Leadership

VHT Leadership Team

Wes Hayden
CEO

Thomas Jameson
Executive VP, Worldwide Sales

Jim Bokar
Director of Finance & Administration/Controller

Kevin Shinseki
VP, Product Management

Nick Kennedy
VP, Customer Care

Jaime Bailey
VP, Marketing

Chris Swansiger
VP, Sales Operations

Jeremy Starcher
VP, Cloud Strategy

Walter Lash
Director of Business Consultation

Executive Advisory Board Members

Andy Geisse

Brett Shockley

Vishrut Lugani

John Pane

VHT Leadership Team

Wes Hayden

CEO

Wes HaydenWes Hayden became CEO of Virtual Hold Technology (VHT) in July of 2012. He has spent over 30 years in the tech industry, focused on establishing successful go-to-market strategies that are backed by strong operational processes. Wes spent the majority of his career at Genesys, where he served as President and CEO. During his time there, Wes grew the company’s revenue significantly, established Genesys as the contact center platform market leader, and successfully engineered several acquisitions, which contributed to the stellar growth of the company.

In addition, Wes has served as president of LiveOps, a North American based provider of cloud computing solutions for contact centers, and served as President of the Enterprise Division at Nuance Communications. Wes holds a BS degree from the University of Illinois, Champaign-Urbana, and an MBA from the Kellogg Graduate School of Management at Northwestern University. He sits on a number of non-profit boards, including the Glenkirk Foundation in Northbrook, Illinois and the International Women’s Democracy Center in Washington, D.C.

Today, Wes’ leadership is propelling VHT’s surge to become leaders in delivering innovative solutions focused on providing amazing customer experiences and elevating net promoter scores for customer-centric organizations.

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Thomas Jameson

Executive VP, Worldwide Sales

Thomas JamesonTJ has been a part of winning sales organizations for over 30 years. Prior to joining VHT in 2012, TJ was Senior Vice President of SaaS Sales at LiveOps and Vice President of Sales for Nuance’s Enterprise Division. In addition, TJ directed successful sales initiatives at Genesys as Vice President of Sales that led to rapid growth and secured Genesys’ position as a leader in contact center technology.

His strategic, customer-centric approach to matching customers with the right solutions is a successful formula that builds trust and loyalty for the long term. TJ lives in Irvine, California with his wife and two children and earned his degree from UCLA.

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Jim Bokar

Director of Finance & Administration / Controller

Jim Bokar

As Director of Finance & Administration / Controller, Jim is responsible for financial accounting and reporting, finance, treasury management, risk management and process controls. Prior to joining VHT in 2014, Jim served as Senior Implementation Consultant and Project Manager with Sererra Consulting Group. Jim had joined Sererra from TOA Technologies, where he sourced, implemented and managed Intacct for nearly four years, producing results that were recognized with Intacct’s presentation of its Customer Success Award.

After majoring in computer science and accounting at Kent State University, he obtained his CPA at Ernst & Young and then later progressed through several technical and management positions in both public and private industry. Over the last 16 years, he has been involved in many challenging business platform upgrades, conversions and retooling projects, all with the goal of improved efficiencies, quality and a return on the invested capital. Jim lives in northeast Ohio with his wife of 36 years.

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Kevin Shinseki

VP, Product Management

Kevin Shinseki

As VP of Product Management and Engineering, Kevin brings strategic vision and over 18 years of experience in Enterprise software development. Prior to VHT, Kevin led Product Management at inContact, establishing a strategy focused on growth and product innovation. In addition, Kevin has held successful product leadership roles at Genesys, Kana Software (acquired by Verint), and Oracle.

Kevin holds a BS in Electrical Engineering and Materials Science and Engineering and an MBA from the University of California, Davis. Kevin is passionate about making the world a better place by delivering solutions with an emphasis on improving Customer Experiences. He approaches product development with artistic flare and dedication to UX and innovation.

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Nick Kennedy

VP, Customer Care

Nick Kennedy

As VP of Customer Care, Nick leads VHT’s integration services, client support, strategic services, escalation management, service delivery and project management teams to safeguard our clients’ experiences interacting with our technical teams, and to ensure the highest satisfaction across our global customer base.

His strong technical background – including holding many technical roles within VHT and interfacing with our clients – provides technical leadership necessary for good team development on the path to resolution.

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Prior to joining VHT in 2006, Nick worked for an IT consulting firm in NE Ohio in a technical leadership role for many organizations across the region.

Jaime Bailey

VP, Marketing

Jaime BaileyJaime Bailey serves as Vice President of Marketing at Virtual Hold Technology. With more than 16 years of experience, she stewards a team focused on understanding the customer experience, applying new marketing techniques, and maximizing ROI. A devout proponent of the importance of a well-crafted marketing strategy, her efforts have helped companies enrich customer relationships, drive revenue and grow brand equity.

