Who We Are: Executive Team
Chairman and Chief Executive Officer
Kenneth D. Tuchman sees the world from the customer’s perspective. In 1982, fed up with the way businesses were operating customer care as a burden and a cost center, he founded TeleTech to transform the way companies deliver the customer experience.
With his innate understanding of the power of data and technology to connect customers directly with brands, Tuchman saw the customer experience revolution on the horizon and built a company to lead it. His perspective on the importance of the customer as a strategic asset fuels TeleTech's culture of technology innovation and operational excellence. With a holistic approach that integrates strategy, process, technology, and execution capabilities, TeleTech helps its Global 1000 clients turn the complexities of customer care into a seamless competitive advantage that delivers customer loyalty and long-term sustainable economic growth.
Tuchman is TeleTech's chairman of the board of directors and chief executive officer.
James Barlett was elected as TeleTech's vice chairman in October 2001. In this role, Barlett is actively involved in facilitating strong relationships with new clients and building strategic alliances with key partners.
Previously, Barlett served as the chairman, president, and chief executive officer of Galileo International, where he acquired the online travel provider, Trip.com. Prior to joining Galileo, Barlett served as executive vice president of Worldwide Operations and Systems for MasterCard International Corporation, overseeing its global program for innovative technology replacement. Before MasterCard, Barlett was executive vice president of operations for NBD Bancorp. He also served as vice chairman of Cirrus, Inc. .
Executive Vice President, Chief Administrative and Financial Officer
As TeleTech's chief financial officer, chief administrative officer, and executive vice president, Regina Paolillo leads TeleTech's finance, treasury, and accounting functions, as well as the enterprise human capital and mergers and acquisitions teams.
Prior to joining TeleTech, Paolillo was the CFO and EVP for Enterprise Services for the TriZetto Group, Inc., a privately held company providing technology-enabled solutions to the healthcare industry. She has also held CEO, CFO, and other executive leadership positions at General Atlantic. Prior to General Atlantic, Paolillo served as CFO, COO, and ultimately CEO at Creditek. After Creditek was acquired by Genpact (NYSE: G), Paolillo became the executive vice president of Revenue Cycle and the Mortgage Services Division. Before Creditek, Paolillo was the CFO and EVP of Corporate Services at Gartner, Inc. (NYSE: IT).
Executive Vice President of Customer Management Services
Martin F. DeGhetto, 55, serves as TeleTech’s Chief Operations Officer, Executive Vice President, Customer Management Services, TeleTech’s largest business segment. Mr. DeGhetto joined TeleTech as Executive Vice President of Operations in 2010 and assumed the responsibilities for TeleTech’s information technology in 2012. Between 2008 and 2010, Mr. DeGhetto was an executive vice president and chief operations officer commercial division at Connextions, Inc., a privately-held technology and business services company for healthcare industry. Prior to Connextions, Mr. DeGhetto spent almost a decade at Convergys Corporation, (NYSE:CVG) a customer management company, where he held various positions of increasing responsibility culminating in his role as a senior vice president, North American/European operations which he held between 2003 and 2008. Prior to Convergys, Mr. DeGhetto was an executive with American Express Company and AT&T/American Transtech. Mr. DeGhetto holds a B.S. Professional Management degree from NOVA Southeastern University.
Executive Vice President Global Markets and Industries
As TeleTech’s Executive Vice President of Global Markets and Industries, Keith Gallacher is responsible for accelerating growth and driving new business globally for TeleTech’s integrated suite of customer experience technologies and services. His focus is on executing end-to-end strategies to advance TeleTech’s position in high-growth markets, expand existing client relationships, pursue new clients, and strengthen brand recognition across TeleTech’s target verticals of healthcare, financial services, technology, transportation, communications, and government.
Previously, Gallacher was a Partner, Managing Director with Accenture; a $28 billion global management consulting, technology services and outsourcing company. At Accenture, Gallacher held several senior executive roles with responsibilities crossing strategic direction and market assessment, collaborative development of new solutions, and building and revitalizing sales organizations to drive new market penetration and accelerate growth. Additionally, Gallacher held leadership roles at Cognizant Technology Solutions, CSC Consulting, and HP/EDS.
Executive Vice President of Customer Growth Services
In April 2007, Judi Hand was appointed President and General Manager of Revana®, TeleTech’s Growth Services division.
Hand has more than 20 years of experience in sales, service, and marketing to business and consumer customers at all levels. Her previous executive experience includes Senior Vice President of Enterprise Sales with AT&T, Vice President of AT&T Business Services for small- and medium-sized markets, Senior Vice President of Sales and Customer Care at Qwest for small business and consumer markets, Chief Marketing Officer for US WEST Dex and Executive Director of Solutions Marketing and Director of Market Strategy Development for US WEST.
Senior Vice President, General Counsel and Chief Risk Officer
Margaret McLean is responsible for facilitating TeleTech’s growth and investment goals from a legal and compliance perspective. She advises the Board of Directors and executive leadership team on matters such as corporate governance, mergers and acquisitions, compliance, and enterprise risk management.
McLean came to TeleTech from CH2M HILL, a $7 billion global engineering, construction, and management company where she served as Chief Legal Officer and General Counsel. Prior to CH2M HILL, McLean was Partner M&A, Finance at Holme Roberts & Owen, LLP (now known as Bryan Cave LLP), a large full services law firm representing U.S. and foreign clients.
Executive Vice President of Customer Strategy and Customer Technology Services
As President of Customer Strategy and Customer Technology Services, Brian A. Shepherd is responsible for leading and growing TeleTech’s worldwide Consulting and Technology business segments.
Prior to joining TeleTech, Shepherd served as executive vice president and group president of Amdocs, where he held a variety of senior management positions, most recently as group president of the Broadband Cable and Satellite Division, Global Marketing, and Corporate Development. Shepherd also served as president of Amdocs Interactive and division president, North American Communications & Cable Division. He joined Amdocs in 2005 as part of the acquisition of DST Innovis, where he was senior vice president of Customer Business Operations. Earlier in his career, Shepherd served as an executive officer with SoDeog Technologies and as a strategy consultant with McKinsey & Company.
Senior Vice President and Chief Marketing Officer
TeleTech's chief marketing officer, Mark Grindeland, oversees branding, corporate and marketing strategy, product development, and internal and external marketing communications.
Prior to joining TeleTech, Grindeland served as chairman and co-founder of ShesConnected Multimedia Corporation, the first multi-profile social networking site for women. In previous years, he held executive-level positions with Live Wire Mobile, Wunderman, Digitas, and Exchange Partners. He also co-founded and served as executive vice president of marketing for m-Qube Incorporated.
In 2013, Grindeland was honored by the Business Marketing Association of Colorado as “Marketer of the Year.”