OCC 2017 Event Programme

OUTSOURCE TO THE CARIBBEAN

SPONSORED BY

LEVERAGING THE NEARSHORE CARIBBEAN FOR OUTSOURCING SERVICES

December 6 - 7, 2017 Iberostar Beach Hotel | Montego Bay, Jamaica

facebook.com/ItelBPOSolutions @ItelBPO @itelbposmartsolutions

Smart Solutions for... Tomorrow’sBusiness Needs

Not Just A Call Center!

 Inbound/Outbound Customer Engagement  Sales & Booking Services  Web Chat & Data Entry  Quality Assurance & Recruitment  Search Marketing Management

We support clients across a number of industries including travel and tourism, medical insurance, medical process outsourcing, telecoms, utilities, logistical services, distribution and consumer goods, automobile, online retail and lead generation.

www.outsource2caribbean.org

ORGANIZERS

ABOUT THE ORGANIZERS

Caribbean Export is the only regional trade and investment promotion agency in the African, Caribbean and Pacific (ACP) group. Established in 1996 by an Inter-Governmental Agreement as the regional trade and investment promotion agency, we serve the 15 States of the Caribbean Forum (CARIFORUM), namely: Antigua and Barbuda, The Bahamas, Barbados, Belize, Dominica, Dominican Republic, Haiti, Grenada, Guyana, Jamaica, Saint Lucia, St. Kitts and Nevis, St. Vincent and the Grenadines, Suriname, and Trinidad and Tobago.

europa.eu carib-export.com

Launched in 2007 to facilitate the collaboration of regional Investment Promotion Agencies (IPAs). Our emphasis is on activities which are best undertaken at regional or sub-regional rather than at national levels as we promote the Caribbean as a prime destination for intra and extra-regional investment.

caipainvest.org

JAMPRO is an Agency of the Government of Jamaica’s Ministry of Economic Growth and Job Creation that promotes business opportunities in export and investment to the local and international private sector.

jamaicatradeandinvest.org

SPONSOREDBY

OUTSOURCE TO THE CARIBBEAN

www.outsource2caribbean.org

WELCOME MESSAGES

The Honourable Sharlene Cartwright-Robinson LLB, JP, Premier of the Turks and Caicos Islands

Globally, the outsourcing industry is growing exponentially and the Caribbean is well positioned to take advantage of this growth. Already, several territories in the region are making it one of the mainstays of their economies. The industry can have a significant economic and social impact on the region helping us to achieve our developmental goals. This first ever Outsource to the Caribbean Conference is the Caribbean’s indication to the world that we are serious about improving the conditions in our region to attract, retain and grow outsourcing businesses. It is an indication that we understand our value proposition as a nearshore destination with a highly educated, multi-lingual, customer focused and cost-effective labour pool and that most importantly we have the government commitment to support the development of the sector. Most of our investment promotion agencies or development entities have the growth of the sector and the generation of decent jobs as a priority. The Turks and Caicos Islands is proud to support this ground-breaking initiative. We do not have the outsourcing sector as one of the pillars of our economy in the Turks and Caicos Islands right now but it is our intention to move up the value chain in this industry focusing on the linkages between the outsourcing sector and our already thriving financial services sector. We congratulate the leadership of Caribbean Export, CAIPA and the sponsors who have come on board and look forward to a fruitful and rewarding event that sets the stage for an even grander forum next year.

SPONSOREDBY

OUTSOURCE TO THE CARIBBEAN

www.outsource2caribbean.org

Diane Edwards, President of the Caribbean Association of Investment Promotion Agencies (CAIPA), President of JAMPRO

Pamela Coke Hamilton, Executive Director, the Caribbean Export Development Agency

Globally, the outsourcing industry is growing exponentially and the Caribbean is well positioned to take advantage of this growth. Already, several territories in the region are making it one of the mainstays of their economies. The industry can have a significant economic and social impact on the region helping us to achieve our developmental goals. This first ever Outsource to the Caribbean Conference is the Caribbean’s indication to the world that we are serious about improving the conditions in our region to attract, retain and grow outsourcing businesses. It is an indication that we un- derstand our value proposition as a nearshore destination with a highly educated, multi-lingual, customer focused and cost-effective labour pool and that most importantly we have the government commitment to support the development of the sector. Most of our investment promotion agencies or development entities have the growth of the sector and the generation of decent jobs as a priority. The Turks and Caicos Islands is proud to support this ground-breaking initiative. We do not have the outsourcing sector as one of the pillars of our economy in the Turks and Caicos Islands right now but it is our intention to move up the value chain in this industry focusing on the linkages between the outsourcing sector and our already thriving financial services sector.

We congratulate the leadership of Caribbean Export, CAIPA and the sponsors who have come on board and look forward to a fruitful and rewarding event that sets the stage for an even grander forum next year.

