Board of Directors - Candidates
Meet the Board of Director Candidates for 2026 - 2027
Drew Ritter | Advantage TeleMessaging, Inc
Drew Ritter is an award-winning entrepreneur and Owner/President of Advantage TeleMessaging, Inc., an international telephone answering service and contact center serving clients across the United States and Canada. Beginning his career as an agent, he advanced through leadership roles before acquiring the company in 2008, guiding it through economic challenges, technological transformation, and sustained growth while maintaining its founding customer-first philosophy.
Drew brings extensive industry leadership experience, having served on the boards of both Association of TeleServices International (ATSI) and Startel National Users Group (SNUG), including multiple terms as SNUG President. A student of the Disney Institute, he is also the recipient of a Don Berry Award and was honored with a Forbes Enterprise Award from Forbes for entrepreneurial achievement. Known for his collaborative approach and commitment to professional associations, Drew advocates for innovation, operational excellence, and strong member engagement across the industry.
A hands-on leader, he focuses on blending advanced technology with human connection to elevate the role of modern contact centers. His background as a private pilot further reflects a disciplined, calm decision-making style under pressure—an approach he applies to strategic leadership, governance, and organizational growth.
Describe your participation in past SNUG conferences, committees, or other SNUG activities, as well as involvement in relevant industry or professional organizations.
Drew Ritter has been an active and engaged member of Startel National Users Group (SNUG) for over 20 years, regularly attending annual conferences, participating in discussions, and contributing to the advancement of the Startel user community. He has served on the SNUG Board, including multiple terms as President, and has supported various SNUG initiatives and activities that strengthen collaboration and knowledge-sharing among members. Drew is a frequent contributor to the SNUG list serve, where he dedicates significant time to assisting fellow members with technical questions, operational challenges, and best practices, reflecting his strong belief in the power of peer support and professional association.
What strengths, skills, or perspectives would you bring to the SNUG Board of Directors, and how would these benefit the organization?
Drew Ritter brings a combination of executive leadership, deep technical knowledge, deeply rooted institutional knowledge of the Board as well as industry relationships and a strong commitment to member service to the Startel National Users Group (SNUG) Board of Directors. Drew offers hands-on operational experience managing a modern contact center, including technology adoption, fiscal oversight, workforce leadership, and long-term strategic planning. Having advanced through the organization from front-line roles to ownership, he understands the practical challenges faced by members at every level.
What are your goals and priorities if elected as a SNUG Director? Please include any key issues, initiatives, or areas you would like to advance.
If elected as a Director, Drew Ritter’s top priority would be to ensure continuity, stability, and organizational strength for the Startel National Users Group (SNUG) during a critical leadership transition following the retirement of Dan L'Heureux. He would focus on maintaining the structural integrity of the association by preserving institutional knowledge, sustaining member confidence, and ensuring that core operations, programs, and communications continue seamlessly. Key objectives would include supporting the new Executive Director, incoming President, and Board for success through collaborative leadership, and transparent communication with membership. Focuses would be on strong member engagement, communication and support.
Is there anything else that fellow SNUGGIES should know about you?
Drew Ritter is a licensed private pilot, a Disney enthusiast, a former stand up comedian and actor and is available for bar mitzvah's, weddings and corporate events.
Lori Hawkins | Kings Telemessaging
Lori and her wife live in Shreveport, Louisiana, where she works at Kings Telemessaging, as their IT Systems Manager. Lori has over 25 years of technology experience, working with a range of companies such as Dell Inc, Avaya, Symantec and other technology firms. Her previous leadership roles include Director of Business Architecture and Director of Services Systems Architecture and Senior Manager of Service Delivery. When Lori left the industry to go back to Engineering school, she worked at Kings Telemessaging as an agent and was introduced to the TAS Industry. After receiving her degrees, she was asked to come to Kings in an IT capacity and help scale and expand their capabilities.
When Lori is not working at Kings, she is a tutor of STEM subjects for high school and college kids. Learning is her passion, and she tries to give back to her community one kid at a time by helping to expand their minds. She enjoys long walks off short piers, live and loud music, and working on endless projects with her wife. They have three amazing dogs, three cats they can’t get rid of, and lots of love.
Describe your participation in past SNUG conferences, committees, or other SNUG activities, as well as involvement in relevant industry or professional organizations.
