Leadership

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 holds a Master of Business Administration from Texas A&M University’s Mays Business School.

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 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.

Chris leads our operations and technology organizations, as well as other Administrative functions. This includes our customer service centers, service technician network, IT strategy, operations and development and all related functions. The scope of his responsibilities integrates the development of customer driven service practices along with new technology applications to ensure continual innovation in how we serve customers. Prior to joining Cross Country Chris was President of Services at Best Buy which included leading the Geek Squad and service contract business. His deep career experience also includes global executive roles at NCR Corporation, Lenovo, Dell and Compaq. Additionally, Chris serves on the Board of Trustees for the Walker Art Center in Minneapolis, MN, one of the leading multi-discipline Contemporary Art Museums in the world.

Andrea Kane oversees our talent management, total rewards, training & development, employee recognition and internal communications strategies. Her focus is on enhancing our organizational culture and talent capabilities to better attract, develop, retain great people, and foster a highly engaged culture as a great place to work. Andrea has a proven track record of guiding companies through cultural and digital transformations, and has a passion for delivering creative and innovative talent solutions. Throughout her career, Andrea has held senior-level roles with well-known brands including AutoTrader Group, General Electric Company/NBC, Belkin International, Inc. and ADT. Andrea received her Bachelor of Science Degree in Industrial and Labor Relations from Cornell University.

Chris leads our marketing efforts, which includes overseeing our brand identity, external communications, online and offline direct response efforts, and corporate marketing initiatives. His focus will be on broadening distribution and product innovation as we work to transform our company and the home services industry by appealing to a broader range of consumer needs. Chris has more than 24 years of experience transforming brands and elevating the customer experience for some of the top organizations in the country, including Expedia and Motorola. Prior to joining CCHS, Chris was the Vice President of Retail Products and Client Solutions at Asurion, where he managed the customer experience across 35 retailers – both online and in-store – including leading brands like Walmart, Amazon and The Home Depot. Chris received his Bachelor of Arts Degree from Vanderbilt University and M.B.A. in Management from Kellogg Graduate School of Management, Northwestern University.

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.