The Senior Management team is a highly qualified group of individuals with over 20 years of combined experience in the field of Business Process Outsourcing specifically in the area of Call Centers. One of their most unique elements is that each founder’s professional background is characterized by a strong foundation on multiple fields; each of which is extremely relevant and essential in establishing a successful call center.

Their combined skills, impeccable professional backgrounds and track records will be very advantageous for a company planning to set up their own call center in Cebu and its neighboring regions.

Each of the personalities of the management team members can be summed up in one simple phrase -- one-of-a-kind. These individuals are all extremely energetic and work tirelessly to make sure their clients are given the best sourcing, infrastructure, training and management services. The profiles not only outline their professional backgrounds, but give you an opportunity to get to know the personal sides of the individuals that constitute the very foundation of the team.

Claudette was fresh out of the university with an Engineering Degree (Electronics and Communications) when she joined Timex Philippines. After Timex Philippines, she took on an opportunity to relocate to HongKong to join Cathay Pacific Airways and worked with them for close to ten years. While working out of the country, Claudette proceeded to complete her certificate in Business Enterprise Management from the University of Sydney. Her airline experience and extensive travels provided Claudette an opportunity to work and appreciate people from different cultures. It has further polished her skills in global customer service.

When she moved back to Cebu, she was offered a job to join one of the biggest banking institutions in the country, Union Bank of the Philippines as a Relationship Manager. Her stay with UBP allowed her to increase her bank branch deposit level to an impressive 100% in a span of 12 months. She proceeded to join East West Bank of the Philippines and was tasked to set up and operate a new branch location in Mandaue City. She took up additional post graduate courses on the side thereby completing her coursework in the Strategic Business Economic Program leading to the degree of Masters in Business Economics from the University of Asia and the Pacific.

Claudette’s substantial and diverse professional experience prompted proposals from companies abroad who were interested in setting up call centers in the Philippines, specifically in Cebu. That was when she decided to move to the call center industry. She is responsible for setting up three call centers in the past four years from sourcing its core management team and agents, overseeing the site construction and functionality, while guiding different key departments in instituting processes for operational efficiency. Each center has expanded ever since, from a start up seat capacity of 40 to 300 seats.

When not talking to clients or strategizing company goals, Claudette takes time to enjoy the beautiful beaches of Cebu or tees off to a nearby course with her golfing friends.

Polly started her professional career as a Production Supervisor with Timex Philippines. Her responsibility not only included managing material requirement for her production line, but also effectively managing a minimum of 50 operators. She still stayed in the manufacturing industry but this time as an Industrial Engineer for a leading furniture company, Maitland –Smith Cebu Inc. While with Maitland-Smith, the company saw Polly’s potential on the human relations side of her job and proceeded to promote her as Head of Training and Special Projects. Her new role required her to conduct management development, productivity and behavioral programs for its employees. She designed and rolled out the New Employees Orientation Program and served as Editor on Chief of the company newsletter.

After the manufacturing field, Polly proceeded to take on roles in the Human Relations and Organizational Development areas, this time in the hotel business; from the Waterfront Hotel chains up to serving as Human Resources Director for an international hotel chain, The Marriot Hotel (Cebu operations). She is a certified trainer and member of The International Management Trainer Network (Asia Pacific and Australia) for Marriot International Lodging.

When the call center industry started to grow in Cebu, it was not too long before Polly was invited to join and contribute her expertise in the area of human resources. She went on to help set up three call centers in the past four years; her professional contribution in the success of the different centers were on the sourcing and recruitment of its employees; taking into the consideration the specific skill and behavior profiles of each account . Polly also created the company policy and employee guidebook for each center tailor fitting it into the Filipino culture and the Philippine Labor Laws; a very critical documentation for companies off shoring services in the Philippines. She also worked closely with each center’s Operations Team in designing employee relations and retention strategies just to name a few.

When not creating employee development programs and taking time to talk to employees and their concerns; Polly enjoys spending time with family and friends usually treating them to a home cooked meal or catching up on movies.

Hazel’s first job was as a teacher in Southwestern University handling subjects ranging from Speech Fundamentals, Public Speaking and English as a Second Language. She headed the faculty team who conducted special English classes for foreign students in the University. She also joined a Toastmasters’ Club and proceeded to represent the club in various speaking contests. After winning in local and regional competitions, she represented the Philippines in the Toastmasters International Speech Competition held in Dallas, TX USA.

She stayed in the United States and worked her way up from Provider Services Clerk to Senior Customer Service Manager for a managed healthcare organization, CAPP CARE PPO. She worked out of their corporate office in Newport Beach, CA USA. While at CAPP CARE PPO, she interfaced with physician and hospital networks in various parts of the United States; did health benefit design presentations to corporations who used CAPP CARE as their preferred provider network. She was part of the customer relations management team who handled top accounts like TWDC (The Walt Disney Company), AFTRA (American Federation of Television and Radio Artists) and EDS. While in the U.S, Hazel took the time to take up graduate courses in Speech Communication with emphasis on Intercultural Communications at California State University-Fullerton Campus. She also completed the Dale Carnegie Course in Public Speaking and Human Relations.

When Hazel came back to Cebu, she was hired by an Ohio based business process outsourcing company, Convergys Corporation. She oversaw the Training Department covering both the communication/culture as well as the program specific trainings. She had the responsibility of making sure that agents were prepared to meet client key result areas by the time they are endorsed to the production floor. After Convergys, she helped set up the Training and Quality Departments of two start up call centers in Cebu. She selected and trained trainers, created training and quality guidelines and process documents. Hazel also completed her certificate in the Strategic Business Economic Program leading to the degree of Masters in Business Economics at the University of Asia and the Pacific.

When not handling a class or conducting a calibration session with trainers, Hazel snorkels to check out the local marine sanctuary or tries out a new restaurant in town.

Robert's university degree in Electrical Engineering was his starting point in pursuing an impressive career in Information Technology in the field of Business Process Outsourcing.

Robert took on a Florida USA based project with Virtual Call Center of Orlando as IT Project Manager. While in Florida , he designed and assisted in building a 72-seat call center; deployed Voice Over Internet Protocol for internal use; developed their Information Technology and Telecoms Business Strategy as well as became the primary point of contact for outsourcing programs to the Philippines.

After his project in the U.S, Robert proceeded to set up close to 15 call centers across the Philippines , ranging from centers with 40 to 300 seats along with expansion capabilities. His overall responsibility in setting up these multiple call centers ranged from designing network infrastructures, information migration and negotiating with vendors and suppliers for all IT, Telecomm and Telephony requirements. He was also part of the pioneering team that set up the America Online account in the Philippines.

He was the Director of Infrastructure of Innodata-Isogen , a U.S based corporation specializing in back office processing. While at Innodata - Isogen, Robert was responsible for the 2400 seat facility in their Cebu operations; develop migration strategies for Voice from NEC to CISCO IP Telephony; develop migration strategies for Network from 3 com switches to CISCO switches. He worked closely with clients in developing client-provider integrations. He was the primary point of contact for Information Technology for the Cebu center.

Robert is a Cisco Certified Network Associate, Microsoft Certified Professional and a Certified Novell Engineer.

When not troubleshooting a network or testing information migrations of a new center, Robert makes it a point to relax by going for a sauna in his favorite local spa or taking his family out on out of town vacations.