AGENDA

SPONSOREDBY

OUTSOURCE TO THE CARIBBEAN

Wednesday, December 6, 2017

OCC Chairperson Diane Edwards, President of the Caribbean Association of Investment Promotion Agencies (CAIPA), President of JAMPRO

Registration and Information - Venue: Foyer, Convention Center OPENING SESSION

7:30 am - 8:30 am

8:30am - 10:00 am

The Caribbean: Your Nearshore Solution

8:30 am - 8:35 am

Welcome Remarks Pamela Coke Hamilton, Executive Director, the Caribbean Export Development Agency The Honourable Audley Shaw, CD, MP, Minister of Finance and Public Service, Jamaica

8:35 am - 9:20 am

9:20 am - 9:30 am

Outsourcing the itelbpo Way Speaker: Yoni Epstein, CEO, itelBPO

MESSAGE FROM THE PREMIER OF THE TURKS & CAICOS ISLANDS

This keynote will provide insight into the Caribbean’s foray into the outsourcing sector and more specifically on developments in the Turks & Caicos Islands to attract investments. Speaker: The Honourable Sharlene Cartwright-Robinson LLB, JP, Premier of the Turks and Caicos Islands

8:30am - 10:00 am

NETWORKING BREAK & PHOTO CALL

OUTSOURCING TRENDS FOR THE NEXT DECADE : OPPORTUNITIES FOR THE CARIBBEAN

10:00 am - 11:00 am

With the adoption of new technologies such as RPA and Analytics, the outsourcing industry is being rapidly transformed. This session will provide insight into how these changes are influencing the providers and purchasers of outsourcing services and the opportunity it presents for the Caribbean. Moderator: Anupam Govil, Partner of Avasant LLC

Speakers: • Peter Ryan, Principal, Ryan Strategic Advisory

• Kirk Laughlin, Managing Director, Nearshore Americas • Chris Lord, Global Head, Digital Growth Strategy HGS • Ann Harts, Executive Vice President, Site Selection & Incentives

CARIBBEAN SUCCESS STORIES With more than 80,000 seats in the Caribbean and an average annual seats growth rate of 25% over the past 5 years, the Caribbean is fast becoming the newest nearshore solution. In this segment, existing outsourcing firms in the Caribbean speak about their reasons for investing and expanding their operations in the region. Moderator: Fernando Gutierrez, Regional Commercial Director, fDi Intelligence (Financial Times) Speakers: • Tim Casey, Chief Executive Officer, AllianceOne Inc., Teleperformance ARM • Christina Morris, President, Qualfon Corporation • Yoni Epstein, CEO, ItelBPO

11:00 am - 12:15 pm

• Michael Verch, CEO, Caribbean Contact Centre • Dominic Leide, President, The Office Gurus • Christine Werner, VP of Operations, Advantage Communication (ACI)

SPONSOREDBY

OUTSOURCE TO THE CARIBBEAN

www.outsource2caribbean.org

12:15 pm - 2:00 pm

LUNCH

2:00 pm - 2:20 pm

SOFTTEK – PERSPECTIVES ON THE CARIBBEAN

Named one of the top 15 Sourcing Service Providers, Softtek, a global company founded in 1982, provides process-driven IT solutions with 30 offices in North America, Latin America, Europe and Asia. Softtek is the creator and a leader of the nearshore industry. As a global player, Softtek views the Caribbean as a key region in a global sourcing strategy. Speaker: Marcos Jimenez, CEO, Softtek USA and Canada CARIBBEAN TALENT BPO firms have ranked Caribbean talent as the main reason they invested in the region. The Caribbean boasts an average literacy rate of 95% and a CARICOM Single Market Agreement that allows for the regional sourcing of talent from 12 countries. This session will allow for a fulsome discussion on the Caribbean offering in terms of its talent pool. Moderator: Gloria Henry, President, Business Process Industry Association of Jamaica (BPIAJ) Speakers: • Professor Paul Aiken, Head of the Engineering Department, The University of the West Indies

2:20 pm - 3:35 pm

• Lowenfield Alleyne, Account Manager, Sutherland Global Services • Gladys Young, Officer in Charge, CSME Unit, CARICOM Secretariat • Anthony Hutchinson, ACCA member, ACCA Global • Glenroy Cumberbatch, Registrar, Caribbean Examinations Council • Christelle Vaval, Outreach Coordinator of Ayitic Goes Global CLOSING REMARKS Speaker: Diane Edwards, President of CAIPA, President of JAMPRO

3:35 pm - 3:40 pm

3:40 pm - 4:30 pm

MEET THE SPONSORS

Learn more about the organisations that have sponsored the OCC 2017.

BUSINESS MEETINGS Business to Business meeting have been pre-arranged. Visit the registration desk if you would like to meet with an Investment Promotion Agency.

4:30 pm - 6:30 pm

Thursday, December 7, 2017 9:00 am - 11:00 am

“Lay of the Land Tour” – Jamaica

If you haven’t already booked your place and would like to join us, visit the registration desk. Whilst we will try to accommodate everyone limited space is available.

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SPECIALISED TRAINING FOR FINANCE AND ACCOUNTING PROFESSIONALS

RELATIVELY LOWCOST OF ENERGY

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Investing in T&T is easy with the Trinidad & Tobago International Financial Centre ( T&T IFC), the all-service facilitator dedicated to making your business thrive.

