In today's economy, it is critical to select a call center outsourcing partner to help you make the most of your customer interactions and it all starts with people.
As an employee-owned company, our core values drive our behaviors and decision making.
- Promoting a team atmosphere based on caring and respect for one another
- Inspiring passion for and commitment to our partners
- Practicing integrity and transparency to our partners
- Valuing creativity, initiative, and an entrepreneurial spirit
Our people have a vested interest in doing a great job and we have the right leaders in place to guide them. We know that satisfied and motivated employees perform better and ultimately deliver better results for our partners and USA800.
Every member of our executive leadership team embraces and practices this core belief within their team and across the enterprise. When we recruit and hire, we seek out individuals who understand how to motivate and develop employees within a performance based, customer-centric culture like ours. We demand our leadership provide a practiced and sustained behavior of collecting, respecting and valuing employee ideas and feedback because we understand it will manifest itself in greater creativity and buy in.
We invite you to meet our leadership team:
President, CEO, and Employee-owner
"My greatest satisfaction is watching our employee-owners think and act like owners."
Tom Davis joined USA800 in 1991 and is currently President and Chief Executive Officer. He is the driving force behind transforming the organization from a “boutique” telephone call center to a single-source, full service outsource solutions provider. Tom also led the Employee Stock Option Plan (ESOP) initiative, making USA800 the country’s largest employee-owned teleservices company.
Upon joining USA800, Tom brought with him the vision for organizational growth and holistic approach to the “one-to-one” marketing strategies demanded by businesses. Tom orchestrated the comprehensive upgrade of the company’s core infrastructure and through his leadership solidified strategic alliances with high tech organizations that bring the power of leading edge technology to the foundation of the operation.
Tom’s 20 year career includes serving in management and leadership roles spanning all aspects of the organization. His 360 degree view of the business, fueled by intrinsic knowledge of the discreet operational workings afforded Tom the experience and expertise required to lead USA800 and sustain unprecedented profitable growth. In 1996 he joined the board of directors and became president and CEO in 1997.
Tom is committed to giving back to the community through his community services involvement and participation in a local youth mentoring program.
In addition to his many career accomplishments, Tom was awarded Ingrams Magazine Top 40 Under 40, CEO and was selected as Finalist for the 2011 Ernst and Young Entrepreneur of the Year. Tom earned his BA in Political Science and Economics from Bucknell University.
DAN QUIGLEY Chief Operating Officer, CFO and Employee-owner
"USA800 is a vibrant, dynamic, and growing company dedicated to putting the needs of clients first."
Dan Quigley joined USA800 in 2006 and is currently Chief Operating Officer and CFO. In his current role, Dan is responsible for internal operations USA800’s contact center operations, client services, information technology, network, account finance and fulfillment.
Dan’s extensive career encompasses several senior leadership positions managing domestic and international contact centers. Prior to joining USA800, Dan held the position of VP of Direct Sales at Gateway Computer responsible for the $500 million consumer direct and small business call center operations.
Prior to joining Gateway, Dan served as VP with Bell Canada where he managed their 15 site/4500 agent call center network comprised of both internal and outsourced facilities. Dan’s responsibilities included management for 20 million contacts per year across the business, residential, internet, and direct marketing functions for sales, service, and support.
Throughout the 1990’s, Dan was with SBC/Ameritech (now AT&T), responsible for a variety of leadership functions including the redesign and launch of sales and service through call centers in Europe at Belgacom, Ameritech’s international partner in Belgium. He also held a variety of financial management responsibilities including Director of Internal Audit with Ameritech and Senior Accountant with KPMG, Inc.
Dan earned his Bachelors of Science from University of Illinois and his MBA from University of Chicago. He became a Certified Public Accountant (inactive) in 1985.
MIKE DOUGLAS Chief Information Officer and Employee-owner
"As key drivers of profit, customer-facing functions and operations present significant opportunities to increase revenue, reduce cost, and improve customer satisfaction."
Mike Douglas joined USA800 in 2010 and is currently Chief Information Officer. He joins the company with over 25 years’ experience in IT and Business Management Solutions Delivery. Prior to USA800 Mike worked with Walsworth Publishing responsible for development and delivery of customer-facing sales, marketing and customer service applications, including the PCI-compliant e-commerce system.
