Founded in 1995, ACCA was created in partnership with a group of contact center managers, industry-related suppliers and the Economic Development Division of the Austin Chamber of Commerce who wished to create a local trade association specific to the contact center and customer experience industry. Still a thriving organization, over 20 years later, ACCA has a consistently growing membership base and dedicated Board of Directors.
Everyone agreed that there was an unfulfilled need for a local alliance of contact center organizations to promote and support the local industry. Their vision for the new alliance encompassed networking and sharing of best practices through monthly events, and providing industry-specific information geared towards the contact center manager.
ACCA became a 501c(6) non-profit association and remains an affiliate of the Chamber of Commerce through its Economic Development Division. The ACCA office resides within the Chamber of Commerce offices.
Since ACCA's founding in 1995, it has grown to represent over 150 companies, of which approximately 75% are contact centers and 25% are vendors. Our 2004 survey showed that the Austin-area contact center industry was thriving with over 100 contact centers representing more than 18,000 employees.
We are a group of professionals committed to each other’s success. Our diverse membership includes all organizational levels from C-suite executives to front-line employees.
ACCA produces bi-monthly Network and Development Lunch events and our cornerstone annual event, the Fall Symposium and XPO, connecting our members with the resources and education they need to excel in their careers and grow their organizations.
To reach any of our Board members, email email@example.com.
Mark Brody | Board President
Mark is the CEO and Founder of Brohawk Solutions, LLC launched in August 2018. He is a Customer-focused Contact Center Professional with over 30 years of experience spanning multiple industries to include client management, quality assurance, contact center leadership, and workforce management expertise.
Mark currently serves as the ACCA President, as well as member of the Community Impact Council for The United Way of Greater Austin. Mark is an independent consultant who works with contact centers and is focused on aligning people, process, and technology for a better employee experience leading to an optimized customer experience. In addition to working directly with clients, Mark works as a certified independent evaluator for the J.D. Power Customer Service Practice.
Alfonso Lucio| Board Member
Alfonso manages projects and teams in five (5) counties spanning across 15 cities, selling the Austin region to C-Level Executives and Corporate decision makers within key industries to include Manufacturing, Semiconductors and Contact Centers. As the Manager of Economic Development for the Austin Chamber of Commerce, he carries out the following work:
Camille Rosales | Board Member
Camille Rosales is a passionate leader who believes that the strength of any organization is its people. As Vice President of Customer Support at Hippo, she takes every opportunity to mentor, coach, and develop Hippo’s customer support team to foster an environment of employee engagement and an inclusive workplace. She empowers her team to make the best decisions while always putting the customer at the center of those decisions.
With over 13 years of experience in insurance with Fortune 100 companies, Camille has grown her leadership in customer centricity, process improvement, and strategic direction. In her work, Camille is an advocate of women and people of color advancing in the Insurance industry. She has been a part of leadership discussions and panels focused on ways to encourage diversity in the insurance industry. She works with mentees on ways to grow and develop in their respected career paths as an active mentor through the Everwise mentor program. In her spare time, she enjoys traveling with her two children and listening to audiobooks.
Jennifer Floyd | Board Member
Jennifer is a native Detroiter who now calls Austin home for 10 years and loves it more and more each warm and sunny day. Jennifer has been in the contact center world for close to 30 years. Starting as a CSR selling blinds, wallpaper and carpet over the phone, Jennifer quickly rose to Team Lead and Supervisor within 1 year. She led and developed a very successful sales team for over 5 years. Jennifer then followed one of her early mentors to an organization that managed the tuition reimbursement process for many Fortune 500 organizations where she was promoted from Supervisor to Operations Manager. After 10+ years with that organization, Jennifer then landed at the company that would ultimately lead her to Austin – Aditya Birla Minacs (ABM). ABM was a business process outsourcer (BPO) that started as a staffing organization (Minacs) and morphed into being a major BPO player for Fortune 500 companies.
Jennifer, with ABM, led teams that supported Verizon, Western Union, On-Star, and she was chosen to represent ABM as the Site Director in a 500+ seat contact center supporting several business lines for General Motors. Jennifer ended her 10 year career with ABM when they divested interests in the States. Jennifer is now with Austin Energy as the Director of Customer Care Services. As she approaches her 8 year anniversary with Austin Energy, she continues to be energized by serving the citizens of Austin.
