OCC 2017 Event Programme

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.