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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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Executive Vice President of Client/Professional Services & Co-Founder
Mike Mattsen
- Mike Mattsen brings over fifteen years of executive leadership within International contact center operations. As COO for vCustomer Corporation, Mr. Mattsen was instrumental in growing that organization from a handful of employees to a staff of 2,000. On the ground in New Delhi, India, Mattsen led initiatives to launch several Fortune 100 clients and helped ensure that vCustomer was one of the early offshore contact center successes. Previously, Mr. Mattsen was a Vice President and member of the Executive Management team at LiveBridge, overseeing a 14-center operation and providing involvement in their offshore expansion within India as well as their launch in Argentina.
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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 of Sales & Marketing
Bob Kelly
- Bob Kelly has been a thought leader in contact center performance optimization for over ten years. Most recently, as Vice President, PerformanceEdge Group at Aspect Software, Kelly developed the concept of a complete workforce optimization platform and grew PerformanceEdgeTM worldwide revenues to over $100M. Prior to Aspect, Kelly was CEO of CenterForce Technologies which was acquired by Concerto Software (subsequently Aspect Software). CenterForce was the market leader in outbound call optimization and launched the industry's first contact center performance management application in 2000.
With over 25 years of sales and marketing executive leadership in emerging technology companies, Bob's focus on delivering customer value has resulted in rapid growth at EIS International, Digital Sound Corp and Intel. Kelly holds a Bachelors degree in Economics from the College of William and Mary.
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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 Professional Services
Utkarsh Kapoor
- Utkarsh Kapoor brings nine years of experience in the Business Process Outsourcing and Life Insurance Industry. Mr. Kapoor is a Certified Manager of Quality /Organizational Excellence (CQM) and a Certified Six Sigma Black Belt from ASQ. Mr. Kapoor has worked in many capacities within the industry at various levels, including Consulting, Operations, Business System Testing, Process Re-Engineering, Data Analysis, Project Management, and Implementation/Project Planning. Previous companies he has worked with include: General Electric Capital International Services (GECIS) and Aviva Life Insurance. With GECIS he has been engaged with clients including: GE Financial Assurance (GEFA), GEFA Direct and Vendor Financial Services.
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Director of Product Development
Kip Rapp
- Kip Rapp is the Director of Product Development at HyperQuality and has over 14 years in industry experience. Kip has successfully deployed many product solutions with a combined savings/revenue of $30 million and specializes in creating solutions using the latest technology and academic rigor. Prior to HyperQuality, Kip has worked at other industry leading companies including, Hewlett-Packard, Waste Management, NASA, and Federal Express.
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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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