Leadership

Meet our Global Leadership Team  

Support Services Group’s talented and experienced Global Leadership Team focuses on driving results for our clients.
By exemplifying SSG culture and values every day, our leaders set high standards that strengthen relationships and promote operational excellence across the organization.

Bryan Gross
Chief Executive Officer

Bryan Gross

30+ years of successful executive experience, in the contact center industry, on both the client and agency sides of the business

• 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

Allaire Clark
Chief of Staff

Allaire Clark

8+ years of experience in the contact center industry
Prior experience as Director of Human Resources...

• 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

Chief Compliance Officer

Eric Murray

23+ years of contact center experience. Experienced in compliance management, process development...

• 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.

David Wilson
SVP, Global Controller

David Wilson

An experienced CPA with 20+ years in both public and private practice, with a focus on improving...

• An experienced CPA with 20+ years in both public and private practice, with a focus on improving processes and controls.

• 10+ years working internationally, leading accounting teams across five different continents. Fluent in Spanish and comfortable using it daily to interact with employees, conduct business meetings and provide training seminars.

• An effective business partner with an MBA that is analytical and detail oriented while still understanding the broader business objective.

• Strong people skills with a particular strength in bridging cultural gaps among people and departments through education and interpersonal relations.

Lori Merritt
SVP, Client Services

Lori Merritt

20+ years of experience in the contact center industry

• 20+ years of experience in the contact center industry

• Lori serves as the liaison between clients and SSG's various departments to drive excellent performance in all areas

• Expert in delivering winning results for fashion brands

• Proactive, collaborative approach who drives success with thought leadership

• Proven track record of meeting and exceeding strategic client goals

VP Client Services & Operations Costa Rica

Carson McCue

10+ years of experience in the near-shore contact industry in Costa Rica on both the client and...

• 10+ years of experience in the near-shore contact industry in Costa Rica on both the client and agency side.

• Proven track record of developing long lasting relationships with clients and exceeding any goals set forth. Specializing in leadership development, client relations, project management, revenue growth, and strategic planning.

• A motivating leader with clear vision how to deliver clients’ needs while simultaneously making everyone involved happy to be part of the successes and the team.

Steve Geibel
SSG Texas

Steve Geibel

23+ years experience in the business outsourcing industry overseeing omni-channel contact centers

• 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

Sergio Miranda
SSG Mexico

Sergio Miranda

Sergio has been in the Call Center world for 5 years opening a new operation in México for a Arizona base corporation. Was involved from the setup...

• Sergio has been in the Call Center world for 5 years opening a new operation in México for a Arizona base corporation. Was involved from the setup, staffing, campaign implementation and client satisfaction.

• Strong communications skills learned by being an image advisor for State Governor in Sonora and other politicians as well as advertisement leader in México for Ashley Furniture HomeStores

• His main objective is to make SSG a household brand in México and Latin America, with great service to our clients and focus on a proactive relationship for mutual improvement

Johan Van Niekerk
SSG Malaysia

Johan van Niekerk

13+ years of experience in the Customer Contact Center and BPO industry

• 13+ years of experience in the Customer Contact Center and BPO industry

• Extensive experience in leading, developing, implementing, and managing Quality & Training initiative programs for industry-leading clients by closely monitoring and assessing the client’s needs to improve overall learning, development, qualitative and training outcomes in line with client requirements

• Is currently overseeing the Kuala Lumpur, Malaysia operations managing client relationships and acutely involved change and project management

Briann Alix
Chief Marketing Officer

Briann Alix

20+ years of experience in the Customer Contact Center and BPO industry

• 20+ years of experience in the Customer Contact Center and BPO industry

• Prior experience in Senior Management positions for Citibank Philippines, and Admerex, specializing in Business Development, Marketing, Strategic Planning, Data Analysis, Project Execution, and Resource Management

• Is currently in-charge of Support Services Group – APAC’s business development, brand and marketing, sales, client retention, and corporate communication functions. As CMO, he drives revenue growth and company expansion in all of the lines of business and operational verticals.

