Humans + Machines = Humach

Humach is a team of visionaries, technology enthusiasts, and operational mavens with a universal passion for exceptional customer experience.

WHO WE ARE

A human-centered solution provider that's supported customers for over 30 years

Since 1988, we’ve delivered one thing: exceptional experiences.

From our beginnings as a BPO to launching the first AI-augmented omnichannel workforce, it’s been our mission to create experiences that transform brands, support teams, grow businesses, and make people’s lives better.
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We Help deliver exceptional experiences

Many companies respond to the need for change by focusing on technology-driven optimization; but technology alone doesn’t get you where you need to go. To help our clients grow, we focus on three primary areas:

HUMANS

Our work always starts with a human perspective, focusing not just on the customers themselves but also the team responsible for maintaining and improving the experience.

DIGITAL AGENTS

Delivering exceptional customer experiences requires a transformative agenda that doesn't replace humans with machines, but instead utilizes the intelligence of both.

TECHNOLOGY

We leverage technology across our experience strategies, customer touch-points and conversational design to help organizations flourish in the face of disruption.

WHAT WE DO

We design experiences that make it easy for customers to do business with you

VOICE + IVR

Increase self-service and efficiency with personalized, two-way conversation at any time. We keep humans in the loop to train and validate AI data so Digital Agents understand intent and get smarter over time.

LIVE CHAT + CHATBOTS

Reduce volume to higher cost channels and increase your availability to interact with 10x more customers. Use personalized, human-like chat to handle FAQs, lead capture, product information, recommendations, and more.

EMAIL + SMS

Drive engagement by upwards of 400% by delivering smarter, better-targeted, personalized information in real-time. Digital Agents can set appointments, send product information, subscription reminders, and more, with seamless escalation to humans when needed.

Meet Our Team

LEADERSHIP

Tim Houlne

Chief Executive Officer
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 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.
LEadership

Kelly Uhlrich

Chief Operations Officer

Responsible for the operations management of Humach, Kelly Uhlrich 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 organ.
Leadership

Randy Feger

President
Randy Feger is an expert in strategic development with extensive experience leading large groups, overseeing multi-state operations, and managing multimillion-dollar budgets. With his knack for understanding the big picture, Randy excels at analyzing business goals and devising company-wide initiatives to achieve them. He holds both an MS in Marketing and a BA in Management. A father, and grandfather, of four, Randy lives near Dallas with his wife, where he enjoys fishing and water sports with his family.
LEADERSHIP

Josh Reeves

VP of Sales & Marketing
Josh Reeves brings 20 years of industry knowledge and experience as a BPO executive to the Humach team. Over the course of two decades, he has built and led operations around the globe in roles including COO and Vice President of Domestic and International Operations. His zeal for revenue generation and process optimization, combined with his work in various industries, have made him an expert in analyzing business goals and creating hypergrowth through successful marketing strategies. In his spare time, Josh coaches fastpitch softball, helping the young women on his teams earn college scholarships. He lives with his wife, five children, and two Great Danes.
MARKETING

Emma English

Marketing & Communications Manager
Emma has served as Humach’s Marketing and Communications Manager since 2018, when she spearheaded efforts to reimagine the marketing and user experience strategies of our organization’s brand, effectively taking it from a BPO to a technology and experience brand. A design and marketing maven, Emma deftly melds our company’s innovative spirit with its products and services to raise Humach’s profile, increase product demand, and inspire loyalty across channels. Outside of work, she volunteers design services for several non-profit organizations including the Texas Association of Parents and Educators for the Deaf and the Denton Regional Day School Program for the Deaf.
SALES

Josh Pick

Director of Strategic Partnerships
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.
PROGRAMS

Charlotte Fauser

VP of Program Management
As the leader of our Client Services and Programming departments, Charlotte touches almost every project, providing insight for program enhancement and devising tactics to create business opportunities for clients. Over the course of 20 years, she has built up quite a presence at Humach, and we’re lucky to have her on our team. In her spare time, she loves cutting things up and assembling the pieces into something new, like fabric for a quilt or vegetables for a stew.
Programs

Suzi Whitman

Director of Operations
A natural leader with an analytical nature and a (healthy) competitive streak, Suzi brings the same tough-but-fair management style to her position as Director of Operations that she did to our Mason City contact center. Over the course of her 30+ years in the industry, Suzi has proven her business acumen by taking her teams to the head of the pack at every turn. She specializes in the operation of outbound sales and service for B2B and B2C clients (in addition to running inbound operations) and holds a B.A. in Business Management from Luther College. The daughter of a major league catcher (you’ll have to ask her which one), Suzi is a sports fanatic to the core.
PROGRAMS

Brian Olson

Senior Program Manager
Brian is a Senior Program Manager with a knack for leading in complex and challenging situations who helps our operational team exceed expectations. Versatile and adaptable, Brian’s high-energy leadership style is a welcome addition to the Humach team. A former wrestler and MMA fighter, Brian holds a degree in Military Science from Syracuse University. His three favorite things are bears, beets, and Battlestar Galactica.
TECHNOLOGY

Jennifer Lundberg

VP, Technology Enablement
Jennifer Lundberg excels at combining technologies to optimize customer experiences and deliver budget-friendly automated solutions. Her successes 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 her chauffeuring her three teenage daughters, dreaming of just a skosh more time to herself.
Technology

Matt Weiner

System Administrator
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.
Technology

Aaron Jones

Network & Security Manager
As Network and Security Manager, Aaron oversees network security and compliance with PCI ROC, SOC 1 and 2, and more. In addition to managing all systems that transmit, store, and process cardholder data, Aaron maintains all network hardware and software components. A woodworking enthusiast with an appreciation for classic sci-fi, he loves The Hitchhiker’s Guide To The Galaxy and the works of Robert Heinlein.
TECHNOLOGY

Tim Huebner

Solutions Architect
Our Solutions Architect, Tim, has over 30 years of experience in IT, specifically with TCP/IP, VOIP, and LAN/WAN networking. In his free time, he enjoys snorkeling, biking, boating, and learning to play the ukulele. He is a proud father of two and caretaker to his beloved bulldog, Maggie.
Technology

Dr. Kolby Harvey

Head Content & Conversational Strategist
Kolby is the Head Content and Conversational Strategist at Humach. He holds an MFA in creative writing and is the recipient of the first creative doctorate from the University of Colorado at Boulder in Intermedia Art, Writing, and Performance. He specializes in the development of chatbots and other digital conversation interfaces, enjoys writing fiction and poetry, and is currently working on a video game with his partner.
Finance

Greg Williams

Accounting & Finance Controller
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.
Human Resources

Carla Donar

Director of Human Resources
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. 
Human Resources

Nancy Prine

Head of Culture & Employee Engagement
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.
Service Delivery

Jennifer Nadermann

Service Delivery Manager
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.

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