Mike’s background includes extensive experience and responsibility for multi-million dollar IT, contact center and business diagnostic, assessment and transformation projects for Fortune 500 companies. He has held practice leadership and engagement executive roles with major consulting and transformation companies such as IBM Business Consulting, Structured Logic and Unilever S.A. Across these roles he has earned a broad industry experience, including: Consumer Products (Packaged Goods); Pharmaceutical and Healthcare Products; Telecommunications; Telephony Products, and Specialty Chemicals. He brings to USA800 his expertise with technology applications and platforms such as SAP, Clarify, Siebel, MS-SQL, Oracle and various CRM applications.
Mike earned his Bachelors of Science Degree from the Durban Institute of Technology (So. Africa).
Career highlights include Mike’s current role of President of the Association of Contact Center Professionals (ACCP)/Board Member since October 2007 and a long list of business and technology education and certifications, civil engineering and military enlistment.
DAN LAKE Vice President of Contact Centers and Employee-owner
"I truly enjoy working for an employee-owned company because I have a direct effect on our success. I am motivated to put forth maximum effort in everything I do since it impacts my short and long term goals."
Dan Lake joined USA800 in 2009 and currently manages USA800's contact centers, representing nearly 8 million contacts in a 24x7 operation, including customer calls, email, chat and transcription. Prior to his current role, Dan held a Senior Manager role over USA800's Training, Quality and Support where he was responsible for the oversight and direction of all personnel and activities involved in training development, delivery, quality control, monitoring and help desk functions.
Previous career highlights include Manager of Call Center Operations at Comcast Cable where Dan had responsibility for coaching, mentoring and developing the Video Repair/Billing Customer Account Executive Team. Dan ensured that representatives created a quality customer experience while providing a high level of customer service during their customer interactions. Dan designed and implemented process improvements for metrics and behaviors to achieve team and call center goals.
Dan earned his MBA at University of Phoenix where he is currently on staff as an Instructor/Facilitator. He also earned his BSBA from Rockhurst University and attended Truman State University where he majored in Accounting and Management.
COREY KREMER Vice President of Business Development and Employee-owner
"There is nothing that compares to the pride of being an employee-owner of a company that continues to grow year after year regardless of the current economic climate."
Corey Kremer joined USA800 in 2003 and is currently Vice President of Business Development. He is responsible for overall new business acquisition, cost-effective solutions for campaign strategies, and future growth and marketing initiatives for existing and future clients.
Prior to joining USA800, Corey enjoyed a very successful career at Sprint where he earned numerous years of national recognition from Sprint Telecommunications including their “Employee of the Year” honors in 2001. His experience in telephony sales and management has been a very key ingredient to the success of our current growth and continues to fuel the future of our sales division. Corey is an outsourcing expert and on-going strategy consultant for many Not-For-Profit, Education, Healthcare, Financial, and Online Retail industry clients.
Corey’s past experience also includes very successful roles in the restaurant industry including that of Partner/VP of Operations for a successful chain of traditional authentic Irish pubs that continue to operate in Kansas City.
Corey has a degree from Thornton College in Business Management and is a member of American Telecommunications Association, ACCP, and of the Society of Consumer Affairs Professionals.
DAVID LABATT Vice President of Sales and Employee-owner
"My greatest satisfaction is seeing our company make a positive impact in our clients' business."
David LaBatt joined USA800 in 1994 and is currently Vice President of Sales. He is a driving force behind revenue growth of the organization, helping make the company’s nationwide footprint as the country’s largest employee-owned teleservices company.
David joined the company as the Corporate Trainer. David upgraded the company’s training curriculum through his leadership, strategic planning, and hard work in building a stronger foundation to partner the Training team more closely with the Operations team. In 2005, he joined the USA800 Executive Committee and appreciates being part of the company leadership team which drives culture, change, and improvements which help guide the whole company forward.
David’s 18-year career with USA800 includes serving in management roles spanning from training to business development, even serving as the Director of the company’s Spirit Committee for a few years. He is mostly excited and driven to see other USA800 employee’s “light bulbs switch on” when they realize the real impact that the companies ESOP program can and is making in their lives.
David earned his BA in Communications from Emporia State University and currently serves on the Board of Directors for Raytown/Lees Summit Credit Union.
MIKE LANGEL Vice President of Technology and Employee-owner
"My role is to oversee all aspects of the technology department; to look ahead for innovative ideas, processes, and systems to streamline and improve our partners’ experience and lower their overall costs...and to have fun doing it!"
