The Humach Leadership Team are seasoned professionals who have hundreds of years of providing unmatched CX solutions. In fact, many of our leaders have spent their entire career dedicated to providing live agents, AI and automation and technology to enhance the customer experience.
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 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
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
Bruce is constantly seeking the ideal blend of innovation for Humach’s IA-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.
Julia brings a Midwesterner’s sensibility to building go-to-market strategies and creating a dialog with the customer on “what’s next” experiences. She now lives in Silicon Valley with her husband, children and beloved pets Angel and Apollo. She enjoys creating art out of found and recyclable objects and participates in The Moth story slams in San Francisco.
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.
My Why: To nurture strong relationships built on trust and confidence.
Vice President, Agent & Client Engagement – Domestic and Mexico
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.
Vice President, Agent & Client Engagement – Jamaica
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.
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.
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.
Vice President, Strategic Partnerships
John takes a consultative approach to ensure Humach delivers exceptional technology and operational value to our partners and customers. He applies more than 30 years of experience working in the contact center space in various sales, sales leadership and channel partnership roles to deliver optimal solutions that ultimately exceed customer CX goals. In his free time, John is an avid cyclist, skier and enjoys training his two Labrador Retrievers.
Director, Strategic Partnerships
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.
Director of 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, Agent & Client Engagement
A natural leader with an analytical nature and a (healthy) competitive streak, Suzi brings the same tough-but-fair management style to operations. Over the course of her 30+ years in the industry, Suzi has proven her business acumen and an ability to lead high-performing teams. 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.
Director, Agent & Client Engagement
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.
Director, Service Delivery
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.
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.
Support & Solutions Architect