About Us

Frank Royal
President

Frank is president of iPacesetters, a global leader in customer solutions.

Frank is based out of our Mesa, Arizona location. He provides direction and leadership to the Company and is responsible for the attainment of the company goals. All lines of business report directly to Frank, as do the companies support organizations.

He believes that establishing clear goals and paths of communication are the keys to a successful company and is passionate that no company can be successful without leveraging the team and its talents.

Before joining iPacesetters, Frank spent time at ICT Group, and Convergys in senior level roles, and was also president and founder of his own call center consulting firm. Frank has 18 years experience in the contact center industry managing locations in the US, Caribbean, South America and Asia. Previously, Frank and his family lived in Asia for three years. He now resides with his wife and two daughters in Scottsdale, Arizona.

Danette Dontje
Vice President of Operations

Danette has over fifteen years of experience in nearly all call center operational and sales roles and has served as iPacesetters's Vice President of Operations since October 2006. Throughout her career, Danette has lead small, single site organizations as well as larger, multi-location organizations.

Before iPacesetters, Danette was the Director of Operations at FLSconnect, a political fundraising call center.

Prior to FLSconnect, Danette served as Senior Account Manager for Fortune 200 accounts, grew a major telecommunications account by 250% and served as Operations Manager for DMS, a business process outsourcing company. In addition, Danette served as Assistant Call Center Manager for Metro News, a call center outsourcing company. Danette has studied psychology and business administration.

Jeff Yozamp
Vice President of Operations

Jeff is based out of our Madison office and oversees the operation of our call centers located in Wisconsin. He is responsible for the day-to-day operations of all three centers as well as Recruiting and Training.

He believes the foundation for success is planning and teamwork. The company will be able to achieve the desired results if they establish a plan and work together to maximize the abilities of all involved.

Before becoming part of iPacesetters, Jeff worked for Charlton for twelve years. The last eight were as Director of Operations.

Prior to Charlton Jeff worked as a District Manager for Foot Locker. He earned a Business Management and Economics degree from the University of Minnesota-Morris. He resides in Sun Prairie, WI with his wife and two children.

John Dragisic
Vice President of Strategic Accounts

John is iPacesetter's Vice President of Strategic Accounts. He is based in Wisconsin, and works with all of iPacesetter's inbound clients.

John believes in proactive and collegial management, and in establishing close personal relationships with clients. He has found that spending extra time to understand client needs allows one to be prepared to help solve problems before they become crises.

Before joining iPacesetters, John was principal owner and Chairman of Charlton for eleven years. He also was President of Strong Capital Management, an investment management company, and President of Grunau Company, a mechanical contracting firm. John, in addition, was Company Director for Economics at the Inter-American Development Bank, and a U. S. Peace Corps Volunteer. He and his wife reside in Elm Grove, WI, and they have two daughters and five grandchildren.

Mick Bennett
Vice President, Corporate Compliance and Administration

Mick is based out of our Monroe, Wisconsin location and is responsible for all Corporate Compliance and Human Resource functions as well as providing executive leadership for all corporate-wide initiatives.

He joined the firm in 1998, and has become known as one of the premier Compliance Officers in the Teleservices Industry. Mick was responsible for iPacesetters (Charlton) becoming the first company to gain ATA - SRO accreditation in October of 2008. Mick also serves on the Board of Directors for the ATA's Chicago Metro Chapter and represents iPacesetters as a member of the ATA's SRO Trustee Committee.

Mick rose to his current position during the acquisition of Charlton by iPacesetters in June of 2010. Prior to that, he was Operations Manager for the American Automobile Association National Headquarters, in Heathrow, Florida, and a Traffic Homicide Investigator for the Sanford Police Department, in Sanford, Florida. Mick graduated magna cum laude from the University of Central Florida with a BSBA degree in Finance, and served in the United States Army and the Florida National Guard.

Todd Miller
Vice President of IT/IS

Todd is Vice President of iPacesetters IT and IS group.

Todd is based out of our Madison, Wisconsin location. He provides direction and leadership to the IT and Programming department and is responsible for the day-to-day management of IT, Programming and Data Management functions. He also oversees the research and implementation of new technologies to achieve company goals.

He has experience in both Client Services and IT. This experience gives him a view from both the technical side and that of the client. This perspective, coupled with Todd's clear, effective communication skills, is a valuable tool in making sure that our technology not only meets our internal needs, but also delivers client expectations.

Before joining iPacesetters, Todd spent time as Director of Computer Programming at Charlton, and prior to that as Director of Client Services and IT at Advanced Data-Comm, Inc. Todd has 22 years of experience in the contact center industry. He now resides with his wife and three children in the Madison, Wisconsin area.

Tim Davis
Vice President of IT

Tim is Vice-President of iPacesetters IT and Data Management Group.

Tim is based out of our Mesa, Arizona location. He provides direction and leadership to the IT dept and is responsible for the day to day management of IT and Data Management functions as well as research and implementation of new technologies to achieve company goals.

He has worked in both Operations and IT and he believes that with knowledge of both operations and IT functions he can leverage his department to be able to provide needed functionality to the Operations department and company in a clear and concise manner.

