Our Leadership

Thomas (Tom) L. Cardella, Chief Executive Officer, has been a pioneer and successful entrepreneur in the Contact Center industry for 30 years. He has two successful start-ups behind him. His first company, Access Direct, founded in 1995, grew to 2200 employees in five years, and was sold to Interactive Corp (IAC) in 2000. Access Direct was #8 on the Inc 500 list in 2000, and Tom Cardella was an E&Y Regional Winner in 1998. Tom was an E&Y Entrepreneur of the Year Award finalist in 2011, 2019, and 2020. In 2021, Tom earned the People Focused CEO of the Year Bronze Stevie Award from the International Business Awards and the Contact Center Leader of the Year Gold Award from the Stevie’s as well.

After selling Access Direct, Tom went on to run PRC LLC, one of Interactive Corp (IAC) companies, with 15,000 employees around the world. In 2007, he founded TLCx. While Tom is the only investor in TLCx, he issued over 33% of the company stock to the initial leadership team and other employees.

TLCx operates BPO centers in seven communities in the United States, and also maintains international operations in India, The Dominican Republic, Colombia, and The Philippines. The Company employs approximately 3,500 team members globally Fortune 1000 clients.

Tom completed his Executive MBA at the University of Iowa. He is actively involved as an Adjunct Professor at The University of Iowa College of Business. Tom also actively supports and is involved with charitable organizations such as Ronald McDonald House, Special Olympics, Big Brother Big Sisters, and other organizations.

TLCx is a certified Veteran-owned business by the National Veteran Business Development Council (NVBDC) based on Tom’s military service.

Kim Fox, Senior Vice President of Customer Experience, has over 15 years of experience in the contact center industry, supporting various industries including retail, telecommunications, financial services, education and publishing across inbound and outbound channels.

Ms. Fox has valuable experience in operations, client services, training development and quality assurance. This level of experience enables Ms. Fox to lead highly functioning teams, focused on providing clear and accurate assessments.

She works closely with clients to benchmark performance, ensuring alignment in measuring each and every transaction.

Vince Tierres, the Vice President of Operations for Brick and Mortar sites globally at TLCx, has 25 years of experience in the BPO industry. With a proven track record of meeting/exceeding client and company expectations, Vince leads operations for our domestic and near shore centers by applying strategic planning & business process improvement initiatives to drive operational success. Prior to joining TLCx, he held Director roles for several organizations with experience managing highly successful Call Center resources, teams, and productivity programs in a fast-paced environment supporting multi-million-dollar revenues.

Vince graduated from the University of Texas at San Antonio with a B.A. in Business Management and is currently completing coursework to obtain his Executive MBA from the University of Texas at El Paso. Outside of work Vince enjoys spending time with his wife of 19 years and his two kids. He and his wife have a passion for traveling, eating healthy and staying fit. He also has a passion for developing leaders and helping individuals reach their full potential. At the same time, he continues to learn and develop himself so he can continue to grow both personally and professionally. Vince is located in our Las Cruces, NM location.

Brian Theusch is a seasoned veteran in the contact center industry, with over 25 years of experience and 17 years at TLCx. As the Senior Vice President of Information Technology, he has been instrumental in shaping the company’s IT strategy and leading the team towards success. Brian’s extensive knowledge and expertise in information security, data warehousing, and application development have enabled him to provide cutting-edge solutions for clients across various verticals. With a proven track record of delivering results, Brian is deeply passionate about his work and committed to making a positive impact beyond the office.

Outside of work, Brian’s passions include astronomy and spending time with his grandchildren. He finds solace in these interests, which allow him to unwind and recharge. Brian’s dedication to his work and his outside pursuits is a testament to his commitment to excellence and his desire to make a meaningful impact on the world around him. As he continues to lead the IT team at TLCx, Brian remains focused on driving innovation and delivering exceptional results for clients. Brian is located at the corporate headquarters in Cedar Rapids, Iowa.

Zeb Reardon serves as the Vice President of Information Security, and is responsible for overseeing all Information Security and Network Administration.

Zeb is an experienced Senior Security Professional with a demonstrated history of working in the outsourcing industry.

Throughout his career, he has overseen the IT Networking Department ensuring uptime and security of our Enterprise while working within scope of PCI, SOC, and ISO compliance. His department has built multiple AI tools that are used to streamline and perform functions providing an effective and efficient department.

He oversees all domestic and offshore Datacenters, IaaS, PaaS locations along with our Secure Remote Worker (SRW) solution.

David McCormick, Senior Vice President of Work at/from Home Solutions, is a seasoned Senior Organizational Leader with 20 years of Global Operations and Training leadership in transnational corporations.

