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.
Senior Vice President, Global Sales
Kevin is responsible for Global Sales and manages a team of salespeople in both North America and Europe. He also oversees the Sales Operations function within Conduit Global.
Kevin previously worked as the Senior Vice President for Global Sales for Kognitio, achieving double-digit growth and two of the largest revenue quarters in the company’s history. He has also held senior level sales roles at Crown Partners and Fujitsu Consulting.
Kevin holds a Bachelor of Arts degree in English and Computer Applications from the University of Notre Dame.
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.
Chief Financial Officer
Patrick Albus, Conduit’s Chief Financial Officer, has eight years of experience in the contact center industry, covering North America, Europe, Asia, and Africa. Patrick has served with Conduit Global’s parent company, kgb, in a variety of roles including Chief of Staff, CEO of Global Solutions, COO of kgbdeals USA, Vice President of Sales at kgbdeals USA, and CFO of Global Wholesale and Digital Media. Prior to coming to Conduit Global, Patrick worked with Dun & Bradstreet and The Walt Disney Company.
Patrick holds a Bachelor of Science in Business Administration / International Business from Albright College and an MBA from the University of North Carolina at Chapel Hill.
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, Human Resources
Brett has over 15 years of HR experience and over 10 years supporting both in-house and outsourced call centers. At Conduit, Brett has HR responsibility for call centers in North America, Europe and Asia. Prior to joining kgb and Conduit in 2008, he worked for Olympus Corporation of the Americas where he was their Executive Director of HR Strategy & Development, supporting their Life Science Group and all corporate functions. Brett has also served as an HR Director for Advanta Bank Corporation’s call centers after his time at Andersen Consulting (now Accenture) as an HR Generalist.
Brett holds an MBA from Lehigh University and a Bachelor’s degree in Labor and Industrial Relations from Pennsylvania State University; he is also certified as a Global Professional in Human Resources (GPHR).
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 – 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.
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.
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.
Business Development – Europe
Brian is responsible for business development within Europe, however his success at Conduit Global has also extended to North America. He has developed, negotiated and closed numerous multimillion dollar outsourcing contracts for public and private sector clients proving 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 holds a Bachelors of Commerce and a Masters in Business Studies from the University College Dublin, and a Global Executive MBA from the London Business School and Columbia University.
Business Development – Europe
amie has over 16 years of contact center, outsourcing and technology experience with a specialization in the utilities, financial services and public sector verticals. He is responsible for business development within Europe utilizing his extensive capabilities in client services, sales and corporate relationship development. As a B2B and B2C specialist, Jamie has the ability to manage change effectively to ensure excellent business performance in terms of quality and deliver commercially related goals.
Jamie holds a Bachelor of Science in Business Commerce from the University of Salford.
Business Development – Europe
Keith has 14 years of experience in BPO and contact center outsourcing, with 12 of those years in sales and account management. He is primarily responsible for business development in Europe across the retail, telecommunications, and media verticals.
Prior to joining Conduit, Keith served in business development for Siemens, TSC Webhelp, and Cable and Wireless. He worked with clients such as HP, Barclays, Scottish Power, Orange/EE, ITV, and BT.
Keith holds a Bachelor of Arts in Accountancy Finance from Heriot-Watt University in Edinburgh.