Matthew Vallejo – Head of Call Center Operations
Matthew was born in Arizona and moved to San Diego in 2004. Matthew has over 30 years’ experience managing operations and leading people. He has worked in both the public and private sector, and has managed staff and vendors in different geographic regions that deliver products and services to consumers. Matthew has a strong track record of leading operations to double digit growth through strong oversight and hands-on engagement. He was frequently recruited or promoted to perform turnarounds, or to develop and implement solutions to improve operational performance, lessen risk, and increase profitability. He is passionate about developing staff and delivering high quality service to customers. Matthew started with ICD in August of 2016 and is responsible for all aspects of the centers operations. Matthew has a bachelor’s and master’s degree from Northern Arizona University, and a second master’s from University of Phoenix.
Mika Massey – Human Resources, Sr. Manager
Mika, aka (Tamika) was born in Kansas City, MO and moved to the SF Bay Area after attending college. Mika has over 17 years of experience as a Human Resources Professional and has worked in a variety of businesses ranging from Tech, Bio/Nano-Tech to Manufacturing in the Bay Area, Las Vegas, NV and now San Diego. Mika has been with Intelicare Direct since April, 2014 and in her past and present role(s) Mika has been responsible for developing and managing all processes and policies related to human resources, such as employee relations, recruiting, onboarding, payroll, benefits, safety and worker’s compensation. Mika has also helped Intelicare Direct achieve awards from Governor Brian Sandoval for Operation Homefront and Honor a Hero – Hire a Vet. She is a longstanding member of the CAL Chamber, Society for Human Resources Management (SHRM) and Northern CA Human Resources Association (NCHRA). Mika holds an Associate’s Degree in Business from Longview College along with Scholastic Awards from the Board of Trustees and the National Chapter of Black Business Women. She has completed several courses from UNLV and Dale Carnegie for leadership and employee behavior.
Anna Hadsabout – Finance, Manager
Anna Hadsabout moved here from Thailand and has been living in San Diego since her arrival.
Anna has over 15 years of diverse experience in Finance and has worked in industries such as medical, construction, engineering, and telecommunications. Anna joined ICD in October of 2014. In her current role, Anna is responsible for developing and managing all processes and policies related to finance such as payroll, accounts payable, customer refund processing, budgeting, and purchasing. Anna is also the Vice President and Treasurer of Modern Lao Ladies, a club that is dedicated to supporting community organizations and sharing her cultural heritage, preserving it for future generations.
Dezaray Hammond – Manager, Training and Development
Dezaray Hammond is originally from Sacramento, California and relocated to San Diego in 2004. She has fourteen years of customer service experience, five of those years related to training and management experience. She is skilled in the areas of facilitation, work motivation and engagement, team building, psychological measurement, and teaching. Dezaray has been employed at ICD since January, 2017. Dezaray plans, develops, and manages all aspects of training activities for call center employees using creative and engaging techniques based on behavioral research. Dezaray earned a Bachelor’s degree in Psychology from Ashford University and a Master’s degree in Organizational Psychology with a specialization in Strategic Human Resource Management from Alliant International University – California School of Professional Psychology in San Diego. She is currently completing her research dissertation which will earn her a PhD in Organizational Psychology from Alliant. Dezaray also peer coaches colleagues on professional development topics in her personal time.
Adam Rahamim – Manager, Workforce Optimization
Adam Rahamim is originally from Tel-Aviv, Israel. He relocated to San Diego two years after completing his military service of the Israeli Defense Forces. Adam has 12 years of customer service experience, as well as five years of management experience. Adam has been employed at ICD since March, 2014. In his current role, Adam is responsible for forecasting call and correspondence volumes, as well as establishing staff schedules to ensure service and costs standards are met. He is also responsible for the Quality Assurance department to confirm all employees and departments are within set metrics. As of June, 2017, he will have finished the PMCP course with the San Diego Community College District.
Brandon Wright – Manager, Member Services
Brandon is originally from San Diego, but moved around the country. He returned to San Diego in 2010. He has over 18 years of customer service and supervisory experience, with seven of those years working in contact centers. He started at ICD as an agent, and was promoted through the ranks to his current manager role. In this role Brandon manages and coordinates daily call center operations, motivates and coaches teams to optimize performance, performs and evaluates staff performance analysis reports, forms and enforces policies regarding conduct, and monitors staff calls for quality assurance purposes. Brandon attended the University of North Carolina, Greensboro focusing on Philosophy with a specialization in Epistemology. As of June, 2017, he will have finished the PMCP course with the San Diego Community College District.