Contact us for more information

Trinidad &Tobago International Financial Centre 15th Floor, Tower D, International Waterfront Centre 1 Wrightson Road, P.O. Box 735, Port of Spain, Trinidad and Tobago

+868 627-3081 | info@ttifc.co.tt | www.ttifc.co.tt

SPONSOREDBY

OUTSOURCE TO THE CARIBBEAN

www.outsource2caribbean.org

EVENT SPEAKERS

The Honourable Sharlene Cartwright-Robinson LLB, JP, Premier of the Turks and Caicos Islands

The Hon. Sharlene Cartwright Robinson LLB JP (born 1971) hails from the Island of South Caicos and though she is a lawyer by profession called in 1998, Sharlene spends a great deal of her time in service to her Country. A former Brownie, Head Girl, Valedictorian, and recipient of the Governor’ Cup for best national CXC results in 1988, Sharlene has held membership on many influential bodies including the Legislative Council as an appointed (1999 – 2003) and elected member (Since 2012); Chairman of the Legislative Council’s Select Committee on The White Paper in 1999 entitled “Partnership through Progress”; the Country’s First Indigenous Constitution Review Body 2002 (and later 2006); the first ever Blue Ribbon Commission on Immigration 2004; Boundaries Commission 2006; the Ten Year Country Plan 2007; Coordinator and Author of “The National Conversation” 2010 -11. She has also served as a member of the Governor’s appointed Consultative Forum from 2009 – 2012 where she served her people faithfully with distinction and without fear or favor. In 2014, she again served on TCI’s 3rd Constitutional Review Committee which was charged with the responsibility to review and make recommendations on the 2011 Constitution. Sharlene worked with major law firms like Dempsey & Co and Misick and Stanbrook. In 2002 she relocated to Grand Turk where she operated her own Law Firm Cartwright & Co while working as a Law Tutor at the TCI Community College from 2004 – 2008. An active member in her Church and civil society, she is widely known for her work among youth especially in her Church where she currently serves the TCI Baptist Union as its National Youth Director (since 2006) and also its Legal Counsel (since 2000). A Kiwanian she was the first female member, Secretary and President of the Grand Turk Club. She was the first President of the TCI Cancer Foundation Grand Turk Chapter. A serving Justice of the Peace with special responsibility for HM Prison. Sharlene has also enjoyed regional and international distinctions. She has served in regional roles in her Church and is the immediate Past President of the Caribbean Baptist Fellowship Youth Department. Sharlene holds dear her selection from a pool of applicants in the Caribbean and Canada to be among 120 participants in a Pioneer Leadership Program. As a result, she became a privileged member of a small Alumni of 5000 people around the World having completed the Canada Caribbean Emerging Leaders Dialogue in 2011. A candidate in the General Elections of 2003 and 2012, Sharlene was the first female to serve her Party as Vice Chairman, Secretary General, National Chairman, Deputy Leader and Leader, the latter position held since December 2012. She became the first female to be elected Deputy Leader and Leader of any major Political Party in the history of these Islands. In Elections 2012, she was deemed the most popular politician having amassed the most votes of all the All Island Candidates. She again made history by being appointed as the first female Leader of the Opposition. By virtue of this position, she served as the first female Chairman of the House of Assembly’s Public Accounts Committee and held the first Public Accounts Committee Workshop. She also served as the first female Chair of the Administration Committee. In 2012, she served as the first Chairman of the Appropriations Committee. Under her leadership, the Opposition remained visible and vocal on the issues. Her leadership saw the defeat of major Government Bills including the Payroll Tax, the successful halt of VAT which she led on and the Immigration Bill, the successful passage of many Private Member’s Motions and the skillful negotiation of changes to many Bills. In 2016, Sharlene led her Party on a message of change to a landslide victory of 10 to 5 and she again was deemed the most popular candidate having amassed the most votes of all the All Island Candidates. She has therefore become the first female of the Turks and Caicos Islands and also the first elected female leader of the British Overseas Territories. She currently holds the portfolio of Minister of Finance. She is married to the handsome Lorne Robinson and they together have two beautiful daughters A’Janae and Laci.