He has a proven track record of improving operational excellence through strategic learning solutions, organizational development and human performance improvement initiatives.

Prior to join TLCx in 2018, he held Leadership positions within eBay, Sitel and Shop At Home. David earned his MBA in 2002 and Black Belt in Six Sigma in 2006.

Tina Becerra-Hinsley, VP of Client Services, brings almost thirty years’ experience to our company. Tina joined TLCx in 2015 and has managed several complex programs on behalf of our many clients.

Before working at TLCx, she spent time in banking and other BPO companies. Tina has tremendous experience supporting outbound engagement and sales, empowering her to deliver a consistent ROI for her clients.

She is equally adept at managing inbound or omnichannel requirements. Her attention to detail and will to win are key aspects of her ethos. Located in the Midwest, Tina oversees service delivery from multiple US locations.

Adam Nemmers, VP Client Services, promoted to Vice President in 2022 recognizing twenty years of experience in the BPO industry and nine years’ of successful tenure at TLCx. During this time, Adam made many positive contributions to the success and growth of the company. From a starting position of front line representative early career in his career, he traveled through just about every position in Operations and Client Services, ensuring a very strong understanding and appreciation of every impactful role in a contact center. Adam manages an important portfolio of premier accounts for the company including Specialty Manufacturing Retailers and Financial Services. He routinely demonstrates his ability to build strong relationships with clients and colleagues, while coaxing superior performance in service delivery.

Ashley Hahesy, VP Finance, has been with TLCx for five years. She is responsible for financial reporting and oversight of the finance team including accounts receivable, accounts payable, and payroll.

She also works closely with operations to ensure the company is meeting financial performance forecasts and implements process improvements to aid in superior performance and improve internal control standards.

Prior to working at TLCx, Ms. Hahesy worked in public accounting for over eight years.

Her prior experience with businesses in similar industries allows her to take a strategic approach in managing the financial aspects of the company.

Myka Gilchrist PHR, Director of HR, has been with TLCx for eight years.

Ms. Gilchrist began on the phones and worked her way up as a Supervisor and Recruiter. After receiving her Bachelor’s Degree and PHR (Professional in Human Resources Certification) in 2016, she has become the Director of Human Resources for TLCx.

Her areas of expertise include recruitment and recruitment marketing, employee recognition, employee relations, and labor law.

Ms. Gilchrist has been very successful at creating a culture of collaboration and teamwork where employees can feel empowered and valued.

Carprina Toran, Quality Assurance Manager, has been with TLCx  for over 10 years. She started as a Sales Representative and was promoted from a Back-Up Quality Assurance Representative to a full-time Quality Assurance Representative.

She has taken on a new management role in the company as the Quality Assurance Manager. She oversees and manages all Quality Assurance Representatives across the company, by overseeing their performance, training, and onboarding.

She is a very nurturing person and enjoys developing people and ensuring that they reach their highest potential. TLCx has always been like a second family to her. We work hard, and we have fun doing it.

Melissa Harris, Site Director, has worked in the CX industry for more than 15 years, beginning her career as a Customer Service Representative. She joined TLCx in 2010 and has performed very well in several advancing roles including Quality Assurance Representative, Supervisor, Program Manager, and now Site Director.

As site director, Melissa brings extensive experience in managing complex Care and Sales programs through both Inbound and Outbound Engagement. She is known for her ability to create high-performing and motivated teams that consistently deliver against expectations.

Melissa earned a bachelor’s degree in Entrepreneurial and Small Business Operations from Buena Vista University in 2012.

Michael Matejka, SVP Client Services, is a dynamic client services executive with 20 years of proven success in launching, managing and growing client campaigns across multiple industries.

He is recognized as an expert in leading sales and care programs and understands how to engender superior performances from our associates.

Prior to joining TLCx, he was regional operations manager at Access Direct, reporting to Mr. Cardella.

Michael is a founding member of TLCx and consistently demonstrates his abilities to coordinate and direct new and existing business opportunities.

Kit Mcmann, Training Manager has been with TLCx for 13 years and oversees training for all of our locations. Kit is responsible for assigning trainers to classes, developing trainers to maintain exceptional customer service and attrition. Kit is instrumental in the success in our programs and has been involved opening and expanding our locations in Iowa, Georgia, Texas, New Mexico, Dominican Republic, and India. When Kit is not in the office she enjoys spending time with her husband, dog, and family. Kit is also an avid Iowa Hawkeye fan. Kit is based out of Cedar Rapids, Iowa.

Nichole Zinnert has been at TLCx for 15 years with leadership experience in multiple departments including Operations, Training, and Client Services. As an Account Manager, Nichole boasts experience in implementing new sales and customer service campaigns while maintaining & growing strong relationships with existing clients. Using her previous training experience, she specializes in team development and retention while maintaining client satisfaction metrics.

