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Dave Durocher started getting arrested at 13 and by the time he was 38, he had been to prison four times for a total of fifteen years. Dave was arrested yet again, and this time he was facing a 19 year prison sentence, but a judge allowed Dave to go to Delancey Street, a residential self-help program, instead of prison.

Dave completed his initial 2 year commitment there, but ended up staying for a total of 8 years, with the last 5 spent as the Managing Director of the LA Delancey Street Campus, overseeing 250 residents and a number of vocational training school businesses. Dave oversaw a 300% increase in revenue during his tenure over the facility.

In 2015 Dave co-founded The Other Side Academy in Salt Lake City, Utah. The Other Side Academy is a two-and-half-year Life Skills Academy similar to Delancey Street, where men and women can come to learn about honesty, accountability, integrity hard work and self-respect. Dave is currently the Executive Director. Since then, he and his leadership team have:

• Started multiple highly successful social enterprises: The Other Side Movers, The Other Side Thrift Boutique, The Other Side Builders, and The Other Side Storage
• Grown combined revenues to over $8 million per year—making The Other Side Academy financially self-sufficient.
• Spoken to scores of business and professional groups, across the U.S. including TEDx, multiple university audiences and the World Federation of Therapeutic Communities in Bangkok, Thailand and Delhi, India.
• Consulted with governors, senators, congresspersons and government leaders across the U.S. on issues related to cycles of criminality and addiction.

Dave’s motto has become: “I spent the first half of my life helping people die. I will spend the second half of my life helping them live.” Dave is tenacious, interpersonally skilled, a good manager and an inspiring public speaker; helping countless others regain their dignity and their lives.

Tim Haag serves as an ACA International Board Member and as President-Elect. He is a Past President of the Great Lakes Credit & Collection Association and International Collector’s Group. He also is a frequent industry speaker, addressing both healthcare revenue cycle and receivables management leaders.

Haag is also the President & CEO of State Collection Service, carrying on his family legacy as the third generation of Haag’s to lead the company since its inception in 1949. He has been with the company since 2009, starting out as a Sales Executive and quickly taking on the roles of Director of Client Services, Vice President of Support Services and now leading the team as President. Over the past several years, Haag has played a key role in State’s exceptional growth. During his tenure, the company has grown its staff by over 300% so it is currently employing nearly 700 people and is now the preferred receivables partner for major healthcare systems throughout the United States. His efforts were crucial in State being named a Best Places to Work the past eight years and being named as one of the “Top 10 Most Innovative Agencies in 2019”.

Haag enjoys spending his summers on the lakes near Madison, WI with his wife Kristen and chocolate lab, Rizzo.

A successful serial entrepreneur, Terrel L. Bird, CEO, and co-founder of TCN, has been at the forefront of Voice Over Internet Protocol (VoIP) and call center technology for 15 years.

Before co-founding TCN in 1999, Terrel served as president of Northern Allied Steel and Propane for 16 years in Ontario, Canada. Seeking the opportunity for his young children to grow up in the States, Terrel began researching emerging technologies for a new business venture and recognized an opportunity in VoIP and call center technology. He created TCN with a mission of implementing groundbreaking changes, following his vision of how the technology would evolve over time. Shortly after launching TCN in St. George, Utah, he made the area his home.

Under Terrel’s leadership, TCN has grown steadily and is now recognized as a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Combining a deep understanding of call center users’ needs with a highly affordable delivery model, TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspapers, collection, education, healthcare, automotive, political, customer service, and marketing.

Terrel and his team credit the lasting success of TCN to the planning efforts at the inception of the company. TCN has successfully and consistently provided the most cutting-edge call center solutions that help its customers operate efficiently and cost-effectively by taking a consultative approach to serving customers.

Along with spending time with his wife and 10 children, Terrel has long been a fan of the great outdoors, competing in 100- to 200-mile races. He received a B.S. in accounting from Brigham Young University.

Jesse Bird is the co-founder and chief technology officer of TCN. Since co-founding TCN, Jesse has played a vital role in establishing and developing what has now turned into a global software company. Jesse spearheads the software development, implementation, and execution of TCN’s call center technology while leading the company’s strategic direction and global expansion.

With more than two decades of technology experience, Jesse has specialized in network and database design, cloud computing, process improvement, CRM, speech analytics, business intelligence, omnichannel tools, physical hardware, and virtualized computing environments.

As an industry trailblazer, Jesse continues to play a critical role in keeping TCN’s call center platform at the forefront of the industry. Over the last several years, Jesse has taken an interest in call blocking, labeling, and STIR/SHAKEN and how these issues are getting resolved using software.

Darrin Bird is the Executive Vice President at TCN. Within this role, Darrin is responsible for overseeing all business operations, establishing best practices across sales and account management teams, and driving execution. With over 20 years of experience in the IT and software industry, Darrin has a proven track record of building and mentoring high-performing teams, increasing capital, creating strategic plans and implementing organizational structure.