SPEAKERS IN ORDER OF APPEARANCE

www.outsource2caribbean.org

The Honourable Audley Shaw, Minister of Finance, Planning and the Public Service

Pamela Coke Hamilton, Executive Director, the Caribbean Export Development Agency Ms Coke-Hamilton was appointed Executive Director of Caribbean Export in November 2010 where she leads the management of the largest Private Sector Development Programme in the Region valued at over €30 million. Caribbean Export is the only regional export development and trade and investment promotion organization of the Forum of Caribbean States (CARIFORUM), and as such she has been charged with driving the region’s exports and helping to position the Caribbean brand on the world stage to successfully compete. Ms Coke-Hamilton was recently conferred with an honorary degree of Doctor of Laws by the University of the West Indies and holds a Juris Doctor in Law from the Georgetown University School of Law in Washington, DC, and a BSc in International Relations and Economics from the University of the West Indies, Kingston, Jamaica. Working at the national, regional and multilateral levels, Coke-Hamilton has amassed more than 25 years’ experience in trade policy formulation, private sector development, capacity building, project fund development, negotiations and implementation. Minister Audley Shaw serves as Minister of Finance and the Public Service under the JLP administration. He was elected Member of Parliament for North East Manchester for a sixth term and re-appointed as Minister of Finance in the General Elections of February 25, 2016. His responsibilities include: Air Jamaica (Legacy); Accountant General’s Department; Bank of Jamaica (BOJ); Betting, Gaming and Lotteries Commission (BGLC); Casino Gaming Commission; Caymanas Track Limited; Financial Institutions Services (FIS) ; Financial Investigations Division (FID) ; Financial Services Commission (FSC); Jamaica Customs Agency Jamaica Deposit Insurance Corporation (JDIC); Jamaica Racing Commission (JRC); National Contracts Commission; Public Accountancy Board; Revenue Appeals Division (formerly the Tax Appeals Department); Students’ Loan Bureau (SLB); and the Tax Administration Jamaica (TAJ). Mr. Shaw was first appointed Minister of Finance and the Public Service in September 2007 in the new Government of the Jamaica Labour Party. In addition, he later assumed the portfolio of Planning. During his tenure as Minister of Finance, which saw the world’s worst recession since World War II, he implemented policies such as the Jamaica Debt Exchange – an innovative debt management strategy which has been hailed by the IMF and other multi-lateral institutions. He also introduced a fiscal responsibility framework for Jamaica which includes legislative criteria to promote accountability and transparency in the financial affairs of the country. He has served in several other positions including the Leader of Opposition, Shadow Minister of Information and Culture, Shadow Minister of Public Utilities and Transport as well as Shadow Minister of Industry and Commerce, an elected Member of Parliament for North East Manchester, Chairman of the Public Accounts Committee (PAC) of Parliament, General Secretary of the Jamaica Labour Party and Deputy Leader of the JLP. In 1981 Mr. Shaw graduated from Northern Illinois University (NIU) with the Bachelor of Arts and Master of Arts Degrees in Journalism with graduate studies in Marketing, Finance and Public Relations. Mr. Shaw is the recipient of the Donald R. Grubb NIU distinguished Alumni Award. Diane Edwards is the President of Jamaica Promotions Corporation (JAMPRO) – the national investment and export promotion agency. Possessing a wealth of knowledge and experience in international marketing and business development, Ms. Edwards is committed to developing and advancing Jamaica’s business brand. During her time at JAMPRO, she has led its transformational development to serve as a catalyst for wealth creation through increased customer focus and more effective marketing communications programmes, and has promoted a culture of innovation to facilitate and support the development of new industries in Jamaica. She has also been a strong advocate for transformation of the nation’s business environment. Prior to leading JAMPRO, she served as General Manager and Director of J. Wray & Nephew UK Ltd., where she successfully grew the UK Company’s turnover by 77% over 10 years. Ms. Edwards holds an MBA from New York’s Pace University, a Masters in International Relations from Institut d’Etudes Politiques de Paris and is fluent in English, French, Spanish and German. Diane Edwards, President of the Caribbean Association of Investment Promotion Agencies (CAIPA), President of JAMPRO

SPEAKERS IN ORDER OF APPEARANCE

www.outsource2caribbean.org

Yoni Epstein, Founder & CEO of itelbpo Smart Solutions

Anupam Govil, President of Avasense & Partner with Avasant Anupam Govil is a Partner with Avasant, a leading management consulting firm focusing on Digital Transformation, Sourcing and Globalization services. He is also the President of Avasense (wholly owned subsidiary of Avasant), which provides a SaaS based Managed Governance service. At Avasant, Anupam manages corporate initiatives such as the Digital practice, Partner alliances and Marketing. He also leads the Banking and Insurance vertical and Globalization practice for Latin America. Anupam has over 25 years of experience providing sourcing, business and globalization advisory services to global enterprises and private equity funds. He has advised technology and services firms on their global expansion plans through a combination of strategic consulting, cross-border M&A and investment advisory roles. He has led globalization engagements with government agencies and funding institutions across more than 40 countries such as Colombia, Brazil, Dominican Republic, Jordan, Cyprus, Ghana, Dubai, Jamaica, Mexico, Haiti, Egypt, Guatemala, El Salvador, Honduras, Barbados, Costa Rica, Trinidad, Mauritius and others. Anupam has been consistently ranked amongst Top 30 Influential Industry Executives by Nearshore Americas. Anupam is a recognized digital transformation and globalization advocate and is active in many industry organizations supporting the technology and global services sector. He is a sought after keynote and speaker and has also chaired several conferences on Technology, Venture Capital and Outsourcing such as Digital Convergence, Wall Street Tech, BPO Innovations, and CIO Connect. Anupam is a frequent contributor in industry publications such as CIO, CFO, Global Services, CIO Leadership, Pulse, Globalization Today, Outsourcing, Nearshore Americas. He has been a contributing author in a best-selling book on globalization – “Six Billion Minds: Managing Outsourcing in a Global Knowledge Economy” (2005). Anupam supports and is on the Board of several industry associations such SIG (Sourcing Interest Group), Global Digital Innovation Council and non-profit organizations such as Avasant Foundation and Asset Foundation. He has also been actively involved in the venture capital and entrepreneurial ecosystem through his Board level role at TiE (The Indus Entrepreneurs). Mr. Epstein is the Founder & CEO of itelbpo Smart Solutions that has over 1,000 full-time employees across its sites located in Montego Bay and Kingston, Jamaica, Freeport, Grand Bahama and Tampa, Florida. Mr. Epstein holds a leading authority on the subject of outsourcing in the Caribbean along with being the first Vice-President of the Business Process Industry Association of Jamaica (BPIAJ). He is also chairman for Car Rental 8.com a rental brokerage firm based in Tampa, Florida that provides a rental car booking service that manages over 150,000 bookings per year and has supply agreements with all of the major car rental brands globally. He also sits as a Board Director of JAMPRO, Jamaica’s investment authority & Montego Bay Free-Zone Co. Limited, which is the largest provider of BPO space in Jamaica. Lastly, Mr. Epstein is the Chairman of Alpha Angels an angel investment group made up of other entrepreneurs in Montego Bay, Jamaica that invests in early stage startups. He has over seventeen (17) years of professional experience in the contact center industry and was recently named “Entrepreneur of the Year” by Nearshore Americas and ranked one of the 50 most influential executives in Nearshore Outsourcing in Latin America and the Caribbean. Itelbpo Smart Solutions has been awarded “Employer of the Year” in 2013, 2014 & 2015 by the Montego Bay Free Zone Company. Itel-BPO Solutions is the only company in Jamaica to ever win this prestigious award three (3) years in a row.