This is my third SNUG conference. I spent the first two years listening and learning the culture of both SNUG and Startel. I have spent time understanding how our vendors fit in and the "players" of SNUG and how Kings fits in, both historically and going forward. I have not been as involved in conferences such as ATSI, however, those are next steps for my involvement. I have a tendency to watch and listen, before I open my big mouth. I was asked to be a member of the Tech Committee and I have been an active member. I have recently taken on a role to manage the "Wish List". I am super excited about this potential role and the impact it may have on Startel delivery.
What strengths, skills, or perspectives would you bring to the SNUG Board of Directors, and how would these benefit the organization?
I believe my experience is unique for the TAS industry. My experience has been in the network topology, design, and management, development, product management, and systems architecture. I think this gives me a perspective on our industry that is not entrenched in the TAS way of doing things. This can be a bonus to see things differently and push the technology that TAS currently uses today. Also, I think my experience with product management and business architecture will help SNUG address the Startel-SNUG relationship as it pertains to product delivery. I recognize (and may be a little outspoken) that Startel lacks delivery in the areas that businesses are growing. I hope I can be an agent of change in this area.
What are your goals and priorities if elected as a SNUG Director? Please include any key issues, initiatives, or areas you would like to advance.
Very succinctly, my goal will be to help turn Startel's delivery model around and bring our Startel technology stack into the present and the future. This involves adjustments to processes between the user base and Startel, communication changes, potential technology improvements, and a collective agreement that this relationship is critical to the success to both Startel and their customers. I have been to many software conferences, and my observations at SNUG is that the software is losing user adoption and vendor support. This is Startel's core mission and we may have to lead Startel to "water". High aspirations, I know.
Is there anything else that fellow SNUGGIES should know about you?
I spoke to Kerry Cox about this question. He said that people should know that I am high energy and very passionate about any work that I do. In my 28 years of technology experience, I have always focused on results. When I decided to go to engineering school, I got two degrees, instead of one. I may be a little unpredictable in my approach, and sometimes I can be honest to a fault, but I am sincere and motivated. And, what may be helpful in the long term is that I don't come from TAS. Hopefully, that can bring additional perspectives to a complicated paying field.
Shawn Borne | Combined Communications
Shawn Borne has been part of the answering service industry for more than two decades, beginning his career in 1998. Early in his career he gained firsthand experience in the day-to-day operations of the business, developing a strong appreciation for the importance of reliability and exceptional customer service.
After spending time pursuing another passion and attending motorcycle mechanics school, Shawn returned to the industry in 2013 with a renewed focus on the technical side of operations. During that time, he had the privilege of learning from industry legend Larry Kinder, the original owner of the company, whose mentorship helped shape Shawn’s commitment to both service excellence and operational stability.
In 2025, Shawn and his wife, Kristen, purchased the company together and continue to build on its legacy. Today, Shawn focuses on ensuring clients across the United States receive dependable, high-quality service while actively embracing new technologies that keep the business and the industry moving forward.
As a candidate for the SNUG Board, Shawn is passionate about supporting collaboration within the industry, sharing knowledge, and helping members navigate both the challenges and opportunities that come with an increasingly technology-driven future.
Describe your participation in past SNUG conferences, committees, or other SNUG activities, as well as involvement in relevant industry or professional organizations.
I have participated in the SNUG community by presenting a session at a past SNUG conference, sharing insights and experience with fellow members of the industry. I value the collaboration and knowledge-sharing that SNUG provides.
I am also a member of several industry organizations, including the Association of TeleServices International (ATSI), the Canadian Call Management Association (CAM-X), and the Great Lakes TeleServices Association (GLTSA), helping me stay engaged with industry trends, technology, and best practices.
What strengths, skills, or perspectives would you bring to the SNUG Board of Directors, and how would these benefit the organization?
I bring a combination of operational experience and technical knowledge to the industry. Having worked in answering services for many years and now as a company owner, I understand both the day-to-day challenges service providers face and the importance of reliable technology and strong customer service. I value collaboration and would contribute a practical, forward-looking perspective as SNUG continues to support members and adapt to evolving industry technology.
What are your goals and priorities if elected as a SNUG Director? Please include any key issues, initiatives, or areas you would like to advance.
If elected, my priority would be to support collaboration and knowledge sharing among SNUG members while helping the organization continue to adapt to evolving technology in the answering service industry. I am committed to encouraging open dialogue about best practices, operational challenges, and technical innovation. I would also focus on helping ensure SNUG remains a valuable resource that supports members as they navigate growth and change within the industry.
Is there anything else that fellow SNUGGIES should know about you?
Outside the industry, I enjoy the simple things—spending time with friends and family, enjoying a good cigar or pipe, and making my own wine.