Goran has over 28+ years of call center Operations and Management in Business and Financial industries. He brings vision and leadership to Active, and participates in a variety of contact center and customer service related groups and legislative committees.
In 1997, he and co-founder Gary Clark formed Active TeleSource; a customer-centric, outsourced contact center. Relying on the people skills refined over a 30-year career, he has compiled a highly competent operations management team with the technical ability to function seamlessly as First-Party responders for clients. The result of Goran & Gary’s efforts is a cohesive, teamwork environment with a culture that fosters creativity, integrity, and results.
Gary Clark has over 23 years of real world experience in Workflow Automation through Systems Design, Software Engineering, and Software Development. Gary has a strong history in Systems Integration and Computer Telephony and can create solutions to nearly any client contact strategy or customer service support program.
Jeff Croy has over 20 years experience in managing customer care operations. Prior to joining Active TeleSource, Mr. Croy served as Operations Manager for a National credit card bank, responsible for over 250 employees and a $400 million portfolio. Mr. Croy has managed various aspects of customer care in the areas of collections, credit, customer service, and fraud detection.
Mr. Croy’s business experience includes project management, risk management, strategic and tactical planning, and process implementation. Mr. Croy received his MBA from Marylhurst University and a Bachelor of Arts from Saint Martins College.
Mike Egli brings over a decade’s worth of experience working globally with Fortune 5000 businesses to enhance business systems, communications platforms, and business process. His background is in team, project, and support management, business impact and risk analysis, compliance and regulation assessment, and continuity planning.
Under Mr. Egli’s leadership, the IT team is responsible for information systems, client interfaces, business development, PCI-DSS compliance, and communications. Mr. Egli brings a vision to introduce new services and improve existing ones through communication with clients and by maintaining the momentum to keep pace with the industry.
Max Hunger has over 12 years experience with Active TeleSource and was responsible for building the entire computer network in addition to numerous expansions through the years. Prior to Active TeleSource, Max has experience working at PacifiCorp & Gateway Computer doing desktop & server support.
Mr. Hunger is a certified Microsoft Network Engineer in addition to being certified to support the VOIP phone platform for Interactive Intelligence.
Cari Latham has over 22 years experience in managing call centers operations. Her experience serving customers in both first party and Business Process Outsourcing companies spans multiple industries including; utilities, credit cards, and medical.
Ms. Latham has managed various aspects of Contact Centers to include collections, credit, customer service, and back office processing. In addition, her background with start-up projects, team building, and professional development ensures that we meet our client’s objectives for high touch customer service as well as continued project success.
Jason Fincher joined The Active Group in 2003 and has held the positions of Trainer, Project Manager (Utility Services), and his current position as Sr. Operations Manager. He has over 8 years of call center management experience and has held management positions in retail, marketing, and recruiting.
Mr. Fincher is involved in community outreach programs, coaches youth sports, and gives time to other charitable organizations.
69% of customers said they were on hold for too long