By Mission Qualfon
Mission QualfonMay 26, 2023
Episode 63 - From Working the Phones to Handling Compliance with Dani Williams, Compliance Manager
Join Jeremy and Marisol on this episode of Mission Qualfonas they continue to uncover the stories that make Qualfon a remarkable organization and explore the mission-driven experiences of its employees. This week they have Dani Williams, Manager of Compliance at Qualfon. With thirty-eight years working for the company, Dani shares her initial skepticism about the call center industry's perception and how Qualfon's mission resonated with her. She defends the significance of the work done by agents and emphasizes the opportunities and skills developed in customer service roles.
Episode 62: Having More Than One Total Vocations with Heidi Priest, Operations Supervisor
Join us in this podcast episode as we have a conversation with Heidi Priest, an experienced leader in the customer service industry. During the interview, she talks with Marisol Sanchez and Jeremy Lunnen about her approach to leadership and mentoring. Through her own experiences, Heidi shares valuable insights on how to develop your career, cultivate a cohesive team, and utilize life experiences to enrich your professional and personal life. Tune in to learn from her expertise and wisdom.
Episode 61 - On Leadership, Professional Growth, and Spreading the Mission with Emahn Sanchez, Site Director
This week, we have a special guest on our show, Emahn Sanchez, who currently serves as one of our Site Directors in the Philippines. Emahn's journey from being an agent to a Site Director is an inspiring story of perseverance and hard work.
During his interview with Jeremy and Marisol, Emahn discusses his experience of learning English while working his way up the career ladder. He also shares insights into his leadership style and how he believes that effective leadership can have a profound impact on people's lives.
Despite the challenges posed by the pandemic, Emahn remained committed to his role as a leader and went above and beyond to ensure that his team continued to excel. He firmly believes that leading by example is the key to inspiring others to become the best versions of themselves.
Episode 60: The Storytelling of our Mission and its Impact with Tracy Miller, SVP, Strategic Account Management
Mission Qualfon podcast returns for its fourth season! Tracy Miller, our Senior Vice President of Strategic Account Management, joins hosts Jeremy and Marisol. Tracy shares how he became absorbed by podcast episodes as he prepared to join the Qualfon team. He actively champions the objectives of Qualfon’s Plan 2040 Cuatro Ciénegas, calling our investment in the community a perfect embodiment of our Mission.
Episode 59: The Mission at the Forefront of Qualfon Operations with Alfonso Gonzalez Jr.
This week, we have a special guest for our Season 3 finale. Taking a break from Qualfon while finishing his MBA, Alfonso Gonzalez Jr., son of our Chairman and Founder Alfonso Sr., catches up with Jeremy and Marisol for this Mission Qualfon episode. He shares how he worked in almost every department within Qualfon as an intern, including a time as an agent, which he described as an “eye-opening experience.” Alfonso reiterates the point of the Mission is not to live comfortably but to help as many people as one can.
Episode 58: A Proactive Approach to Leadership with Jordane Sandoval, Vice President, Operations
Our new Vice President of Operations for Bogota and Mexico, Jordane Sandoval, talks to Jeremy and Marisol on this week’s episode of the Mission Qualfon podcast. Although new to Qualfon and the Mission, Jordane is eager to learn more. She maintains our Four Agreements – Keep Commitments, Move Fast, Add Value, and Spend Wisely – are the models she uses to run operations. Jordane expects to deliver above and beyond day-to-day client expectations.
Episode 57: Championing Work-Life Balance with the Qualfon Mission with Mike Lee, Managing Director
How do you put the Mission at the forefront of decision-making? Our Managing Director, Mike Lee, joins Jeremy and Marisol on this episode for an engaging discussion about our Mission and its impact on Qualfon operations. Mike emphasizes how our “make each person’s life better” mission does not stop at our agent's but extends to our customers’ well-being. He advocates a healthy work-life balance and recommends getting a mentor to serve as a guide in career advancement.