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Chris Swansiger

VP, Sales Operations

Chris joined VHT in May of 2004 as a Business Analyst. He has launched several departments and disciplines during his career at VHT, including the System Performance Analysis group and the Project Management Office. As VP of Sales Operations, Chris has responsibility for Solutions Engineering, Business Intelligence, and Account and Customer Relationship Management. He believes strongly in the value of solution selling and a data-driven approach to establishing and growing relationships with VHT’s customers.

Prior to joining VHT, Chris worked in operations at AT&T’s network of contact centers. He holds a BA degree from Bowling Green State University and an MBA from Baldwin Wallace University.

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Jeremy Starcher

VP, Cloud Strategy

Jeremy Starcher serves as Vice President of Business Development and Cloud Strategies. He has over 20 years experience in the customer service industry and is an advocate for deploying customer focused, callback experiences to fundamentally change the way customers view organizations and the contact center. His recent focus has been taking VHT solutions to the cloud in order to expand market potential and meet demand for cloud solutions.

Jeremy is a long-standing VHT employee and has been involved in almost every aspect of the business from writing software and managing customer projects to participating in strategic initiatives across sales and marketing. He has a degree in Business Administration from Indiana Wesleyan University and lives in near Canton, Ohio with his wife and children.

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Walter Lash

Director of Business Consultation

A highly regarded contact center strategist and analyst with over 15 years of contact center experience. Mr. Lash has focused on optimizing service metrics and generating revenue, while crafting a premium customer experience. Prior to VHT, Walter Lash spent 6 years as Operations Manager for one of the largest banks in the United States. Currently, as Manager of Business Intelligence and Analytics for VHT, his team is responsible for the development and validation of the return on investment resulting for the VHT implementation. Walter’s team is charged with the optimization of the VHT platform to best achieve client service goals while utilizing the solution to maximize caller experience.

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Executive Advisory Board Members

Andy Geisse

Executive Board Member, Otonomo Inc. Former CEO of ATT Business Solutions

Andy GeisseAndy Geisse is a 35 year technology industry veteran who has served in a variety of key executive leadership positions for AT&T, both in the U.S. and abroad. Andy currently serves as an executive board member for otonomo which is focused on the connected car ecosystem, as an Executive in Residence (EIR) to Bessemer Venture Partners, a board director of BroadSoft, a board director of Fixstream and as an advisor to various companies including VHT. Andy’s last position at AT&T was as Chief Executive Officer of AT&T Business Solutions, AT&T’s $70B business to business group. The global customer base included over 3.5 million business and government customers, wholesale customers and all of the Fortune 1000.

Brett Shockley

CEO, Shockley Enterprise Consulting

Brett ShockleyBrett Shockley is an entrepreneurial tech industry veteran with over 25 years of thought leadership in enterprise collaboration and customer engagement software at Avaya, Cisco, Calabrio and Spanlink Communications. An industry advisor and frequent keynote speaker, Shockley is a tireless customer advocate, traveling the world to engage customers, investors and enterprises to drive new opportunities. He recently advised Broadsoft on their acquisition of Transera, a leader in Cloud SaaS analytics and contact center as well as Fuze, a leader in Cloud SaaS based video, on it’s sale to Thinking Phones. Shockley has served on a number of public and private boards and is a Director for eGain Corporation (NASDAQ: EGAN), a leading provider of cloud based customer engagement applications and Open Access to Cures, a 501c3 foundation focused on accelerating cancer cures. He also serves on the Advisory Board for India based Servion Global Solutions and is a startup mentor for enterprise software focused Alchemist Accelerator fund.

Vishrut Lugani

Chief Information Officer and Management Consultant, PwC

Vishrut LuganiVishrut Lugani is a Senior Digital Technology Leader and Process Improvement Expert, leveraging technology to grow the business and strengthen the regulatory and risk posture of his organization. He has well-rounded experience with the development, distribution, and marketing of digital financial products. With a proven track record assisting banks remediate regulatory actions, he is a trusted advisor and a business leader who focuses on the big picture, innovates, and is disciplined at execution.

John Pane

Vice President, Global Technology Operations, First Data

John Pane

Since joining First Data in 1982, John has led a wide range of IT infrastructure pillars to include Global Network Engineering, Global Infrastructure Security, Call Center Design and Implementation, IT Automation Development, Telecommunications, Computer Telephony Integration (CTI), IVR Technologies and Data Center Power Plant/Cooling Systems Engineering and Support. In his early years with the firm, John was a charter member and leader of the Customer Engineering Team which provides all maintenance and operations support for First Data’s Output Services Mail and Card Processing platforms.

In his current role as Vice President, Global Technology Operations, John leads a diverse team of IT professionals supporting First Data’s Global Command Center infrastructure operations.