Exec Team at the opening of the Solution Development Center in Loveland CO
Meet the Executive Team
Prior to founding PSS, Todd was Nortel’s Executive Director of Worldwide Support Operations for Nortel/Periphonics IVR. As an executive with Periphonics prior to its acquisition by Nortel, Todd managed international and domestic operations and within one year, he transformed international operations to profitability and grew revenue by nearly 70%.
A true pioneer in speech recognition, Todd helped implement the first speech-enabled applications at Charles Schwab. This ground-breaking deployment was the first commercially successful speech recognition deployment in a major enterprise call center, and was the foundation for speech adoption that sparked the growth of the speech industry. Prior to this, Todd worked for Memorex/Telex holding several positions in customer service, support, and field engineering.
Keith Ward Chief Technology Officer and Co-Founder
Keith consults with hundreds of large enterprise and telco companies on their call center needs, next gen IVR, speech solutions and the network/web services infrastructures that will drive new customer and self-service applications.
Keith has more recently become a respected commentator on Social Media and its deployment within the contact center
Prior to co-founding PSS, Keith was Director of Western Region Engineering Services for the Nortel/Periphonics Call Center Product Lines. He has been involved in many projects that shaped the industry, including the text-based precursor to the World Wide Web and a ground breaking speech IVR deployment at Charles Schwab.
Earlier in his career, as CIO of Head Start Long Island, NY, Keith was nationally recognized by the US Department of Health and Human Services for his innovative implementation of technology.
Archie’s telecom experience spans three decades of customer service, technical support, training, and operations management. Before founding PSS in 2002, he was Manager of Western Region Support Operations for the Nortel/Periphonics IVR.
A skilled trouble-shooter, Archie began his career in the US Air Force maintaining and servicing the large computer systems used to track real-time status of operational forces all over the world. Archie’s USAF-honed sense of urgency and operational discipline served him well during a successful 16-year career with Periphonics and Nortel. Customers appreciate Archie’s reassuring demeanor and his genuine desire to help. As Archie rose through the ranks, he never lost the roll-up-your-sleeves-and-fix-the-customer’s-problem attitude from his days on the front line as a Periphonics field engineer.
Glenn Hackemer Executive Vice President, Global Sales
Glenn is focussed on automating customer interactions for the Global 1000, across the majority of industry verticals.
He has been instrumental in bringing self service solutions to the market for years beginning with ATM’s, followed by IVR and IVR coupled with speech recognition, as well as VoIP call center technologies. This knowledge and experience in deploying cutting edge customer service solutions is an asset to PSS as he leads the company forward in areas such as Cloud based and Managed services bleneded customer contact and Mobile.
Most recently, Glenn was instrumental in significantly growing revenues for a large Cisco System Integrator with projects that included an 8000 seat VoIP call center and a 4500 blended agent project for the US Census. He also developed a business case selling strategy to help companies justify the deployment of TDM to SIP.
In addition, as Vice President of Sales for InfoNow, Glenn was instrumental in establishing the PRM (Partner Relationship Management) Industry in addition to growing the sales team. During his tenure at InfoNow, the company went public on NASDAQ.
Tony’s commercial experience spans over 25 years, having held directorships in Sales, Marketing and Commercial, roles with experience in working with global brands.
Tony’s previous position was in Europe for a multi million European market leader , where he initiated and guided a corporate identity marketing modernisation programme including refinement of the quality and targeting of internal and external communication. Frequently contributing to magazine articles, speaking at trade forums, exhibitions or customer events.
Tony has also been part of executive management teams involved in two separate corporate mergers for pan European businesses which were carefully planned, swiftly executed and highly successful.
Stacey’s financial management experience includes 10+ years of multi national, high tech and service industry experience in the enterprise contact center market.
Stacey joined the PSS Management team in October 2012 to help PSS expand it’s markets and continue to pursue it’s strong path for growth. Stacey’s combination of business, financial and operational management expertise with strong leadership and execution skills will be a key contribution to the company’s success.
She began her career as an audit professional in Arthur Andersen’s high technology division before transitioning into the “industry”, working for Genesys Telecommunications. Stacey’s results oriented success enabled her to hold a variety of financial and operational roles at Genesys, culminating in the position of Chief Financial Officer. During her 10+ year tenure, the company grew revenue more than 700%, employees more than 500% and improved profitability as a % of sales by more than 10%.
Stacey holds a Bachelor of Science degree in Business Administration with a concentration in Accounting from San Francisco State University.
How can any of us at PSS help you?
If you would like to learn more about how we might be able to help you with your business challenges, please contact us and we can set up an informal chat to discuss your areas of interest.