Episode 56: Being a Supervisor and a Role Model with Edward London, Operations Supervisor
Joining Jeremy and Marisol on this Mission Qualfon Podcast episode is Edward London, one of our Operations Supervisors in Guyana. Edward attributes his growth and development as a supervisor to Qualfon’s Leadership Academy. He shares how much he enjoys networking with people from the various countries where Qualfon operates. A mental health advocate, Edward advises supervisors to always be on top of their teams’ concerns, a premise of our Care@Work initiative.
Episode 55: Living Your Total Vocation with hosts Jeremy and Marisol
Jeremy and Marisol have a one-on-one conversation to look back and review the highlights of Season 3 thus far. They talk about their respective stories, insights, and behind-the-scenes tidbits about the podcast since its initial run. The pair again ponder upon living one’s total vocation, as the Mission advocates.
Episode 54: How Qualfon Makes the Mission an Integral Part of its Business Model with Marco Villarreal, Chief Investment Officer
This week our Chief Investment Officer, Marco Villarreal, joins Jeremy and Marisol. Marco, a civil engineer by training, shares his story, including his advancement in higher education and his background in strategic planning and analysis. He discusses how Qualfon’s structure was built with the mission in mind, ready to serve through multiple forms and channels. Marco also shares his positive outlook for what the organization can achieve through the mission.
Episode 53: Operational Excellence and a Testimonial of the Mission in Action with Jason Lancaster, Managing Director CES Shared Services
Jeremy and Marisol are joined by our Managing Director of CES Shared Services, Jason Lancaster, for this week’s episode. Jason shares how he started as an agent, advanced his career, and his current responsibilities with Qualfon. He points out and emphasizes how Qualfon executes the concept of the mission better than any organization he’s been affiliated with. He shares a touching story about the mission of helping one of his team members, dramatically impacting and improving his life.
Episode 52: The Impact of the Qualfon Mission in Making Informed Decisions
On this episode, Prashant Cherukuri, our Chief Information Officer, joins Jeremy and Marisol to discuss his technology path. Prashant describes his technology journey from the time he wore multiple hats for a startup to now as Qualfon CIO. He advises new employees to be serious about their jobs, focus on where they want to be, and be open to taking on additional responsibilities. He also points out are no shortcuts to success in life.
Episode 51: The Value of Mentorship with Sekou Meusa, Director, Learning and Development
Joining Jeremy and Marisol for this episode of the Mission Qualfon podcast is Sekou Meusa, our Director of Learning and Development. Based in Guyana, Sekou recounts his Qualfon beginnings as an agent before transitioning to various roles to eventually becoming a Director. He credits his numerous mentors within the organization who helped to mold him into the Mission Leader he is today.
Episode 50: Serve First, Results Later – A Partnership Centric Sales Approach: Part 2 with Dave Drayton
For the 50th episode of the podcast, Jeremy and Marisol are joined for the second time by Chief Sales & Solutions Officer, Dave Drayton. Dave dives deeper into how to build long-lasting relationships as an active part of our mission, always keeping service in mind. He further discusses the values of leadership, mentorship, and honor in providing outstanding service to people around him. Using real-life examples from his sales team, he shares the importance of belief – belief in people and helping them believe in themselves.
Episode 49: Serve First, Results Later – A Partnership Centric Sales Approach: Part 1 with Alisha McNary and Ike Ahmed
Jeremy and Marisol are joined this week by two members of our Strategic Account Management team, Ike Ahmed and Alisha McNary. Both Alisha and Ike accentuate the mission’s role by providing top-notch service to our clients. Alisha shares how Qualfon prioritizes service and its mission, showing our commitment to serve is authentic. Meanwhile, Ike discusses his recent visit to Cuatro Ciénegas, Mexico, and shares how the mission impacts communities on a large-scale, including project Plan 2040.
Episode 48: Being Inspired by the Mission in our Day-to-Day Operations with Tom Denomme and Sandra Stephens
On this episode, Tom Denomme, Managing Director of Assured Choice Insurance Group, and Sandra Stephens, VP of Operations, join Jeremy and Marisol. Tom shares the origins of Assured Choice and how it leverages Qualfon’s vast experience in the insurance business. Sandra looks back at her beginnings in the industry that led to Kramer Direct and the eventual Qualfon acquisition. Both highlight how the Qualfon Mission fits well in their management styles and how it helps them mold their people into being the best version of themselves.
