We’re excited to announce the promotion of Vincent Tierres, EMBA to Chief Operating Officer (COO) at TLCx. With 25 years of BPO and CX operations experience, Vince has built a reputation for operational excellence, disciplined execution, and consistently exceeding client and company performance expectations. In his role as COO, Vince oversees global service delivery with a particular focus on our domestic and nearshore operations—driving efficiency, quality, innovation, and scale as TLCx continues to evolve as a CX Transformation Partner powered by TLCx LaunchPad™. Prior to TLCx, Vince held senior operations leadership roles managing high-performing contact center teams and global multi-million-dollar operations in fast-paced environments. He holds a B.A. in Business Management from the University of Texas at San Antonio and an Executive MBA from the University of Texas at El Paso. Equally important, Vince is a people-first leader who is deeply committed to developing talent, building strong teams, and investing in continuous improvement—both professionally and personally. Based in our El Paso, TX operation, Vince brings the operational rigor and human-centered leadership that define TLCx’s employee-owned culture. Congratulations, Vince—thank you for your leadership and impact.

We’re proud to announce the promotion of Sorabh Kaila to Chief Financial Officer (CFO) at TLCx. Sorabh is a strategic, data-driven finance leader with more than 20 years of experience across FP&A, business intelligence, pricing strategy, forecasting, and enterprise profitability. Throughout his career at organizations including Teleperformance, Aegis, and Global Vantedge, he has consistently translated complex data into actionable insight—fueling automation, operational efficiency, and measurable business outcomes across global markets including the U.S., Philippines, and Canada. As CFO, Sorabh will oversee financial strategy, capital allocation, investor relations, and risk management —while championing data-led transformation and operational excellence at the core of TLCx’s employee-owned culture and our TLCx LaunchPad™ platform. With a master’s degree in data science from the University of Colorado Boulder and certifications including Six Sigma Black Belt, Project Management, and Corporate Finance, Sorabh brings a rare blend of financial acumen, analytical rigor, and operational insight. Congratulations, Sorabh—we’re excited to have you helping shape the next chapter of TLCx’s growth as a leading CX Transformation Partner.

Industry Veteran Joins Leadership Team to Drive Growth and Innovation CEDAR RAPIDS, Iowa, Jan. 29, 2025 /PRNewswire/ — TLCx, a leading certified veteran-owned provider of customer experience (CX) outsourcing services for Fortune 500 companies, is pleased to announce the appointment of Bryan Gray as Chief Commercial Officer (CCO), effective immediately. Industry Veteran Joins Leadership Team to Drive Growth and Innovation Bryan Gray joins TLCx with over two decades of experience in the outsourcing and offshoring consulting industry, where he has excelled in driving revenue growth and leading high-performing teams. His expertise in AI-powered growth and customer service innovation, coupled with his strategic vision, has enabled him to scale businesses, develop effective go-to-market strategies, and establish transformative partnerships. Mr. Gray’s passion for leveraging generative AI positions him to significantly enhance customer experiences while optimizing sales, marketing, and operational efficiencies at TLCx. Before his tenure at TLCx, Mr. Gray served in pivotal roles at Alorica. As President of Financial Solutions, he significantly enhanced the brand’s market position within the banking and capital markets sector, contributing to substantial revenue growth and service expansion. Prior to that, he led the company’s expansion into the banking, fintech, and energy sectors, doubling annual revenues through his oversight of global digital and customer care operations for major U.S. financial institutions and others.  In previous roles Mr. Gray has led strategy and operations for retail, technology, and consumer packaged goods sectors for globally recognized market leaders as well. In his new role at TLCx, Mr. Gray will spearhead the company’s commercial strategy, enhance business development efforts, and nurture client relationships. His focus will be on driving new sales opportunities within TLCx’s key verticals including BFSI, Retail, Healthcare, Government, and Media & Entertainment. He will also aim to strengthen ties with existing clients, expand services, elevate TLCx’s brand as a thought leader in the BPO and contact center industry, and push forward the adoption of digital tools and AI to improve efficiency and customer experiences. “We are thrilled to welcome Bryan to the TLCx family,” said Tom Cardella, Founder and CEO of TLCx. “His extensive experience and proven track record in the industry make him an invaluable addition to our leadership team. We are confident that Bryan’s strategic vision and commitment to excellence will propel TLCx to new heights as we continue to redefine the standards of service in CX outsourcing.” Mr. Gray commented on his new role, “I am honored to join a company that places such a strong emphasis on a people-first philosophy and operational excellence. I look forward to working with the talented team at TLCx to drive growth and deliver unparalleled customer experiences for our clients while accelerating our technological capabilities.” Founded in 2007 by Tom Cardella, TLCx has grown into a highly respected U.S.-based provider with 14 global locations. The company specializes in end-to-end custom solutions for customer care, acquisition, loyalty, retention, back office, and technical support, underlining its commitment to a people-first approach.  About TLCx:TLCx is a certified veteran-owned company dedicated to enhancing customer experiences for Fortune 500 companies through innovative outsourcing solutions. With a focus on operational excellence and a people-first culture, TLCx has been a trusted partner in the CX industry for 18 years. For more information about TLCx, visit www.tlcx.com. Read the News Article

