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.
The 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.
Our leaders’ dedication to excellence and customer value fuels Humach’s growth, guiding our mission to be a trusted partner for organizations seeking to elevate their customer experience. Under their guidance, Humach continues to deliver unmatched CX solutions that drive loyalty, growth, and success for our clients.
Obsessively customer focused.
Genuine, honest and sincere in every interaction.
Love what you do. Passion is contagious.
Easy and simple in everything we do.
Forward-thinking and innovative.
Results matter. Get Stuff Done.
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.
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.
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.
Sunil specializes in transforming data into insights that drive business growth and operational efficiency. With expertise in advanced analytics, he leads teams to deliver actionable solutions that enhance decision-making and innovation. A published author and global lecturer, he shares knowledge on cutting-edge analytics, fostering a data-driven culture that empowers teams to achieve sustainable success.
Vice President
Michael brings the customer service spirit of Jamaica to Humach’s clients. His inclusive leadership style resonates throughout our Kingston-based facility and hundreds of agents who embrace the Humach culture to deliver unmatched service to our client’s customers. Michael hopes to keep his mind and body active as long as possible by playing soccer, golf and backgammon. He also enjoys cooking to bring family and friends together.
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, 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.
Director of Strategic Initiatives
Director, Service Delivery
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 of Training & Development
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.
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.
Head Content & Conversational Strategist
My Why:
To enhance customer experiences with sleek conversational design.
Kolby brings Humach’s industry-leading chatbots to life for our clients. Leveraging expertise in conversational design with artificial intelligence (AI) technology, he delivers new customer experiences, while honoring clients’ existing brands and company cultures.
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.
As System Administrator, Matt’s many responsibilities range from building and maintaining networks to managing help desk processes to researching and evaluating new technologies. Simply put, he ensures our ship is sailing smoothly. A graduate of NICC with over eight years of I.T. experience, Matt is an avid runner and Chicago Cubs fan.
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