Episode 47: Realizing Your Fullest Potential with Sarah Carpenter, Site Director
Joining Jeremy and Marisol for this episode of the Mission Qualfon podcast is Sarah Carpenter, our Holland, MI Site Director. Sarah describes how her contact center experience began as an agent and unfolded as she worked her way up from Team Leader to Operations Manager to Training, Quality, and Knowledge Management before joining Qualfon. Sarah also shares how being a preacher’s child shaped her and explains how it impacts the way she serves others as a Site Director and Mission Leader at Qualfon.
Episode 46: Where Finance Meets the Mission with Jim Guillaumin, Chief Financial Officer (CFO)
Jeremy and Marisol are joined by our Chief Financial Officer, Jim Guillaumin for this week’s episode. Jim describes how his professional journey led to him becoming Qualfon’s CFO. He takes the time to discuss the importance of having good mentors and expresses how it motivated him to pursue work and education at the same time. Jim goes on to explain the intricacies of his position and how they all tie back to the mission. He also shares the moment he was won over by the mission during his first annual summit at Qualfon.
Episode 45: Leadership and the Power of Change with Marvie Wright, VP of Learning & Development
Jeremy is back this week as co-host with Marisol, and they are joined by our VP of Learning & Development, Marvie Wright. Marvie discusses the journey she took prior to finding her niche in sales and training. She emphasizes the value that comes with being open to learning and receiving feedback. Marvie also shares how the Qualfon mission has guided her when making tough leadership decisions and explains how we should continue to bring the mission alive with our passion and our excellence.
Episode 44: Qualfon in Guyana: Upward Mobility in the BPO Industry with Senior Minister in the Office of the President with responsibility for Finance – The Honorable Dr. Ashni Singh
Episode 43: Bringing High Energy in Achieving Goals with Sean Hennagir, Site Director
Joining Jeremy and Marisol for this episode is Site Director, Sean Hennagir. Sean revisits the start of his BPO career, working the phones as an agent, before rising in the ranks as Operations Manager and later as Site Director. He thrives in the fast-paced culture of the industry and uses his infectious energy to continually motivate his staff and guide them as they grow on their journey within the organization.
Episode 42: Succeeding in the Marketing Services Marketplace with Robert Mason, Managing Director
On this episode, Managing Director for Marketing Services, Robert Mason, joins the Mission Qualfon Podcast with Jeremy and Marisol. Robert discusses the services we provide for our direct marketing, fulfillment, and print clients. He also shared his amazement with our mission in terms of providing the time and resources needed to help employees and their families when going through challenging times,
Episode 41: The Benefits Journey with Renea Malara, Director of Benefits
Mission Qualfon Podcast kicks off its third season with Renea Malara, our Director of Benefits, joining Jeremy and Marisol. Renea, a two-time recipient of the Qualfon Shining Star Award, recalls the unique circumstances surrounding her job application and how they led her to Qualfon. She also discusses her journey from her initial role as a Benefits Assistant to the Director of Benefits she is today.
Episode 40: Caring for Your Mental Health and Emotional Well-Being with Brian Dedera, Mission Office Care Coach
We conclude our second season with Brian Dedera, one of our Care Coaches from the Mission Office. He explains the origins of the Mission Office chaplaincy and how it eventually became the Care Coach program. He discusses what a day in the life of a Care Coach looks like while acknowledging how he loves and enjoys helping Qualfon employees in need of emotional and spiritual support.
Episode 39: Professionally Embracing Spirituality with hosts Marisol Sanchez and Jeremy Lunnen
As the second season is nearing the end, hosts Marisol and Jeremy sit down for their first one-on-one conversation about the paths that led them to their total vocation at Qualfon. Both having seen a lot in their professional backgrounds, Jeremy and Marisol explain how two skeptics came to understand and believe in the sincerity behind the mission; so much so they decided to create a podcast about it.
