Meet Your Consultants

Edward Clark – A distinguished expert in architecting strategies that drive business innovation and performance transformations. With a deep specialization in contact center operations and speech analytics technology, he excels at creating synergies to achieve corporate objectives. Edward’s extensive background spans leadership roles, support management, and Quality Assurance, coupled with expertise in Behavior-Based Call Flow Modeling, Coaching for Productive Results Programs, and Performance Correlation Studies. His previous success includes transforming multiple Quality Assurance organizations into Customer Interactions, where he implemented cutting-edge technology and a pioneering quality automation evaluation platform that generated over 990,000 evaluations per month. Edward’s strategies enhance customer experience, boost new customer acquisition, reduce churn, and optimize revenue while reducing expenses through innovative processes. His dynamic approach to change management fuels transformative improvements across people, processes, and technology, making him a leader in operational effectiveness.

With over 10 years of experience in recruiting, training, facilitation, coaching, and management across both domestic and international call center operations, Chad is a results-driven leader with a strong focus on customer-first strategies. Throughout their career, they have taken on key leadership roles, driving startup growth, sales, customer service, and team development.

Known for his emotional intelligence, meticulous attention to detail, and efficiency, Chad thrives in dynamic environments and is passionate about helping others succeed. They are dedicated to fostering a positive, high-performing culture, guiding teams and individuals to achieve their full potential, and driving organizational success through effective leadership and continuous improvement.

Cathy Tencza – The founder of Tencza Designs, a firm renowned for its impactful consulting services over the past 30 years. Under Cathy’s leadership, Tencza Designs has crafted hundreds of training programs, facilitated thousands of meetings, and supported countless learners across diverse industries such as IT, public health, pharmaceuticals, and hospitality. Catherine’s expertise spans a wide range of methods and content areas, including instructional design, microlearning, and management development. Her passion for collaborating with global clients and working across various sectors makes her a dynamic force in driving organizational success. Based in Atlanta, Catherine holds a BS in Education from the University of Illinois and an MS in Instructional Systems from Florida State University.

Holly Garrelts – A dynamic, performance-focused leader renowned for guiding businesses toward greater efficiency, effectiveness, and profitability. With a distinguished career spanning executive management, change management, securities law, corporate finance, and management consulting, Holly brings a wealth of experience to every challenge. From her roles in Big 4 Consulting and Congressional Testimony Speech Writing to Board Reporting and Financial Analysis, Holly’s expertise covers a diverse range of industries including Federal Government, Healthcare, Legal, and Hospitality. As a recognized leader, she was honored as one of Maryland’s top 50 leaders in Leadership Maryland and served as CEO of a $20M company. Holly excels in process improvement, change management, and cultural transformation, delivering impactful results through innovative frameworks and empowering teams for peak performance.

Chris Iansiti- A seasoned board leader, strategic advisor, and serial entrepreneur with over 25 years of experience in driving operational performance, talent strategy, and organizational transformation. As a three-time founder and executive leader, Chris has a proven track record of enhancing business development, consulting, and learning initiatives for Fortune 100 companies. He helps individuals and organizations achieve their highest potential through sustainable results and strategic problem-solving.

Wade Roberts has 25 years of experience consulting for a wide range of companies. He has an extensive background assisting organizations with executive coaching, strategic planning, needs assessment, process improvement, sales training, cultural alignment, and customer service.

Wade is certified in linguistics, which helps him creatively use language to find innovative ways to maximize team and individual performance in challenging situations. He has created executive leadership programs, facilitated manager and supervisor development, and implemented employee feedback processes and quality service initiatives.

He was the director of training and development for 5,000 employees at the Rio Las Vegas Hotel & Casino and successfully created new-hire interview processes; developed core values, vision, and mission statements; improved performance; strategized sales, service, and productivity; and integrated new technologies.

In addition, Wade has provided training and consulting for a wide range of consumer and vendor companies including call centers, VIP hospitality ventures, and gaming companies. He has provided services for American Institute of Graphic Arts, American Bank of Commerce, AT&T, Boyd Gaming Corporation, Caesar’s Entertainment/Harrah’s Entertainment, DIRECTV, MGM Corporation, and more.

His consulting style has been developed through years of cultivating trust with his clients, and his energy and motivation help people turn opportunities into achievements.