Document:

exv10w21

Exhibit 10.21

December 16, 2008

Greg Hopkins

Executive Vice President, Global Accounts

TeleTech Holdings, Inc.

9197 S. Peoria Street

Englewood, Colorado 80112

          Re: Amendment to Your Employment Agreement

          Please refer to your employment agreement (the “Agreement”) between TeleTech Holdings,
Inc. (the “Company”) and you, dated March 17, 2004. This letter amendment (the
“Amendment”) amends the Agreement for purposes of Section 409A of the Internal Revenue Code
of 1986, as amended, and the Treasury Regulations and Internal Revenue Service guidance thereunder
(“Section 409A”). The Amendment is effective as of December 16, 2008.

          By providing your signature to this Amendment, you and the Company agree to amend the
Agreement as follows:

     1. You will be considered to have terminated employment with the Company only if your
termination of employment constitutes a “separation from service,” as defined in Treasury
Regulation Section 1.409A-1(h).

     2. Any severance benefits payable to you upon your termination of employment shall be paid
shall be paid (or, in the case of installment payments, shall commence to be paid) on the date that
the Company determines within sixty (60) days following the date of your “separation from service.”
Any installment severance payments made on separate payroll dates shall be treated as a series of
separate payments for purposes of Section 409A, and, to the greatest extent applicable, any such
installment payments shall be construed to be exempt payments pursuant to Treasury Regulation
Section 1.409A-1(b)(9)(iii).

     3. Notwithstanding Section 2 above, if you are entitled to receive payment of any non-exempt
“nonqualified deferred compensation” within the meaning of Section 409A upon your “separation from
service,” and you are a “specified employee” on the date of your “separation from service” (as
determined under Treasury Regulation Section 1.409A-1(i)), such payment shall be delayed in order
to avoid a prohibited distribution under Section 409A(a)(2)(B)(i), and any such payment shall be
paid to you in a lump sum during the thirty (30) day period commencing on the earlier of (a) the
expiration of the six-month period measured from the date of your “separation from service,” or (b)
your death. To the greatest extent permitted under Section 409A, any separate payment or benefit
under the Agreement will not be deemed to constitute “nonqualified deferred compensation” subject
to Section 409A and the six-month delay requirement to the extent provided in the exceptions in
Treasury Regulation Section 1.409A-1(b)(4), Section 1.409A-1(b)(9) or any other applicable
exception or provision of Section 409A.

 

 

     4. The Agreement will be interpreted and administered such that any amount or benefit payable
thereunder shall be provided in a manner that is either exempt from, or complies with, Section 409A
of the Code and the Internal Revenue Service guidance and Treasury Regulations thereunder, and you
and the Company agree to amend the Agreement, or take such other actions as you and the Company
deem necessary or appropriate, to comply with such intent.

          The Agreement, as amended by this Amendment, shall remain in full force and effect in
accordance with the terms and conditions thereof. This Amendment may be executed simultaneously in
any number of counterparts, each of which shall be deemed an original but all of which together
shall constitute one and the same instrument.

	 	 	 	 	 
	 	TeleTech Holdings, Inc.

 	 
	 	By:  	Michael M. Jossi
 	 
	 	 	Michael M. Jossi 	 
	 
	 	Title:  	Executive Vice President of Global Human
Capital 	 
	 
	 	Greg Hopkins

 	 
	 	/s/ Greg Hopkinsexv4w1

Exhibit 4.1

ANNEX A

STATE OF MISSOURI...OFFICE OF SECRETARY OF STATE

ROBIN CARNAHAN, Secretary of State

CERTIFICATE OF DESIGNATIONS OF PREFERENCES,

RIGHTS AND LIMITATIONS

OF

FIXED
RATE CUMULATIVE PERPETUAL PREFERRED STOCK, SERIES A

OF

RELIANCE BANCSHARES, INC.

(No. 00458535)

     Reliance Bancshares, Inc. a corporation organized and existing under The General and Business
Corporation Law of the State of Missouri (the “Issuer”), in accordance with the provisions of
Section 351.180 of the Revised Statutes of Missouri, does hereby certify:

     The board of directors of the Issuer (the “Board of Directors”), in accordance with
the restated articles of incorporation and bylaws of the Issuer and applicable law, adopted the
following resolution at a regular meeting held on Tuesday, January 20, 2009, creating a series of
40,000 shares of Preferred Stock of the Issuer designated as “Fixed Rate Cumulative Perpetual
Preferred Stock, no par value, Series A”.