Episode 38: Building A Dream Career with Maria Bruno, Sr. Director, Talent Acquisition
Senior Director of Talent Acquisition, Maria Bruno joins Jeremy and Marisol on this week’s podcast. Maria sketches out the beginning of her recruiting career and how she landed in the BPO space at Qualfon. Maria dives into the difference between offering people a job and offering them a life-changing career path at Qualfon. Furthermore, she discusses how Qualfon has created a channel for generational opportunity that even her own son benefitted from.
Episode 37: The Importance of Mentorship with Doug Wells, Chief Operating Officer – CES
This week, Doug Wells joins Jeremy and Marisol on the Mission Qualfon Podcast. Doug shares the wisdom he’s gained after being in the BPO industry for the last 26 years. Doug keys in on the importance of mentorship, how his mentors enhanced his career, and how he actively attempts to match that experience in his role today.
Episode 36 : An Unpredictable Industry with Alisha McNary, VP of Business Development
Our VP of Business Development, Alisha McNary joins Jeremy and Marisol for a conversation surrounding the lifestyle of being in sales. She explains why being faced with timely demands has taught her how to become more flexible and resilient in her everyday life. Even after 30 years of being in the sales industry, Alisha specifies why Qualfon always stands out both professionally and personally.
Episode 35: Open Comments with Mike Marrow, Qualfon CEO
On this episode, Jeremy and Marisol welcome back Qualfon CEO Mike Marrow to discuss one of Qualfon’s many differentiators for measuring the mission’s impact. Mike tells the story behind the creation of his anonymous, biweekly “You Matter with Mike” survey and why he fundamentally believes in having open communication between employees and supervisors. Mike unpacks his passion for analyzing employee feedback and explains how it helps Qualfon gain insight into tricky blind spots.
Episode 34: Coming of Age with the Mission with Juan Pablo Gonzalez, Manager, POET (Process Optimization Engineering Team)
One of our POET (Process Optimization Engineering Team) managers, Juan Pablo (JP) Gonzalez joins Jeremy and Marisol for a conversation surrounding his family’s creation of Qualfon. As the son of Qualfon Chairman and Founder, Alfonso Gonzalez, JP has grown up with insight into the soul of the mission. He shares the memories he has of watching the mission evolve and how he found his own path to Qualfon after pursing a degree in physics.
Episode 33: Embodying Total Vocation through Learn@Work Education with Matt Carleton
This week we are kicking off our Learn@Work campaign on Mission Qualfon with our Advance Leadership Academy Senior Manager, Matt Carleton! Matt joins Jeremy and Marisol to discuss Qualfon’s efforts in helping shape the future of employees that will one day lead the company. Through Leadership Academy programs and educational advancements made with Rochat University, Qualfon is intentional in developing the whole person by encouraging them to pursue their total vocation.
Listen to our most recent episode and learn how Qualfon’s education opportunities are impacting Qualfon employees, their families, and even community members. Mission Qualfon Podcast is now available on Spotify, Apple Music, and more!
Episode 32: The Wonders of Working at Qualfon with Katie Anderson, Benefits Generalist
After celebrating her 20th anniversary at Qualfon, our Benefits Generalist Katie Anderson joins Jeremy and Marisol for a conversation surrounding her origin story, the path she’s taken along the way and the impact she’s witnessed the mission have on everyone it touches.
Throughout her career, Katie has had almost every role you could hold at Qualfon. She began as an agent on the phones and after years of living out different pieces of her total vocation, Katie found her place in the benefits department at Qualfon.
She shares her experiences with Qualfon’s mission to be the best and make each person’s life better and explains why she believes in 360-degree approach.
Episode 31: Living Up to the Mission with Sincerity, Consistency and Good Relationships with Aimee Sibul, Mission Office Manager
On this episode of Mission Qualfon, Jeremy and Marisol talk to our Mission Manager in Cebu, Aimee Sibul, on her deep involvement in the Mission Office. Aimee details her passion in contributing to the development and evolution of the Qualfon Mission through the years, and why she feels she truly belongs to the organization, the people and its culture. Starting off as a fun coordinator, Aimee recalls how she took the challenge to think outside the proverbial box to be where she is right now – bringing her energy and passion to influencing Qualfon’s Mission Leaders in staying true to our company ideals. Aimee proceeds to highlight how Qualfon employees’ sincerity, consistency and good relationships are the drivers that make the Mission work as it should.
