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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.
Vice President, Operations
Miranda Rienzo joined Gatestone in 1996 and has been promoted through the ranks now serving as Vice President, Operations. Miranda holds over 22 years’ experience in the Call Centre and BPO industry and her responsibilities include direct accountability for strategy and P&L management across Gatestone’s Brantford-ON and Belleville-ON operations.
Miranda is the executive Operations representative with oversight of all Government, Telecommunications, Utility, Financial Services and Retail programs.
Suzanne Huether, CHRL
Human Resources Director
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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
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Karen Rickards holds over 20 years’ experience in the Customer Contact Centre industry. As Corporate Communications 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.
Employee Engagement Specialist
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Joshua Asido is Gatestone’s Employee Engagement Specialist responsible for employee appreciation events and extra-curricular activities, charity fundraising, the inter-office newsletter, internal surveys/round tables, employee discount programs, and learning programs.
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.
Director of Client Solutions
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Katie Daniels has joined Gatestone as Director of Client Solutions. Katie was educated at the University of Toronto and holds an Honours BA.
Katie has acquired a diverse skill set throughout her client facing roles across several industries and is an experienced and energetic professional with an undeniable passion to help those she works with, clients and colleagues alike. Her unique experience and insight adds to the strength of Gatestone's results-driven, knowledgeable, and client focused team.
As Director of Client Solutions, Katie’s responsibility will be to understand our customer’s needs and business challenges and to formulate solutions through collaborating with multiple cross-functional teams to best fit each customer’s business. Katie looks forward to working with the team and meeting with our existing and prospect clients within our global footprint to discuss new opportunities.
Gatestone is an innovative award-winning global industry leader, providing superior outsourced Customer Care and Business Process Outsourcing (BPO) solutions.
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.
Company Security Officer
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Robert Coats has over 22+ years’ experience working with networks, routers, and Microsoft servers and is responsible for managing Gatestone’s compliance with PCI Level 1, FISMA, ISO 27002, SOC 1 and NACHA, as well as meeting all legal and client-directed security requirements. Robert also has overall responsibility to meet the physical and personnel security requirements of federal government contracts with accountability to the programs on all contract security matters. In this role he also monitors and configures the Gatestone network for all users and locations, and conducts due diligence on any 3rd-party vendors and sub-contractors.
Nicholas Dowd, CPA, CA
Executive Vice President and Chief Financial Officer
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Nicholas Dowd joined Gatestone in 2018 and brings broad ranging financial management experience in reporting and controls, budgeting, treasury, tax, and M&A gained working for service oriented public and private companies. As Executive Vice President and Chief Financial Officer, his primary objective is to lead the financial strategy and operations of the company. He is responsible for leading reporting and analytics capabilities to guide strategic decision making and drive strong financial performance. Nicholas also provides oversight for human resources, legal and risk management across the company.
Nicholas is a chartered accountant, holding designations in Canada and the UK and has an honors degree in economics from the University of Nottingham, UK.
Executive Vice President
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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 Greater Toronto Association of Contact Centres (GTACC), Society of Call Centre Professionals (SOCAP), International Association of Outsourcing Professionals (IAOP) and the Telecommunications Risk Management Association (TRMA).
Executive Vice President
Pat DiFranco, Executive 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 financial services, government and retail 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
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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).
Manager of Information Technology & ACSO
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Ali Khan is a highly experienced Manager of Information Technology with 15+ years’ experience in System Applications and Infrastructure Maintenance, Network Monitoring, Process Engineering, System Analysis, Change Management and Project/IT Planning. Ali is also the Alternate Company Security Officer (ACSO), supporting the CSO in meeting the physical and personnel security requirements of Gatestone's federal government contracts
Ali holds a Bachelor of Math Honors from the University of Waterloo and is a Cisco Certified Network Associate (CCNA).