Anupam resides in Austin, Texas and received his Master’s degree in Computer Science from J. N. University, New Delhi and his Bachelor’s degree in Electronics and Communications Engineering from Delhi University.

SPEAKERS IN ORDER OF APPEARANCE

www.outsource2caribbean.org

Peter Ryan, Principal, Ryan Strategic Advisory

Peter Ryan has been at the forefront of contact center services market advisory for over a decade. Having began his career in London at Datamonitor in 2003, he quickly established himself as one of the foremost experts in the burgeoning CRM sector. Over the course of his career, he has advised contact center outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore positioning. Peter Ryan’s expertise in outsourcing has been recognized multiple times. He was awarded callcentrehelper.com’s prestigious Best Respected Contact Center Professional in 2015 and was included in Fonolo’s Top 16 Analysts Covering Customer Experience. He was also included in each iteration of the Nearshore Americas Power 50 influencers listings, which identified the most important outsourcing executives in the Western Hemisphere. Through his career Peter Ryan has been a much sought-after speaker, headlining multiple events including The Turkey Call Center Conference and Expo (Istanbul), Nearshore Nexus (New York), The Business Process Enablement South Africa Summit (Cape Town), The Central American Nearshore Summit (Managua), Congreso Andino de Contact Centers y BPO (Bogota) and The Congreso Regional de Call Centers & CRM (Buenos Aires). He has also been frequently quoted in the media on a variety of matters pertaining to BPO and contact centers.

Peter has degrees in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. He lives in Montreal Quebec.

Kirk Laughlin, Managing Director and Founder of Nearshore Americas Kirk Laughlin is managing director and founder of Nearshore Americas – the widely respected media and research group which examines the emergence of the Caribbean and Latin America in global IT and knowledge-based services. He has emerged as one of the foremost thought-leaders on the expansion of cross-border ICT investment in the Americas. In addition, he and his team consult with regional and federal IT development agencies, corporate ‘buy-side’ customers and service provider organizations in developing and executing transformational objectives in the Nearshore region. Earlier, Kirk was a Vice President and Managing Director at Ziff Davis Enterprise, based in New York City. He is based in Connecticut.

Chris Lord, Global Head, Digital Growth Strategy HGS

Chris is a recognized customer experience (CX) and innovation leader with vast global knowledge helping organizations achieve significantly higher performance. Chris is a frequent keynote speaker, panelist and facilitator of thought leadership globally. Most recently, Chris was a member of the HSG global leadership team, driving Strategy, Growth, Marketing; and the Digital Customer Experience business unit (DigiCX), which has been recognized repeatedly for thought leadership and innovation. HGS is one of the largest Caribbean CX outsourcing providers with four operations in Jamaica alone. With a unique blend of customer advocacy, strategy, sales and marketing, as well as service delivery accountabilities, Chris brings both strategic and tactical views of the consumer, corporation and service provider perspectives. Chris’s outsourcing advisory and management consulting practices leverages his deep corporate roles helping organizations achieve significantly higher performance including Wipro (Country Head), Accenture (Partner), EDS (SVP Financial Services) and Xerox. Chris has been an advisor to CEOs and executive leadership teams on outsourcing relationships across industries, launching new business divisions, M&A activities, market assessments as well as developing and executing strategic growth initiatives.