Episode 30: The Qualfon Differentiator: Applying our Mission to every interaction with our Employees, Clients and their Customers with Doug Kearney, President and Chief Operating Officer
Qualfon’s President and Chief Operating Officer, Doug Kearney sits down with Jeremy and Marisol for this week’s Mission Qualfon episode. Although his path began in finance, he tells the story of how he made his way into the BPO industry and dives into what it’s like to run a mission-driven company. Doug discusses how our mission to “be the best and make each person’s life better” is not just directed to our employees, but our clients and their customers. Doug also shares insight into the challenges he has to overcome in the business world on a day-to-day basis.
Episode 29: The Uniqueness of Our Philosophy and Culture with Tracy Beck, Vice President of Operations.
On this episode of Mission Qualfon, Vice President of Operations, Tracy Beck, joins Marisol and Jeremy for an open conversation about the changes she’s noticed take place within the BPO industry. Tracy reminisces about the road that led to her becoming a VP of Operations at Qualfon. During her first seasonal position as an agent supervisor for a retail catalog, she recalls being quickly captivated by the dynamic between supervisors, managers, and the workforce team. Tracy takes a profound look at where the industry was when she started and reflects on how far it’s come since then. She keys in on the shift that’s taken place within the BPO culture and how it’s helped evolve her leadership style today.
Episode 28: Being a Positive Force While Seeking Your Total Vocation, with Jason Skurupey, Operations Director for the Mission Office
On this fun-filled episode of Mission Qualfon, Jeremy and Marisol chat with Jason Skurupey about his start with Qualfon when he was 18 years old. Jason’s14-years of contact center Operations experience lead him to shift to the Mission Office where he currently serves as Missions Operations Director. He talks about the concept of reaching one’s total vocation, the challenges of personally spreading the Mission amidst the pandemic, and the fulfillment he receives in living the Qualfon mission. Listen to him also discuss what it’s like working with our Chief Mission Officer, Roberto Sanchez Mejorada.
Episode 27: Moving Fast at Qualfon with Summer Dennis, Managing Director
Season two of the Mission Qualfon podcast continues with Marisol and Jeremy having an insightful conversation with Managing Director, Summer Dennis. Summer discusses the beginning of her career in the BPO business and, like many of us, she had no idea what BPO meant when going into her interview. She further explains how her extensive, 10-year experience in the BPO field led to her starting at Qualfon in November of 2019, just months before the COVID-19 pandemic hit. Because of her current role at Qualfon, she doubles down on her passion for training and why she believes it’s vital to give people the proper foundation to achieve success.
Episode 26: It’s the Small Things with Alvaro Perezalonso, Sr. Manager of Process Optimization Engineering
On this episode of Mission Qualfon, Alvaro Perezalonso joins Jeremy and Marisol for an honest conversation about the impact Qualfon has had on his life. From meeting his future wife in training to reconnecting with the team when he was diagnosed with cancer, it’s safe to say Alvaro and Qualfon share a beautiful story together. He reminisces about growing up with two artists as parents and how it helped develop his passions for Muay Thai and Six Sigma. Little did he know becoming a man of many talents would lead to him overseeing the Continuous Improvement team today. He further discusses his life experiences, the importance of being supported, and why he values the relationships at Qualfon.
Episode 25: Protecting the Secrets of the Origins of Life with Dr. Hector Arocha, Director of Genesis 4C in Cuatro Ciénegas
On this episode of Mission Qualfon, we celebrate Earth Week with a very special guest, Dr. Hector Arocha, the Director of Genesis. Dr. Hector Arocha joins Marisol and Jeremy to discuss the efforts Qualfon has put forth to help preserve and bring awareness to one of the most important wetlands in the world, Cuatro Ciénegas. Dr. Arocha discusses the mystery that is Cuatro Cienegas and why it been declared a natural protected area since 1994. With over 200 ponds containing more than 77 endemic species and millions of microorganisms, it makes sense why scientists from all over the world, and even members of NASA, have made the trip to investigate one of the hottest biodiversity spots in the world.
