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We Know Customer Care
We’ve been there, right where you are, “in the trenches” of customer service and call center operations. The professionals at HyperQuality have decades of experience in customer care. We’ve spent years designing and implementing contact center QA programs. We evaluate thousands of agents every day. And we help design and implement programs that link call center performance, surveys, modeling and advanced analytics to improve agent performance — and your bottom line — every day.
Management Team
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President & CEO, HyperQuality
Chris Coles
- Chris Coles is the President and CEO of HyperQuality, Inc, the premier contact center quality assurance firm. HyperQuality’s mission is to help companies improve their customer experience. They accomplish this through their proven and innovative methodology for evaluations and surveys, reliable and valid data, and quality assurance software resulting in specific recommendations from the agent to the company-wide level.
Most recently, Coles was the Vice President and General Manager of the TelePresence Exchange Business Unit, one of the business units within Cisco’s Emerging Technologies Group. Under his leadership, TXBU was responsible for developing a services portfolio around the TelePresence products, which will enable and catalyze global coverage of the Cisco TelePresence solutions.
Prior to Cisco, Coles led the global business for Home Entertainment Solutions at Siemens Communications; this line of business focused on IPTV solutions for service providers worldwide. The Siemens role was the result of an acquisition by Siemens of Myrio Corporation in 2005, a software company where Coles had been the President and CEO for several years prior to the acquisition.
Coles has more than 25 years of experience in network services, software and associated professional services. He has also held a variety of executive operating and strategy roles at Qwest Communications, AT&T, TCI and US WEST.
Coles holds a Masters of Business Administration from the University of Denver and a Bachelors degree from Colorado College.
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Chief Technology Officer
Anil Goel
- Anil Goel brings over 15 years of experience in technology leadership and software development. During his tenure at RealNetworks from 2000 to 2009, he was instrumental in building their e-commerce, subscription management and customer care platforms and driving the growth of their consumer subscription business from inception to a multi hundred million dollar business. Mr. Goel has also had numerous leadership and consulting roles with Cap Gemini, Sogeti and Tata Consultancy Services. He holds a Masters of Business Administration from City University of Seattle and Bachelors degree from Birla Institute of Technology & Science, Pilani, India.
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Senior Vice President, Sales, Marketing & Business Development
Bailey Shewchuk
- Bailey Shewchuk brings over 25 years of telecom industry management experience to the company. Most recently as VP&GM of Arris’ Assurance Solution Group, Shewchuk transformed their network management and mobile workforce management portfolio into a market leading hosted service and integrated customer experience solution. Before ARRIS acquired C-COR, Inc. Shewchuk was C-COR’s SVP Global Strategy where he integrated several software acquisitions into an industry leading software portfolio. Shewchuk has also served in senior sales and operations management positions at Midstream Technologies, INT2 Integration, Alpha Technologies and Scientific Atlanta.
Managing HyperQuality’s sales, marketing and business development efforts, Shewchuk will grow the company’s customer base into new markets and develop value added partner solutions while expanding the HyperQuality Contact Effectiveness Management consulting, technology and services portfolio.
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Vice President, Client Solutions & Product Management
Matt Bixler
- Matt Bixler is responsible for managing the HyperQuality product portfolio and strategy. He brings over 20 years of leadership in product development, professional services and customer experience management. He also has extensive experience in the mobile, broadband and global payments industries.
Most recently Bixler led the design, development and global deployment of a portfolio of new web and mobile-based product offerings for Western Union. These new products were successfully deployed in over 30 countries and drove top line revenue growth through customer acquisition and improved retention.
Bixler also led the development of enterprise software offerings for Lightbridge Software. These products helped enterprises reduce customer churn, enhance loyalty and improve customer experience through the utilization of relational databases, data mining methodologies and analytical tools. They were successfully deployed throughout the Americas, Europe and Asia.
Bixler has also played pivotal roles in a number of other large and small firms, including strategic marketing at US WEST (now CenturyLink) and his own firm, Fulcrum Marketing, LLC.
Bixler has his BA from Ohio Wesleyan University and Masters from University of Denver.
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Vice President of Client Services
Stephanie Rainwater
- Stephanie Rainwater has been in the call center industry for over 15 years and has implemented and managed dozens of successful telemarketing programs. Ms. Rainwater has worked in many capacities within the industry at various levels, including training, curriculum development, script design, floor supervision, facility management, employee relations, data analysis, project management, quality assessment and verification, and implementation/project planning. Clients she has worked with include: Trilegiant, Results Technology, Bank One, VISA USA, Providian, United Airlines, First USA, Diners Club International, Capital One, US Navy, Philip Morris USA, Book of the Month Club, BMG, Schering Pharmaceuticals, Federal Express, Bermuda Department of Tourism, and Marriott Senior Living Services.
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Director of Finance
Jim Wenzinger
- Jim Wenzinger is responsible for worldwide financial operations including planning and analysis, accounting, reporting and investor relations. Wenzinger joined HyperQuality in 2006 as the Controller and has transitioned to Director of Finance. In addition to the accounting operations, he is responsible for the US human resources corporate operations. Prior to HyperQuality, Wenzinger held leadership positions in accounting and customer services at U S WEST, Verizon Wireless, T-Mobile and PWC. Wenzinger holds a B.S. in Accounting from the University of Regis.
Board of Directors
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President & CEO, HyperQuality
Chris Coles
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Managing Director, Divergent Ventures
Kevin Doren
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Partner, Miramar Venture Partners
Bruce Hallett
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CEO, US West Multimedia
Robert Hawk
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Founder, HyperQuality
Howard Lee
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Ignition Partners
Jonathan Roberts
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Partner, Rustic Canyon
Michael Song
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