In my role as Global Director of Client Success at Origo BPO, I work closely with the C-Suite of Private Equity-backed companies to enhance client relationships, maximize our value offering, and drive growth. By leading a team focused on expanding existing client accounts and establishing new partnerships, I own Origo's revenue generation and growth.

Provides strategic consulting and expertise to shared services companies. As Managing Partner and Principal consultant, Mitch can deep-dive into your business objectives and provide plans to get you off the ground or streamline and improve your operations. Also assists with the fundamentals of establishing a shard services center from seeking a location, setting up a recruitment system, documenting and implementing processes, and networking you to technical solutions that will lead to business growth and operational excellence.

Sits as a member of the company's advisory council with an emphasis and focus on customer engagement technologies, artificial intelligence, and cXGP offshore centers.

Responsible for service delivery, operational excellence, client relationships, P&L for one of the company's largest and most strategic account's lines of business. This included oversight of 900 FTE across multiple geographies such as the Philippines, Africa, and Latin America. As the global service delivery lead, I was accountable for client metrics, financials, workforce and capacity planning, employee engagement, quality, and contract management.

Honing my writing skills so I can live my dream to be a professional writer.

Responsible for the company's operations in Canada. Co-founded the company startup in Canada. Collaborates with the CEO and the product team to draw the product roadmap for the company. Has ownership on the company's strategy and P&L. Works with the CEO on fundraising and investor relations.

Responsible for general management and oversight of the company as COO. Provides leadership to the global operations team. Responsible for the delivery to clients of the company's core product line including educational websites, digital marketing products, lead generation campaigns, and virtual assistant services. Direct leadership over the global operations team across 6 countries which include software development team, human resources, recruitment, finance, project management, technology, curriculum development, customer success, and process improvement.Provides strategic leadership along with the Founder and CEO to develop the company’s roadmap and approach amid changing times in the educational website and digital marketing space. Owns the relationship and interaction with the company’s key clientele. This includes ownership of the products they purchased, driving excellence in service delivery, and identifying new solutions that can help their business become more successful.Transforms the vision and strategy of the CEO into measurable and planned actions.

Hosts the Bear Food + Jet Fuel Livestream. The show is a lifestyle show focused on food reviews, customer experience with various restaurants and hotels, growing the local food businesses, and discovering Foodpreneurs - startup entrepreneurs running food businesses. The show is light and engaging.

Advisory Board Member - HyperVergeAdvisory Board Member - Amplified AnalyticsAdvisory Board Member - GyftHint

Moved up from a strategic and business excellence role to expanded responsibilities overseeing key business functions such as operations, human resources, information technology, infrastructure, and customer service. Oversees the company's foundation towards growth and success in support of sales and production capabilities from a C-level standpoint.

Is the company's growth architect provides strategic direction to the executive committee. By engineering the company's sales strategy, production processes, and planning of support resources, the company is on the trajectory to be a major game development player by 2019, less than 2 years into its inception. Oversees the analysis of production processes, resource management, and financial planning. Also supports the company in industry-related affairs and spearheads the corporate citizenship of the studio among key game development organizations, animation groups, academic institutions, and other studios. Also leads the studio's support team with oversight on HR, Recruiting, IT, Procurement, Facilities, and Finance.

Brings operational leadership and business excellence standards to the creation, development, and deployment of the Kumu application. Provides coaching and mentorship to the Kumu Executive Team by providing corporate insights that will contribute to more efficient processes and a closer understanding of the user experience.

As Senior Director, Mitch was a high-level leader in the HGS Philippines organization that was a critical decision-maker, a pivotal operational leader, and a strong member of the senior leadership team.Primary responsibilities included establishing and building the relationship and trust with the client, a premium consumer electronics brand, by delivering on operational metrics and service level targets. Accomplished a green scorecard as far as customer experience metrics, productivity/service level/call handling metrics, and process improvement initiatives that created a sustainable and stable culture of performance excellence for the campaign. Was also the key decision maker and owner of P&L delivery of the campaign that oversaw several lines of business and a growing multi-channel ramp of premium, high-quality agents.Several accomplishments can be attributed to Mitch's leadership. This includes the formation and implementation of an HGS Leadership Academy, growth of the campaign due to newfound confidence in the company, an astounding growth in revenue through the sale of digital and automated solutions to the client's entire global call center network, and the successful delivery of a seasonal ramp across different sites.

