Experience

Buwelo Corporate

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Chief Client Officer

  • 2016 - Present

  Buwelo BPO is a Business Process Outsourcing provider of multi-channel customer experience and back office solutions. From voice, email and chat (using AI technology) to social media and data analytics. Buwelo BPO has the solution your company needs to scale your operation and delight your customers with every contact. Buwelo BPO understands the anxieties of outsourcing your companies operations and services, our transparent approach and solutions alleviate those anxieties by providing the training, technology and talent that your business deserves! Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Sr. Director of Account Management

  • Jan 2013 - Jan 2016

  Manage a team overseeing growth for Convergys HealthCare account operations, business development and account relationships Responsible for P&L, employee management and development, process improvement and account tools and efficiencies Manage a team overseeing growth for Convergys HealthCare account operations, business development and account relationships Responsible for P&L, employee management and development, process improvement and account tools and efficiencies



Teletech Inc.

• IT Services and IT Consulting
• 100 - 200 Employee

• Vice President of Operations

  • Jan 2011 - Dec 2012

  • Manage TeleTech growth, operations and client relationships in the EMEA region including Spain, Republic of Ireland, U.K., Costa Rica, Ghana • Lead new sales and organic growth for TeleTech in the EMEA region • Implementing B to C and loyalty campaigns with EMEA based clients • Responsible for EMEA P&L, management development, process improvement and account efficiencies • Manage TeleTech growth, operations and client relationships in the EMEA region including Spain, Republic of Ireland, U.K., Costa Rica, Ghana • Lead new sales and organic growth for TeleTech in the EMEA region • Implementing B to C and loyalty campaigns with EMEA based clients • Responsible for EMEA P&L, management development, process improvement and account efficiencies



ExactStar

• Draper, UT

• President

  • Oct 2009 - Jan 2012

  • Manage team overseeing day to day operations, client and vendor relationships, U.S. based work at-home employees and our Philippines facility • Responsible for company policies and procedures, revenue growth, overall technology and PCI compliance • Responsible for company P&L, seat utilization, management development, customer experience, client and employee satisfaction • Managed B to B and B to C inbound and outbound sales and lead generation programs across healthcare and consumer verticals Show less



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Vice President of Operations

  • Mar 2009 - Oct 2009

  • Manage teams covering day to day operations of three crucial lines of business • Assuring corporate best practices and continuity are implemented and maintained within EMEA • Oversees directly or indirectly customer needs, best practices, SLA adherence, audit compliance, billing, profit and losses, budgeting, employee benefits and relations, compensation, facility utilization, management development and mentoring, project and scope management • Manage teams covering day to day operations of three crucial lines of business • Assuring corporate best practices and continuity are implemented and maintained within EMEA • Oversees directly or indirectly customer needs, best practices, SLA adherence, audit compliance, billing, profit and losses, budgeting, employee benefits and relations, compensation, facility utilization, management development and mentoring, project and scope management



PeopleSupport (Philippines) Inc

• Makati, Philippines

• Managing Director

  • May 2007 - Mar 2009

  • Manage team covering day to day operations of two crucial lines of business • Responsible for $72M in annual revenue with over 4,000 employees in multiple countries and facilities • Oversees directly or indirectly customer needs, best practices, SLA adherence, audit compliance, billing, profit and losses, budgeting, employee benefits and relations, compensation, facility utilization, management development and mentoring, project and scope management • Manage team covering day to day operations of two crucial lines of business • Responsible for $72M in annual revenue with over 4,000 employees in multiple countries and facilities • Oversees directly or indirectly customer needs, best practices, SLA adherence, audit compliance, billing, profit and losses, budgeting, employee benefits and relations, compensation, facility utilization, management development and mentoring, project and scope management



SOURCECORP

• Lexington, Kentucky Area

• Regional Vice President of Operations

  • Aug 2004 - May 2007

  • Responsibility over multi-country engagements utilizing both vendor and off-shore captive locations • Accountable for both organic and inorganic regional growth, engaged in sales, operational excellence and customer satisfaction and retention • Responsible for $42M in annual revenue in government and healthcare transaction processing • Partnered in a team responsible for taking 3rd quarter 2004 divisional losses of 2 million dollars to quarterly EBIT profits of 1.5 million plus dollars • Responsible for over 650 domestic employees in 11 facilities five states and 750 offshore employees in five locations in three countries • Lead team in establishing bill rates, finding programmatic and process improvements to increase worker productivity, lower operating costs, and improve document quality • Work closely with corporate headquarters, to assure SOX, SAS70 and HR and accounting policies and expectations are met in all satellite sites • Perform quarterly due diligence visits to offshore vendor locations in India, the Philippines and Puerto Rico Show less



Affiliated Computer Services, INC.

• General Manager and Country Director

  • Dec 2002 - Aug 2004

  • Processed more than 345,000 claims per day for Aetna, Health Net, PacifiCare, Empire, Cigna United Healthcare, The Hartford, Midlands Health Care, Meridian Health and Keystone Mercy• Worked with domestic internal customers on disaster recovery planning, testing, and implementation• Manage sites day to day operations encompassing production, budgeting, IT, human resources, financial management, services billing, data and site security, and employee transportation• Responsible for 21 separate accounts, 29 managers and 1640 employees, finding programmatic and process enhancements to increase productivity, lower costs, and improve quality• Worked on the Ghana Committee for improving foreign investment chaired by President Kufor of Ghana • Liaison with government officials, MPs and local and international mediaMaintain company’s tax exempt status Show less

• SBU Manager

  • Jun 1999 - Dec 2002

  • Instrumental in assisting customers design and plan multi solutions for various small and large independent customer engagements • Responsible for financial performance and day to day production operations for various healthcare accounts with over 300 employees in multiple locations both domestically and abroad • Responsible for meeting all SLAs and achieving a 10%+ profit on $8M in annual revenue• Managed accounts from startup to steady state including spec gathering, workflow design and the writing of policy and procedure manuals and leadership transition• Organize quarterly review meetings with customers Show less