Leadership
Support Services Group’s talented and experienced Global Leadership Team focuses on driving results for our clients.
Our leaders set the standard in leading by example to uphold SSG’s culture and values, fostering strong relationships and promoting operational excellence throughout the organization.
• 30+ years of successful executive experience, in the contact center industry, on both the client and agency sides of the business
• Prior experience building successful organizations at TCIM Services, Inc., ACS, Center Partners, Teletech, Sprint, and MCI
• Expansive roles and responsibilities with partners including AT&T, American Express, Chase, CenturyLink, Citibank, Comcast, Ford Motor Company, GE, and Verizon, in multiple countries on five continents
• Change agent who can quickly assess and inventory an organization to make decisions and align resources for continued growth and increased profitability
• Proven record of drawing new work through outstanding performance history and sustaining long term relationships
• 28+ years of experience in the contact center industry-leading strategic initiatives at Sitel, Ipacesetters, TCIM Services
• Highly versatile executive leader with extensive global experience delivering a wide variety of customer experience solutions within the retail, utility, financial services, travel & leisure, telecommunications, and government sectors
• Exceptionally skilled to lead complex business transformation initiatives; enhance steady-state operations across multiple verticals & industries, as well as building ground-up operations
• Focused on building and leading high performing teams who drive positive outcomes, are aligned, engaged, and own accountability with a focus on profitability and growth
• Senior level F&A executive with broad-based background in CX, B2B and CPG industries.
• Demonstrated track-record of providing value added Financial leadership to fast-growing scaling organizations and has significant experience in acquisitions and Private Equity placement.
• Domestic and international experience at PricewatehouseCoopers, Procter & Gamble, Divisions Maintenance Group and Senture.
• Global Technology Executive with 25 years of professional IT management experience
• Prior to joining SSG in 2016, Steve worked for a telecommunications provider in the Caribbean, running all aspects of IT Operations.
• In this role, Steve led two outsourcing initiatives to BPO partners in the US and Jamaica
• Steve’s career experience ranges from owning an IT consulting business to managing IT infrastructure for a global rubber & plastics manufacturer with revenues in excess of $1 BN USD
• 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
• 8+ years of experience in the contact center industry
• Prior experience as Director of Human Resources as well as managing mergers and acquisitions, and managing implementations and growth for Support Services Group
• Graduate of the Honors Program at Baylor University, and has a dual BBA in Entrepreneurship and Human Resources Management from the Hankamer School of Business
• 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.
• 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 others
• Over 10 years experience in help desk/contact center operations and 12-years management consulting experience including a 6-year tenure as a senior manager at a Big-Six consulting firm. Over 30 years experience in IT from major industry sectors including BPO, real estate, health care, manufacturing, and private equity.
• Served on multiple business and technology advisory boards.
• Prior experience leading IT and business operations at ONE Sotheby’s International Realty, which is a leading luxury real estate firm in Florida, and the CIO for Long & Foster Companies, the largest privately held residential real estate firm in the United States.
• 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.
Regional Leadership
• 23+ years experience in the business outsourcing industry overseeing omni-channel contact centers
• A people-oriented leader with extensive customer operations, business operations, and strategic thought leadership skills
• Know for developing high-performance employee cultures, improving operational efficiencies, results delivery, and strengthening partnerships across internal support functions
• Michael has 26 years in the D2C vertical market as well as 10 years previously in the B2B vertical market.
• He has product development/marketing experience outsourcing to BPOs as well as managing the operations of BPOs servicing national/international accounts who market their own products.
• He welcomes the challenge of assessing a client’s roadblocks to success and coming up with multiple solutions.
• 19+ years experience in the BPO industry overseeing omnichannel contact centers
• People-oriented leader with extensive experience in customer operations, business operations, product development, client relations, multi-channel marketing & communications, revenue growth, project management, startup operations, sales, marketing plan development, and business development
• Known for developing high-performance employee cultures, improving operational deficiencies, delivering results, and strengthening departments' partnerships
• Prior experience includes Account Manager, Quality Director, Operations Manager, Marketing Director, and Director of Client Relations
• Proven track record of meeting and exceeding strategic client goals
• 15+ years of experience in the contact center/BPO industry
• Manages the continuous development of leaders to drive excellence on service quality and performance strategically
• Oversees and drives the Operational and Financial side in Mexico for 16 different accounts with 900+ employees handling customer service, retention, and sales
• Competition-driven! Always aiming to exceed and crush Client goals to rank #1 across the board!
• Felipe currently serves as the Country Manager of our 80,000 square foot customer contact center in Ft. Davis, Republic of Panama. He is a 20-year industry veteran. A Nebraskan native, expatriated for the last 17 years, opening, and running sites in the Philippines and the Republic of Panama.
• Proven record with experience in managing all facets of offshore and nearshore contact centers. Strong track record building highly effective performance-based teams focused on adding value to customers and excellence in CX.
• Graduated from the University of Nebraska with a dual degree in Int. Business and LATAM Studies. Also, a certified Lean Six Sigma Green Belt 2020.
• 20+ years of experience in the Contact Center and BPO industry specializing in end-to-end operations management for both voice and non-voice channels
• Joined Admerex in 2008, and has handled management of several projects and has been the driver in meeting the different measures of performance for all sites and Company service delivery commitments.
• Now the SSG-APAC Chief Operating Officer (COO) and is mainly responsible for meeting clients’ service fulfillment requirements, managing operating cost initiatives while driving revenue generation for the Asia-Pacific region.
• 30+ years of experience in the call center/BPO industry
• Managed and implemented solutions for companies worldwide
• Served in executive leadership positions for the last 20 years and directed strategic and effective KPIs and customer management
• Overachieving in client expectations and in increased client savings.
• Currently leading in his role as Site Operations Director for SSG – Jamaica
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