President, Conduit Global
Jim is responsible for the strategy and performance of Conduit’s BPO business globally.
Upon joining Conduit, Jim was praised by OVUM where they said “Farnsworth has a rich history of success at various outsourcing operators, and his broad experience will be essential as Conduit Global moves forward into a marketplace that is rife with service evolution”.
Jim brings with him over 20 years of global experience offering demonstrated success in business services, general management, sales/business development, and consulting. Prior to joining kgb, Jim led the global Consulting and Professional Services group with Teleperformance, the world’s largest BPO. Jim joined Teleperformance when it acquired virtualwirks, a company he co-founded in 2009. Jim also brings C-level and senior executive experience in our industry with TeleTech and Alpine Access. He originally began his career at MCI Communications, leading various customer support operations groups. A graduate of the University of New Mexico, Jim holds a Bachelor’s Degree in International Relations.
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.
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.
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.
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.
Business Development – North America
Donna has over 20 years of executive sales experience selling into Fortune 500 accounts across multiple vertical markets. Over the past 7 years Donna has worked specifically in the Customer Care Industry with a strong concentration on contact centre technology solutions including multi-channel agent communications.
Throughout her career Donna has received many awards for her achievements in reaching sales goals and working to drive new business expansion. In her role at Conduit Global, Donna will focus on expanding Conduit’s footprint into the Western Region of the US.
Donna received her BA from Rutgers University with a joint concentration in Psychology and English Literature.
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.