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.

Thomas P. Moroney, President & Chief Commercial Officer, leads business development activities and ensures alignment between TLCx and its clients. Mr. Moroney has worked in the contact center industry since 1990. He began his career with American Express where he worked his way from Associate to Director of Credit Operations.

In 1999, Mr. Moroney joined PRC, LLC, as Director of Client Services. He went on to lead PRC’s international expansion, as SVP Global Services, reporting to Mr. Cardella. Mr. Moroney also worked as EVP Business Development for TRG Global Solutions and more recently as CEO of Donnelly Communications, an Atlanta based boutique contact center provider focused on the retail and catalog industries.

Mr. Moroney is skilled at developing custom solutions designed to meet the exact needs of our clients. It is his role to negotiate win/win agreements and to ensure continued alignment and support, as client relationships grow and evolve.

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.

Joe Fiorello, VP International Operations, has twenty five years of experience in the contact center industry. Joe has worked on the Service Provider side of the BPO industry for more than 15 years, with a major focus on delivering results in both nearshore and offshore markets. He has excellent relationship management skills, earning the trust of employees and important clients during his time in leadership roles. Joe is a strong strategic thinker and successfully plans for future demands, staying ahead of implementation timelines. As a strong project manager, he holds all functional areas accountable for common goals and deliverables as we execute our expansion plans. Joe is a hands-on leader which empowers him to connect with all levels in the organization while developing strong skill sets in his direct reports.

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.

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.

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.

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.

Allison Krivachek, Vice President of Marketing at TLCx, boasts over 15 years of extensive experience in sales and marketing. With a proven track record, Allison leads the global marketing and sales team, applying her innovative approach to drive success. Prior to her role at TLCx, she held executive positions in e-commerce luxury goods, SAAS, and Ed tech, showcasing her versatility. Allison’s wealth of experience in digital transformation, sales, marketing, and leadership reflects her holistic and forward-thinking perspective. She is deeply passionate about crafting authentic and meaningful stories that resonate with clients, customers, and employees alike.

Allison graduated for Loras College with a B.A. in Marketing. Outside of the office Allison enjoys spending time with her 2 boys, traveling, and being heavily involved in the community as a philanthropist, embodying her commitment to making a positive impact beyond the office. Allison is located in Cedar Rapids, Iowa at corporate headquarters.

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.

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.