CEDAR RAPIDS, Iowa, Aug. 13, 2025 /PRNewswire/ — TLCx is taking a significant step toward its long-term vision of transforming the healthcare patient experience. This move underscores the company’s dedication to pioneering a new era of healthcare, one rooted in thoughtful design, patient-centered systems, and clinically sound innovation. “This is more than just a clinical appointment; it signifies a key milestone in realizing TLCx’s Vision 2030,” said Dr. Zachary Ries, Chief Medical Officer. “It will pioneer a new era of healthcare patient experience driven by intelligent design, human-first systems, and clinically grounded innovation.” TLCx is pleased to welcome Dr. Zachary Ries as its first Chief Medical Officer. This decisive appointment highlights TLCx’s dedication to reshaping the patient experience through clinically grounded innovation and human-first systems. Dr. Ries’s expertise will be instrumental in guiding TLCx toward its Vision 2030, which focuses on creating a healthcare journey prioritizing the needs and well-being of patients. Tom Cardella, Founder and CEO of TLCx, added, “I’ve known Dr. Ries for many years, and I couldn’t be more excited to have him join TLCx, especially at this time of transformation through human-driven AI solutions. His expertise and vision will be pivotal as we redefine healthcare delivery.” Dr. Zachary Ries is a Board-Certified Orthopedic Spine Surgeon from Des Moines, Iowa, with nearly 18 years of medical experience. A University of Iowa graduate with advanced fellowship training at Norton Leatherman Spine Center, he is dedicated to improving patient care through clinical expertise and innovation. The addition of a Chief Medical Officer will benefit the company in the following ways: Enhanced Clinical Leadership: Dr. Ries will provide vital leadership, ensuring TLCx’s strategies and innovations are firmly rooted in medical expertise. Patient-Centered Approach: With Dr. Ries at the helm, TLCx will further emphasize a patient-centered approach, designing systems and experiences that address the unique needs of each individual. Realization of Vision 2030: This appointment marks a milestone in realizing TLCx’s Vision 2030, moving the company closer to its goal of transforming healthcare patient experience. Drive Innovation: Dr. Ries will also help drive innovation at TLCx, leading development of products, services, and solutions that improve patient experience and outcomes. About TLCx:TLCx is a certified veteran-owned company dedicated to enhancing customer experiences for Fortune 500 companies through innovative outsourcing solutions. With a focus on operational excellence and a people-first culture, TLCx has been a trusted partner in the CX industry for 18 years. For more information, visit www.tlcx.com. Read the News Article

Please join us in welcoming Katia Acciarresi as Vice President, BFSI Solutions at TLCx. Katia brings a strong track record in shaping customer experience strategies for the BFSI sector, with a clear focus on aligning operations, technology, and client outcomes. Her approach is rooted in understanding the nuances of financial services and building solutions that drive both efficiency and trust at scale. At TLCx, she will be leading our BFSI initiatives, working closely with teams and clients to strengthen domain-led solutions and deliver measurable impact where it matters most. We’re excited to have her on board and look forward to the momentum she brings. Welcome to TLCx, Katia.

Technology Veteran to Accelerate AI Innovation and Advance Vision 2030 Iowa City, IA – February 2, 2026 – TLCx, a certified veteran-owned leader in customer experience (CX) outsourcing for Fortune 500 companies and enterprise clients, today announced the appointment of DeJon Gaines as Chief Technology Officer (CTO), effective February 2, 2026. With over 20 years of executive leadership in enterprise digital transformations, Gaines has a proven record of aligning advanced technologies—cloud architecture, AI-driven solutions, cybersecurity, and global team-building—with business goals to drive efficiency and measurable results. His experience at Conduent, Xerox, and Affiliated Computer Services includes leading large-scale initiatives that leverage intelligent automation and data insights to elevate operational performance and customer experiences. At TLCx, Gaines will spearhead the company’s technology roadmap, including the ongoing evolution of TLCx LaunchPad™—the modular CX transformation platform that adapts to client needs across foundational delivery, AI augmentation, and collaborative innovation. Built on explainable AI, real-time agent guidance, and comprehensive 360° customer views, LaunchPad delivers human-centered, scalable experiences grounded in trust, compliance, and empathy. Gaines will also play a critical role in advancing TLCx Vision 2030, the company’s strategic commitment to sustainable value creation for clients, employees, and the environment through responsible AI and human ingenuity. This ESG-integrated approach positions TLCx as a trusted partner redefining customer-first service in a rapidly evolving economy. “I joined TLCx because this team is poised to make technology a genuine growth driver, not just a support function,” said Gaines. “The most powerful technology strategies are those that create tangible value for clients. I’m focused on building solutions that give our clients measurable competitive advantages, and leveraging AI, advanced analytics, and cloud innovation to deliver outcomes that truly matter.” “DeJon is a proven transformative leader whose AI and digital expertise perfectly complements our people-first culture,” said Tom Cardella, Founder and CEO of TLCx. “He will accelerate Vision 2030 and solidify TLCx LaunchPad™ as the foundation for scalable, future-ready CX innovation.” Bryan Gray, Chief Commercial Officer, added: “DeJon’s arrival enables us to deliver even more integrated, high-impact solutions—combining our human-centered expertise with next-gen AI, cloud, and automation. We’re excited to help clients scale empathy, achieve better outcomes, and gain a true competitive edge.” Gaines’ leadership will play a central role in advancing TLCx Vision 2030, strengthening the company’s ability to deliver responsible, AI-enabled CX solutions at scale. About TLCxFounded in 2007 by U.S. veteran Tom Cardella, TLCx is a certified veteran-owned, 100% employee-owned customer experience (CX) provider delivering end-to-end, customized outsourcing solutions for Fortune 500 and enterprise clients. With U.S.-based leadership and global operations, TLCx supports voice and digital channels, back-office services, multilingual programs, and omnichannel orchestration across industries including Healthcare, Government, BFSI, Retail, Energy, and Media & Entertainment. Guided by a people-first culture, operational excellence, and intelligent automation, TLCx transforms every interaction for consumers, patients, members, and citizens. Visit www.tlcx.com for more information. Read the Press Release

