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.

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

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

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

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 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

SSG Utah

Scott Murdock

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

• 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

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

SSG Hungary

Zsolt Lakatos

25 years + BPO industry experience. Holds an MBA from Manchester Business School and started to...

• 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.

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

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.

EVP, Client Services

Lori Hoffbauer

16+ years of experience in the contact center industry, significantly scaling operations on...

• 16+ years of experience in the contact center industry, significantly scaling operations on both the Agency side and the Client side. Ran Operations and Client Services for King TeleServices and Teleperformance

• 20+ years as a Management Consultant specializing in the Automotive, Financial, Luxury Goods & Retail, Art & Entertainment, and Tech & Telecom industries. A Global leader and specialist with CX/UX Strategy and design, leading business, customer experience, and digital transformations, and developing data-driven and scalable growth strategies for her clients

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.

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.

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.

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.

SSG Texas

Steve Geibel

VP of Workforce Management

Kimberley MacKinnon

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

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

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.

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.

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.

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.

SSG APAC CEO

Rob Dizon

22+ years experience in the contact center industry, having been on both the client and service provider sides, handling multiple business segments and...

• 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.

SSG Malaysia

Johan van Niekerk

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.

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300 S. 13th St. Waco, TX 76701
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109 W. Panther Way Hewitt, TX 76643
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1572 S. Dixie Dr. St. George, UT 84770
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121 Mill St. Auburn, ME 04210
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860 Spring St. Westbrook, ME 04092
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9 Willey Rd. Saco, ME 04072
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645 Belleville Ave. New Bedford, MA 02745
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3400 South Park Pl, Grove City, OH 43123
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5454 Airport Hwy, Toledo, OH 43615
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308 N Main St, Bowling Green, OH 43402
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116 King St. North Sydney, NS B2A 3R7
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Juan Navarrete 172, Local X3, Colonia Valle Grande, Hermosillo, Sonora, C.P. 83205, Mexico
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Matex, 167, San José Province, San José, Costa Rica
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Calle Andrews, Cristobal, Colon, Panama
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Calle Sabana Larga, Edificio No. 152 Santiago De Los Caballeros, R.D.
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Metropolitano I Building, 3rd Level, 27 de Febrero Avenue, Santiago De Los Caballeros
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Budapest, Róbert Károly körút 70, Floor 4, Hungary
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Klapka utca 13., Balatonboglár, Hungary
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7100 Szekszárd, Széchenyi utca 40, Hungary
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Level 13A, Tower 9, UOA Business Park, No. 1, Jalan Pengaturcara U1/51A, Seksyen, U1, Sha Alam, Selangor Darul Ehsan, Malaysia
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107 L.P. Leviste Street, Makati, 1630 Metro Manila, Philippines
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FPN Epic Centre, A.S. Fortuna St, Tipolo, Mandaue City, 6014 Cebu, Philippines

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