Team

 

Tom Herrity—Chief Executive Officer

As Global Telesourcing’s Chief Executive Officer, Tom Herrity oversees the strategic development and direction of the company.

 

Previously, he served as chairman of Democracy Data & Communications (DDC), the nation’s leading provider of public affairs solutions, with clients including 41 of the Fortune 50.  Under Herrity’s leadership, DDC was recognized as a Deloitte & Touche “Fast 50” company and an Inc. 500 company.

 

In 1988, Herrity co-founded The Direct Impact Company, which he grew into one of the nation’s largest grassroots lobbying firms.  Another Inc. 500 performer, Direct Impact was acquired by Young & Rubicam to augment the international advertising and communications giant’s direct outreach and local medial capabilities.

 

 

Bill Colton—President

Colton started his career more than 20 years ago as a call center agent in a 15 person sales operation above a movie theater in his home town near Philadelphia.  Since then, he has started, directed and managed call center operations for major companies, arts organizations, political candidates, and advocacy groups.  He has been a phone agent, floor supervisor, operations manager, and call center owner.

 

Prior to co-founding Global Telesourcing, Colton was the Vice President of Communications for Democracy Data & Communications.  During his tenure, DDC served 8 of the Fortune 10.  At DDC, Colton was responsible for running major public affairs programs at the local, state, and federal level for many of the largest companies in the country.

 

Previously, Colton founded, launched, and served as Managing Director for the Latin American division of Optima Direct, then the world’s largest direct marketing agency focused on call center services.  After the acquisition of Optima Direct by Omnicom Group, Colton helped affiliated agencies in 12 countries establish call center operations from his base in San Jose, Costa Rica.  This extensive experience throughout Latin America served as the basis and inspiration for Global Telesourcing.

 

 

Mark L’Italien—Chief Technology Officer

Mark L’Italien is Global Telesourcing’s Chief Technology Officer and is responsible for the architecture and management of the company’s call center technology, network infrastructure, database system, and reporting platform. 

 

Previously, L'Italien served as CTO for Optima Direct—then one of the world’s largest call center management agencies.  Among his many technological achievements was the establishment of a data and reporting system that processed more than one million unique daily records for First USA bank.  This architecture received telemarketing data from more than 25 call centers and consolidated the information into one daily transmission and report. 

 

After Optima Direct, L’Italien served as CTO of Memberdrive, a database-driven affinity marketing company that served such organizations as the Veterans of Foreign Wars, the National Rifle Association, and the American Society for the Prevention of Cruelty to Animals.

 

 

Scott Dickson—Site Director

With more than 10 years of senior-level call center management experience in both the U.S. and Mexico, Scott is responsible for all aspects of Global Telesourcing’s day-to-day operation in Monterrey.  Before joining the team, Scott was responsible for operations and client management for an 1,100-station account on behalf of one of the largest cable, internet and telecommunications companies in the United States at Hispanic Teleservices Corporation (now a Teleperformance company).  Dickson has lived in Mexico for more than ten years and is perfectly bilingual in English and Spanish.

 

 

Brett Byers—Director of Outbound Operations

Relocating to Monterrey from Oklahoma City, Byers brings with him nearly 20 years of call center experience at virtually all levels of management.  Brett has served as a Sales Manager, Site Director, and Vice President of Operations for major U.S. companies including Dell, West, and TCIM.  At Global Telesourcing, he is responsible for performance, quality, and client management for the outbound side of the business.

 

 

Laura Alanis—Director of Inbound Operations

In her role of Director of Inbound Operations, Laura Alanis draws on six years of experience in nearshore outsourcing.  Laura began her call center career at Hispanic Teleservices Corporation (a Teleperformance Company) as a bilingual agent creating a career path for herself that has included tenures as an Operations Supervisor, Training Manager, Account Manager, and now Director of Inbound Operations.  Ms. Alanis uses her process engineering skills to contribute to a productive, efficient, and enjoyable workplace while driving performance and business growth.

 

 

Gustavo Medrano—Director of Human Resources

Before joining Global Telesourcing as Director of Human Resources, Gustavo Medrano worked in call centers and BPO companies for the previous six years.  After two years of on-the-phone experience as a call center agent, he was hired to support the Monterrey, Mexico, ramp-up for Sutherland Global Services.  He rapidly staffed call center campaigns, such as Hewlett Packard, Netspend, and ACE Insurance Group.  Gustavo became a specialized IT Recruiter at ACS, Inc., where he accessed high-end talent for complex technology roles on behalf of U.S. clients, including Hallmark, Nike, and McDonald’s.  Mr. Medrano’s responsibilities include all human resources and recruiting functions for the Monterrey, Mexico, site.

 

 

Jesus Flores—Director of Quality and Training

Although Jesus Flores has spent four of the seven years of his call center career in quality assurance, his experience in operations and training has given him a well-rounded knowledge of the business.  Jesus is an innovative driver of quality and knowledge transfer and ensures that all of Global Telesourcing’s employees are encouraged and developed, from their first briefing session and throughout their tenure with the company.  Mr. Flores holds the responsibility for continuous improvement for all of client programs.