Our Team

Bruce Maxwell

Managing Director

Bruce is a Contact Center Executive with over 25 years of senior management experience in designing, building, and leading best-in-class Contact Center operations both domestically and internationally. He has a reputation for operational excellence and strong team-based cultures.

In addition to a degree in Accounting from Wilkes University, Bruce holds an MBA from the University of Arizona.  He is fluent in Spanish in addition to his native English.

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Tom Jewkes
Cybersecurity and Network Specialist

Mr. Jewkes has been innovating in the digital communications and security space since 1994. He has supported Internet Service Providers of various sizes, the Department of Defense, and the Department of Homeland Security. He has designed, implemented and evaluated Local and Wide Area Networks for many years. Mr Jewkes teaches in the Cyber Operations Department at the University of Arizona College of Applied Science and Technology and is the owner of Seguro Cyber LLC. 

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Karla Hawkins
Operations and Design Specialist

Karla is a hands-on senior level call center professional known for strategic and focused approach, with extensive accolades for creating and developing winning teams, and establishing creative strategies for optimizing internal operations, financial returns and external customer service and output. She offers a unique combination of creativity and analytical skill with the ability to assess both vantage points to create cost-effective solutions for internal and external clients.


Karla holds a degree in Business Management from the University of Catalunya, Spain.  She is multi-lingual. 

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Elise Christensen
Web Designer

Elise is an accomplished web designer with an ability to see what organization is needed to make a website more efficient and interesting to viewers. She has helped many of our clients create a better online presence.

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Ben Hawkins
Analytical Expert & Strategist

Ben joins the team with a wealth of solid background in focus on the "human experience"  He has a reputation for being a change catalyst: improving customer satisfaction, top-line revenue and decreasing costs.   He has multi-organization experience in designing top-level QA processes as well as Program Analytics and Process Review and Redesign. 

Ben holds degrees in Business Administration and Applied Technology from Rogers State University, and is active in fundraising for the Cystic Fibrosis Association. 

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Gail Levin
HR/Executive Talent Acquisition Expert

Gail Levin has been an Executive Search Consultant for over 20 years as both a third party recruiter, staffing/temp agency owner and National Director of Talent Acquisition for several corporations. Gail has a reputation for filling hard to fill positions and is called upon repeatedly by previous customers in multiple industries nationally. She has voluntarily taught classes at Broward Outreach Center, “How to become employed” and at Career Source Broward, “Red Flags on a Resume”.

 

Gail’s recruiting career began as a U.S. Army Recruiter and Station Commander. She has a total of 10 years in the United States Army and attained the rank of Sergeant First Class. She is an Army Commendation Medal recipient, a founding member of WIMSA – Women In Military Service Memorial in Washington D.C. and also holds two certifications in Human Resources a PHR and a SHRM-CP.

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Andrew Poulsen
Senior Technology Consultant

Andy is a strong asset to our Technology Solutions team.  He has a solid familiarity in current solution options around CCaaS and other technologies in the field.  He maintains a high degree of focus on needs of both management and end-users, and is highly praised by customers as being easy to work with and sensitive to their needs.  He approaches challenges from multiple perspectives, resulting in creative and innovative solutions.

 

Andy holds Bachelor’s and Master’s degrees in Mechanical Engineering from the Massachusetts Institute of Technology (MIT).

Stephen Crowther
Senior Consultant

Steve is a Contact Center Executive with over 30 years of senior management experience in designing, building, and leading best-in-class Contact Center operations both domestically and internationally. He started his career in Operations with Dun & Bradstreet, progressing through various leadership roles. Steve has a reputation for operational excellence and strong team-based cultures. His skills and acumen for international business are a great asset to MSI globally.

Steve has also worked with iQor, an international BPO, as Senior VP- Operations . He holds a bachelor’s degree in Finance from Susquehanna University.

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Michael Larson
Operations and Client Management Expert

Michael is a 25 - plus year veteran of the Contact Center industry, working in both the retail as well as medical fields,  and leading cross-functional teams to new levels of excellence.  Additionally, he has led  numerous efforts in client requirements design, implementation and achievement.  

 

Michael holds a degree in Social Sciences from the University of Northern Iowa, and is a COPC Registered Auditor. 

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Scott Sessions
Recruiting, Placement Expert

Scott specializes in recruiting, placement and HR strategy plan development.  His career has focused on assisting individuals to maximize their value and contribution to the organizations that they work with, with great success. He can do the same with your team effort. 

Scott holds a BS in Chemistry and Spanish from Weber State University. He also serves as an Executive Committee member for the BYU Management Society, as well as the Arizona Alumni Association for Weber State.  

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Cindy Thomas
Marketing Consultant

Cindy comes with 20+ years of experience in Marketing & Sales leadership roles.  Her expertise draws on a broad range of experience for both B2B & B2C for world-class Brands, including Intuit, Evite, Symantec, Kodak, Go Daddy, GE.  

Cindy has significant experience in go-to-market strategies, growth initiatives, demand generation, ABM marketing and partner programs.   She has extensive leadership skills focused on team building, mentoring, client engagement, and new business development.   She has also led deployment of Design for Delight and Voice of Customer initiatives to improve business outcomes.

Cindy holds a BS in Marketing from Northern Illinois University and is a GE Certified Master Black Belt.

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Jeff Barocas
IT Operations Consultant

With over 20 years of experience as an IT Senior Executive, Jeff Barocas has been involved in all aspects of IT operations. Whether it was hiring the team of engineers and system administrators for his company’s global call centers, design and build of call center technologies or serving as the corporate liaison for all 3rd party audits, Jeff  excels at working as part of the cross-functional Leadership Team to align IT capabilities with business goals to create a cohesive strategy to drive profitability. Jeff remains current with trending technologies and is quick to identify and adopt difference making capabilities. Working with vendors is an important way of ramping up quickly regarding new technologies, so he has focused his attention to details by, in part, monitoring vendors for SLA compliance. Jeff has a rigorous, results-driven work ethic and he has been fortunate to work with top IT professionals over his career.

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Carl Scott
Training, Operations and Design Specialist

Carl is a High Energy leader with twenty-plus years in training and managing multi-cultural customer service, sales, and credit management teams.  He is highly results-oriented, and is proficient in fostering team atmosphere with outstanding results. Driven by a passion for the customer experience, Carl is a valuable asset to the MSI team.

Carl holds a bachelor’s degree in Finance from UCLA, and is an avid multi-sport athlete.