SPEAKERS IN ORDER OF APPEARANCE

www.outsource2caribbean.org

Fernando Gutiérrez, Regional Commercial Director for the fDi Intelligence Mr. Fernando M. Gutiérrez holds a degree in “Business with Economics” from the University of Greenwich in London and is currently Regional Commercial Director for the fDi Intelligence, a division of the Financial Times. Fernando has more than 10 years of experience working with investment promotion agencies and has worked on several FDI projects and studies that include investor perception surveys. In addition, he has presented on best practices in Foreign Direct Investment to international audiences in Brazil, Colombia, Spain, Portugal, Mexico, the Caribbean, among others. Ann is a contributing writer and expert for several publications to include most recently Nearshore Americas, who named her in 2010, 2011 and 2012 to the top 20 in the “Top 50 Power Ranking of Most Influential Executives”. She is an award-winning speaker on site location and economic development, having received CoreNet’s Luminary Award and was recently the keynote speaker at Nicaragua and Mauritius’ recent foreign investment conferences. Ann sits on the boards of the Nearshore Executive Alliance as well as Twin Valley Communications and ISG Technologies. Ann Harts, President/Founder of HartsGroup Nearshore America’s “Top 50 Power Ranking of Most Influential Executives” describes Ann Harts as “a thorough and reliable advisor whose site selection and negotiating expertise make her one of the region’s most knowledgeable partners. Ann is savvy, aggressive, gets things done and gets answers for her clients”. As President/Founder of HartsGroup, Ann blends experience in real estate, finance and community economic development and is fluent in domestic and international site selection, public incentive advisory and real estate transaction management. She has spearheaded the corporate real estate activities for a $2billion annual revenue contact center company with a global portfolio of 150+ locations in 30+ countries. Ann provides strategy and services on corporate site selection, public incentive advisory to global companies, as well as Community Screening Studies for M&A transactions. She has recently completed projects in Brazil, Honduras, United States and China.

Tim Casey, Chief Executive Officer of Accounts Receivable Management Division of Teleperformance USA (TPUSA), Inc.

Mr. Tim Casey serves as the Chief Executive Officer of Accounts Receivable Management Division of Teleperformance USA (TPUSA), Inc. Mr. Casey has served as Chief Operating Officer & Chief Analytics Officer at TPUSA, Inc since 2001. Mr. Casey has 33 years of contact center industry experience. Prior to joining Teleperformance, he worked as COO and President of Client Services at Market USA . He has been instrumental in leading his team in the operational implementation and program management of many successful outsourcing engagements for Teleperformance clients. He holds an MBA from Northwestern University.

Christina Morris, President, Qualfon Corporation

Ms. Christina Morris has been the President at Qualfon, S.C. since May 26, 2016. Ms. Morris is also responsible for operational excellence, building strategically tailored solutions, and ensuring that Qualfon continuously delivers on client needs. She is an accomplished and results-driven senior leader within 20+ years of experience in BPO. Ms. Morris provides the leadership and vision necessary to launch, build, and enhance global operations. Her depth of knowledge in large-scale, global operations makes her the ideal person to lead client operations for Qualfon. In her previous role, Ms. Morris managed over 14,000 employees across 36 domestic and international sites, with responsibility for a portfolio over $350M annual revenue for dozens of fortune 500 accounts. Ms. Morris achieved Presidents’ Club status seven times and was presented “The Rock” award for an ARR sales booking of greater than $10 million. She was the first operations leader at that organization to receive the award. Ms. Morris earned her B.S. in Sociology; Business concentration from Virginia Commonwealth University in 1991. She resides in the Washington D.C. area.

SPEAKERS IN ORDER OF APPEARANCE

www.outsource2caribbean.org

Michael Verch, CEO, Caribbean Contact Centre

Michael Verch has a degree in Industrial Engineering and a MS in Database and System Integration. Michael has spent 9 years at Unibank, Haiti’s largest financial institution. He built a solid record of achievement and advancement from Project Manager to the position of Vice President Assistant for Organizational Projects. He created from the ground up and managed a team of 12 internal management consultants that delivered solutions to help maintain the growth of the bank. During that time, he was also a contributor to several national projects related to micro and mobile banking, credit card processing, and ATM. In 2007, Michael joined CompHaiti as Executive Vice-President in charge of Business Development. CompHaiti is the largest IT product and service provider in Haiti. In 2011, he was appointed to the Board as Secretary. Since 2012, Michael has been focusing on the creation and development of Caribbean Contact Center as CEO. CCC is among the pioneers in the Business Process Outsourcing (BPO) sector in Haiti. Michael has been since very involved in promoting this sector in Haiti and abroad. In 2013, Michael was appointed as Vice-president to the Board of AHTIC (Haitian Association for the development of ICT). CompHaiti is a founding member of AHTIC which was created in 2005. AHTIC is the organizer of E2Tech, a biennial conference focusing on technology, energy and environment. Michael contributed, in 2015, to the creation of Haiti US Tech Association, a US-based non-profit trade organization promoting Haiti’s Tech and BPO sector. He serves as the Treasurer of their Board. From Oct 2015 to 2017, Michael served as President of AHTIC. He remains on the board as an Advisor and Coordinator of the BPO Cluster. Dominic Leide is a results oriented professional with a track record of success. With 18+ years of call and contact center operations and strategic business development experience he has worked hand in hand with hundreds of multi-channel strategic partners to develop win-win relationships. As President at The Office Gurus he remains committed to delivering on the company’s promise to provide each one of their strategic partners (both large and small) with a world class customer experience and positive return on investment. In addition to 18 years of industry experience, his credentials include an MBA from the University of Central Florida. Prior to becoming a GURU, he spent 9 years with DialAmerica Marketing a pioneer in the telemarketing industry and held the position of Vice President of Customer Excellence for Superior Uniform Group, a 92+ year old publicly traded company. Dominic Leide, President, The Office Gurus

His specialties include: Near shore and Domestic Outsourcing, B2B and B2C Telemarketing, Customer Service, Customer Excellence, Business Process Outsourcing Analysis and Customer Management.