Mike Langel joined USA800 in 1988 and is currently Vice President of Technology. He was instrumental in bringing USA800 from a $2M call center to a $30M employee owned contact center through advances in technology and moving from Legacy systems to XML based interfacing. Mike conceived, developed and implemented plans for the contact centers and has served in all contact center functions, including client services representative, CSR training, accounting, customer service and fulfillment. He also developed and structured the USA800 data processing center, including script design, data collection reports and analysis and system software design and maintenance.
Mike is certified in fiber optic termination technologies and an array of telecommunications switches.
JEANNE HICKS Senior Director of Operations and Employee-owner
"As Senior Director of Operations, my job is to make sure we exceed all expectations. We do this by designing customized training and quality assurance programs for each of our clients. no two businesses are exactly the same and we understand that what may fit well for one business does not always work for another. We strive to be a seamless extension of your company and we have a proven track record of exceeding customer goals and expectations. If you're not successful...we are not successful."
Jeanne Hicks joined USA800 in 1999 and is currently the Senior Director of Operations. In her current role, Jeanne forecasts staffing demand and allocates resources to balance client needs with technology, training and customer care requirements.
Jeanne’s experience and expertise includes scheduling, operations management and human resources management - a critical role in meeting the USA800’s ongoing recruiting needs. She is certified in AT&T's Route-It platform and has thorough knowledge of the skill-set routing technology that matches client needs with CSR skill levels.
MIKE BURLINGAME Senior Director of Client Services and Employee-owner
“As the leader of our Client Services delivery organization, we are passionate about delivering value to our partners through an awesome customer experience, excellence in operational execution, and adding value to our partners through proactive business insight.”
Mike joined USA 800 in 2008 and is the Senior Director of Client Services. In his current role, Mike leads a team of Account Managers who oversee the daily operations on behalf of our USA 800 partners. The team of Account Managers proactively coordinates the needs of our partners with internal departments to ensure that all aspects of programs are operating at and above expected levels of performance.
Mike’s work history has been well rounded and served him well in his current role with USA800. Mike has worked with a few large multi-national organizations such as Sprint where he specialized in Change Management and Project Management. He has worked for several years in the Contact Center environment, and has operated and owned his own business for several years. Mike thrives on building strong relationships where we can talk about problems and solutions. Properly identifying customer needs and proactively working solutions and results is what builds confidence with customers.
HEATHER COMBS Senior Director of Human Resources and Employee-owner
“We believe in an inclusive work environment which demonstrates the importance we place on front line Advocate’s in our action and behaviors. It is exciting working for a company where your voice is heard as an employee owner and everyone truly believes the employees are our greatest asset.”
Heather Combs joined USA 800 in November of 2007 and is the Director of Human Resources. In her current role, Heather is responsible for the strategic leadership of the Human Resources team. Her primary focus is on recruiting, screening, and hiring the bets talent with a cultural fit, as well as increasing overall employee engagement and internal communication through strategic positioning and targeted messaging.
Heather has held several leadership positions within USA800 in the areas of Client Services and Project Management, and Human Resources. In these roles, Heather developed a deep appreciation for the importance human resources plays in delivering value to our partners.
Prior to joining USA 800, Heather spent 4 years as a Project Manager at Hach Chemical in Ames, IA, one of the world’s largest manufacturers of water quality chemicals and instruments. She has a Bachelor of Science Degree from Iowa State University and a Master’s Degree in Project Management from the University of Wisconsin.
JR METZEN Senior Director of Operations Planning and Employee-owner
“As a contact center BPO, effective operations planning are essential to providing our partners with the divergent goals of exceeding service level goals while providing the most efficient use of resources. Our team is committed to consistently achieving these divergent goals through use of innovative technology, experienced and committed WFM and intra-day analysts, and process rigor.”
JR Metzen joined USA800 in 2007 and is currently the Senior Director of Operations Planning. In his current role JR manages the forecasting, scheduling, and intraday management departments while working with operations and client services to ensure client expectations are met with the appropriate amount of resources. In addition to overseeing the operation-planning department he works closely with the accounting team to track and evaluate USA800’s financial performance in relation to the use of the workforce. Prior to his current role, JR held the Call Center Director position in the Raytown location as well as a Senior Manager role over USA800’s command center.
Prior to joining the USA800 team, JR had operational roles with Sprint, First Horizon Home Loans, and Gateway Computers where he gained experience in coaching and developing employees as well as overall contact center management.