Episode 24: Forging a Path for Us to Blossom with Elizabeth Mayes, Senior Vice President of Global Person Office
On this episode of Mission Qualfon, we jump into the Person Office, what we call human resources at Qualfon, universe. Elizabeth Mayes joins Jeremy and Marisol for a riveting conversation surrounding her childhood and the several career paths that lead her to find her sweet spot at Qualfon. She explains how her love for literature left a profound mark on her path to human resources. From living an exquisite life in New York City and working at the MOMA, to traveling the world and even creating her own startup, Elizabeth has just about done it all. Listen to how she landed in the BPO business and the lessons she learned about excellence along the way.
Episode 23: Retiring from the Job, Not the Mission with Doug Gilmour, Director of Global Compensation
Mission Qualfon tackles a bittersweet goodbye with our Director of Global Compensation, Doug Gilmour. On his final day at Qualfon, Doug reminisces about the start of his career and how the journey in hospitality eventually led to him retiring from the world of compensation. He explains the difference between fairness and equity and the importance of practicing dignity and respect with every employee. He dives into his most touching moments at Qualfon with Alfonso Gonzalez, Mike Marrow, Mike Jossi, and Roberto Sanchez Mejorada.
Episode 22: Winning & Losing Spectacularly with a Focus on the Spectacular with Dave Drayton, Chief Sales and Solutions Officer
Season two of Mission Qualfon continues with our Chief Sales and Solutions Officer Dave Drayton. Dave has an honest conversation with Jeremy and Marisol about the seminal moments in his life that activated his passion for sales. He discusses navigating the highs and lows of selling educational books in college, the fulfillment he felt when dedicating himself to missionary work and how it all lead to finding a healthy sales culture within Qualfon. He further discusses the misconception of salespeople being manipulators and how that stereotype doesn’t align with the beliefs of a mission-driven organization, committed to making each person’s life better.
Episode 21: Immersing Ourselves in our Mission with Brandon Ammons, Vice President of Talent Acquisition
Marisol and Jeremy kick off season two of Mission Qualfon with the Vice President of Talent Acquisitions, Brandon Ammons. Brandon speaks on the importance of embodying Qualfon’s mission while also moving quickly and efficiently throughout the recruiting process of N2n. He shares the story of how he got to Qualfon, how his team marched forward during the pandemic and why he believes everything happens for a reason.
Bonus Episode: Ep 20 Creating a Positive Ripple Effect Across a Company with Roberto Sanchez Mejorada, Chief Mission Officer
The first season of Mission Qualfon comes to an end with a bonus episode featuring a powerful conversation with Chief Mission Officer, Roberto Sanchez Mejorada. He discusses what 2020 meant to Qualfon and reflects on the lessons learned, along with the timing of it all. He stresses the importance for mission leaders to remain realistic in 2021, but to remember that the strategic plan for 2021-2025 is a very bright light that’s calling upon us to perform.
Episode 19: Divine Timing with Abel Cruz, Managing Director
On the season finale of the Mission Qualfon Podcast, we meet one of Qualfon’s tenured employees, Abel Cruz. Listen in as Abel shares with Marisol and Jeremy the divine timing he has experienced in his career thus far. They also discuss one of Qualfon’s greatest differentiators – the consecration of the company by our chairman, Alfonso Gonzalez.
Episode 18: The Key to Successful Acquisitions with Trevor Allen, Chief Mergers & Acquisitions Officer
On this episode, we have the pleasure of talking to Qualfon’s Chief Mergers & Acquisitions Officer, Trevor Allen. Hear Trevor discuss how his family fled his war-torn homeland of Lebanon to the US and how he eventually become an influential executive in the BPO industry. Learn from him how Qualfon carefully selects merger and acquisition prospects and how essential cultural alignment is in the process. Also, get insights on what Trevor believes is an ideal mentor/mentee relationship.
