CBE Customer Solutions  Leadership Team

Tom is CBE's founder and Chairman, beginning his tenure with the company in 1978. He has led CBE through multiple expansions and acquisitions, growing the workforce from 25 employees in 1986 to more than 1,000 professionals today. Tom has served on the Board of Associated Credit Bureaus of America, on American Collectors Association International committees, and as President of Medical Dental Hospital Bureaus of America. He is the founder of Leader Valley, a business-education partnership program for Cedar Valley K-12 students and is a graduate of Mankato State University.

Erica joined CBE in 2013 and serves as President and CEO, executing the company's business plan and driving results across the organization. A Certified Public Accountant, she previously held positions at RSM and John Deere and contributes her expertise to the Cedar Valley United Way Board of Directors, the Executive Committee for Cedar Valley Women Connect, and Women Lead Change. Erica holds a Bachelor of Arts in Accounting with a Finance minor from the University of Northern Iowa and an MBA from the University of Iowa.

Nick joined CBE in 1997 and serves as Chief Risk Officer, ensuring regulatory compliance, driving continuous improvement, and working closely with clients to align CBE's programs with their requirements. Before CBE, he was Director of International Operations at The Mutual Life Insurance Company of New York (MONY), where he focused on operational efficiency and revenue growth. Nick holds a Bachelor of Arts in Business Administration and Sociology from Principia College and an MBA from the J.L. Kellogg Graduate School of Management at Northwestern University.

Alex joined CBE in 2013 as Chief Operating Officer, providing strategic direction across first- and third-party collections, fraud management, and customer care services. With more than 27 years of experience in accounts receivable management, he previously held senior leadership roles within Sallie Mae, leading strategic vision and fiscal guidance across three subsidiaries. Alex is an alumnus of the University of Tennessee, and a diehard fan known to break into an impromptu jig when "Rocky Top" plays.

Dr. Smothers serves as Chief People Officer at CBE Companies, responsible for the company's human capital strategy across succession planning, talent management, training and development, and compensation. He previously held leadership positions including Director of Academic Affairs and Chief Academic Officer for the University of Phoenix. He brings over a decade of financial services experience from firms including Edward Jones, Invesco, A.G. Edwards & Sons, and Prudential. Dr. Smothers holds a Ph.D. in Organization and Management from Capella University, an MBA from Fontbonne University, a BS from Southern Illinois University, and graduate certificates in Project Management and Marketing from the University of Phoenix.

Melissa joined CBE in 2013 and serves as Chief Financial Officer, providing the financial and strategic leadership that supports CBE's value-based growth. Across her tenure, she has held positions including Financial Analyst III, Director of Corporate Financial Planning & Analysis, and Vice President of Corporate Strategy. A Certified Public Accountant, Melissa serves on the Junior Achievement Cedar Valley Area Board and the Women Lead Change Advisory Council. She holds a bachelor's degree in accounting and finance from Wartburg College and an MBA from Viterbo University.

Craig leads CBE's information technology strategy, bringing 37 years of industry experience and deep expertise in emerging technologies. He honed his IT strategy expertise through senior roles at TEC Services and GC Services. At CBE, he oversees the development and implementation of IT solutions that enhance service delivery, operational efficiency, and client satisfaction. Craig focuses on practical technology investment that supports operations rather than complicating them.

Brian joined CBE in 2010 and leads operations to ensure the company achieves client portfolio objectives while exceeding expectations. Responsible for CBE's compliance with client requirements and federal and state regulations, he continuously evaluates policy effectiveness, reports on emerging trends, and applies continuous improvement principles across CBE's programs. Brian holds a BS from the University of Iowa.

LeGrand leads CBE's BPO operations function, bringing more than two decades of experience managing large-scale contact center operations globally, including roles managing operations across North America and Asia. His work focuses on optimizing processes, building dynamic team cultures, and leveraging current technologies and data-driven insights to enhance operational efficiency, deliver exceptional customer experiences, and drive sustainable growth.

Jeff leads CBE's government-sector growth strategy, customer partnerships, and business development initiatives, with extensive experience in government contracting and complex contact center programs supporting agencies including FEMA, CDC, CMS, and the Department of Defense. Before joining CBE, he held leadership roles with Maximus and GDIT, where he built high-performing teams and secured major federal opportunities. At CBE, he is focused on expanding the company's government footprint and driving outcomes for customers and subcontracting partners.

Jonas has overall responsibility for CBE's business operations in the Philippines, including financial performance, client competitive rankings, and profitability. With more than 18 years of BPO and call center experience, he has managed multi-channel customer engagement programs (inbound, outbound, email, chat) and back-office operations including order management, invoice processing, and online marketing. Jonas is experienced in process and continuous improvement through Six Sigma methodology and automation.

Kristen oversees, coordinates, and executes CBE's training and organizational development programs across three locations. She manages technical and soft-skills training for all employees and the creation, implementation, and maintenance of ongoing development programs. Kristen joined CBE in 2006 as a collection associate and has held roles including Team Captain, Supervisor, Trainer, and Manager of Training. Her career reflects CBE's culture of internal advancement and gives her direct insight into what frontline employees need to succeed.

Brian leads CBE's operational innovation work, with responsibility for activities within the Analytics team and internal application development. His focus is integrating technologies to automate processes across the organization and provide the best possible consumer experience.

Brian brings more than 18 years of expertise in the accounts receivable management industry, including ownership and operation of a collection firm specializing in prime and early-out medical collections. He also shapes collection strategies and operational approaches across key client programs including UTMB. He handles escalations and sensitive issues requiring executive-level involvement, and collaborates with senior leadership to evaluate performance, identify risks, and recommend continuous improvement initiatives.

Jeff focuses on CBE's collection, analysis, and application of data, ensuring work strategies meet and exceed expectations across every portfolio. He holds a degree in Business Administration and Management from Hawkeye Community College and attended the University of Northern Iowa.

Misty has been with CBE since 2006 and is responsible for setting service standards that drive optimal client satisfaction. She excels at establishing consistency for client requests and communication. Misty previously served as Director of Operations for CBE Education Services and holds a BA from the University of Northern Iowa.

With over 15 years of experience leading high-performing teams, Casey develops marketing strategies that drive brand awareness, pipeline growth, and revenue. As an expert in digital marketing and demand generation, she turns market insights into actionable growth opportunities, aligning marketing initiatives with CBE’s business goals. Casey holds a masters in integrated marketing communications from West Virginia University.

Amanda’s leadership at CBE covers roles of progressive responsibility within operations, customer service, and HR strategy, supporting a culture of excellence. She oversees all stages of the employee lifecycle and reinforces CBE’s people-first reputation, ensuring HR strategy supports business growth.

Amanda began her time with CBE on the debt collections team, and over the last 16+ years has been promoted to lead CBE’s fraud operations, advancing security, compliance, and trust. Her work strengthens CBE’s fraud and security capabilities, helping clients protect their customers, reputations, and operations.