Founded in 1995, ACCA was created in partnership with a group of contact center managers, industry-related suppliers and the Economic Development Division of the Austin Chamber of Commerce who wished to create a local trade association specific to the contact center and customer experience industry. Still a thriving organization, over 20 years later, ACCA has a consistently growing membership base and dedicated Board of Directors.

Everyone agreed that there was an unfulfilled need for a local alliance of contact center organizations to promote and support the local industry. Their vision for the new alliance encompassed networking and sharing of best practices through monthly events, and providing industry-specific information geared towards the contact center manager.

ACCA became a 501c(6) non-profit association and remains an affiliate of the Chamber of Commerce through its Economic Development Division. The ACCA office resides within the Chamber of Commerce offices.

Since ACCA's founding in 1995, it has grown to represent over 150 companies, of which approximately 75% are contact centers and 25% are vendors. Our 2004 survey showed that the Austin-area contact center industry was thriving with over 100 contact centers representing more than 18,000 employees. 

We are a group of professionals committed to each other’s success. Our diverse membership includes all organizational levels from C-suite executives to front-line employees.

ACCA produces bi-monthly Network and Development Lunch events and our cornerstone annual event, the Fall Symposium and XPO, connecting our members with the resources and education they need to excel in their careers and grow their organizations.

 Mark Brody | Board President

Mark is the CEO and Founder of Brohawk Solutions, LLC launched in August 2018. He is a Customer-focused Contact Center Professional with over 30 years of experience spanning multiple industries to include client management, quality assurance, contact center leadership, and workforce management expertise. 

Mark currently serves as the ACCA President, as well as member of the Community Impact Council for The United Way of Greater Austin. Mark is an independent consultant who works with contact centers and is focused on aligning people, process, and technology for a better employee experience leading to an optimized customer experience. In addition to working directly with clients, Mark works as a certified independent evaluator for the J.D. Power Customer Service Practice.

 Camille Rosales | Board Member

Camille Rosales is a visionary leader with over 13 years of experience driving transformation in customer experience, BPO operations, and organizational strategy. As the Founder and CEO of Synervo Group, Camille leads a consulting firm specializing in designing and optimizing contact centers. Her focus on leveraging advanced technologies such as AI, IVR systems, and chatbots has delivered measurable results in improving efficiency, enhancing customer satisfaction, and reducing operational costs.

Previously, as Vice President of Customer Support at Hippo Insurance Services, Camille led a global team of over 250 professionals and implemented cutting-edge solutions that streamlined operations and achieved industry-leading performance benchmarks. Her strategic initiatives not only optimized workflows but also cultivated a culture of inclusivity and collaboration.

A staunch advocate for career advancement in the contact center industry, Camille serves as a board member of the Austin Contact Center Alliance. She champions the development of local talent and actively works to bridge the diversity gap in customer experience and insurance sectors. Through leadership panels and mentoring programs like Everwise, she supports professionals in achieving their career aspirations.

Camille’s dedication to innovation and community extends beyond the workplace. She is passionate about creating solutions that combine technology with the human touch, ensuring organizations can meet evolving customer expectations while maintaining a focus on empathy and care. Her ability to integrate AI and automation into customer experience strategies underscores her commitment to driving the future of the industry.

 Jennifer Floyd | Board Secretary

Jennifer is a native Detroiter who now calls Austin home for 10 years and loves it more and more each warm and sunny day. Jennifer has been in the contact center world for close to 30 years. Starting as a CSR selling blinds, wallpaper and carpet over the phone, Jennifer quickly rose to Team Lead and Supervisor within 1 year. She led and developed a very successful sales team for over 5 years. Jennifer then followed one of her early mentors to an organization that managed the tuition reimbursement process for many Fortune 500 organizations where she was promoted from Supervisor to Operations Manager. After 10+ years with that organization, Jennifer then landed at the company that would ultimately lead her to Austin – Aditya Birla Minacs (ABM).  ABM was a business process outsourcer (BPO) that started as a staffing organization (Minacs) and morphed into being a major BPO player for Fortune 500 companies.  

Jennifer, with ABM, led teams that supported Verizon, Western Union, On-Star, and she was chosen to represent ABM as the Site Director in a 500+ seat contact center supporting several business lines for General Motors. Jennifer ended her 10 year career with ABM when they divested interests in the States. Jennifer is now with Austin Energy as the Director of Customer Care Services. As she approaches her 8 year anniversary with Austin Energy, she continues to be energized by serving the citizens of Austin.

 Paul Russo | Board Member

 Renee Odunaiya | Board Member

Renee Odunaiya is an enthusiastic and passionate management professional specializing in superior customer experience and operations management. With nearly two decades of customer-focused experience, she has a history of proven quality, improved efficiency, and increased revenue. Renee has the ability to produce highly effective support teams and to nurture stellar client relationships.

While obtaining a bachelor’s degree in business management, Renee found her contact center career niche as a Microsoft Xbox support agent. There she displayed a natural ability to deescalate an eight-year-old who just lost 50 hours of gameplay. She quickly worked her way up through escalation, quality support, and supervisory positions, becoming a trusted operations manager who was often called upon to put out the toughest fires.

Renee’s career has included work for a variety of companies, ranging from small start-ups like BigCommerce to major corporations like Google and Electronic Arts. She is currently the Director of Client Services at ModSquad, overseeing all North American client operations.

Renee is well regarded for her vendor management abilities, reflected in her adept work on behalf of both vendor and client. She possesses exceptional problem-solving skills and a never-give-up attitude, and is known as a direct but fair leader. Renee prides herself on always finding ways to bring improvements to the teams or projects with which she works.

In her spare time, Renee enjoys going to the gym, spending time with family, and binging Netflix. However, her most important and fulfilling role is as mother to the 21-year-old daughter and nine-year-old boy-and-girl twins who make her life incredibly fun. From martial arts, basketball, and football tournaments to early-adulting challenges, her children ensure that there’s never a dull moment for Renee.