About Us

Our Answering and Call Center Services

Headquartered in Berkeley, CA, Direct Line Tele Response is nationally recognized as one of the premier service providers in the Answering Service and Call Center industry. We provide solutions for inbound call taking, messaging, urgent dispatch and other answering services that are available 24/7/365.

Founded in 1979 by Ruth and Larry Goldenberg, Direct Line was focused on providing quality messaging services exclusively for medical professionals/facilities which quickly evolved into supporting a wide variety of industries nationwide.

Direct Line provides award-winning answering and call center services to hundreds of clients in almost every industry, business and profession. Our call processing systems, state-of-the-art technology and rigorous training methods maximize our ability to manage all of our clients’ answering, messaging, and dispatching needs.


Mission Statement

To provide quality answering and call center services as required by our clients, while providing a cooperative and collaborative work environment that encourages and rewards efficiency and excellent performance.  To respond successfully to changes in business, technology and growth opportunities for the company and our employees.


Company Focus

Direct Line has always focused on delivering excellent answering and messaging services to our clients. We will continue to build upon our infrastructure to ensure:

  • Exceptional client/caller experience
  • Professional and well-trained staffing
  • Process driven call center operations and quality control
  • State of the art telecommunication technology

Leadership

In any industry, it is essential to have an outstanding team of leaders on hand who are accountable to each other and take responsibility for day to day activities. Direct Line’s leadership team has over 100 years of combined answering and call center services experience.

Ken Goldenberg – President/Owner

Direct Line Tele Response President

Ken Goldenberg is a business administration graduate from San Diego State and is the second generation owner of Direct Line Tele Response. After his parents and Direct Line founders, Ruth and Larry Goldenberg, retired in 2012, Ken assumed the role as President and Owner. His responsibilities continue to center around the quality of service and excellence that Direct Line was created from. Ken is committed to coupling a human touch with state of the art technological elements so as to ensure all areas of service are functioning at peak efficiency and quality at all times.

After 25 years of Call Center experience, Ken has had the distinct honor of serving as a member of the ATSI Board of Directors as well as serving as the President of the PINetwork Board of Directors during 2007-08. In addition, Ken was awarded the prestigious Allen Kalik Award in 2012. This award recognizes PINetwork members whose unselfish dedication and leadership have led to the advancement of the industry.

 


John Freire – IT Director

IT Head for Telephone Answering Service

John Freire is our in-house IT Director who is responsible for all aspects of our technology infrastructure. With over 30 years of experience within the Telephony industry, John began his career with GTE Sprint where he provided IT Support. Prior to GTE Sprint, John was with Proxy Communications as their IT Director. Since 2008, John has been the IT Director here at Direct Line.

John has been instrumental in performing multiple upgrades and migrations of various call and data center systems ensuring current standards are consistently met. He has tremendous experience in programming many complicated accounts and has created various interfaces and programs to help differing systems communicate with each other.

John’s skill and knowledge are legendary in the call center industry. He has pioneered many technological advances for the entire industry and because of his contributions; John was recently recognized and awarded by his peers and industry leaders with the prestigious Allen Kalik Award, the industry’s highest honor.


Alex Molochko – Application Specialist & Systems Coordinator

Alex at Direct Line Answering Service

Alex Molochko is our Application Specialist & Systems Coordinator. His role at Direct Line is primarily programming scripts and dispatch functions plus other duties ranging from IT and application development.

Following an extended hiatus that included stints in the realm of higher education, online lead generation and senior living, Alex returned to Direct Line in early 2015. He had previously been with us for three years in various roles including Call Agent, Lead and Account Manager. His versatility, knowledge, technical ability and creativity help to ensure our continued excellence in service delivery.

 

 

 


Beth Devine – Director of Marketing

Director of Marketing at Telephone Answering Company

Beth Devine has enjoyed a substantial career in sales and marketing where she has leveraged her knowledge, experience and talent to build many high profile multi-million dollar businesses.  Her bottom-line thinking and philosophy of “never confusing effort with results” has helped her achieve many goals and objectives throughout her career making her one of the most sought after business development professionals in the nation.

Beth is responsible for overall business development including strategic planning, lead generation, digital marketing, content writing, social media and talent acquisition.