Eileen Edwards | Board Secretary
Eileen earned her bachelor’s degree in Business Administration from LeTourneau University and her career has been in Call Center Leadership for over 30 years. Eileen’s current role is with Texas Health Benefits Pool where she leads the Member Services Team for the organization. In addition to being a board member with ACCA, Eileen currently serves as a product advisory board member with Zacoustic.
Eileen’s career experience has been in Quality Programs, Customer Satisfaction Surveys and Results, Sales, Customer Service, Inbound and Outbound calling, Training, Tactical/Strategic projects and Leadership.
Eileen loves leading teams in a call center environment because every day is different. Call Centers are fun environments where she has built many long lasting friendships and valuable relationships over the years. She loves the call center world because every day is a combination of managing projects, coaching and developing employees, leading strategic planning initiatives and interacting with a diverse group of people and departments.
Eileen’s heart lies in developing and empowering her employees to become future leaders.
Renee Odunaiya | Board Member
Renee Odunaiya is an enthusiastic and passionate management professional specializing in superior customer experience and operations management. With nearly two decades of customer-focused experience, she has a history of proven quality, improved efficiency, and increased revenue. Renee has the ability to produce highly effective support teams and to nurture stellar client relationships.
While obtaining a bachelor’s degree in business management, Renee found her contact center career niche as a Microsoft Xbox support agent. There she displayed a natural ability to deescalate an eight-year-old who just lost 50 hours of gameplay. She quickly worked her way up through escalation, quality support, and supervisory positions, becoming a trusted operations manager who was often called upon to put out the toughest fires.
Renee’s career has included work for a variety of companies, ranging from small start-ups like BigCommerce to major corporations like Google and Electronic Arts. She is currently the Director of Client Services at ModSquad, overseeing all North American client operations.
Renee is well regarded for her vendor management abilities, reflected in her adept work on behalf of both vendor and client. She possesses exceptional problem-solving skills and a never-give-up attitude, and is known as a direct but fair leader. Renee prides herself on always finding ways to bring improvements to the teams or projects with which she works.
In her spare time, Renee enjoys going to the gym, spending time with family, and binging Netflix. However, her most important and fulfilling role is as mother to the 21-year-old daughter and nine-year-old boy-and-girl twins who make her life incredibly fun. From martial arts, basketball, and football tournaments to early-adulting challenges, her children ensure that there’s never a dull moment for Renee.
Josh Reeves | Board Member
Reeves is a 24-year Sales & Operations executive supporting some of the
most well-known brands throughout the U.S., LATAM, and Europe. For the last 15 years he has been focused on
launching and growing BPO operations for clients looking to move into and
through hypergrowth. His roles during these projects include employee #1, COO,
SVP Sales & Marketing, SVP Operations, and VP of Sales.
After growing up in Iowa, he moved to San Antonio, TX in 1999 and has made it his home base ever since. Josh holds a degree in Business Finance and combines his love for numbers with an unmatched curiosity to identify the right levers to move the needle of success. His spare time is spent chasing and mentoring his 5 children, laughing & traveling with his wife, or anything outdoors.
“I am honored to serve on the board supporting the ACCA and its’ mission. Having served on several boards over my career, I am truly impressed with what our President, Mark Brody, and the rest of our board members accomplish each year. My goal is to bring value to the board by creating more awareness and attention to the great work we do in the industry.”
Please reach out to Josh for any questions you may have regarding ACCA, BPO Industry, Sales, Operations, International Operations, or Entrepreneurship.
Holly Horrocks | Board Treasurer
Holly is a born and raised Utahan who moved to Austin in 2020 and now calls it Home. Holly earned her master’s degree in human resources from Utah State University and bachelor’s degree in healthcare administration from Weber State University. She has been working within the healthcare and insurance industry for 6 years specializing in not-for-profit organizations.
Her experience revolves around Training and Employee Development, Mentoring and Leadership, Process Improvement, Customer Satisfaction and Service, and Inbound and Outbound calling.
Holly believes the strongest part of any organization is the people that work there. In her work Holly has led multiple employee wellness initiatives and partnered with local organizations to build community. In her free time, she enjoys spending time in nature with her dog, Flynn, and can often be found hiking or camping on the weekends. Holly’s current role is with Texas Health Benefits Pool where she leads the Enrollment and Billing Team for the organization.