Nichole is located Keokuk, Iowa with her husband and two children. In her free time, she enjoys traveling, gardening, and boating on the Mississippi River in the summer months.

Miguel Familia has over 20 years of experience in the BPO industry, and enjoys working with others and building new leaders for tomorrow’s world. Miguel has had the opportunity to work in several departments through time including Recruitment, Learning & Development, Compensation & Benefits, Quality Assurance, Operations Management, Sales Manager and Client Services. Miguel has Prior experience in global/regional roles in Sales, Operations and HR roles in Telecommunications, Retail, Industrial Supply and E-commerce. When not working he enjoys riding motorcycles. Miguel in located in the Dominican Republic.

Bill Miller is a Senior Telecom Network Administrator, and has been with TLCx for 13 years. Prior to TLCx, he had 24 years’ experience as Programmer and Director of Technology roles.  Bill is responsible for writing scripts & agent procedures to support thousands of computers & hundreds of servers, along with supporting thousands of users with phones, computers, printers, TVs, etc. He also boasts experience as a facilities manager for physical security, policies, and physical access procedures. Bill specializes in multitasking with cognitive thinking to solve multiple tasks at hand. 

Bill earned his Bachelor of Computer Science from Iowa State University in1987, and is located in Cedar Rapids, Iowa. He enjoys traveling, photography, scuba diving, water sports, bicycling, hiking, golf, home improvement, and home automation.

DCarlos Redmond has been with TLCx for 17 years, with 25 years’ experience in the IT industry. In his role, he enjoys finding & building solutions to meet our clients’ needs. DCarlos is located in our corporate site in Cedar Rapids, IA. He enjoys golf, bowling, and spending time with family. DCarlos earned his BA in Management Information Systems from University of Northern Iowa.

Kelly Smith, Director of Payroll, has been with TLCx for over 16 years, and has been working with Tom C. in the call center industry for 28 years. Starting as a phone representative, Kelly soon worked her way up to Corporate Administrative Assistant for many years before moving to the payroll department. Since working with TLCx, she further excelled into the Director of Payroll position. TLCx is an amazing place to work as it feels like family to her.

Kelly lives in Amana, IA with her husband, two boys & two dogs.  In her free time she enjoys being outside, kayaking, traveling, being with family & friends and her pups.

Jason Martin, Systems Network Administrator, started in the call center industry in 2004 as a sales agent. Jason moved his way through Operations and Quality Assurance while completing his AAS in Network Administration.  In 2007, he moved into his IT role. 

Jason has been with TLCx since 2018, and had worked for Tom Cardella’s first company previously. Jason’s role includes handling all systems, network, PCI and SOC compliance. He is located in the Cedar Rapids, IA corporate office.

 Amy Phillips, Payroll/Finance Support Specialist, has been with TLCx since 2018. Amy’s primary roles include updating employee information and processing employee payroll, proving her attention to detail and organization. She lives in Cedar Rapids, IA with her husband and dog. Outside of the office, Amy enjoys going to concerts, movies, and spending time with her family.

Angelo Papalexatos, Helpdesk Support Administator, is a highly motivated individual with 22 years contact center experience. Angelo had worked for 4 years as Quality Assurance specialist and Supervisor for DirecTV and understands the need to resolved issues quickly. Angelo brings 18 years of experience as an IT support administrator, supporting SITEL, his peers and DirecTV Client. DirecTV awarded Angelo with their Service Excellence Award for helping support their Virtual Product Library (VPL) system. 

In his current role, Angelo supports with all computer and software needs, including but not limited to setup/configurations, maintenance, troubleshooting, and repair which covers the SW & MW regions. This includes SRW support local in the US and our overseas locations in Colombia and the Philippines.

Allison Armstrong, Financial Analyst, has been with TLC for 6 years. She started on the phones and has worked in many different positions within the company including operations, administrative, client services and now finance. Within her previous employers, dealing with numbers and analytical data has always been part of my expertise. 

Allison is currently enrolled to receive my associate in accounting and have a passion for finding solutions to problems. Outside of the office, she enjoys spending time with her two children, traveling, and golfing. Allison is currently a remote worker located in Bloomfield, Iowa.

Jess Zinnert, Account Manager, have been with TLC since we opened in Keokuk in 2008, and worked previously for Tom Cardella at Access Direct & PRC from 2002 until TLCx opened. Jess started as an agent on the phones, then moved up into Operations and Training for many years before transitioning to a Client Services role. 

Jess brings extensive knowledge & experience with new client onboarding, and highlights success with clients in the mortgage industry. Outside of work, he enjoys golfing, boating, and traveling with his family. He is located in Keokuk, IA.

