As Founder, President and owner of Sound Telecom, Michael LaBaw provides strategic, visionary, management and operational oversight of the Company. In addition to directing Sound Telecom's management team, Mr. LaBaw is responsible for negotiating major contracts, acquisitions and divestitures. He also takes an active role in the sales and marketing strategies of the Company. Prior to founding Sound Telecom in 1986, Mr. LaBaw started his career as a Certified Public Accountant for Grant Thornton and subsequently served in key management roles as an owner or executive for a number of privately held companies. He received his Bachelor of Arts degree in Accounting from Colorado State University. Mr. LaBaw is an active supporter of several youth educational, athletic and Christian organizations in addition to serving as a director on several non-profit organizations. He is currently serving on the boards of Seattle Area Youth for Christ and Girl Scouts of Eastern Washington and Northern Idaho.
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Chief Operations Officer
Brian Gabriel is Chief Operations Officer for Sound Telecom. He is responsible for managing the daily operations of the Company’s call centers, general operations and Solaxis services division. Brian also manages special projects which include a variety of inbound and outbound customer support programs. Prior to joining Sound Telecom, Mr. Gabriel held management positions with several prominent Internet Services companies including XpenseWise.com and Greatfood.com. Brian started his career in advertising and sales before moving to Washington State. He joined AEI Music in 1995 and supervised their international customer service department and technical support call centers. Brian received a Bachelor of Arts degree in Journalism with a minor in Spanish languages from San Diego State University. Brian teaches adult education at his church and actively supports Christian ministries.
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Corporate Chief Financial Officer/Controller
Sydney Morgan Diamond joined Sound Telecom in March 2008, bringing over 20 years of experience in financial management to the company. Her background includes CFO/controller positions in the real estate, construction and engineering, gaming, and service industries. As the corporate CFO/controller, Sydney oversees all financial and administrative service operations for Sound Telecom. She received her Bachelor of Arts degree in economics from Brown University and her MBA from the University of Chicago. Sydney and her husband live in the Seattle metropolitan area and are avid supporters of several children’s organizations including First Place and Seattle Children’s Hospital.
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Director of Customer Relations
Cheryl L. LaBaw recently joined Sound Telecom as Director of Customer Relations. She is responsible for maintaining a high standard of service quality through ongoing monitoring and coaching of our call center agents. Cheryl also assists with marketing and social media. Prior to her arrival at Sound Telecom, Cheryl invested over 31 years in the customer care and service areas with United Airlines. She brings a wealth of knowledge and ideas from her experiences there in addition to working over 13 years in their call center. Cheryl’s skills in conflict resolution and customer satisfaction make her an excellent addition to the management team. As a Flight Attendant and Safety Professional she provided a more personal touch to customer concerns and safety issues. Mrs. LaBaw is passionate about health issues and has served her community by volunteering at Swedish Medical Center for three years in the Community Health Education Department. She also supports various youth organizations and child health and welfare organizations.
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Director of Operations
As Director of Operations, John Dubay is responsible for managing the day-to-day operations of Sound Telecom's multiple service delivery centers and for ensuring the highest levels of service, support, quality and value for Sound Telecom's many clients. John brings 20+ years of experience in client services, account management and operations management with outsourced BPO and customer service organizations worldwide to Sound Telecom. His ability to leverage previous experiences in multiple industry verticals and successes in the consistent management and delivery of client specific operational metrics adds value to both Sound Telecom and our diverse client base. John earned his Bachelor of Arts degree from Washington State University where he studied business administration, international business and economics.
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Bilingual Services Manager
Neri Luria joins the Sound Telecom Team as the Bilingual Services Manager. Neri oversees operations and sales in our Westminster, Colorado bilingual call center. Neri’s unique talents make her a perfect fit to manage our bilingual agent staff, develop and monitor call center performance, assist with translation and provide bilingual sales assistance. Prior to joining Sound Telecom, Neri refined her skill sets with companies including T-Mobile, Money Gram, and MCI. During her last eight years with T-Mobile she held positions in the financial department and worked with their business intelligence department as a Bilingual Quality Project Specialist. She enjoys coaching and developing representatives to provide excellent service across a diverse customer base. She lives in Denver with her family and is originally from California. Neri has previously volunteered at the Salvation Army, Habitat for Humanity and other Christian organizations. She often translates for her father who is a minister in Denver, Colorado.
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Mark Hill joined Sound Telecom in 2009. During his tenure, he has overseen every position within Sound Telecom's Information Technology Services group. Mark is now Sound Telecom's IT Supervisor. Mark oversees the company's entire IT infrastructure on a 24/7/365 basis. This includes the Spokane, Seattle and Denver facilities. Mark began his career in project management. He completed his IT degree in Spokane as an ITT Technical Institute graduate where he received a Bachelor of Science in Information Security Systems along with a minor in Networking Infrastructures. Mark is also a United States Navy veteran. He is a regular weight lifter and bodybuilder and enjoys spending time with his family.
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Account Specialist and Programmer
Tasha Miller has been with Sound Telecom since 2004. She has held many positions including that of a Telephone Answering Service agent, a Supervisor, an On-Call programmer and now she leads the programming department at Sound Telecom. Tasha’s main duties include Scheduling, Programming new and existing accounts and maintaining great customer service relationships with clients. Tasha maintains an extremely important position within Sound Telecom’s operations as she is a primary contact point for many of our valued customers.
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