Michelle Castillo
Executive Vice President for Customer Operations

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, she held various roles in kgb 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.

Frank Venezia
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.

Brian Hannon
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.

Declan Maguire
General Manager EU Operations and Client Services

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.

Stacie Smith
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.

Back to Top