Our team of tenured professionals are here to help
Executive Leadership Team
- 20+ Years BPO/Call Center experience
- iVox Solutions founder
- Built/Managed many multi-million dollar businesses from start-up
- Starting a career in the wireless sales industry, quickly turning that into a top five wireless ecommerce and care operation.
- Entered the BPO space in 2009 building a site from the ground up, within 18 months employing over 600 agents.
Rob Newton
CEO
Alvaro Ballesteros
COO
- 13+ years BPO/Call Center experience
- 18 years experience in global management of business accounts
- Deep understanding of business processes, departments and goals
- Focused on improving employee productivity by reviewing and analyzing operations
Alvaro Ballesteros
COO
- Senior global operations executive leader with 20+ years experience in the CXBPO industry
- Manage domestic, near and far shore partnerships
- Built/Managed many multi-million dollar businesses from start-up
- Expert in managing end-to-end employee lifecycle from sourcing, recruitment, training / on- boarding and performance management
- Focused on growing the business organically and through new logos
Joe Peck
EVP, Ops & Business Dev
- 20 Years in leadership
- 13+ Years BPO Experience
- Cross functional leader with a passion for nurturing talent, optimizing operations, and delivering exceptional customer experiences
- Excels in optimizing call center processes, enhancing efficiency, and ensuring seamless operations, leveraging technology and data-driven insights to achieve operational excellence
Jess McGill
Director, Operations
Program Support Team
- 15+ years of experience in the HR field
- 7 years BPO experience
- Goal oriented with a keen focus on measurable results.
- Experience in HR coordination, employee relations, EEO/OSHA, recruiting, benefits administration, employment law and payroll
- Member of the Society for Human Resources Management (SHRM)
Maria Mercado
Director, HR & Recruiting
- Over 18 years of experience of financial reporting, strategic planning, project management, and high-granularity process automation/optimization
- Leveraging cutting-edge tools like Power Automate and Power BI to consistently elevate operational efficiency and achieve quantifiable KPI and or financial results
- Certified in Lean Six Sigma
- Global engagement working with international teams
Ricardo Giorgis
Director, WFM & Analytics
Tom Gavin
Director, IT
- 16 Years with iVox
- Expertise in network engineering
- Spearheaded the design and implementation of iVox Solutions network systems (connectivity, security, and scalability)
- Continuously maintains network systems while managing the IT support team’s training/development and efficiency to ensure seamless operational support.
Tom Gavin
Director, IT
- 15+ Years Customer Service Experience
- 5+ Years Broad BPO, Training, Quality & Ops Experience
- Skilled in creating and facilitating Training material and Quality processes and procedures to enhance KPI performance
- Expertise in managing both virtual and on-site staff while creating a positive culture to ensure delivery of best-in-class customer service experiences
Lenee Lorne
Manager, QA, Training, Ops