     RESOLVED, that pursuant to the provisions of the restated articles of incorporation and the
bylaws of the Issuer and applicable law, a series of Preferred Stock, no par value, of the Issuer
be and hereby is created, and that the designation and number of shares of such series, and the
voting and other powers, preferences and relative, participating, optional or other rights, and the
qualifications, limitations and restrictions thereof, of the shares of such series, are as follows:

     Part 1. Designation and Number of Shares. There is hereby created out of the
authorized and unissued shares of preferred stock of the Issuer a series of preferred stock
designated as the “Fixed Rate Cumulative Perpetual Preferred Stock, no par value, Series A” (the
“Designated Preferred Stock”). The authorized number of shares of Designated Preferred
Stock shall be 40,000.

     Part 2. Standard Provisions. The Standard Provisions contained in Schedule A attached
hereto are incorporated herein by reference in their entirety and shall be deemed to be a part of
this Certificate of Designation to the same extent as if such provisions had been set forth in full
herein.

1

 

     Part. 3. Definitions. The following terms are used in this Certificate of Designation
(including the Standard Provisions in Schedule A hereto) as defined below:

     (a) “Common Stock” means the Class A Common Stock, par value $0.25 per share, of the
Issuer

     (b) “Dividend Payment Date” means February 15, May 15, August 15 and November 15 of
each year.

     (c) “Junior Stock” means the Common Stock and any other class or series of stock of
the Issuer the terms of which expressly provide that it ranks junior to Designated Preferred Stock
as to dividend rights and/or as to rights on liquidation, dissolution or winding up of the Issuer.

     (d) “Liquidation Amount” means $1,000 per share of Designated Preferred Stock.

     (e) “Minimum Amount” means $ 10,000,000.

     (f) “Parity Stock” means any class or series of stock of the Issuer (other than
Designated Preferred Stock) the terms of which do not expressly provide that such class or series
will rank senior or junior to Designated Preferred Stock as to dividend rights and/or as to rights
on liquidation, dissolution or winding up of the Issuer (in each case without regard to whether
dividends accrue cumulatively or non-cumulatively). Without limiting the foregoing, Parity Stock
shall include the Issuer’s Fixed Rate Cumulative Perpetual Preferred Stock, no par value, Series B.

     (g) “Signing Date” means                                         .

     Part. 4. Certain Voting Matters. Holders of shares of Designated Preferred Stock
will be entitled to one vote for each such share on any matter on which holders of Designated
Preferred Stock are entitled to vote, including any action by written consent.

     IN WITNESS WHEREOF, Reliance Bancshares, Inc. has caused this Certificate of Designations to
be signed by Jerry S. Von Rohr, its President, and Fortis M. Lawder, its Secretary, has affixed its
corporate seal hereto and attested said seal on this ___day of January, 2009.

(SEAL)

	 	 	 	 	 	 	 	 	 
	ATTEST:	 	 	 	RELIANCE BANCSHARES, INC.
	 
	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	By:	 	 
	 	 	 	 	 	 	 
	Name:

	 	Fortis M. Lawder
	 	 
	 	Name:
	 	Jerry S. Von Rohr
	Title:

	 	Secretary
	 	 	 	Title:
	 	President

2

 

	 	 	 	 	 	 	 
	STATE OF MISSOURI

	 	 	)	 	 	 
	 

	 	 	)	 	 	SS
	COUNTY OF ST. LOUIS

	 	 	)	 	 	 

     I, Mary Jo E. Vargo, a Notary Public, do hereby certify that on this ___day of January,
2009, personally appeared before me Jerry S. Von Rohr who, being by me first duly sworn, declared
that he is the President of Reliance Bancshares, Inc., that he signed the foregoing document as
President of the Issuer, and that the statements therein contained are true.

	 	 	 	 	 
	 

	 	 
	 	Notary Public

 
	 
	 	 	 	 
	My Commission Expires:
	 	 	 	 
	 
	 	 	 	 
	 	 	 	 	 

3exv4w2

Exhibit 4.2

ANNEX B

STATE OF MISSOURI...OFFICE OF SECRETARY OF STATE

ROBIN CARNAHAN, Secretary of State

CERTIFICATE OF DESIGNATIONS OF PREFERENCES,

RIGHTS AND LIMITATIONS

OF

FIXED
RATE CUMULATIVE PERPETUAL PREFERRED STOCK, SERIES B

OF

RELIANCE BANCSHARES, INC.

