• 30+ years in Executive Leadership

• Deep background in operations, technology, product and sales

• Strong track record of delivering winning results

• Rapidly turned around, built, reengineered businesses/functions in the BPO, ITO, Telecommunication, UC, Conferencing, and Webcasting/Streaming industries.

• Experience in international, small, mid sized and large companies in roles such as SVP/EVP/COO in Sales, IT, Product Development and Operations

• Senior financial executive with deep experience leading finance and operations across complex, capital-intensive businesses

• Extensive background in corporate finance, capital markets, and strategic planning, including oversight of accounting, procurement, human resources, and information technology

• Proven ability to lead capital-raising initiatives and manage large-scale financial transactions in support of long-term growth

• Trusted partner to executive leadership and investors, driving financial discipline, governance, and strategic execution

• Strong analytical foundation with experience supporting business strategy, operational decision-making, and organizational scale

Rick has 20+ years of IT innovation experience including solutions serving onshore, offshore, and virtual BPO operations. Owens has been part of three start-ups, consulted on customer service automation with several large enterprises, and has held leadership positions with TTEC, Convergys and Sitel.

• 20+ years leading technology organizations, developing IT strategies ensuring close integration with enterprise business strategies, resulting in high customer satisfaction through stable and reliable Customer Experience (CX) operations.

• Expertise in IT disciplines serving CX operations including application development, servers, operating systems, networking, cloud-computing, and database.

• Building high-performing teams that deliver technology solutions for companies varying in size from start-up to global, publicly traded entities.

• 30+ years of contact center leadership experience, in the BPO industry, on both the client and agency sides of the business

• Proven track record of developing and implementing customer-experience programs for Fortune 1000 companies. An innovation-focused professional who has always strived to help clients improve their customer-experience roadmap.

• Possesses cross-industry proficiency in the following: CRM Platform Technology Implementation, Contact Center Outsourcing, and Customer Analytics.

• Has produced top-performing and award-winning teams composed of both senior and junior sales and customer-service professionals with extensive levels of industry-specific experience and expertise.

• 15 + years of experience in international business law, administration, and diplomacy

• Prior to joining Support Services Group, successfully built and managed law firms and led administrative bodies

• Exceptional skills in international transactions, developing and optimizing international business structures, and M&A. Expert in developing efficient structures and finding creative solutions

• A business-minded international lawyer with a hands-on mindset and vast legal expertise

• Holds a Doctor of Law (JD) and a Master of Business Administration (MBA) degree

• 23+ years of contact center experience

• Experienced in compliance management, process development & improvement, auditing, project & program management, business development, and client services.

• Managed client on-boarding for domestic and offshore programs across a variety of verticals, including financial services, telecommunications, and others.

• 22+ years of workforce management experience, in the BPO industry as well as the client side working with companies such as Citigroup, JP Morgan Chase and others.

• People-focused professional with leadership experience and expertise in international contact/call center operations, customer experience, and strategic planning. Has always endeavored to incorporate a people-centered component to operations management, to improve productivity in the workforce and maintain a high level of morale. With a demonstrated track record in optimizing WFM and driving service delivery.

• Work history includes spearheading several departments and driving operational efficiency through enhanced agent utilization, support-process streamlining, and optimized revenue opportunities. Also implemented comprehensive WFM coaching schemes and career-development programs, which allowed the company to scale and accelerate growth.

• Has successfully identified risks, set targets, and developed strategic plans for optimal workforce management and quality-control structures that exceeded company expectations, and achieved positive results.

• 25+ years experience in the contact center / BPO industry

• Extensive experience leading Customer Satisfaction initiatives across multiple verticals, including software, telecom, financial services, travel, retail, e-commerce, and energy.

• Proven track record building high-performance teams in Customer Service, Tech Support, and Sales organizations.

• Responsible for instructional design, quality planning, and managing the talent acquisition and employee development process within Support Services Group.

• 30+ years of experience in the global BPO industry

• Responsible for client relationship management, client solution development, and working to identify and acquire targeted new clients

• Experience working across the following industries: Financial Services, insurance, retail & eCommerce, travel & hospitality, healthcare, telecom, and other

• 29+ years of experience leading omnichannel contact center operations within the business process outsourcing industry

• People-first operations leader with deep expertise in customer operations, workforce performance, and large-scale service delivery

• Proven ability to build high-performance cultures while driving operational efficiency, execution discipline, and consistent results

• Extensive experience managing complex, multi-site operations and aligning teams to meet client, quality, and performance objectives

• Strong track record of developing leaders, strengthening cross-functional collaboration, and scaling operations in dynamic service environments