Marcy Payne
Chief Operating Officer

Marcy Payne

28+ years of experience in the contact center industry-leading strategic initiatives at Sitel, Ipacesetters, TCIM Services & APAC

• 28+ years of experience in the contact center industry-leading strategic initiatives at Sitel, Ipacesetters, TCIM Services & APAC

• 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

Dennis Brian
Chief Finance Officer

Dennis Brian

30+ years of experience as a highly accomplished CFO and Controller, heavily concentrated in BPO...

• 30+ years of experience as a highly accomplished CFO and Controller, heavily concentrated in BPO and contact center companies both public and private.

• Recognized financial leader in the services industry, most recently at Xerox Services supporting global contact center operations across many verticals.

• Extensive achievement record in streamlining financial processes and building effective and self-sustaining teams.

• Deep M&A and Integration experience as well as proven success in procuring financing to support large acquisitions, build-outs and steep agent ramps.

• Technically proficient CPA and decision support provider dedicated to well-functioning and well-governed organizations.

Beth Missfeldt
SVP, IT Operations

Beth Missfeldt

A veteran IT Leader with 30+ experience leading high performing global technology teams

• A veteran IT Leader with 30+ experience leading high performing global technology teams

• Enjoys bringing innovative technology solutions that set SSG apart form its peers and make it the Global BPO partner of choice

• She is from Texas, but feels deeply connected to all of her SSG teammates around the globe

Greg Darr
SVP, Client Services

Greg Darr

22+ years of contact center and BPO experience. Extensive experience in client services, operations...

• 22+ years of contact center and BPO experience.

• Extensive experience in client services, operations, workforce management and business development.

• Has successfully managed clients across multiple verticals, including financial services, telecom, radio, health care, consumer electronics, travel and the construction industry.

• Have held responsibilities for seven facilities, domestic, near-shore and off-shore, leading over 3,000 agents for multiple Fortune 500 clients.

Sharity Medrano
VP, Client Services

Sharity Medrano

20+ years as a visionary and dynamic leader in direct response marketing. Proven track record in sales...

• 20+ years as a visionary and dynamic leader in direct response marketing. Proven track record in sales, operations, and customer engagement. Focusing on turning vendor management to true partnerships as well as developing standard operating procedures to provide measurable success.

• 10+ years as a Director of Customer Experience for a global consultative firm, internationally managing multiple contact centers and overseeing performance in North America and Europe.

VP Client Services Mexico

Dave Blythe

30+ years of experience in the contact center and BPO industry with leadership roles within...

• 30+ years of experience in the contact center and BPO industry with leadership roles within Operations, Quality Assurance, Business Development and Client Services.

• Adept at cultivating and strengthening relationships with clients through the development of process driven strategies designed to improve efficiencies, enhance margin and increase wallet share for his clients. He has a history of creating, implementing and evaluating support, marketing and sales programs that improve visibility, sales, market penetration and customer base for companies across many verticals.

• A proven leader who responds to challenges with confidence, determination and focus.

Scott Murdock
SSG Utah

Scott Murdock

20+ years of call center experience, specializing in Sales/Service. Has managed multiple centers...

• 20+ years of call center experience, specializing in Sales/Service

• Has managed multiple centers throughout the USA and held responsibilities for facilities in Mexico and throughout South America

• Excels in working proactively with clients to understand all KPIs and developing a plan to meet and exceed those expectations

• 10+ years working in a general manager role as well, overseeing training, recruiting, policy development, etc

Felipe Osorio
SSG Panama

Felipe Osorio

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...

• 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.

Victor Carrion
SSG Dominican Republic

Victor Carrion

18+ years of experience in the Contact Center Industry on both the client and agency side.

• 18+ years of experience in the Contact Center Industry on both the client and agency side.