(No. 00458535)

     Reliance Bancshares, Inc. a corporation organized and existing under The General and Business
Corporation Law of the State of Missouri (the “Issuer”), in accordance with the provisions of
Section 351.180 of the Revised Statutes of Missouri, does hereby certify:

     The board of directors of the Issuer (the “Board of Directors”), in accordance with
the restated articles of incorporation and bylaws of the Issuer and applicable law, adopted the
following resolution at a regular meeting held on Tuesday, January 20, 2009, creating a series of
2,000 shares of Preferred Stock of the Issuer designated as “Fixed Rate Cumulative Perpetual
Preferred Stock, no par value, Series B”.

     RESOLVED, that pursuant to the provisions of the restated articles of incorporation and the
bylaws of the Issuer and applicable law, a series of Preferred Stock, no par value, of the Issuer
be and hereby is created, and that the designation and number of shares of such series, and the
voting and other powers, preferences and relative, participating, optional or other rights, and the
qualifications, limitations and restrictions thereof, of the shares of such series, are as follows:

     Part 1. Designation and Number of Shares. There is hereby created out of the
authorized and unissued shares of preferred stock of the Issuer a series of preferred stock
designated as the “Fixed Rate Cumulative Perpetual Preferred Stock, no par value, Series B” (the
“Designated Preferred Stock”). The authorized number of shares of Designated Preferred
Stock shall be 2,000.

     Part 2. Standard Provisions. The Standard Provisions contained in Schedule A attached
hereto are incorporated herein by reference in their entirety and shall be deemed to be a part of
this Certificate of Designation to the same extent as if such provisions had been set forth in full
herein.

1

 

     Part. 3. Definitions. The following terms are used in this Certificate of Designation
(including the Standard Provisions in Schedule A hereto) as defined below:

     (a) “Common Stock” means the Class A Common Stock, par value $0.25 per share, of the
Issuer.

     (b) “Dividend Payment Date” means February 15, May 15, August 15 and November 15 of
each year.

     (c) “Junior Stock” means the Common Stock and any other class or series of stock of
the Issuer the terms of which expressly provide that it ranks junior to Designated Preferred Stock
as to dividend rights and/or as to rights on liquidation, dissolution or winding up of the Issuer.

     (d) “Liquidation Amount” means $1,000 per share of Designated Preferred Stock.

     (e) “Minimum Amount” means $ 500,000.

     (f) “Parity Stock” means any class or series of stock of the Issuer (other than
Designated Preferred Stock) the terms of which do not expressly provide that such class or series
will rank senior or junior to Designated Preferred Stock as to dividend rights and/or as to rights
on liquidation, dissolution or winding up of the Issuer (in each case without regard to whether
dividends accrue cumulatively or non-cumulatively). Without limiting the foregoing, Parity Stock
shall include the Issuer’s Fixed Rate Cumulative Perpetual Preferred Stock, no par value, Series A.

     (g) “Signing Date” means                                         .

     (h) “UST Preferred Stock” means the Issuer’s Fixed Rate Cumulative Perpetual Preferred
Stock, Series A.

     Part. 4. Certain Voting Matters. Holders of shares of Designated Preferred Stock will
be entitled to one vote for each such share on any matter on which holders of Designated Preferred
Stock are entitled to vote, including any action by written consent.

     IN WITNESS WHEREOF, Reliance Bancshares, Inc. has caused this Certificate of Designations to
be signed by Jerry S. Von Rohr, its President, and Fortis M. Lawder, its Secretary, has affixed its
corporate seal hereto and attested said seal on this ___day of January, 2009.

(SEAL)

	 	 	 	 	 	 	 	 	 
	ATTEST:	 	 	 	RELIANCE BANCSHARES, INC.
	 
	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	By:	 	 
	 	 	 	 	 	 	 
	Name:

	 	Fortis M. Lawder
	 	 
	 	Name:
	 	Jerry S. Von Rohr
	Title:

	 	Secretary
	 	 	 	Title:
	 	President

2

 

	 	 	 	 	 	 	 
	STATE OF MISSOURI

	 	 	)	 	 	 
	 

	 	 	)	 	 	SS
	COUNTY OF ST. LOUIS

	 	 	)	 	 	 

     I, Mary Jo E. Vargo, a Notary Public, do hereby certify that on this ___day of January,
2009, personally appeared before me Jerry S. Von Rohr who, being by me first duly sworn, declared
that he is the President of Reliance Bancshares, Inc., that he signed the foregoing document as
President of the Corporation, and that the statements therein contained are true.

	 	 	 	 	 
	 

	 	 	 	 
	 

	 	 
	 	Notary Public
	 
	 	 	 	 
	My Commission Expires:
	 	 	 	 
	 
	 	 	 	 
	 	 	 	 	 

3

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