean Garfinkel joined the Quality Contact Solutions team in 2010 as COO. In addition Mr. Garfinkel is the President of Quality Voice & Data, Inc. and Quality Online Solutions, Inc. Well-known within the telecommunications and teleservices industries, Garfinkel has more than 30 years experience in a wide-range of technologies, including TDM, SS7, IP, WIFI and Wireless, and specializes in value-added solution development. Garfinkel invented TeleBlock®, a patented call routing system, which has become a national telecom standard and is sold by telecom giants like AT&T, Verizon, Qwest and PaeTec. He is a leading expert on telecommunications, Caller ID and Do Not Call compliance, and is a regular speaker within the industry circuit.
Garfinkel is a member of the National Board of Directors of the American Teleservices Association and currently serves as Treasurer. He was instrumental in developing and implementing the Self-Regulatory Organization (SRO), which has been credited by the Federal Trade Commission as a positive step in the teleservices industry.
Nathan Teahon is the Director of Operations for Quality Contact Solutions. As Director of Operations, Nathan is responsible for managing client programs, managing the company's subcontract vendors, and for overseeing the QCS At Home management team. Nathan also works hands-on with clients to identify action plans to improve performance and ultimately increase return on investment for each call center dollar spent. Prior to his employment with Quality Contact Solutions, Nathan worked for a Top 50 Call Center company based in the Midwest. Nathan's experience has run the gamut with stints as Supervisor, Quality Assurance, Program Management, Account Management, and also as a Call Center Manager. His diversity of call center experience lends itself well to support a wide variety of clients and their unique requirements.
Melissa Hinrichs is the Director of Client Services for Quality Contact Solutions. As Director of Client Services, Melissa is responsible for managing an array of technical and support functions for the company. Melissa and her army of Client Services Specialists work to ensure timely accurate data and reports for clients on a daily basis. Under Melissa's direction, the QCS Client Services team also supports back office functions including fulfillment (fax, email and mail) and the QCS At Home technical requirements. Melissa is a whiz at database management as well as understanding the unique requirements of her clients. Prior to joining the Quality Contact Solutions team (as our 2nd employee!), Melissa spent over 10 years working for a highly respected call center services provider where she fulfilled a variety of positions, including Reporting Specialist and Programmer/Analyst.
Rich Hamilton is the Director of Implementation and Team Improvment leader for Quality Contact Solutions. As Director of Implementation, Rich is responsible for implementing new programs, managing the continuous improvement process of existing programs as well as overseeing all training and employee development efforts for both QCS At Home and outsourced operations. Prior to joining Quality Contact Solutions, Rich spent 8+ years working in and managing a variety of small and large call centers. Rich has a B.S. in Business Management with an emphasis in Marketing Management.
Kelsey Olsen is Director of Back Office Operations for Quality Contact Solutions. Kelsey is responsible for a wide variety of projects including marketing, fulfillment support, Enhanced Dialer ID fulfillment and client services support. Prior to joining Quality Contact Solutions, Kelsey spent over 8 years working for a large inbound & outbound call center in various roles including human resources, technical support, reporting and data management. Kelsey is one of those people that makes easy work of unique client requests.