Episode 17: Measuring Success with Michael Osorio, Director of Business Intelligence & Reporting
On this episode, we talk to Michael Osorio, Director of Business Intelligence & Reporting at Qualfon. He shares about his journey in and out of the BPO space. We dive into discussions about the burn and churn mentality found in our industry and how we do things differently at Qualfon.
Episode 16: Finding a Home through Acquisitions with Eric Rothert, VP of Operations
On this episode, we talk to Eric Rothert, VP of Operations, about his career journey and becoming a part of the Qualfon family. As someone who has been through multiple acquisitions, hear how his experience with the Qualfon/Dialog Direct transition was different than the rest. Acquisitions are a staple of our industry and this episode highlights how Qualfon does it differently.
Episode 15: The Focus on the Person with Mike Jossi, Chief Person Officer
On this episode, we talk to Qualfon’s Chief Person Officer, Mike Jossi. Listen in as we discuss the meaning of his title, why Qualfon has both a Mission department and a Person Office, and how they co-exist in a spirituality aligned company. You will learn these answers and more about our mission and what makes us the best company to work for.
Episode 14: An Introduction to Guyana with Luanna Persaud, Country Director, and Sherwin Welcome and Rawle Toney, Operations Directors.
This week we have three special guests who introduce us to their home country, Guyana. Listen as Luanna Persaud, Country Director, and Operations Directors, Sherwin Welcome, and Rawle Toney share the history of Qualfon in Guyana and what makes this location an attractive business opportunity for our customers and their clients.
#BPO #Careers #Callcenter #Guyana
Episode 13: From Agent to VP of Operations – Climbing the BPO Ladder, with Angel Posada
A common theme of working in the BPO industry is that rarely anyone starts out thinking it will be a lifelong career. On this episode of the podcast, join us in reliving Qualfon’s VP of Operations and Client Relations, Angel Posada, rise from call center agent to an international executive.
Marisol, Jeremy, and Angel discuss climbing the corporate ladder and important roles within the BPO industry.
Episode 12: Pursuing Your Total Vocation, with Jennifer Di Tirro, VP of Business Development
We detail her journey from adolescence to present-day successful business executive and how her experiences have helped cultivate her character, resiliency, and her career. For anyone who fell into a career in the BPO/call center industry, this episode is a must-listen. A truly inspiring conversation.
Episode 11: Process Improvement: Continuously Improving to Be the Best with Al Barrenechea, Director of Qualfon University
Does your organization have a six-sigma initiative that is pulling you away from getting your job done? Learn how Qualfon integrates six-sigma practices into our leadership toolbox to save time versus take up time. Qualfon University has dedicated an entire team to building programs for continuous improvement benefiting both our employees and clients. Hear from Al Barrenechea, Director of Qualfon University, as he walks listeners through the various programs available to Qualfon employees, including Supervisor Training, Six Sigma Green Belt Certification Programs, STRIDES Values Training and more. Discover how his team paves the way for leadership development creating a solid foundation for leaders to become better mission leaders and mentors.
Episode 10: Answering the Call: A Company with a Heart – with Maricarmen Gonzalez, Board Member and spouse of Alfonso Gonzalez, Founder and Chairman of Qualfon
What does it mean to be a company with a heart? Qualfon is driven by the principles of our mission to Be The Best and Make Each Person’s Life Better. On this special episode of Mission Qualfon, you will meet Maricarmen Gonzalez, Board Member and spouse of Alfonso Gonzalez, our Founder, and Chairman. Hear how her family answered the call to work each day in pursuit of Qualfon’s mission to improve the life of every one of our employees, their families, and the communities where we work. Find out how the Gonzalez’ children became part of the Qualfon team to ensure our mission carries on for generations to come.
