Locations

NOVO 1 sites are located in communities accessible to a well-educated labor force conducive to recruiting superior customer service advisors. Our all-American network of contact centers provides clients with options for dedicated or shared service from advisors with exceptional customer service skills and an unparalleled support system. In addition, NOVO 1 offers “hub and spoke” work@home solutions to ensure continuity of culture and performance.

 

  • Dan Hammelman
    Dan Hammelman – Vice President Operations
    Dan Hammelman provides operations leadership to all NOVO 1 contact centers in Texas, Michigan, Montana and Wisconsin. He coaches his team to exceed client expectations by driving optimal utilization and maximizing efficiencies across multiple sites. He has more than 20 years of call center operations experience centered on customer service and sales within the healthcare, insurance and financial services industry. His focus on standardization, process redesign and continuous improvement to enhance efficiencies and improved quality for clients has resulted in recognition for world-class customer service by JD Powers, ICSA and ICMI. He has implemented many forward thinking processes and programs to support an “Employer of Choice” culture. Prior to NOVO 1 he worked for ADP Inc. leading their BPO Employee Service Center operations in 5 domestic and 2 international locations. He has held senior leadership positions with State Farm Insurance Companies and The Minnesota Department of Revenue. A native of Grinnell, Iowa, he is a graduate of the University of Northern Iowa where he earned his BA in Management, Business Administration. Dan is a member of the ICMI Advisory Board.
  • Judy Baksic, Site Director
    Judy Baksic has led operations for NOVO 1 in Waukesha since 2001 and has 22 years of managerial experience in 24/7 contact center environments. She quickly assesses contact center operations and implements the optimal balance of people, processes and technologies to provide NOVO 1 clients optimal call center services. Baksic began her career in the telephone answering service business as an operator and advanced to her position as a manager. She is originally from Michigan and has resided in Wisconsin since 1962.
  • Leila Lassetter, Site Director
    Lassetter has more than 20 years of direct management experience, with the last fifteen dedicated to the contact center industry. Prior to joining NOVO 1 in 1996, she served as an Area Manager for a major menswear retailer and gained hands-on customer service experience while working for Eastern Airlines. During her career at NOVO 1, Lassetter has held positions of increasing responsibility in Program Implementations, Operations Support, Client Services, Team Leadership and Account Management. She has led numerous programs for both inbound and outbound customer service and sales initiatives. A native of Manati, Puerto Rico, Lassetter studied Political Science at DeKalb College in Atlanta, Georgia.
  • Mike Satterlee, Site Director
    Responsible for NOVO 1 operations in Montana, Mike Satterlee leads multi-client services in a dedicated and shared environment. He has been with the company since 2002. Before his career at NOVO 1, Satterlee owned and operated a sporting goods mail order catalog, a manufacturing company and a retail sporting goods company. In these diversified and expansive roles, he gained vast experience in managing people, plus a deep understanding of marketing at both national and international levels. A native of Williston, ND, Satterlee earned a bachelor’s degree in Accounting and Business Management from the University of North Dakota.
  • Michelle Levy, Site Director
    Michelle Levy leads the company’s Holland Contact Center and is responsible for staff development, planning and ensuring that client expectations are exceeded. Levy is a distinguished contact center leader with strategic expertise and a success record of operational excellence while expanding premier client relationships. She is a customer-focused and performance driven executive with the customer outsourcing experience needed to deliver exceptional service to multiple clients. Levy joined NOVO 1 from Advanced Call Center Technologies in Douglas, Arizona, where she was Site Director.  She was previously Executive Director for Central Florida Investments and Client Service Director for Precision Response Corporation in Orlando, FL. She attended the University of Central Florida.