Conduit Global Leadership
Executive Vice President, Global Operations and Client Services
Michelle has decades worth of global leadership experience in outsourcing with in-depth knowledge and expertise in contact center planning, operations, client services, implementation, and process quality improvement. Based in Bethlehem, Pennsylvania, she is responsible for all phases of operations, including planning and directing the overall performance of Conduit Global’s call centers.
Prior to being EVP at Conduit, she held various roles in kgb, Conduit Global’s parent company, including Chief Operating Officer and VP for Operations where she was responsible for overseeing the opening of four call centers in North America, integration of automation technology, implementation of electronic workforce management tools, and re-structuring the company’s customer service representatives’ compensation programs.
A veteran of call center operations, she also worked with Sprint and Time Warner Cable in various call center capacities.
Michelle attended the University of North Carolina, Charlotte and majored in Business.
Head, Global Workforce Management
Stacie has been with kgb and Conduit Global for 15 years serving in a variety of capacities within Operations and Workforce Management before leading the entire Workforce Management group. She has responsibility for forecasting volume, planning agent staffing and hiring needs, agent scheduling, and capacity planning. Stacie also oversees management information and reporting for various lines of business across North America, Europe, Asia, and Africa.
Stacie has a Bachelor of Science from the University of Arizona and a Masters of Science from the University of Phoenix.
General Manager, Operations and Client Services – Europe
With over 10 years’ experience in outsourcing and financial services, Declan is responsible for Operations and Client Services across Europe. Having managed and sold call center services across multiple verticals, Declan has significant experience working as an outsourced partner with some of both the largest financial services and mobile telecom business providers in Europe.
Prior to rejoining Conduit in early 2011, Declan worked with Barclaycard where he held responsibility for all non-card revenues generated across multiple insurance products, including short-term income protection, payment protection and other general insurances.
Declan holds an undergraduate degree in Management Science from Trinity College, Dublin and a graduate degree in Business Studies from the Dublin Institute of Technology.
General Manager, Operations and Client Services – North America
Alan is responsible for Operations and Client Services that are delivered across Conduit Global’s North America call centers. Over the course of Alan’s 25 years in outsourcing, he brings to Conduit a diverse leadership background covering sales, operations and marketing for tier one global BPO providers. His experience in cultivating and growing C-level relationships has proven to optimize clients’ objectives and create business transformation. Alan’s track record in organizing workflow processes has also resulted in greater efficiency, and increased productivity and profitability.
Prior to joining Conduit, Alan held senior level call center/outsourcing roles in Operations and Client Services at Audits and Surveys Worldwide, Sykes Enterprises (formerly ICT Group), and Expert Global Solutions. Most recently, Alan has worked as an Executive Recruiter, building valuable relationships across our many business verticals.
Alan graduated with a degree in Business Administration in Accounting from La Salle University in Philadelphia.
Senior Vice President, Global Sales
Lou Lanava is responsible for all account management and business development strategy at Conduit Global. He has over 30 years of sales and service experience, having worked with some of the industry leaders in finance, retail, satellite, and telecommunications. He has managed both client services and sales organizations, and has international experience having sold into Europe, Latin America, the Philippines, the US and Canada. Prior to joining Conduit, Lou held leadership roles in client services and business development for EGS, INC., StarTek, and TeleTech Holdings, Inc.
Lou resides in Denver, which has called home for over 16 years.
Business Development – North America
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 his Bachelor of Science and MBA from Villanova University.
Vice President of Customer and Market Solutions
Peter is responsible for all market intelligence activities and developing the Conduit Global brand among contact center services influencers. Peter has been involved in the CRM sector for over a decade, having directed outsourced contact center analysis at Datamonitor / Ovum from 2005 until joining Conduit Global at the start of 2016. He has authored numerous reports on various contact center outsourcing trends, including virtual agent delivery, offshore / nearshore opportunities and the growth of non-voice channels. He has been recognized by his peers as a thought leader and influencer by various industry publications, including Nearshore Americas and CallCentreHelper.com.
Peter completed a bachelor of arts in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University.
Associate General Counsel
In his role as Conduit Global’s primary legal representative, Derek provides advice and guidance on a wide range of commercial contracts and related issues in both North America and internationally. Prior to joining kgb and Conduit Global in 2014, he worked for Sykes Enterprises, where he was an attorney for over five years supporting their outsourced call center business globally. Most recently, Derek served as hibu Inc.’s Legal Counsel of Technology and Global Operations, where he provided guidance and support to hibu’s various product teams, as well as directed and managed their technology and procurement agreements.
Derek received his JD from Widener University School of Law and a Bachelor of Science in Business Administration from Villanova University.
Vice President of Human Resources
David Smith is responsible for all of Conduit Global’s human resources strategy and administration. He brings with him over 20 years of human resources experience across a variety of industries having managed numerous functions in this domain. Prior to joining Conduit Global, David was the Senior Human Resources Director at RK Mechanical, where he was responsible for human resources, benefits, training and development, as well as the implementation of employee-centric programs. Prior to that, David was the Vice President of Human Resources at Pearson for ten years and the Director of HR at Teletech Holdings, Inc. for three years.
David holds a B.A. in Business Administration with a minor in Psychology from Western State Colorado University in Gunnison, Colorado.
Chief Operating Officer
As Chief Operating Officer, Michael is responsible for all global operations of the kgb organization. In this role Michael has specific responsibility for leading the strategy and direction of Conduit Global. Michael joined kgb in August 2012 as the Vice President of Strategy Planning and Analysis, focusing primarily on improving kgb’s financial performance through the streamlining of operations and business growth.
Before joining kgb, Michael held a variety of executive roles at Warner Music Group, Standard & Poor’s and United Technologies Corporation. Michael holds a BS in Business Management from Babson College in Wellesley, MA and an MBA from New York University’s Stern School of Business.
Chief Technology Officer
Glenn Haddock is the Chief Technology Officer of Conduit Global’s parent company, kgb. Based in Austin, Texas, he is responsible for the technology and development that supports both commercial opportunities at Conduit as well as Conduit’s ongoing operations. In this capacity, he also oversees all CIO responsibilities. This includes data, systems and product architecture, rapid prototyping, engineering, quality assurance, database administration, and project management.
Prior to joining the company, Glenn served as the Vice President of Technology for Excell Services. He has now been with kgb for over eight years, holding various roles including Senior Director of Global Systems & Development and Project Director, before leading all of kgb’s and Conduit’s technology and information security groups.
Glenn holds a Bachelor of Business Administration in Management Information Systems from Texas Tech University – Rawls College of Business.