LEADERSHIP
Meet our Global Leadership Team
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.

Chief Executive Officer
Bryan Gross
An executive with 37 years of experience in the BPO industry...
Chief Executive Officer
Bryan Gross
An executive with 37 years of experience in the BPO industry, Bryan is known for growing companies by building winning culture, attracting top talent, and making bold decisions. When he began at Support Services Group 8 years ago, the company had two engagement centers and fewer than 500 employees. SSG is now a global provider with 17 locations across 10 countries.
Strengths
- Proven record of winning new business based on outstanding performance and long-term relationships
- Acquisitions expert who quickly assesses an organization to align resources for continued growth and increased profitability
- The ability to deliver strong customer satisfaction over a wide range of verticals including retail, streaming media, gaming, government support and financial services
- Using thought leadership and mutual trust to build high-performing teams around the globe
- Before his time at SSG, Bryan led successful teams for MCI, Sprint and TTEC.

President / COO
Marcy Payne
28+ years of experience in the contact center industry-leading strategic initiatives...
President / COO
Marcy Payne
• 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

Chief Revenue Officer
Timothy Blank
30+ years of contact center leadership experience, in the BPO industry...
Chief Revenue Officer
Timothy Blank
• 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.

Global CFO
Brian Wint
Senior level F&A executive with broad-based background in CX, B2B and CPG industries...
Global CFO
Brian Wint
• 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.

CHIEF INFORMATION OFFICER
Michael Koval
Over 10 years experience in help desk/contact center operations and 20-years management consulting...
Chief Information Officer
Michael Koval
• Over 10 years experience in help desk/contact center operations and 20-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.

Chief Legal Officer
Akos Horvath
15 + years of experience in international business law, administration, and diplomacy...
Chief Legal Officer
Akos Horvath
• 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

Chief Compliance Officer
Eric Murray
23+ years of contact center experience. Experienced in compliance management, process development...
Chief Compliance Officer
Eric Murray
• 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.

Director of the Americas
Justin Horn
25+ years experience in the contact center / BPO industry...
Director of the Americas
Justin Horn
• 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.

EVP, Client Services
Joel Lewis
30+ years of experience in the global BPO industry. Responsible for client relationship management...
EVP, Client Services
Joel Lewis
• 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

EVP, Global Workforce
Melissa Johnson
22+ years of workforce management experience, in the BPO industry...
EVP, Global Workforce
Melissa Johnson
• 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.
Regional Leadership

SSG USA
Steve Geibel
23+ years experience in the business outsourcing industry overseeing omni-channel contact centers...
SSG USA
Steve Geibel
• 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

SSG APAC
Paulo Aquino
20+ years of experience in the Contact Center and BPO industry specializing in end-to-end operations...
SSG APAC
Paulo Aquino
• 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.

SSG MEXICO
Juan Ortega
15+ years of experience in the contact center/BPO industry
SSG Mexico
Juan Ortega
• 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!

SSG DOMINICAN REPUBLIC
Victor Alvarado
12+ years experience in the call center industry, Victor joined SSG in 2020...
SSG DOMINICAN REPUBLIC
Victor Alvarado
• 12+ years experience in the call center industry, Victor joined SSG in 2020

SSG PANAMA
Felipe Osorio
Felipe currently serves as the Country Manager of our 80,000 square foot customer contact center...
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 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 COSTA RICA
Johnathan Brown
Johnathan is an equity-minded, diversity and inclusion, social responsibility advocate with 20+ years...
SSG Costa Rica
Johnathan Brown
• Johnathan is an equity-minded, diversity and inclusion, social responsibility advocate with 20+ years of proven track record of driving customer success and building exceptional teams by translating business needs into fully implemented solutions, outstanding customer experience, and year-over-year financial growth for partners.
• With expertise in general management, strategic planning, and operational effectiveness, his career has been heavily focused on leading highly effective teams in BPO, KPO, Technical Support, and SaaS industries for companies located in the United States, Canada, and the United Kingdom to LATAM, EMEA, and APAC offshore partners where he consistently exceeded expectations and achieved world-class performance.
• He’s a Costa Rican-born, INCAE Business School certified, and holds a Bachelor’s Degree and an MBA in Business Administration.

SSG JAMAICA
Troy Cotton
30+ years of experience in the call center/BPO industry...
SSG JAMAICA
Troy Cotton
• 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

SSG CANADA
Roger Holmes
18+ years of experience in the contact center/BPO industry...
SSG Canada
Roger Holmes
• 18+ years of experience in the contact center/BPO industry.
• With a proven track record of meeting strategic client goals with a focus on Leadership Development, Operations Management, and Project Implementation.
• Possesses a strategic approach and vision working on outbound dialing and inbound and managing successful multiple verticals, including telecom, radio, travel, entertainment, and fashion.
• Roger is a highly motivated leader with a unique skill set.

SSG DIRECT RESPONSE / DIRECT MARKETING
Michael Wilson
Michael has 26 years in the D2C vertical market as well as 10 years previously in the B2B...
SSG DIRECT RESPONSE / DIRECT MARKETING
Michael Wilson
• 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.