• Specializes in Leadership Development, Operations Management, Client Relations, Startup Operations, Customer Service, Sales, Team Building, Campaign Development, Program Launch, Project Management, Multi-Channel Marketing & Communications, Revenue Growth, Strategic Planning, Marketing Development, and Business Development.

• Prior experience includes Account Manager, Quality Director, Operations Manager, Marketing Director, Director of Client Relations.

• Proven track record of meeting and exceeding strategic client goals.

COO - SSG APAC

Paulo Aquino

Steve Seibert
Chief Information Officer

Steve Seibert

Over 7 years of experience in the contact center / BPO industry and more than 22 years of experience in the IT sector

• Over 7 years of experience in the contact center / BPO industry and more than 22 years of experience in the IT sector

• Serves on multiple business and technology councils and advisory boards

• Prior experience leading IT for Viya Communications, which is a leading telecommunications company in the US Virgin Islands, and leading the Network Infrastructure team for Myers Industries

Akos Horvath
Chief Legal Officer

Akos Horvath

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

• 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

Justin Horn
SVP, Customer Experience

Justin Horn

25+ years experience in the contact center / BPO industry

• 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.

Lorie Johnson
VP of Ops and Client Services

Lorie Johnson

30+ years of leadership experience in the BPO industry with National Revenue Corporation, iQor...

• 30+ years of leadership experience in the BPO industry with National Revenue Corporation, iQor, HKT Teleservices, and Support Services Group

• Extensive experience in Global Operations, Client Services, Recruiting, Workforce Management, and Back Office Processing. Vertical expertise includes Financial Services, Commercial Services, Government, Telecommunications, Healthcare, Utilities, Retail, Insurance, eCommerce, and Travel

• Whether running shared services, recruiting, or operations, my philosophy has always been to set high standards, lead by example and demand exemplary results. My strength is understanding the needs of a client, devising a plan to meet those needs, then executing that plan to exceed expectations

Kimberley MacKinnon
VP of Workforce Management

Kimberley MacKinnon

20+ years of experience in the contact center industry

• 20+ years of experience in the contact center industry

• Leads the WFM team as the VP of Workforce Management across multiple locations.

• Prior experience as Account Manager, Director of Operations, and Director of Workforce Management in the contact center industry

Mike Wilson
SSG Maine

Michael Wilson

Michael has 26 years in the D2C vertical market as well as 10 years previously in the B2B...

• 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.

Roger Holmes
SSG Canada

Roger Holmes

16+ Years of experience in the Contact Center industry.

• 16+ Years of experience in the Contact Center industry.

• Proven track record of meeting strategic client goals with a focus on Leadership Development, Operations Management and Project Implementation.

• Successfully managed across multiple verticals including telecom, radio, travel, entertainment, and fashion.

• Highly motivated with proven leadership skills.

Zsolt Lakatos
SSG Hungary

Zsolt Lakatos

25 years + BPO industry experience. Holds an MBA from Manchester Business School and started to work in the contact center business right after the...

• 25 years + BPO industry experience

• Holds an MBA from Manchester Business School and started to work in the contact center business right after the University in 1996.

• Built several multilingual customer care operations in Budapest, Hungary.

• Has Eastern European expertise that brings European proximity to our global leadership team.

• In addition to all European languages, the Budapest operation offers digital engagement and world-class messaging expertise, enhancing our excellence beyond borders with an outstanding digital experience.

Rob Dizon
SSG APAC CEO

Rob Dizon

22+ years experience in the contact center industry, having been on both the client and service provider...

• 22+ years experience in the contact center industry, having been on both the client and service provider sides, handling multiple business segments and servicing the end-to-end customer credit life cycle.

• Successfully started up and operated Admerex, a multi-awarded, widely respected, and one of the largest domestically-owned BPOs in the Philippines.

• Focused on efficiency and operational excellence, has a proven track record in delivering exponential business growth and strong organizational leadership.

• Continues to lead the transition of new corporate acquisitions for SSG and ensures a seamless service delivery experience for clients and synergistic blending of cultures in its people.

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