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Who We Are

Rob Serretti – President/ CEO

Prior to founding CallCenterBroker.com Mr. Serretti served as President for AIM Contact Centers and was responsible for managing the overall direction of AIM’s various operations and participated in the implementation of new client programs. He served on the Mid-Atlantic Board of the American Teleservices Association (ATA) from 2000 through 2008 and the Philadelphia Chapter Board for the Society of Consumer Affairs Professionals (SOCAP) from 2004 through 2010.

Mr. Serretti was also responsible for the Telecommunications and Network operations of a nationally recognized call center, prior to founding AIM. He has experience providing fortune 1000 clients with cost effective telecommunications and I.T. solutions. Call Center Magazine has recognized Mr. Serretti for providing innovative solutions within the industry back in 2003.

His knowledge and experience are enhanced by his prior job experiences where he performed consulting, cost feasibility studies, and cost studies for local telephone companies across the nation. Mr. Serretti possesses over 13 years of call center and telecommunications experience.

Mr. Serretti holds a BBA degree in Finance with a Minor in Mathematics from Stetson University.

Tom Rocca – Senior Consultant

Tom Rocca is Senior Consultant for Contact Center Network, LLC and president of KPI Group, headquartered in Atlanta, Georgia.  Tom has over 30 years in customer service and sales technology re-engineering for call centers.  He keeps a continual focus on “staying compliant” on all federal and state call center rulings.  Mr. Rocca, provides outsource partner selection, RFP development and management, technology selection & contract negotiation, call center auditing, best practices & sales process flow analysis, sales and service performance enhancement (KPI’s), and federal, state and insurance compliance management.

Tom Rocca has been an active member of the American Teleservices Association (ATA), now PACE Association, www.paceassociation.com, since 1987 and is a Past National Chairman. Since 1993, he has also been an active member of SOCAP International / Society of Consumer Affairs Professionals and is the Past President of the Georgia chapter and is a past SOCAP National Board of Director.

Currently, Tom serves on the National Board of ICSA (International Customer Service Association), www.icsatoday.org, and a past Georgia Chapter President.  As an industry expert, Mr. Rocca is a frequent speaker at regional customer service and consumer affairs seminars focused on contact center technologies and giving legislative updates. He has written many articles and participated in numerous speaking engagements on “Trends and Facts on Consumer Contact Center Technologies”, “Industry Legislative Updates”, “Choosing an Outsourcing Partner” and “Compliance in an Evolving Contact Center Environment”.  Listen to Tom Rocca on “Talk About Service” Radio, which can be heard anytime on www.talkaboutservice.net.

Education  Bachelor of Science, MarketingCanisius College, www.canisius.edu, Buffalo, NY, Minor in Statistics, Advertising, Marketing Research

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Don McCormick – EVP/Senior Consultant

Mr. McCormick is a seasoned business services executive with a rich background in the contact center industry. Prior to joining CallCenterBrokers, Mr. McCormick most recently worked with Telerx (subsidiary of Merck & Co.), and ICT Group.

For the past decade, Mr. McCormick has been directly responsible for worldwide marketing, sales and sales support efforts, which included corporate branding, sales lead generation, public relations, solutions engineering, and the negotiation, management, and administration of global contracts.  He has been a key member of executive leadership teams and has been responsible for setting strategic direction for the companies he served.

Prior to that, Mr. McCormick spent time developing, executing and managing direct to consumer sales programs for companies such as Dun & Bradstreet, MCI Telecommunications, Grolier and CUC International.

Mr. McCormick holds a BA degree from Fairfield University, an MBA with a Marketing concentration from the University of Phoenix, and a Master’s Certificate in Hospitality Management from Cornell University. He is a member of the American Teleservices Association (ATA), a member and past national committee chair of the Direct Marketing Association (DMA), and a member of the International Customer Service Association (ICSA), Customer Relationship Management Association (CRMA), Society of Consumer Affairs Professionals (SOCAP) and American Mensa.

Kelly Smedley – Marketing Consultant, Writing Services, Public Relations/Social Media Strategist

Kelly is a seasoned writer/blogger, marketer and communications expert. She has developed and executed marketing plans for companies large and small. Kelly has been published in numerous magazines, trade journals and business publications, many of which garnered national acclaim.

Kelly began her career in both print and broadcast journalism and spent more than 10 years in the profession. She worked as a producer for an NBC affiliate where her duties ranged from producing 3-4 shows per week to writing on-air promotions to operating a camera in the field and during shows.

Kelly made a smooth transition to PR and marketing where she was able to develop campaigns that grabbed the media’s attention. In 2004 she began working in the customer service industry and quickly assumed leadership roles within SOCAP (Society of Consumer Affairs Professionals). Her client relationships include McCormick, Owens Corning and Heineken. Affairs Professionals). Her client relationships include McCormick, Owens Corning and Heineken.

Kelly earned a bachelors in English with a minor in Journalism from Millersville University.