Before joining iPacesetters, Tim spent time at Quality Telemarketing as Branch Manager, MCI & Gateway in both operations and IT functions. Tim has 15+ years experience in the contact center industry and has worked in setting up multi new call centers for MCI. Previously, Tim and his family lived in the Midwest. He now resides with his wife and four children in Mesa, Arizona.

Mike Adams
Director of Information Systems

Michael Adams has over 12 years of experience in Information Technology where his expertise spans from total network management to programming. As the Director of Information Technology at iPacesetters, he is responsible for global network infrastructure, IT vendor relationships, and server infrastructure.

His overall approach to technology is one of collaboration whether his customers are inside our outside of the business. Michael posses the unique ability to simplify the complex which ensures every business unit understands what and how technology can enable effective and efficient business operations. He has lead several key initiatives over the years from the development of new call center locations to the implementation of advanced security and process initiatives, which have contributed greatly to the efficiency and bottom line of the call center environments he has supported.

Prior to iPacesetters, Michael managed the information systems at Charlton where he centralized the dialing systems and implemented the fully QoS enabled VoIP infrastructure that serves as the backbone for the entire organization.

Michael is a graduate from Loras College, earning his Bachelor's degree in Business Management Information Systems where he was also recognized as a Distinguished Young Leader in 2009, the first of its kind ever given. Michael is a member of the Association of Information Technology Professionals and is currently working toward the attainment of his ITIL certification.

In his spare time, Michael enjoys spending time with his family, playing music, photography, traveling internationally and participating in many outdoor sports such as ultimate Frisbee.

Bill Robbins
Director of Finance and Administration

Bill is Director of Finance and Administration of iPacesetters.

Bill is based out of our Mesa, Arizona Location. He is responsible for the accounting and administration activities of iPacesetters.

He believes in a high degree of departmental collaboration relating to the company's and the individual departments' reporting requirements. Bill feels strongly that in order to have a dynamic company there must be a continuous flow of communication throughout the entire company.

Prior to iPacesetters, Bill managed the operations for an I.T.VAR. Originally the VAR was comprised of several IT distribution business units; Bill successfully consolidated the units into a leading national open market distributor.

Bill earned a BS degree in Accounting from the University of Phoenix.

Brad Hougaard
Director of Strategic Client Accounts

Brad is based out of our Madison, Wisconsin location. He serves as the Key Liaison for clients to ensure clients long-term and short-term goals and objectives are attained. Brad works with a team of Account Managers and the various departments to facilitate the implementation of projects.

Brad joined iPacesetters as part of Charlton in 2004 as a Senior Account Manager before being promoted to Director of Client Services. Before joining Charlton, Brad worked for Cargill as an Administrative Manager and at Oriel as an Account Manager specializing in Six Sigma and Teams consulting services.

Brad has an MBA in Marketing from the University of Wisconsin Whitewater and a BS in Agriculture Business from the University of Wisconsin River Falls. Brad now resides with his wife and two children in Waunakee, WI.

Pat Whaley
Director of Strategic Client Accounts

Pat is based out of our Madison, Wisconsin location. His role involves creation and development of business partnership opportunities with new and existing clients, with a focus on inbound, outbound and blended call center services.

Before joining iPacesetters, Pat worked at a senior level within the telecommunications industry serving as Regional Sales and Marketing Manager. His responsibilities included direct sales, telemarketing, commercial development and marketing communications. Pat graduated with honors from the University of Wisconsin-Madison, with a B.A. degree in Marketing.

Pat brings the experience and industry knowledge to insure that we plan effectively and allocate resources necessary to meet or exceed our client's goals.

Prateek Dube
Director of Operations, India

Prateek is a management graduate with over 11 years of business experience, most of which has been in the Business Process Outsourcing sector. Previously he worked in the Media & Durables industry. His major strengths include developing new business partnerships, managing large operations projects, client servicing and project management with strong emphasis on quality & processes. In his earlier role with Convergys, he was instrumental in managing the pilot projects for HP, Microsoft, IBM & Cisco systems. At iPacesetters, he is heading Operations for the India site.

Tom Ottenweller
Director of Quality Assurance

Tom Ottenweller is iPacesetter's Director of Quality Assurance. He is based out of our Madison, WI location.

Tom is a veteran of the Cable TV and Cellular industries, with twenty-five years of sales, marketing and project management experience. Prior to joining iPacesetters, Tom worked at Group W (Westinghouse), TCI, Comcast, Ameritech's International and Americast divisions, as well as Charlton. In addition, he has worked in Europe, introducing American telemarketing strategies to the Netherlands cellular market.

Tom's Quality Assurance philosophy is anchored in driving front-line agent development. This starts with developing a thorough understanding our client's vision and then facilitating continuous agent improvement through the Quality Assurance process.

Keith Strehle
Account Executive

Keith started with iPacesetters in January of 2006.

Keith is based in Nebraska and is responsible for communications with clients and management of client sales goals and quality expectations. Included within that is communication of program results back to the client, and management of program production. Other duties include consultations with clients over publishing industry matters (including postal service regulations and Audit Bureau adherence), script writing and project set-up, and traveling to various client sites and seminars.

Prior to being with iPacesetters, Keith was an account manager in the publishing and sales area for 10 years. He also managed and ran Sales and Customer care operations within the Publishing, Insurance, and Fundraising, Financial Services, Customer Service and Medical fields.

He grew up and attended school in the Midwest, but has traveled and lived in almost all parts of the country.