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 13 years.
Angela Garfinkel is the founder of Quality Contact Solutions. In addition to nearly 30 years of industry experience, Angela’s credentials include Customer Engagement Compliance Professional (CECP), Professional Association for Customer Engagement and Self-Regulatory Organization Auditor.
Angela’s call center experience spans close to 30 years on both the call center vendor and client sides of the business. As an industry leader, Angela has been deeply involved with the Professional Association for Customer Engagement (PACE) as one of the founding members of the PACE 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 and a Masters in Business Administration.
Angela Garfinkel co-authored an online course for The Direct Marketing Association (DMA) called Teleservices.
Dean Garfinkel is the Chief Operating Officer of Quality Contact Solutions. 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 of experience in a wide range of technologies, including TDM, SS7, IP, WIFI and Wireless, and specializes in value-added solution development. Garfinkel invented TeleBlock® (Patent Number – 6,330,317), a patented call routing system, which has become a national telecom standard and is sold by telecom giants like AT&T, Verizon, Century Link, and Windstream. Garfinkel also invented TextBetter (Patent Number – 10,484,535), a service for the text enablement of landline phone numbers. He is a leading expert on telecommunications, Caller ID and Do Not Call compliance, and is a regular speaker within the industry circuit.
Mr. Garfinkel is a past National Board of Director and Treasurer of Professional Association for Customer Engagement (PACE). 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.
Kelli Barabasz is Vice President of Operations for Quality Contact Solutions. Kelli is a call center industry leader with over 25 years of experience and success with call center startups, client management, and implementations. Kelli’s detail-oriented approach is used to analyze existing operations and to implement best practices, new strategies, processes, and efficiencies, enabling her clients to achieve better outcomes. Throughout her career, Kelli has worked on both inbound and outbound B2B and B2C programs. With expertise in call center operations, training, workforce management, and client services, Kelli has an unmatched ability to get results for her clients which have included PBM SXC Health Solutions (now Optum RX), Verizon Wireless, Figis, Vermont Teddy Bear Company & DeMarini Bats. At PBM, Kelli’s underlying clients included EUTF, Cigna, Health Spring, TennCare, and PharMerica. Kelli speaks at call center seminars around the globe to share her industry knowledge and insights with her peers.
Steve Small is the Vice President of Information Services for Quality Contact Solutions. Steve has an extensive background in all aspects of telemarketing and has an in-depth understanding of both the business and technical industry requirements. Prior to joining Quality Contact Solutions, Steve worked at a well-known provider of outsourced teleservices where he managed all phases of IT projects, from needs analysis and requirements definition to development, implementation, and training. Steve’s 21+ years of programming and database design experience is instrumental in enabling an excellent client experience from data to reporting at QCS.
Steve has a degree in Computer Information Systems with a minor in Management.
JULIE KRAMME, CECP
Julie Kramme is the Vice President of Sales for Quality Contact Solutions. Julie is responsible for working with the sales team members to achieve the company’s sales and growth goals. Julie has a strong track record for building strong and lasting partnerships with each client she works with. With more than 20 years of call center and telemarketing industry experience, Julie is an expert in call center operations, regulatory compliance, and technology. Julie leverages her deep experience to assist each client with creating customized solutions to meet their growth and customer engagement goals. Julie’s primary passion is achieving goals without sacrificing quality. She holds a Bachelor of Science in Management with a Marketing Minor from Upper Iowa University.
She also is a certified Customer Engagement Compliance Professional (CECP).
Megan Hottman is the Vice President of Marketing for Quality Contact Solutions. Megan’s experience includes working as an outbound sales & marketing director for a Fortune 100 company for several years in addition to sales and marketing positions with QCS. Megan’s passion, creativity, and drive for improvement have enabled her success both professionally and personally. Megan is an avid writer and often shares perspectives through several lenses. Megan’s unique viewpoints are invaluable considering she has been both a client and an employee of Quality Contact Solutions.
Megan knows first-hand the quality, productivity, hard work and dedication the team brings to work every day.
RICH HAMILTON, CECP
Rich Hamilton is the Vice President of Compliance and Administrative Services for Quality Contact Solutions, as a Customer Engagement Compliance Professional (CECP), Rich oversees the QCS telemarketing compliance consulting practice which conducts compliance assessments, reviews, and audits for companies that require outside professional assistance. Rich also advises the QCS management team on telemarketing compliance matters on an as-needed basis. Rich also manages accounting, human resources, and the administrative staff, ensuring all team members are aligned to support the QCS team as they work toward achieving client goals. Rich is also the creative powerhouse behind many special projects and initiatives throughout the organization.
Kelsey Olsen is Vice President of Enhanced Telecom Services for Quality Contact Solutions. Kelsey is responsible for the company’s telecom service offerings under the Quality Voice & Data brand as well as the company’s telecom infrastructure. 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.
Nathan Teahon is a Strategic Account Director for Quality Contact Solutions. Nathan is responsible for ensuring client success for one of QCS’s largest clients and for overseeing the QCS At Home management team. Prior to 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. Nathan Teahon co-authored an online course for The Direct Marketing Association (DMA) called Teleservices.
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.
A.J. WINDLE, CECP
A.J. Windle is the Director of Client Engagement at Quality Contact Solutions. A.J. is responsible for ensuring innovation and key initiatives are accomplished for each QCS client on an ongoing basis. A.J.’s deep background in call center management, including training, operations management, and his recent role as Director of Operations for QCS is skillfully leveraged to produce better results for each client’s outsourced call center budget dollar. A.J. is a hands-on leader and he loves to win!
Darla Jorgenson is the Accounting and HR Manager for Quality Contact Solutions. Darla is responsible for ensuring all accounting and human resource functions are managed for the organization. Darla’s passion for her work is contagious. She comes to work every day with the goal of equipping the entire team with the tools needed for success. Prior to joining the team in 2012, Darla spent more than 13 years in various bookkeeping and office management positions. Darla has an Associate’s Degree in Printing Technology with an emphasis in Desktop Publishing.