Leadership Team

When you’re choosing a Call Center, why does seasoned leadership matter?

To improve your productivity and margins, you need a call center where strategic excellence begins at the top.

Ameridial leaders have extensive industry experience and a total focus on service that leads to results.

75% of the Ameridial management team has been with the company for at least 10 years … with a combined 250+ years in the Call Center industry.

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We Are Good At
Regional Health Plans
Retail and Consumer Products
Customer Service
Lead Generation
Our Experience

Incidents

of declared disasters that shut down our clients call center resulting in Ameridial taking 100% call volume.

Years

of outsourced call center management experience

Of Our Management Team

has over 10 years at Ameridial

Meet The Ameridial Team
Jim McGeorge

Chairman

Jim is the original founder of Ameridial, starting the company in 1987 as an outbound call center focused on boosting door-to-door campaign revenues for several non-profits.  Jim is the strategic leader behind Ameridial’s success and steady growth, beginning withjust seven employees and now a market leader with more than 500 stations and 8 call centers.

Ameridial customers benefit from Jim’s many yearsof experience in direct marketing and his well-earned reputation for exemplary team building and detailed business insights.He continues to plan for Ameridial’s strategic growth while leading a team of professionals delivering measurable results for customers.

Jim graduated Magna Cum Laude in 1983 with a Bachelor of Arts in Business Management from Walsh College.

Mark Schmidt

President

Utilizing over 30 years of call center management experience, Mark is the driving force behind the profitable growth of Ameridial's commercial and healthcare business units. Mark helps develop Ameridial's sales and marketing strategy, implements industry best practices and directs the daily call center operations.

Mark began his call center career as a sales manager for RCA Service Company where he dramatically improved branch sales performance and profitability, moving them from #134 in the nation to #11. He has 10 years of call center consulting experience auditing existing center for sales and operations improvements and helping start new call centers both domestically and off shore in Asia, Latin and Central America.

Mark holds a Bachelor's degree in Marketing and Business Administration from Findlay College, Call Center Auditor certification from Benchmark Portal and served as past President of the Ohio Chapter of the American Teleservices Association.

Richard Smalley

Chief Information Officer

Under Richard’s leadership, Ameridial clients have access to the highest level technical solutions in the industry. Richard leads a team of professionals utilizing the best resources, knowledge, and experience to develop innovative solutions and cutting-edge call center technology.

Richard holds a B.S. in Electronic Engineering Technologies from DeVry University and an MBA with a concentration in software development from Keller Graduate School.

Michael McCarthy

Vice President, Healthcare

Healthcare clients benefit from Michael’s 20+ years of management in healthcare related service organizations and call centers supporting Federal, State, and Commercial programs.  Michael shares experience in supporting members, providers, pharmacy and enrollment services to meet all service and regulatory requirements.

Michael has overseen S.T.A.R. Rating, First Call Resolution, CTM Reduction, System Integration, and process improvement initiatives. He’s had direct oversight of CTM Grievance Department, Call Centers, and Vendor Management in various capacities. Most recently, Michael was the Call Center Director for Medicare Part D with MemberHealth/Universal American.

Michael has a B.S. in Business Administration from George Mason University.

Jessica Donaldson

Sr. Director, Healthcare

Jessica brings over 15 years of customer service experience to Ameridial with the last 10 years specifically related to servicing the healthcare payer industry.  In her capacity as Senior Director of the Healthcare division,  Jessica holds primary oversight of Program Management, Training, and Operations.

Prior to joining the Ameridial team she has held positions within healthcare organizations, such as, Member Health, Universal American, CVS/Caremark.  In her career Jessica has held various positions within operation teams including Quality, Training, Management, and Senior Leadership.   At CVS Caremark Jessica was responsible for the management of outsourced call center vendors as the Medicare Advisor to Call Centers.

Jessica joined Ameridial in 2012 adding her extensive experience in strategic planning and management to the Health Care Solutions team.  Jessica is currently pursuing her BS degree in Business Management from Western Governors University.

Deborah Conklin

Compliance Officer, Healthcare

Deborah servesAmeridial healthcare clients with her 30+ years of experience in the healthcare industry, spanning many areas of responsibility and all aspects of the business.  Deborah is a versatile, results-oriented professional with extensive experience in regulatory compliance, customer service, and claims management.

As former co-chair of the ASC X12 Insurance Healthcare Claim Payment Workgroup, Deborah is a nationally recognized expert on the interoperability between providers, payers, and clearinghouses as well as electronic data interchange standards and coordination of benefits provisions.

With superior project management and communication skills, Deborah easily interacts with executives, providers, vendors, customers, and staff.  She is an effective employee mentor and coach, able to lead others to produce high quality results while providing solutions as part of a team.

Deborah attended the University of Akron where she earned a B.A. and a Master’s in Public Administration, Nonprofit Sector.

Terri Peterman

VP of Service Delivery

Terri helped establish Ameridial as a respected, award-winning provider. She is responsible for day-to-day leadership and general management of the company. Under her watch, Ameridial consistently achieves year-over-year growth, including the distinction of being ranked as a "Top 50" Teleservices Agency by Customer Inter@ction Solutions Magazine.

Prior to joining Ameridial, Terri served as Program Manager at InfoCision Management Corporation in both fundraising and direct marketing. With the R&D team, she supported direct marketing by testing and developing scripts and call flow as well as analytics of team performance.

Terri’s background includes six years of direct sales and two years of Term Life insurance sales, with more than 21 years of management and human resource experience.

Terri received her Bachelor of Science degree in Marketing from University of Akron and she currently participates in Executive Leadership and Management programs.

Topaz Roberts

VP of Client Services

Topaz joined Ameridial in 1991 and has played several roles in supporting excellence in client service.  As Program Manager, Topaz managed a major wireless telecommunications reseller for inbound customer care and sales. She also coordinated inbound customer care for a major eye healthcare service, with Ameridial providing benefit explanation and provider locator services.

Topaz successfully managed programs with annualized revenue of $8+ million.  As Vice President of Client Services, she leads the Program Management and Implementation groups.  Clients appreciate her experience and strategic insight into the success of a program.

Topaz has an Associate’s Degree in Marketing Management.

Jason Hippler

Implementation Manager

Jason is a talented and effective manager responsible for all Ameridial inbound programs.  Throughout the development, implementation and incubation process, Program Managers report to Jason. He has successfully managed and implemented numerous programs of varying detail and complexity.  Jason understands the big picture in the call center industry, having managed day-to-day operations of both inbound and outbound programs.

Jason has been an integral part of the Ameridial team since 1990. He is a graduate of Kent State University with a Bachelor of Business Administration degree.

Craig Vretas

Director of Business Development

A true call center professional, Craig worked his way from center manager to project manager to director of business development. Joining Ameridial in 1997, he now has 25+ years of experience in the industry. Craig is presently responsible for the development and acquisition of new business for Ameridial and leading the healthcare division.

Craig offers detailed insight and realistic solutions to meet client program needs while surpassing expectations. With extensive experience in customer service and support, he brings professionalism and integrity to every project as he puts client needs first.

Craig was previously Customer Care Manager for a long distance company and Outbound Telemarketing Supervisor for Time Warner Cable.

Craig holds a Bachelor of Arts degree in Communications from The Ohio State University.