CPG partners with TLCx to modernize patient access and healthcare TLCx for health centers nationwide BOSTON, Feb. 26, 2026 /PRNewswire-PRWeb/ — CommonWealth Purchasing Group (CPG), a leading national group purchasing organization serving more than 900 community health centers and nonprofit healthcare organizations, today announced the addition of TLCx to the CPG Vendor Network. This partnership reflects a shared commitment to helping Federally Qualified Health Centers (FQHCs) improve patient access, reduce administrative burden, and strengthen care continuity — while operating within the realities of funding and compliance. Adding TLCx Care Connect strengthens our ability to help members modernize patient access, reduce administrative burden, and reinvest savings into patient care.”Rich Napolitano, Executive Director & Senior Vice President of CPG TLCx Care Connect joins CPG as a Healthcare CX Transformation Partner, bringing a Human-First, Tech-Powered approach designed to modernize patient access strategies without compromising the community-centered care model that defines FQHCs. Why This Partnership Matters Now Community health centers nationwide face mounting pressure: Together, CPG and TLCx Care Connect will address these challenges at scale — helping members improve responsiveness, operational efficiency, and patient satisfaction while maintaining strict compliance standards. A Transformation-Led Approach In lieu of offering generic outsourcing services, TLCx Care Connect works through use-case-led transformation initiatives tailored to healthcare realities, including: TLCx Care Connect integrates people, process, automation, and AI through its LaunchPad™ enablement framework — ensuring work is sequenced strategically and aligned to measurable healthcare outcomes. Exclusive Access to TLCx LaunchPad™ As part of the CPG Vendor Network, members will gain access to TLCx LaunchPad™ — a modular healthcare CX transformation framework designed to accelerate digital enablement without operational disruption. LaunchPad™ enables health centers to: Rather than approaching modernization as a costly system overhaul, LaunchPad™ allows organizations to advance through focused, scalable phases that improve patient access, reduce administrative burden, and strengthen care continuity. Secure, Scalable, Healthcare-Ready Founded in 2007, TLCx employs more than 3,500 professionals across 14 global locations and supports services in 20 languages. The organization operates under SOC 2 (SSAE), HIPAA, and PCI compliance standards and conducts annual penetration testing to maintain enterprise-grade cybersecurity. CPG members gain access to scalable, compliant services, including: Executive Perspectives “At CPG, our mission is to equip community health centers with strategic partnerships that create measurable impact,” said Rich Napolitano, Executive Director & Senior Vice President of CPG. “Adding TLCx Care Connect strengthens our ability to help members modernize patient access, reduce administrative burden, and reinvest savings into patient care.” Bryan Gray, Chief Commercial Officer at TLCx, added: “Community health centers are under extraordinary pressure to do more with less. Our partnership with CPG allows us to move beyond traditional contact center services and deliver outcome-focused healthcare CX transformation. Through Human-First, Tech-Powered solutions, we help FQHCs improve patient access, alleviate staff burnout, and build scalable systems that support long-term care continuity. This is about measurable impact — not just answering calls.” This partnership reinforces CPG’s mission to enable operational efficiency so members can reinvest in care — aligning with a broader Vision 2030 focused on sustainable, technology-enabled patient experience improvement. About CommonWealth Purchasing Group Commonwealth Purchasing Group (CPG) is a national group purchasing organization serving more than 900 community health centers and nonprofit healthcare organizations. CPG helps members drive operational efficiency, reduce costs, and align with strategic vendor partners—enabling organizations to reinvest more resources directly into patient care. To learn more about TLCx Care Connect or explore enrollment through CPG, visit www.cwpurchasing.com or connect with your Member Resource Consultant. About TLCx Care Connect TLCx Care Connect is a certified veteran-owned company dedicated to transforming customer and patient experiences for Fortune 500 and healthcare organizations through innovative, human-first, AI-powered outsourcing solutions. Built on service, driven by people, and powered for tomorrow, TLCx Care Connect delivers tailored strategies and scalable execution that improve access, engagement, and outcomes. For more information, visit www.tlcx.com. Read the News Article