Christine Werner, Vice-President of Caribbean Operations at Advantage Communications.

Christine Werner is responsible for building strong teams and world-class customer service experience as Vice-President of Caribbean Operations at Advantage Communications. She has 20 years of international experience in contact centre operations, customer experience and service delivery. Fostering employee-centered culture aligned with organizational values and goals has become her passion and specialized expertise. Before joining Advantage Communications in 2016, Christine was Head of Canada Care for Intuit where she led support operations, digital and social customer care strategy, performance and process improvement, customer innovation and alignment across all channels. Christine has lived in Kuala Lumpur, working for PricewaterhouseCoopers Malaysia, where she launched the Customer Experience Advisory Team for the APAC region. Her team helped global and regional organizations develop and implement customer-centric strategies. Christine has a BA in Psychology and Statistics from Brock University, a Green Belt in Lean Six Sigma from Aveta Business Institute, and Contact Centre Management Certification. She is also an Honoured Member of Cambridge Who’s Who Business Professional Network for CRM excellence.

SPEAKERS IN ORDER OF APPEARANCE

www.outsource2caribbean.org

Marcos Jimenez, CEO, Softtek USA and Canada

Beginning 2011 Marcos Jimenez was appointed CEO for Softtek USA and Canada, while continuing as a member of the organization’s Executive Board.

Marcos joined Softtek in 1992, and quickly became a partner of the Banking business unit, to later venture into opening Softtek Peru. This enterprising effort provoked a domino effect in his professional career, and meant his past 19 years have been dedicated to Softtek. During this journey, he faced various challenging roles: a key entrepreneur in Peru, a sales leader in the U.S., and CEO for Softtek Spain and the U.K. Since 2004, he has been responsible for Sales and Marketing of Softtek USA, where he managed to double the company’s profitability within a short time frame.

He holds a B.A. in Electronic Engineering from UAM (Universidad Autónoma Metropolitana).

Gloria Henry, Assistant Vice-President Operations and Customer Relations at the Montego Bay Free Zone

Gloria Henry has an Executive Masters in Business Administration a Bachelor of Science Degree in Management from Nova Southeastern University and formal training in Occupational Health and Safety Standards by the world renowned Occupation Safety and Health Administration (OSHA). She is also a trained and licensed securities dealer with the Financial Services Commission and a trained Project Manager. She is currently employed by the Port Authority of Jamaica (PAJ) as Assistant Vice-President Operations and Customer Relations at the Montego Bay Free Zone. Since joining the staff of the Free Zone, she moved the entity from a occupancy of 23% and 64% for factory and office spaces, to 100% and 98% respectively; and is currently spearheading a transition of the facility into a BPO/ICT focused enclave. Prior to joining the staff of the PAJ, Gloria worked for eleven years with the Development Bank of Jamaica in various capacities, where she served the entire western region. Gloria is a Rotarian and is guided by its motto service above self. She currently serves as a Director of Rotary Club of Montego Bay Sunrise. She is 1st Vice-President of the Montego Bay Chamber of Commerce and has served as Chairman for Fundraising and Expo Committees. She is a member of the Board of the Montego Bay Community College. She enjoys travelling and is fortunate to have travelled to several countries, listening to classical music, making motivational speeches and hiking. She has a teenage daughter and treasures time with her nieces and nephews. Dr. Paul Aiken holds a PhD and an MSc in Electrical Engineering from Columbia University, New York, and an MPhil in Physics from The University of the West Indies, Mona. Over the years, he has held several engineering positions in Jamaica and the USA including a Nuclear Magnetic Resonance (NMR) engineer at UWI and Columbia University, and A Senior Test Engineer at Intel Corporation. As a test engineer, Dr Aiken lead international teams of engineers to design factory ready equipment for testing Intel latest microprocessors, and develop practical solutions for solving high speed signal and power integrity issues. Dr Aiken is currently the Director of the Mona school of Engineering, which he has founded and implemented in Sept 2013. He is also a Deputy Dean for the Faculty of Science and Technology. In November 2014, Dr Aiken founded and directs the Mona-Tech Engineering Services Limited (M-Tech), the commercial arm of the Mona School of Engineering. M-Tech is a fully corporate company that offers a wide range of engineering services locally, regionally and internationally. He still maintains his teaching and research duties in electronics engineering and physics. He is an active senior member of the Institute of Electrical and Electronics Engineers (IEEE) and a member of the continuing education committee of the Professional Engineers Registration Board (PERB), and of the engineering accreditation committee of University Council of Jamaica (UCJ). He currently represents the UWI on the BPO Task Force Committee chaired by the Honorable Dr. Horace Chang. Professor Paul Aiken, Head of the Engineering Department, The University of the West Indies

SPEAKERS IN ORDER OF APPEARANCE

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Lowenfield Alleyne, Account Manager at Sutherland Global Services

An executive in the Business Process Outsourcing (BPO) space with over 12 years of entrepreneurial experience, Lowenfield Alleyne has been an Account Manager at Sutherland Global Services since January 2014. Headquartered in New York; Sutherland Global was established in 1986. It is the largest privately owned global provider of business process and technology management services, employing over 40,000 professionals globally in 60+ locations supporting 21 Languages, with 40% of its revenue generated by Fortune 50 companies.