 

 

 


Jay Boonchan – Director of Sales

Communications Consultant with Telephone Answering ServiceJay Lepnark, our Director of Sales, will be your first point of contact.  She provides potential clients with a free initial consultation and customized solutions.  Jay started with us in 2008 as one of our Call Agents and was quickly promoted to a Lead position where she provided Call Agent training and call quality control/quality assurance. Due to her outstanding performance, Jay was promoted to Account Manager providing responsive and dedicated attention to our client’s needs and in 2013 was promoted to our Director of Sales.

“Jay was truly a pleasure to work with.  She was my account manager at Direct Line for the Cisco Cloud Web Security group and I found her to be very attentive, thorough, compassionate and an overall top-notch client engagement professional.  When I was new to the team, Jay took her time to make sure I understood about the services being performed for our account.  Throughout our business relationship, she was very good about communicating updates to me as well as executing any business critical changes that I needed to make for our organization.  I highly recommend Jay.”- Adam Evaristo-Senior Client Engagement Program Manager, Cloud Operations at Adobe.

 


Gretchen Lodderhose – Call Center Manager

Call Center ManagerGretchen began her career as a call center representative in 1985 in Queens, New York. Within four years she was managing the technical support department for a large communication software company. After spending 25 years in NYC working in call centers for various companies, including Time Warner Cable, Waste Management, and the NYC Department of Education, she returned home to San Francisco Bay Area and joined Direct Line in 2012.

Gretchen oversees all areas of operational compliance, performance management, talent acquisition and scheduling.

 

 

 


Constance Masinga-Loville – Quality Assurance/Skills Development Administrator

Development Coordinator at Answering ServiceConstance Masinga-Loville is our Skills Development Coordinator and is responsible for all aspects of agent training. With over 30 years of experience in the call center industry, Constance began her career using cord boards. Since 1993, Constance has been an integral part of the Direct Line team. She started as as agent and quickly moved into a Lead position. Shortly there after, she was promoted to person in charge or (PIC) and again to the role Swing Supervisor. 

Constance has been instrumental in multiple training process improvement initiatives here at Direct Line. She is responsible for creating our training infrastructure that ensures all ATSI standards of excellence are trained, performed and exceeded consistently by all agents. Constance is responsible for training and development of all new hires, on-going training, process improvement and performance management.

 


Lindsay Lutomski – Account Manager

Account Manager Direct Line Telephone Answering ServiceAs an Account Manager, Lindsay Lutomski is responsible for providing customer care to over 300 Direct Line clients. Since 2009, Lindsay has been working in the answering service and call center industry and is an integral part of the Direct Line team. After only three months as a Call Agent, Lindsay was promoted to Lead where she provided agent training and call quality control/quality assurance. Due to her outstanding performance, Lindsay has since been promoted to Account Manager providing responsive and dedicated attention to our client’s needs. Lindsay’s core responsibilities include client satisfaction, account management, customizing call solutions and script programming.

“Lindsay is one of the sharpest Account Managers I’ve ever interfaced with. I would like you to know how much we appreciate her.  I feel now is the time I acclaim her, to you, in recognition of the valuable role she plays at Direct Line.   I appreciate her immediate response to every inquiry, call or email I’ve sent her.  She goes that extra step to be sure we are satisfied.  It must be nice to know you have such a wonderful worker, who is so much more than an employee, one who adds that little ‘extra touch’ to keep us smiling.” -Teri Balestrero-Tri County Alarm Systems, Inc.


Charlie Yamada- Account Manager

Charlie Yamada is one of our in-house Account Managers providing customer care for close to 300 Direct Line clients. Since 2011, Charlie has been an integral part of our staff, having worked in several roles including Lead and as a member of our training team for the graveyard shift. With diverse experience and over a decade working in the call center industry, Charlie excels at finding the right solutions to meet our client’s needs. Charlie’s core responsibilities include client satisfaction, account management, customizing call solutions and script programming.

 

 


Josh King – Account Manager

Josh King is one of our in-house Account Managers providing customer care for close to 300 Direct Line clients. Josh is a Bay Area native who has worked in the hospitality industry for many years. Most recently, Josh held a position as the night manager for a major hotel chain managing nightly operations, checking guests into a welcoming environment and ensuring the restaurants worked efficiently. We’re proud of his accomplishments and look forward to having him carry the standard of excellence our clients have grown accustomed to. Josh’s core responsibilities include client satisfaction, account management, customizing call solutions and script programming.