Episode 9: Project Management; Conducting an Orchestra – with Tracy Flanigan, Project Manager
Ever wonder what qualities or traits it takes to become a successful project manager? Being a project manager is like being a conductor; you are coordinating an orchestra made up of many different instruments working together to get to the end goal. On this episode of Mission Qualfon, Tracy Flanigan, Project Manager at Qualfon, discusses the importance of teamwork, internal collaboration and a mentor/mentee program in a project management role. Hear about her recent projects, including a playbook for COVID-19 Safety at Work and Work-at-Home (WAH) agents, both vital to the success of the organization moving forward. Come learn the ins and outs of project management and the skills it takes to get a standing ovation at the end of your performance (project).
Episode 8: Business Process Outsourcing (BPO) 101, with Mike Marrow, Chief Executive Officer
Are you familiar with Qualfon? Do you know what the term BPO means? If you answered no to either question, this is the podcast for you. Hear from Mike Marrow, Chief Executive Officer, as he gives listeners a masterclass on the evolution of the BPO industry, including the history of Qualfon. Hear from three BPO veterans as they dive into the ins and outs of the industry as it relates to people, processes, and technology.
Episode 7 : Home is where the heart is, with Jan Aquino, VP of Operations
Episode 6: Stronger Together with Cultural Alignment, Kristi Walsh, VP of Client Relations
There is a lot to consider when exploring a new outsource provider, but how important is cultural alignment when selecting a new BPO? Hear from Kristi Walsh, VP of Client Relations at Qualfon, as she speaks to the importance of cultural alignment within an organization and how it ties back to employee engagement and client satisfaction. Qualfon’s culture and mission programs are critical to driving performance for our clients because well-trained and engaged agents provide better performance. Learn how we strive to be the best for our clients and make each person’s life better.
Episode 5: How to Be The Best and Make Each Person’s Life Better, with Roberto Sanchez Mejorada, Chief Mission Officer
Most companies, including BPOs, have a mission statement that demonstrates their core values, but do they have a dedicated Mission Office, including a Chief Mission Officer? Qualfon does! On this episode of Mission Qualfon, Roberto Sanchez Mejorada, Chief Mission Officer of Qualfon, describes his commitment and dedication to the Qualfon mission to be the best and make each person’s life better. Learn how the five pillars of our mission program (Care@Work, Learn@Work, Fun@Work, Give@Work, and Communication@Work) ensure we help as many people as possible pursue their total vocation.
Episode 4: Stairway to the Best Version of Yourself, with Lyman Baete, Manager of Higher Education
Does your enterprise employer own a business school or offer education and skills development opportunities to both you AND your families? Qualfon does! On this episode of Mission Qualfon, you will learn about the education opportunities available through Qualfon’s Learn@Work program, promoting continuous improvement, skills development, and higher education. Lyman Baete, Manager of Higher Education at Qualfon, shares some of the programs developed for our employees, including our career path program, skills development courses offered through LinkedIn Learning and the opportunity to earn a bachelor’s or master’s degree through our Rochat School of Business. Hear how these programs are encouraging each employee to become the best version of themselves.
Episode 3: Learn@Work, with Kim Carr, Process Optimization Engineering Team
In this episode of Mission Qualfon, you will hear from one of our most tenured and loyal employees, Kim Carr. Hear about Kim’s 16-year journey with Qualfon, as she successfully advanced from an agent to a dedicated Director of Client Relations for one of our most strategic accounts and largest online e-retailer. Learn how Qualfon’s education, training, and continuous improvement programs help ensure each person has a chance to pursue their total vocation, in life and at work.
Episode 2: The New Kid on the Block, with Ian Jones, SVP of Integrated Solutions
In this episode of Mission Qualfon, you will hear from Qualfon’s SVP of Integrated Solutions, Ian Jones, speak about Qualfon’s Integrated Marketing Solutions line of business including data analytics, digital communications, on-demand print and fulfillment services. Also hear how Ian’s impression of the Mission has impacted him in his short time at Qualfon and how it differs from other large corporations he’s worked for in the past.
Episode 1: What Makes a Good Mentor and/or Mentee? Mike Marrow, CEO of Qualfon
On the first episode of Mission Qualfon, you will hear from Qualfon’s CEO, Mike Marrow, speak about a topic that he’s very passionate about – mentorship. Find out what makes a good mentor, hear from his very own mentee, and learn what we’re doing as company to make each person’s life better.