Gladys Young, Officer in Charge, CSME Unit, CARICOM Secretariat

Gladys Young is the Senior Legal Officer at the Caribbean Community Secretariat responsible for the CARICOM Single Market and Economy which includes advising on the implementation of the CSME and representation of the Community before the Caribbean Court of Justice. Since December 2014, Ms. Young has also been the Officer-in-Charge of the CSME Unit of the Secretariat, which Unit is primarily responsible for driving the implementation of the Single Market and the development of the regimes identified in the built-in agenda of the Revised Treaty (under Article 239). Ms. Young also worked for the Government of Jamaica where she was involved in the negotiation and implementation of a wide range of bilateral, regional and international agreements and represented the Government before several international and regional organisations including the Sixth Committee of the United Nations, the Inter-American Commission on Human Rights; and the Follow-Up Mechanism on the implementation of the Inter-American Convention against Corruption (alternate expert). Ms. Young, a Commonwealth Scholar, has a Masters in Law in International Economic Law from the University College London, a Juris Doctor from Georgetown University Law Center, Washington, D.C. and is admitted to practise law in Barbados, Jamaica and Washington, D.C. Ms. Young has lectured on the Law of the Sea, Public International Law and Competition Law and has published articles on various matters including anti-corruption initiatives and regional integration. Educationally, Anthony Hutchinson is a product of Jamaica College (Kingston, Jamaica), University of Toledo (Ohio, USA), EW Fact (London, England), Northern Caribbean University (Manchester, Jamaica), and University of Technology (Kingston, Jamaica). Professionally, Anthony is an Accountant and an Assistant Professor at Northern Caribbean University, Mandeville, Jamaica. Over the decades Anthony has worked with IBM, Pannell Kerr Forster (now BDO), Accountants, Alcan Jamaica Company as Internal Auditor, Management Accountant and Senior Accountant-Cash Management, and General Manager of Velvet Lawn Farms and U2Connect Communications Limited (Manchester). Anthony has contributed full time to lecturing students since 2007, in a variety of teaching situations. His experience provides evidence of the need for on the job learning and development of Jamaica’s youthful population. The opportunities for engaging this market in outsourcing training is significant and will be mutually beneficial to all stakeholders. Jamaican youth have a unique perspective on the world; they are also smart and desirous of learning for growth. With effective management they will provide loyal service of high quality to the BPO sector. Anthony subscribes to the view that Jamaica urgently needs a strong business culture and the BPO sector provides an opportunity for contribution. Jamaican students are hungry for knowledge, adapt well, are easily trained and have a propensity to offer high quality service but require effective management and careful nurturing to mold appropriate attitudes. This potential requires innovative management to craft the appropriate motivation going forward. The return is likely to be substantial. Anthony Hutchinson, ACCA member, ACCA Global

SPEAKERS IN ORDER OF APPEARANCE

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Glenroy Cumberbatch, Registrar, Caribbean Examinations Council (tbc)

Mr Glenroy Cumberbatch, a Barbados national, was appointed Registrar and Chief Executive Officer of the Caribbean Examinations Council (CXC) with effect from January 2015. In his current capacity, Mr. Cumberbatch is responsible for the strategic and sound operational management and financial viability of the organisation. Prior to his current appointment, Mr Cumberbatch served as CXC’s Pro-Registrar (Deputy Registrar) at the Western Zone Office in Jamaica where he had overall responsibility for the management and administration of that duty station. His portfolio also included: Examinations Services, Development and Expansion of the Caribbean Vocational Qualification (CVQ) and the Caribbean Primary Exit Assessment (CPEA). His professional experience commenced with his assignment as a teacher in 1975 after which he moved to the Ministry of Education in 1991 as Education Officer with responsibility for Mathematics. In this role, he assisted with the development of mathematics curricula, a remedial mathematics programme and the implementation of workshops for teachers. After four years, he was appointed Senior Education Officer (Planning, Research and Development). He served in that position for three years, after which, he was promoted to the post of Deputy Chief Education Officer. Mr Cumberbatch holds a Masters of Education (Science and Mathematics) from the University of the West Indies, Cave Hill; a BA (Hons.) Science and Mathematics from the University of East Anglia, UK, Certificate of General Management from the University of the West Indies, Cave Hill Campus and a Certificate in Education from the Erdiston Teachers’ Training College. He has co-authored books and articles on educational reform, the development and teaching of Mathematics, as well as on speech and hearing difficulties in primary school children.

Christelle Vaval, Outreach Coodinator of Ayitic Goes Global & Lawyer

Christelle Vaval is an ever evolving lawyer based in Port-au-Prince, Haiti, who is specialized in Business Law and Intellectual Property.

Christelle is the Outreach Coodinator of Ayitic Goes Global, a social initiative supported by the International Development Research Center of Canada (IDRC) and Latin America and Caribbean Network Information Center (LACNIC). This initiative aims to form young Haitian women so they can work in the field of Information Technology.

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