1-800-900-4238 - x2183
John Tilley began his career at Gatestone in 1980. Over the years he has been promoted to more senior management roles, now serving as President of Gatestone’s global Customer Contact facilities.
As President, John is responsible for analyzing, forecasting and managing multi-million-dollar budgets, identifying key performance indicators, and driving strategic strategies to improve performance and maximize profits. John ensures our customer contact sites deliver success by structuring high-performing management, staff and support teams, streamlining operating processes, and implementing supporting technology to reduce expenditures, boost productivity, and increase profits.
John is a widely respected and frequent guest speaker at industry forums across North America.
Senior Vice President, Global Sales
1-800-900-4238 - x2844
Katia has over 23 years of BPO expertise and is an industry leading professional in managing the on-boarding and implementation of client programs, transforming the process into an awesome client experience. Katia has earned valuable experience working in roles in client solutions and operations for programs deployed in Asia, South America, Europe and North America. Most important, she brings specific expertise across all facets of the customer engagement including general care, e-grocery care, technical support, retention and social media management and customer journey analysis.
Katia holds a Bachelor of Commerce degree from the University of British Columbia.
Suzanne Huether, CHRL
Manager of Human Resources
1-800-900-4238 - x2187
Suzanne holds a BA in Sociology from McMaster University and a Diploma in Business Administration with focus on HR Management from Algonquin College. She was granted her Certified Human Resources Professional (CHRP) designation in September 2012 by the Human Resources Professional Association. Suzanne is responsible for the administration of employee contracts, on-boarding, employee files, benefits, etc. and for ensuring compliance with regulatory and client-based employment standards.
Corporate Communications Manager
1-800-900-4238 - x2978
Karen Rickards holds over 20 years’ experience in the Customer Contact Centre industry. As Corporate Communication Manager her responsibilities include the planning, development, implementation and coordination of all internal and external communication strategies, with a focus on maintaining and enhancing Gatestone’s strategic communication efforts across the company. Karen works closely with the Business Development team to manage proposal writing and presentation development while ensuring adherence to Gatestone’s brand guidelines and corporate messaging with the goal of positioning Gatestone strategically in the marketplace. Karen is an Associate Member of the International Association of Outsource Professionals.
Executive Vice President
1-800-900-4238 - x2973
Joining Gatestone’s team in 2014, Barry is responsible for leading the Business Development team, managing growth, strategic planning and ensuring all potential and current clients are offered the best solutions to meet both present and future needs. By analyzing opportunities and executing financial planning and analysis, Barry is able to position Gatestone strategically in the marketplace.
Barry previously held several key management positions such as President & CEO, Chief Operating Officer and VP of Operations where he designed and implemented growth strategies, including new service development, product development, and regional expansion.
During his entire career, he has been an active participant in various industry associations across North America. Barry is a member of the International Association of Outsourcing Professionals (IAOP) and the Telecommunications Risk Management Association (TRMA).
1-800-900-4238 - x8041
John Stock has a strong, 20+ year track record designing, implementing, and managing Customer Contact and Business Process Outsource programs for some of the largest companies in North America. Since joining Gatestone in 2012, John has been instrumental in developing outsource solutions to further assist our clients’ evolving needs. During John’s career, he has been extensively involved in development, implementation, and strategic direction for a number of top-tier clients.
John is an active participant in several industry associations across North America and is a current professional member of the International Association of Outsourcing Professionals (IAOP) and the Telecommunications Risk Management Association (TRMA).
Nicholas C. Wilson
Chairman & CEO
Nicholas Wilson is an accomplished leader with over 40 years of demonstrated success. Nicholas founded Gatestone in 1978 and has been the visionary and architect of the company’s growth over the years. Nicholas is a hands-on CEO who provides the strategic vision, framework and initiatives for the company’s performance and growth. As Chairman & CEO, Nicholas wanted to create a business that offers customer service excellence, coupled with a principled and ethical approach while providing the most cost effective solution to the client. This has been proven as Gatestone has evolved from humble beginnings into a large leading edge international Business Process Outsourcing company with many Fortune 100 companies as clients.
Under his leadership, Gatestone has continually diversified its solution offerings and expanded its locations to deliver innovative support, continued client value and service excellence.
Director of Business Development and Client Relations
1-800-900-4238 - x2977
Grace Yeh is the Director of Business Development & Client Relations, with responsibility for brand management, sales, global strategy and corporate sponsorships. Grace is a versatile executive and client advocate with over 18+ years’ experience in established, startup contact centres. Prior to joining Gatestone, Grace worked in strategic business development and call center operations with several Telecommunications and Outsourcing BPO companies, serving in Executive positions in Vendor Management and Customer Care Programs.
Grace’s primary focus is to build awareness about Gatestone’s capabilities among prospective clients, and to develop and maintain client relationships. Grace is a BA Graduate at York University and holds certification in Adult Learning in Training and Development.
Boris Dybenko, B.Sc., MBA, CPA
Executive Vice President and Chief Financial Officer
1-800-900-4238 - x4523
Boris Dybenko joined Gatestone in 2003 and has a wealth of knowledge and experience in accounting and financial management. As Executive Vice President, Chief Financial Officer, Boris is responsible for the financial stewardship and financial leadership of the company. He plays an integral role in helping to achieve growth objectives through emphasis on budgeting and analysis, structuring capital, and financial planning.
Boris also provides compliance, legal and regulatory oversight across the company which include the review and implementation of systems, cost controls and efficiencies designed to promote compliance with applicable legal and regulatory requirements. Boris meet with the various departments, legal counsel and/or external advisors to manage all risks associated with the company.
Employee Engagement Officer
1-800-900-4238 - x2182
Joshua works closely with Human Resources and senior management to increase employee satisfaction and reduce turnover by engaging, motivating and inspiring staff, and by promoting a positive work environment for all employees.
Senior Vice President
Pat DiFranco, Senior Vice President, Operations, has more than 27 years’ of North American BPO expertise. He started his career as an agent and quickly rose to the rank of Operations Manager in Quebec. Pat is responsible for programs for all major clients within the banking, retail, government, and finance companies sectors. Pat’s strength in directing and controlling the human and technological resources to exceed clients’ expectations has led to multiple client awards for performance execution. His successes include establishing market highs in client KPI's, with a focus on quality and enhancing customer experience.
Pat attended the University of Sherbrooke, and McGill University in Montréal.
Director, Information Technology
1-800-900-4238 - x2851
Claude is a talented IT leader with 30+ years’ experience in multiple IT functions, primarily System Applications Development, Process Engineering, System Analysis, Change Management, Project/IT Planning and Disaster Recovery Management. As Director, Information Technology, Claude is responsible for setting the company’s technical vision, and leading all aspects of technology development and innovation. Claude is also responsible for implementing and managing processes and procedures to meet all back-office SLA’s for our client programs. Claude leverages his extensive experience across a number of corporate facets to lead our Disaster Recovery Committee, which includes responsibility for our Disaster Recovery Plan.
Claude holds a Bachelor of Science (BSc) from L'Université du Québec à Montréal (UQAM).
Executive Vice President
1-800-900-4238 - x8060
Dan Parks is the Executive Vice President who holds a diverse background in Customer Contact Center management and operations. Dan joined Gatestone in 2012, bringing over 27+ years of industry experience to the organization.
Dan is a results-oriented, visionary leader with a strong track record of performance in multi-branch operations. His superior interpersonal skills make him capable of resolving multiple and complex issues in areas to include operations, sales, human resources, legal, and technology, while motivating frontline staff to achieve peak performance. Dan has successful leadership experience and a proven track record of working collaboratively across all departments within Gatestone.