Prior to joining TCN, Darrin served as the Chief Operating Officer of Global Connect, another leading cloud-based dialing and communication services provider. In this role, Darrin played an instrumental part in overseeing all facets of the organization and overarching business performance levels, including introducing several new divisions. Under Darrin’s leadership, Global Connect has grown steadily and developed platforms that have attracted major companies, including Blackboard Inc. that acquired Global Connect’s K-12 student messaging notification system. As part of TCN’s merger with Global Connect in December 2015, Darrin has leveraged his background in operations to help further TCN’s presence and expertise within the contact center community.

Darrin worked at various companies including Swift Transportation as a Senior Financial Operations Analyst and PricewaterhouseCoopers as a Senior Associate.

Darrin began his career as a Certified Public Accountant (CPA) through the California Board of Accountancy. He received his B.S. degree in accounting and finance from Brigham Young University. As a family man, he enjoys spending time with loved ones and participating in outdoor recreation. Darrin is also very involved in philanthropic activities such as working to mentor youth in his community.

Bryce Payne spearheads all global partner and channel efforts at TCN. With over 20 years of experience in the telecommunications industry, Bryce has contributed significantly to the company’s rapid growth by successfully building partnerships across multiple industries and acquiring new customers globally.

An industry veteran, Bryce holds years of experience working with various phone systems and cloud-based call center technologies. Prior to joining TCN, Bryce owned and operated Nutel Wireless, a wireless telecommunications store, for eight years. Before that, he served as the Operations and Sales Manager with Nutel Technologies, an NEC phone systems reseller, heading up the sales department and growing its customer base.

His personable approach and extensive understanding of the call center industry have proven invaluable in his career, even internationally. He has helped expand TCN’s global operations in the Philippines, the United Kingdom, and Australia.

Over the years, Bryce has adopted an interest in aviation, earning his certification as a Robinson R-44 helicopter pilot. For the past 10 years, Bryce has been a helicopter pilot for the Washington County Search & Rescue in Utah and was awarded The Dedicated Member Award. Bryce earned a B.A. degree from Brigham Young University.

​​Dave Bethers is the Vice President of Product at TCN. Within this role, Dave oversees product development, onboarding processes, and continuous feedback from clients using the TCN Operator platform. As an industry veteran, Dave has been at the forefront of call center technology, spearheading strategic partnerships and assessing client initiatives for TCN’s global operations.

Specialized in results-oriented needs assessment, solution design and implementation management, Dave has a proven track record of finding ways to maximize efficiency, profitability and growth for his clients. Most recently, he has played an integral role in developing and onboarding education to clients on the value of leveraging TCN’s Business Intelligence platform to make more informed decisions through real-time big data and analytics. Dave’s path to success has been fueled by his drive to maximize efficiency, profitability, and growth. He did so with a focus on people, results-oriented needs assessment, and implementation management.

Dave received a B.A. in Psychology with a concentration in learning and behavior science and a Masters in Education in Instructional Technology from Utah State University.

Scott Brownlee is an industry veteran in the call center and financial services industries. During his over thirty years of hands-on experience in the ARM industry, he has focused mainly on the healthcare vertical and has gained a wealth of practical knowledge. In 2003, Scott successfully started a new business vertical at a near-shore contact center that had its agents outperforming the USA-based control group of agents at a 1-1 level within four months.

Scott continually strives to be the best asset to his organization and drive maximum efficiency of operations to ensure best-in-class performance. While serving the ARM industry through his active involvement in multiple trade associations, Scott has increased performance at every step in his career for his organizations.

From serving on the ACA International Council of Delegates, the ACA International Education & Credentialing Committee and his current position serving on the ACA International Healthcare Committee, Scott continues to enhance the performance of the ARM industry at the local, regional and national levels.

Mike Borden is a Senior Account Manager at TCN. Since starting in 2004 as a Sales Representative, he has since strived to bring all of TCN’s customers better service through his dedication and TCN’s advanced software. After majoring in computer science, Mike went on to work in the realm of IT for years and has dedicated much of his career to providing consumers with technology solutions. When he is off the clock, Mike enjoys spending time with his family in the beautiful outdoors and fishing.

Taylor Checketts is a seasoned Healthcare Sales Executive with a diverse and dynamic skill set, honed through his education and career journey. With a degree in Business Administration, a minor in Visual Technologies from Utah Tech University and a passion for all things technology, Taylor inevitably joined TCN’s team where he has dedicated the past 12 years to providing top-tier customer service by helping his customers’ organizations grow.

Taylor has a deep understanding of technology and its transformative potential in the realm of healthcare and business operations. He firmly believes that "A comfort zone is a nice place to be, but nothing ever grows there." This philosophy drives him to consistently outperform himself, day after day, with the understanding that personal growth and achievement stem from within. Reinforcing the notion that success lies in one's dedication and relentless effort. Taylor's relentless pursuit of excellence and personal growth makes him an invaluable asset to TCN and its clients.