President and CEO
Gregory Hough has been leading, growing and building global enterprise businesses for over twenty years. Prior to joining ACI July 2017, he held multiple executive roles at Convergys owning the customer interface, operational performance, and P&L responsibility across multiple verticals and support functions. Prior to that, Hough led service delivery at American Express. He has also worked as a business process outsourcing consultant for companies around the world. He holds an MBA from Wilmington University.
Gregory has demonstrated strategic revenue and operations leadership experience managing a diverse background including overall customer experience strategy, global operations, B2B programs with over $1B in quota, and vertical brand management. He has a passion for bringing together strategy, technology, people, process and approach into one collective entity which is solely focused on creating the best possible customer and employee experience.
Vice-President and CFO
Jeff Willis joined ACI in 2000 as a part-owner and helped grow the company from a start-up with 15 employees to over 400 fully-trained agents. He is a Chartered Accountant and industry consultant specializing in business process outsourcing with years experience at PricewaterhouseCoopers and Coopers & Lybrand.
Jeff is hands-on with every client partnership, consulting on best practices for transition to outsourcing, mitigating risks, and creating fully customized contact centre programs that harmonize cost efficiency and customer service.
Vice-President of IT and Innovation
Kris O’Brien is a Customer Operations Performance Centre Coordinator (COPC) and previously managed a program that received the first ever perfect COPC score in Canada. He is committed to putting people first. With a history managing the iPod and iPhone programs for Apple in Canada and the U.S., Kris brings people and technology together for the success of each program at ACI. Kris joined Advantage Communications in 2009, after 13 years as a manager with HGS (then OLS).
Vice-President of Operations
Christine Werner is responsible for building strong teams and world-class customer experience as our offshore operations continue to grow. She has 20 years of international experience in Operations, Customer Experience and Service Delivery, as well as a specialized expertise in fostering employee-centered culture aligned with organizational values and goals.
Before joining Advantage Communications in 2016, Christine was Head of Canada Care for Intuit; Leading support operations, digital and social customer care strategy, performance and process improvement initiatives, customer innovation and alignment across all channels. Prior, she lived in Kuala Lumpur for two years working with PricewaterhouseCoopers Malaysia, where she created and led the Customer Experience Advisory Team within the Operations and Finance group for the APAC region. Her team helped global and regional organizations develop and implement customer-centric strategies.
Vice-President of Business Development
Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned is Bachelor Degree in Business Management and Economics from Northwood University. Prior to joining Advantage Communications in June 2017, he spent three years establishing innovative contact centre service partnerships as Vice-President of Sales for The Results Companies.
Randy Clapp shares in our commitment to outstanding customer service and attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.