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 ten years.
Angela Garfinkel is the founder of Quality Contact Solutions. In addition to 20+ years of industry experience, Angela’s credentials include Customer Engagement Compliance Professional (CECP), Professional Association for Customer Engagement, Self-Regulatory Organization Auditor.
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 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 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. 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 Professional Association for Customer Engagement. 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 Vice President of Quality Contact Solutions. 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.
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.
Rich Hamilton is the Director of Marketing & Product Development for Quality Contact Solutions, a leading outsourced telemarketing organization. Rich works tirelessly to bring new products to the teleservices and call center market. Rich is also the creative powerhouse behind executing on a wide spectrum of marketing initiatives for the organization. In addition, Rich is a telemarketing compliance guru with a Customer Engagement Compliance Professional (CECP) certification to back it up.
Kelsey Olsen is Director 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.
A.J. Windle is the Director of Operations for Quality Contact Solutions. A.J. is responsible for ensuring every client program is successful on a daily basis, including achieving the Key Performance Indicators (KPIs) that matter most. With a deep call center operations background, A.J. is a hands-on leader and has built his career on creating win-win-win relationships for his team, his clients and the owner-operated call centers he is responsible for. A.J. loves to keep score and he is proud of his team’s scoreboard. A.J. knows that great leaders find a way to make sure their team wins.
Darla Jorgenson is the Accounting Manager for Quality Contact Solutions. As part of our Leadership Team, 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 a 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 emphasis in Desktop Publishing.