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 a multi-national customer experience provider. 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 Operations
Melissa “Missy” Gilbertson is an accomplished and progressive Contact Center executive with proven leadership experience. She has spent 28 years in the BPO industry with companies such as Convergys and Transcom holding various global leadership positions in Operations, Client Services, and Account Management. She has served a wide variety of clients in telecommunications, technology, retail, pharmaceutical, and consumer goods industries.
Missy is passionate about promoting operational excellence aimed at driving exceptional results delivery, and advocates having fun while making a difference.
Missy holds a Bachelor of Science degree in Business Management from Northwest Missouri State University.
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
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”.