Management Team

Mary Murcott brings more than 20 years of expertise in designing strategies, roadmaps, and developing technical and leadership competencies within companies, such as American Express, DHL, Cox Communications, to deliver world class service and sales at best-in-class economies. She served as Senior Vice President Service, Sales and CIO of Budget Rent a Car and Ryder Trucks.

In addition, Mary built her own company, Performance Transformations, Inc. and has worked with high profile Fortune 500 companies, and medium size companies in financial, healthcare, travel and other service industries. Her clients included, American Express International Card Division, American Express, Centurion Travel Division, General Electric, Time Warner, Prime Therapeutics, Daytimers, and Fifth Third Bank.

Regarded as the “Contact Center Futurist” in her industry, Mary is a noted authority on sales and operations, including multi-channel service, service level management, performance management, coaching, employee selection and retention, workforce planning, and first contact resolution.

She is an international keynote speaker on the subjects of customer experience and multi-channel customer service. Mary has spoken at numerous conferences in the U.S., Sweden, the UK, Turkey, New Zealand, and China, among others. In addition, she has designed a series of management webinars and in-person contact center seminars, both of which have been presented in the U.S. and in 26 countries. Mary has authored a book, Driving Peak Sales Performance in Call Centers, written on-line articles on customer service strategy, and is frequently interviewed on podcasts.

As a “futurist,” Mary’s vision is to help establish NOVO 1 as a technology as well as a contact center company through the development and implementation of state-of-the art applications for diversified industries, such as health care.

Mary and the entire team at NOVO 1 are committed to ensuring that our contact service center solutions deliver the highest possible return on investment for our clients and unsurpassed customer service to their customers.

Bringing over 25 years of experience in the contact center industry combined with more than 18 years of extensive expertise in CRM outsourcing and financial services, Eric Rothert oversees our multi-client inbound/outbound contact center in Fort Worth, Texas, along with our inbound contact centers in Michigan, Montana, and Wisconsin. He seeks to optimize NOVO 1’s business operations to drive consistency, and works to share best practices across all contact center sites.

In addition, Eric leads quality, training, and resource planning at the corporate level.Eric believes that building relationships and establishing good-will equity with NOVO 1 clients is paramount. As customers have entrusted the company with their respective brands, he is committed to ensuring that we exceed our customers’ expectations in sales and service.

Prior to his 18 year career with NOVO 1, Eric was the Manager of Telephone Bank Operations for the State Comptroller of Public Accounts.

Mitchell Swindell oversees the information technology (IT) systems at NOVO 1 and contracts company-wide. In addition, he leads the technology initiatives and staff for our contact centers in Montana (Billings, Havre, Glendive), Fort Worth, Texas, and Waukesha, Wisconsin.

Overall, he brings more than 24 years of technology experience within the customer service and contact center industry, all at NOVO 1.  Mitchell guides NOVO 1’s technology initiatives to ensure that they are aligned to the company’s business goals and operational needs. In addition, he serves as chief liaison between the IT employees and NOVO 1’s executive team.

Prior to his current role, Mitchell was senior engineer within AMR Corporation’s TeleService Resources. In this position, he was a significant contributor to the development of Visual-Agent Environment, which was awarded the “1998 Object-Oriented Project of the Year” by Application Development Trends magazine.

At NOVO 1, Mike Satterlee is responsible for our three Montana-based, multi-client inbound contact centers. Prior to being promoted to his current position, Mike served as our National Account Manager.

Responsible for delivering our unique value proposition, Mike also ensures our commitment and accountability to our clients. He is guided by the belief that our role is delivering measurable business improvement to our customers.Before his career at NOVO 1, Mike 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 managing people, plus a deep understanding of marketing at both national and international levels.

Judy Baksic joined NOVO 1 in 2001 and contributes more than 21 years of managerial experience in 24/7 contact center environments. Through her experience, she has the ability to quickly assess contact center operations and implement the proper balance of people, processes and technologies.

Judy is widely recognized for having the capacity to develop client-focused organizational cultures and improved employee productivity resulting in significantly higher customer satisfaction. Her experience in contact center best practices, process development / improvement and knowledge management also adds value to our team.

Mike Larose is directly involved with current and prospective clients to ensure our solutions and services surpass their set standards and expectations. Mike has been with NOVO 1 for 10 years and has helped coordinate many successful campaigns in the retail, telecom, utility, logistics, publishing, membership and lead generation channels. 

Mike started his career serving in the Air Force, which eventually lead to a 20-year career in retail. Before coming to NOVO 1, he served as Senior Vice President for the largest floor covering chain in the U.S. and gained extensive experience in direct marketing.

Suzanne Ruland brings over 18 years of diversified leadership, sales, marketing and financial experience in both small and corporate business environments to NOVO 1. In addition, she has served in various leadership sales roles spanning a variety of market segments.

As part of our national sales efforts, growing sales channels, spearheading strategic sales programs and launching new market initiatives, Suzanne works in close partnership with our current and future customers in a never-ending effort to ensure their contact center needs are fully met.

Prior to NOVO 1, Suzanne worked for CNH Global Corporation (formerly Case Corporation). It was in this role that she led the development and management efforts for their first corporate marketing strategy in Customer Relationship Management. Before CNH, Suzanne served in various leadership roles for GE. There, she built sales teams, developed strategic operatives and drove portfolio growth for GE Medical, GE Aircraft Engine and GE Financial Services.

Rudy DuBay has spent the last 20 years in the contact center industry where he held positions as Vice President Sales for Sitel Interactive and, more recently, Senior Vice President Sales for ICT Group.His primary focus has been local & wireless telecommunication companies and large commercial accounts.

Rudy began his career as a systems engineer designing telephone traffic data collection products for TeleSciences, Inc., one of the first providers of Telco switching equipment enhancements.