At Humach, our leadership team is the driving force behind our innovation, strategy, and commitment to excellence. With a combined experience spanning hundreds of years, our leaders are seasoned professionals dedicated to transforming customer experiences through a blend of human insight, advanced technology, and strategic vision.
Our Humach Leadership team brings a unique depth of expertise in customer experience (CX), many having spent their entire careers pioneering solutions in live agent support, AI, automation, and cutting-edge technology. They are CX experts, technology advocates, and customer service enthusiasts who share a common goal: to push the boundaries of what’s possible in customer experience.
My Why: To change the way the world works for the better.
As CEO of Humach, Tim Houlne helps companies deliver radically innovative and outstanding customer experiences. During his 30 years in leadership roles at both large and small enterprises, Tim has always centered on the customer. A serial entrepreneur, Tim sits on the Board of Directors of several companies and a charity. He is also an avid golfer, traveler, and sports enthusiast.
Chief Operations Officer
My Why: To be a servant leader to our employees and clients.
Responsible for the operations management of Humach, Kelly brings a solutions-driven, goal-focused discipline to our business and plays a key role in how we form strong partnerships with our clients. She holds a B.A. in Psychology from Clarke College. Both an avid gardener and a talented musician, Kelly plays piano, violin, and the organ.
Chief Product Officer
My Why: To lead in CX by example
Bruce is constantly seeking the ideal blend of innovation for Humach’s AI-powered products. With more than 30 years in the BPO space, Bruce offers strong technology, product, and development experience after working with FORTUNE 1000 companies like Ticketmaster and TTEC. His track record of innovation has led to his authoring over 40 domestic patents with 33 awarded both domestically & internationally. Bruce enjoys home automation, woodworking, hiking, and weekly family gatherings.
Chief Technical Officer
My Why: To make technology work faster, cheaper, and smarter for everyone.
James provides technology leadership to Humach’s clients by investing in exemplary service delivery, software, and infrastructure. He’s been executing technology analysis, delivery, and operations for companies – from startups with fewer than 10 employees to Fortune 50 corporations – for more than two decades and appreciates the unique requirements of each client.
VP, Agent & Client Engagement
My Why: To make our clients the hero.
Charlotte’s expertise touches almost every client project, where she provides insight for program enhancement and devising tactics to create business opportunities for clients. During her career spanning more than 20 years, Charlotte has become a true partner to our clients and her agent & client engagement team symbolize her unwavering commitment. In her spare time, Charlotte loves cutting things up and assembling the pieces into something new, like fabric for a quilt or vegetables for a stew.
VP, Product & Technology Enablement
My Why: To make every customer experience amazing.
Jennifer thrives at combining technologies to optimize customer experiences and deliver budget-friendly automated solutions. Her success often come down to a simple, but crucial, rule of thumb: the better the technology serves agents, the better agents serve customers. When not at work, you’ll find Jennifer chauffeuring her three teenage daughters, dreaming of just a skosh more time to herself.
VP, Training & Development
My Why: To disrupt the way we educate future leaders.
Dezaray brings an unrivaled passion for simplifying complex processes. Her strengths-based leadership style and creative methods sets Humach’s training curriculum apart from industry standards by making it fun, memorable, and effective. Dezaray holds a BA in Psychology and a MS in Organizational Psychology, and while she considers both work and fun to be synonymous, she also enjoys planning “Pinterest -worthy” children’s parties and practicing aerial arts.
My Why: To be the score keeper, even the best team needs a score keeper.
As Humach’s Controller, Greg oversees all financial reporting and transactions for the entire Humach organization. Under his leadership, Accounting provides exemplary customer service experiences for clients and internal departments alike. When he isn’t working, you’ll find Greg leading indoor cycling classes at his local gym or playing volleyball in the sand.
VP, Business Development
My Why: To improve the customer and employee experience of our clients.
Milan draws from 20 years of contact center operational and sales management experience from American Express, West Corp., and other organizations. Milan is a professional speaker and holds certification with Stanford University School of Medicine for Human Behaviors & Psychology. Milan serves on the Austin Contact Center Alliance Board and runs DisruptHR Madison. Milan is a dad of an almost two-year-old son, Ironman and Ultramarathon athlete, and is a storm chaser.
VP, Business Development
My Why: To build relationships and guide our partners through their CX journey.
Director, Strategic Initiatives
My Why: To transform the way companies do business and build long lasting relationships.
Josh currently holds the position of Director of Strategic Partnerships, and has spent the past nine years helping Humach evolve and expand through his superb sales tactics. A native of Shullsburg, WI, Josh is a proud father of three who serves as an assistant coach for high school boys basketball and football. Lucky for us, he brings this work ethic and level of community engagement to his position at Humach.
Director, Human Resources
My Why: To build and support a winning team.
As Director of Human Resources, Carla oversees all HR functions, ensuring consistent application of personnel policies and procedures. The recipient of a Bachelor of Science degree in business administration from the University of Wisconsin at Platteville, she currently resides in rural Wisconsin, where she enjoys camping with family and friends.
Director, Service Delivery
My Why: To provide actionable data and insights to internal and external customers.
As head of the Delivery Services Department, Jennifer is an expert in compiling multiple data points into digestible formats, so her clients can take advantage of trends that lead to success. With 20 years of experience researching and defining innovative technologies and automation, she is perfectly suited to drive efficiency, streamline processes, and ensure teams are armed with the analytics they need to manage their business. In addition to loving The Hollies, Jennifer is a fan of knitting, crocheting, ancestry research, and dogs.
Director, Agent & Client Engagement
My Why: To deliver on the promise of our clients’ brand.
Brian’s versatile leadership style contributes to his record of successfully addressing complex and challenging situations on behalf of our clients and helping develop an adaptable operational team. His high-energy leadership style reflects his background as a wrestler and MMA fighter, Brian holds a degree in Military Science from Syracuse University. His three favorite things are bears, beets, and Battlestar Galactica.
Marketing Manager
My Why: To nurture growth in every person and business I work with.
Head of Culture & Employee Engagement
My Why: To make everyone feel a part of something, have a sense of belonging, and to make a difference.
As Head of Culture and Employee Engagement, Nancy uses her passion and strong sense of caring to build and maintain a cohesive community that engages employees. A fierce advocate for employees, she shows that loyalty is a two-way street, never hesitating to send a kind word for a job well done. Nancy’s community presence extends beyond work through both her efforts with our Random Acts of Humach Foundation and her tenure as Ambassador for the Dubuque Chamber of Commerce. Her favorite movie is It’s a Wonderful Life, and she loves the stage production of The Lion King.
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