Meet the CCHS executive team, and click on a photo to learn more about the people leading us into the future.
Chief Executive Officer
Chief Financial Officer
Executive Vice President
Senior Vice President, Operations
Vice President of Human Resources
Vice President of Service Network
Senior Vice President, Direct-to-Consumer
John F. Walsh
Senior Vice President, Business Development
Steve Upshaw, Chief Executive Officer
Steve Upshaw was appointed Chief Executive Officer of CCHS in June 2015. Upshaw is a seasoned veteran in developing and delivering valued consumer solutions through direct affinity partnerships and direct-to-consumer applications utilizing multi-channel marketing techniques. With more than 20 years of experience in managing consumer services and engagement solutions, Upshaw is a proven leader in driving revenue growth, margin expansion, and operational excellence with a focus on customer service. Prior to joining CCHS, Upshaw served as President of Affinion Group and CEO of Global Engagement Solutions. During his tenure with Affinion group, Upshaw served in a variety of capacities with progressive responsibility, including five years as CEO of Affinion International where he lived and worked overseas. Upshaw’s other roles included CEO Global Financial Services, CEO, Affinion North America, and COO of Affinion Group. Upshaw received a Bachelor of Science in Business Administration from the University of Bridgeport.
Richard Outram, Chief Financial Officer
Richard leads all financial and administrative activities. Richard’s prior experience includes CFO positions in public, private and private equity companies, including IC RealTech Inc, Signature Consultants LLC, PRC LLC, and Stock Spirits (USA) Inc. He has deep experience in leading companies through various life cycles and scaling businesses for profitable growth. Richard is a Certified Public Accountant, Certified Management Accountant and Certified Fraud Examiner in both the United States and United Kingdom.
Doug Stein, Executive Vice President
Doug leads the Business to Business organization which serves the Financial Services, Insurance, Real Estate, Retail and Utility markets. His responsibilities include sales, marketing and client management in support of those businesses. In this capacity, Doug oversees strategic partnerships with some of the nation’s largest and most successful companies. In addition, Doug is the President of HMS National. He also serves as President of the National Home Service Contract Association, representing the home warranty industry and is a board member of the Real Estate Service Provider’s Council. Prior to joining CCHS, Doug was an executive at Accenture engaged in domestic and international projects in corporate strategy, global program management and key business account development. Doug holds a Master of Business Administration from Northwestern University’s Kellogg School of Management.
Charlie Cavolina, Senior Vice President, Operations
Charlie leads Customer Service & Delivery Excellence, the Network of Service Providers and Telesales Operations. Prior to joining CCHS, Charlie spent 14 years with the Cross Country Group, most recently as Chief Service Officer and President of the Connected Vehicle Division at Agero. Previous to that, he served as Director of Operations for Cendant leading customer service, including several program start-ups. Charlie holds a Bachelor of Arts from Villanova University.
David Tripp, Vice President of Human Resources
David leads the development and execution of human resource strategy in support of CCHS operations and future growth plans. David leverages his collegiate and professional sports background to develop a winning team culture throughout the organization. His prior experience includes leadership positions with First Data Inc, Grove Worldwide and Shaw Industries. David holds a Masters Degree in Human Resources Development from Clemson University.
Jessica Nilsen, Vice President of Service Network
Jessica leads the recruitment and performance management of the CCHS network of service professionals. This includes identifying and building strategic relationships, procurement activities and business processes that support the Service Network strategy. It is this network of high quality service professionals that enables CCHS to build its ability to satisfy customer repair needs. Prior to joining the Company, Jessica led operations in transforming processes within Sears Home Services. She also spent 14 years in finance, operations and service roles at Motorola, where she managed the Global Service and Repair Operations for the Motorola MDb product line. Jessica holds a Master of Science in Finance from Florida International University.
Steve Burnett, Senior Vice President, Direct-to-Consumer
Steve leads the development of the Direct-to-Consumer business under the TotalProtect brand name. This includes all online marketing, site development, telesales, product, promotion and agency relationships. Prior to joining CCHS, Steve was Chief Marketing Officer at American Home Shield for 10 years. He has additional previous experience in a variety of companies including Procter & Gamble, VF Corporation, Sears and Verizon. Steve holds a Master of Business Administration from Pepperdine University’s Graziadio School of Business and Management.
John F. Walsh, General Counsel
John oversees CCHS legal affairs, including contracting, litigation, regulatory compliance and risk management. Previously he was the General Counsel and corporate secretary for Automotive Management Services, Inc., an automotive dealership management company. John has more than 20 years experience in legal and corporate arenas. John earned his Juris Doctor degree from Nova Southeastern University School of Law.
Al Venditti, Senior Vice President, Business Development
Al leads business development efforts for CCHS. He has more than 35 years of experience in affinity marketing and is recognized as a leader with a strong dedication to building lasting relationships. Al’s extensive experience in marketing a variety of products through affinity partners includes Banks, Credit Unions, Finance Companies, Utility Companies and Association Groups. He is a member in good standing with the Mortgage Bankers Association and the American Bankers Insurance Association. Prior to joining CCHS, Al held senior management positions in Business Development, Sales and Marketing at Liberty Life Insurance Company, The Money Store, TMS Insurance Services, The Chubb Group of Insurance Companies and The Credit Life Insurance Company. Al attended St. Joseph’s College, New Hampshire College and was awarded the certification of Master of Management Practices from the Corporate Learning Center, Sacramento, California.