Michael LaBaw, President & Founder
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 board of Seattle Area Youth for Christ.
Brian Gabriel, 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.
Sydney Morgan Diamond, CFO/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.
Cheryl LaBaw, Director of Customer Relations
Cheryl 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 call center agents. Cheryl assists with marketing and social media. Prior to her arrival at Sound Telecom, Cheryl invested 32 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. She also supports various youth organizations and child health and welfare organizations.
Andrew Tillery, Marketing Director
Born and raised in Oregon, Andrew has now put down roots in Seattle, because he refuses to call anywhere but the Pacific Northwest home. After graduating from Portland State University with a double major in Marketing and Advertising, he spent some time learning Spanish and experiencing all that South America has to offer. It was while he was south of the equator that he uncovered an interest in writing that he strives to develop whenever the opportunity is presented. When Andrew isn't taking care of business at the office or volunteering at Food Lifeline, he is throwing fuel on his fiery passions for sports and the outdoors.
Derrec Williams, A/R and Credit Manager
Derrec Williams is Sound Telecom’s A/R & Credit Manager and brings 19 years of customer service, financial services, collections and accounting experience. He was born and raised in Belfair, WA in Mason County where he frequently visits friends and family that are still in that area. Presently residing in Seattle, WA, Derrec joined Sound Telecom in 2009 as the A/R Collections Specialist. In 2012 Derrec was promoted to his current position as the A/R & Credit Manager, managing the Billing department and supervising the current A/R Collections Specialist. In his spare time, he enjoys camping, hiking, spontaneous road trips to new destinations, traveling, concerts, theater, dining out at new restaurants, cooking and spending time with family and friends. Derrec served as a volunteer for Sound Telecom’s support of Habitat for Humanity.
Rita Torres, AR Collections/Credit Agent
Rita Torres joined the Sound Telecom Corporate office as the AR Collections/Credit Agent in July of 2014. She spent her childhood traveling the world as a Navy ‘brat’, but has been calling Seattle her home since 1995. Her key responsibilities include credit reviews, customer account alterations, customer service and ensuring monies are received from current accounts. She earned her Associates degree in 1993 when she studied Marketing at Brooks College in Long Beach, California. She collectively has over 20 years of experience in customer service and accounts payable/receivable. Rita is passionate about her family, friendships and making new connections. She is definitely considered a social butterfly and embraces the opportunity to help others wherever she goes.
Dylan Snodgrass, Office Manager
Dylan is the Office Manager for Sound Telecom. He is responsible for providing excellent customer service for callers and clients while also taking care of the various needs around the Seattle headquarters. It is not uncommon to also find Dylan helping out with Human Resources, Accounting and Billing as necessary. Before joining the Sound Telecom team, Dylan worked with a large call center providing training for new agents. He also worked for a call center start-up for multiple years with positions ranging from Customer Service Representative to Team Lead Supervisor for a crew of over twenty agents. When Dylan isn't helping manage the office, he is spending time enjoying video games, or playing board games with a local group in Seattle. The Emerald City always felt like home for Dylan while he was growing up an hour away in Bremerton, so now that he has finally moved to Seattle proper, he couldn't imagine living anywhere else!
Bruce Valles, Sales Consultant
Bruce Valles became part of the Sound Telecom team in June 2014 as a Sales Consultant. He is in a unique position that makes it possible for him to build relationships each and every day. While increasing sales through the entire suite of Sound Telecom Telephone Answering Services is one way of looking at what Bruce does, he prefers the perspective of getting to help companies solve the unique challenges they face and aid them in growing their businesses. Bruce, who is a true believer in being excited about the companies he works for, has always had a tremendous interest in sales. He comes fresh from the mortgage industry where he established an ability to work with people and create solutions when confronted with tough scenarios. In the event Bruce isn't being a Jedi on the sales floor, you can find him at the driving range improving his form or tearing up the Pacific Northwest outdoors with his family.
Mark Hill, IT Supervisor
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.
Tasha Miller, 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. Tasha serves her community by volunteering for the Muscular Dystrophy Association.
Melinda Howard, Supervisor
Sound Telecom recently promoted Melinda Howard to a Supervisor position based on exemplary performance as a representative since coming on board in July 2008. She was often recognized in being a “Sound Telecom Super-Agent” in maintaining World Class Quality on her calls. Melinda’s strengths have led her to be a training resource during the onboarding of new representatives and she takes great pride in developing team members who are invested in the customer service experience at all levels. Sound Telecom is excited to have her on the Supervisory team and looks forward to the successes she will bring to the team in the future.
Michelle Carson, Supervisor
Michelle Carson is a seasoned and well-rounded leader who has been an integral ingredient in Sound Telecom’s success over the past 8 years. Ancillary projects and responsibilities in which Michelle has also participated in and excelled at have been in our account programming department and client services. Michelle leads by example through hands-on participation in call handling on the front lines and has garnered the respect of her team members and peers. Michelle’s ability to engage and develop her team members is a primary focus and one which provide a foundation for future growth.
Miranda James, Supervisor
Miranda James serves the Sound Telecom customer base as a Supervisor who has dedicated 4 years of her professional experience to the growth and success of the company. Her flexibility in being a team member has been displayed in various roles within the organization. She has been instrumental in building out training materials and processes to ensure our representatives are given tools to succeed. Additionally, Miranda has served in the capacity of interviewer and recruiter for Sound Telecom with the focus on hiring individuals who are customer-centric and will bring long term talent to the Answering Service and Call Center floor.