President of Conduit Global
Bryce Hayes has over 20 years of global leadership experience in outsourcing with in-depth knowledge and expertise in contact center planning, operations, client services, implementation, and process quality improvement.
Prior to his position as President of Conduit Global, Bryce served as the Head of Global Sales and as Chief Operations Officer for a large multi-national BPO company. In addition, he has held leadership roles in sales, client services, operations, and training.
Bryce has deep industry experience developed from supporting a wide variety of Fortune 100 and Fortune 500 clients in healthcare, financial services, telecommunications, ISP/TV/satellite, technology, consumer electronics, consumer packaged goods, shipping and logistics industries.
Bryce has earned degrees from Utah Valley University and the University of Utah, and is a member of the Golden Key National Honor Society, International Society for Training and Development (ISTD), and the International Association for Outsourcing Professionals (IAOP).
VP Business Development – United States
Frank has over 15 years of contact center and BPO industry experience with a high concentration in the communications, healthcare and financial services sectors.
He has held various roles throughout his BPO career including management responsibilities in Client Services, Sales and Business Development including corporate relationship development, and mergers and acquisitions.
Frank has both is B.S. and his M.B.A. from Villanova University.
VP Business Development – United States
Jonathan has over 10 years of contact center and BPO industry experience with a high concentration in the Healthcare and Technology sectors. He has held various roles throughout his BPO career including management responsibilities in Sales, Client Services, and Business Development including corporate relationship development.
Jonathan has an Honors Bachelor of Arts from Fordham University.
Director Business Development – Europe
Brian has developed, negotiated and closed numerous multimillion dollar (US) business process outsourcing contracts in Europe and North America for public and private sector clients. Brian leads business development for Conduit in Europe. His specialties lie in strategy development, value creation, solution design and commercial benefit sharing.
Brian has successfully developed multiple new market opening deals including the launch of Conduit’s technology outsourcing business unit.
Brian represents Conduit on numerous industry, community and functional groups in the UK, Ireland and the US and has graduated from London Business School and Columbia University with a Global Executive MBA, with Dean’s list academic recognition.
Vice President of Client Services – United States
Rick has over 20 years of experience in outsourced contact center services. He has served in various senior level management capacities across functional areas of Operations, Client Services and Business Development for mid-size to large scale BPO organizations. He leads the organizational efforts for strategic enhancement and expansion of client relationships. Operationally he started as a phone representative in the fall of 1988 and remains grounded to the appreciation and importance of the front line associates with the continuous development of the staff. Rick earned his BBA in Management from the University of Texas in Arlington.
Director, Client Services – United States
Kim is the Client Services Director for kgb, servicing clients out of Lubbock Texas and Greensboro North Carolina. She has 16 years’ experience working in a vendor management capacity in a Quality, Operations, and a Client services role. Her experience and dedication to exceed client expectations by developing staff and communicating the client vision has led her Sales and Service team in North America to the Top 3 service providers (of 7) as well as launching a successful offshore sales and service team.
Director, Quality Initiatives and Client Relationships
Alma is the Director of Quality Assurance for kgb_ North America and oversees the customer experience initiatives for various Care programs. She joined the kgb_ team in 2002 as a Manager for bilingual, Spanish language teams.
Prior to kgb_, Alma managed the Employee Development department for MCI WorldCom. She also worked in a Training capacity for the Federal Bureau of Prisons and the Internal Revenue Service in Austin Texas while attending the University of Texas at Austin.
Client Services Director – Europe
With over 10 years’ experience in outsourcing and financial services, Declan is responsible for Client Relationships across Ireland and the UK. Having managed and sold contact centre services across multiple verticals (Energy, Telecoms, Digital TV & Media), Declan has significant experience working as an outsourced partner with some of the largest Financial Services providers in the UK (Bank of America, Aegon Direct Marketing Services, Affinion, Ace Insurance, Lloyds TSB and Aviva) as well as experience working with large mobile telecom businesses (Orange, Vodafone, O2).
Having left outsourcing, Declan moved into Financial Services with Barclaycard, where he held responsibility for all non-card revenues generated across multiple insurance products including short-term income protection, payment protection insurance and various general insurances. This is the second time that Declan has worked with Conduit having re-joined in January 2011.
Director of Public and Private Relationships
Mark Cleary has over 20 years’ experience in managing call centres within the financial services sector in the United Kingdom. This has included senior roles within Eagle Star, Zurich and a highly respected regional mutual Building Society. Latterly Mark has spent 10 years as a Managing Director running a number of companies within the BNP Paribas group, in particular an outsourcing organization specializing in the sales of niche Investment and Insurance products.
Mark currently manages Conduit’s Public Sector and Health Care division. He has taken a lead in managing the operation and developing client solutions and relationships.
Global Head of Workforce Management
Stacie has been with kgb for 15 years in various roles within Operations and Workforce, and has responsibility for forecasting volume, planning agent staffing/hiring needs, agent scheduling, capacity planning, and MI / Reporting for various lines of business in the US, Europe, the Philippines, and Morocco.
Stacie has a B.S. from the University of Arizona and an M.S. from the University of Phoenix.
Director, Call Center Operations – Greensboro, NC
Chris has spent over 20 years in the call center industry, 13 of those with kgb. During his tenure with kgb, he has held several positions, including; Call Center Director of NCCC, Head of Operations for 118118 and Head of Operations for 118 Media. Prior to coming to kgb Chris worked for Time Warner Cable for 10 years, where he initially started as a Field Service Representative and has a macroscopic understanding of cable television operations.
Director, Call Center Operations – Lubbock, TX
Frances oversees all Operations in the Lubbock call center and the Health Care organization in San Antonio. She has over 20 years’ experience in the customer service / care industry. She has held various positions within the organization which include Training, Quality, Client Services and Operations. She has been instrumental in building the Health Care partnership from launch in 2005 and building a successful team that drives and delivers on client expectations. Frances earned her BBA in Marketing / Management from Texas Tech University.
Director, Call Center Operations – San Antonio, TX
Rudy has over 20 years’ experience in the customer service and outsourced contact center industry. He currently manages the largest customer care site in North America, in addition to his regional management experience across all sites. His expertise includes directing large operational organizations, both wholesale and retail. He has launched sites from the ground up and is well-versed in delivery of key client performance metrics across all channels, with a heightened focus on Net Promoter Score and First Call Resolution.
Rudy earned his BBA in Organizational Management from the University of Texas at San Antonio