Dan Murphy, Site Director, has worked in the call center industry for 18 years.  He began his journey in 2006 as an agent on the phone, and quickly advanced roles to supervisor to Program Manager and currently Site Director in the Keokuk, Iowa location. Dan’s experience includes working on and managing several types of programs from Outbound Sales to Inbound Customer Service.  He loves the competitive nature of our industry and the camaraderie it brings.

 Sheila Dietel, Director of Finance Services, has been with TLCx since June of 2008.  Having been in the industry for over 30 years means that she has been able to experience many aspects of the field including: sales, data entry, quality assurance, training, administrative assistant, eventually finding a home in the finance department.  Sheila began in payroll before landing in accounting. In addition to AP/AR duties, she also coordinates and maintains licensing for insurance agents and state compliance registrations. 

Sheila graduated from Mt Mercy University (College) in Cedar Rapids, IA with a Bachelor of Science in Business. After many years in Iowa, she returned to Colorado where she grew up in order to spend more time with family. It is not unusual to catch her adding to her collections while antiquing or thrifting at local shops and auctions with friends or supporting her niece’s many activities.

Nakieya Pulley, Site Director, has worked in the CX industry for more than 17 years. Nakieya began her career as a CSR and worked through varies positions in the industry. Nakieya joined TLCx in 2021 and has held several positions to include Director of Training, Client Services and now Site Director. 

Nakieya brings extensive Operational experience. Nakieya is known for her passion of people and development along with the ability to execute a high performing team that delivers results.

Keisha Manternach, HR Generalist, brings a wealth of experience and a deep understanding of our company’s culture and operations with a decade of dedicated service to TLC. Starting her journey with TLC as a customer service agent in Coralville, she quickly demonstrated her leadership abilities, becoming a supervisor within just six months. Her talent for training and development saw her transition into the role of trainer after a year of supervising.

Her career progression continued as she moved up to Cedar Rapids to take on the responsibilities of a recruiter. In January 2017, she joined the admin staff in CR, where her skills and versatility were further honed. By April 2022, her hard work and commitment were recognized with a promotion to HR Generalist, joining the corporate staff.

In addition to her primary role, she is trained to assist in the payroll and marketing departments, showcasing her adaptability and comprehensive skill set. Her educational background includes high school and some college coursework, contributing to her practical and grounded approach to HR management.

Outside of work, she enjoys spending quality time with her nieces, attending their sporting events, and indulging in her passions for cooking and crafting. Her diverse interests and dedication to her family and hobbies reflect the well-rounded and community-focused individual she is, both personally and professionally.

Santos Granados, Site Director for the Dominican Republic Location, started on the phones on a sales campaign in 2018. Quickly he moved up the ranks holding multiple positions over his leadership journey with TLCx both in Training and Operational Roles. During his six year tenure with TLC, Santos has been involved in campaigns that were centered around Customer Experience, Business to Business Sales, Business to Consumer Sales, Technical Support, and Telemarketing Sales. On his free time he enjoys playing and watching basketball, and he is a very big Boston Celtics Fan.

Santos recently relocated to the Santo Domingo, Dominican Republic in where he resides. However he spent a majority of his life living in cities Las Vegas, Nevada & Dallas, Texas.

Anthony “Tony” Nunez, Client Services Manager, has 16 years of experience in the contact center industry with 10 years of leadership experience. He started as an agent and worked his way up the ladder to becoming an operations manager. While in this role, Tony had the opportunity to work closely with different clients from various LOB’s and understood that this was his calling to be part of the Client Services and embarked on that path since February 13th, 2023, with TLCx.

“I’m grateful to TLCx for giving me the opportunity to be part of the CS team, where I’m able to work diligently for the growth of the company and the partnership with our clients, while having a wonderful time and learning form the great leaders this company has.”

Tony is located in the beautiful island of the Dominican Republic, Santo Domingo, has 4 amazing children. One of his hidden talents is singing and Tony is a volunteer firefighter in the Dominican Rep. He is a passionate individual, goal oriented and driven by his devotion to his wife and kids. 

Hi favorite quote is “Give a man a fish and he will live for a day, teach a man to fish and he will live for a lifetime” by Chinese philosopher Lao Tzu.

 Adam Tellez, Sr. Account Manager, has 13 years of contact center experience across multiple departments including, Quality, Training, Operations, and Client Service. After joining TLCx in 2018, Adam has managed multiple accounts across sales and service channels and strives to proactively manage performance to ensure consistent delivery of required KPIs.

Prior to joining TLCx, he was the Training Manager for a Colorado contact center managing a team of ten trainers in the telecommunications industry, and On Job Training Manager for Sitel responsible for the integration of new hire employees to the production environment.