Mitch is the driving force behind Spencer Solutions' establishment, foundation, growth and operations. As CEO, he takes charge of the strategic vision of the company and plays a very active role in ensuring a superior customer experience through operational excellence and account management. Mitch also takes a very hands on approach at ensuring employees are extremely engaged and are happy at the workplace by spearheading and sponsoring employee engagement activities and overseeing the growth plans of each employees' career maps. Mitch also places a premium on the continued growth of the business by working on acquiring new clients, overseeing operational profitability and being conscious of cost-effectiveness by having the final approval on all things related to the company P&L.

Oversaw BPO Operations for Altisource's contact center clients.

As Managing Director, Mitch is responsible for leading the entire Philippines entity of inContact. This includes service delivery and customer relationship management of customers in the Philippines and in the United States, implementation of startups and projects, operating the Network Operations Command Center and coordinating all post-sales operations efforts. Mitch is also responsible for other support activities the entity in the Philippines may need like being the representative officer for inContact Philippines, overseeing all Human Resources functions like recruiting, labor relations and employee relations, leading the IT infrastructure and help desk in the Philippines, controlling the financials by managing the P&Ls of the Philippine company, and representing the company among suppliers and business partners like the Business Process Association of the Philippines and the Call Center Association of the Philippines. Mitch is tasked to grow the company from a startup of some 20 people into a viable and full-fledged regional headquarters that will oversee all of Asia Pacific in Sales and Post Sales operations and support.

As Site Director for the Pioneer facility, Mitch is responsible for a stand alone call center with 1600 FTE and 7 different clients. The job oversees the entire Operations tasked with meeting all key client deliverables and service level commitments to our customers, ensuring associates are being developed right and fully supported to satisfaction, and that the center is profitable and is a strong contributor to the company’s financials. The job owns all support aspects that make Operations successful within the site including Learning, Process Improvement, Leadership Development, Human Resources, Facilities Management, Workforce Management, Payroll and Financial Planning. As an extra responsibility for the company, Mitch also branched out into Business Development and Corporate Sales by leading several sales presentations resulting in key customer wins that transformed into successful operations. Mitch also has extensive experience in project implementation being the Sponsor of several projects including a massive ramp and startup.

As DAO I am responsible for heading operations of a single financial client across different sites in the Philippines. The role is responsible for making sure Key Performance Indicators were met consistently across multiple sites, client interactions and communication was kept at a premium and financial targets were met on that account. I am also responsible for creating that value-added partnership between Sitel and my client by proactively acting as a trusted advisor to improve processes and the customer experience on their end. I am responsible for close to $12M in P&L annually for this account.

Handled the daily tactics and coordinated with clients and senior directors for strategy for call center operations initially for an Internet Service Provider's technical support and retention queues. After much success on that program, Mitch was awarded 2 more customers to handle, one was among the largest telecom providers in the United States and another was a retail product which marketed through television shopping. Mitch was responsible for 900 FTE and oversaw these accounts' P&L.

Implemented and started a financial services campaign that worked in partnership with one of the world's largest computer manufacturers. As the Sr. OM on this campaign, Mitch was responsible for service delivery and client interaction on a daily basis. He worked in partnership with a colleague located in Lake City, FL to deliver the same level of quality and customer satisfaction. Mitch was responsible for 120 FTE after starting the account with a pilot group of 22 FTE.

Was responsible for a team composed of 8-12 supervisors (coaches) handling a technical support account for one of the world's largest computer manufacturers. The team was one of 6 in the campaign and metrics were customer satisfaction and first call resolution. The total team size was at 180-200 FTE.

Responsible for front-line troubleshooting and communicating with customers who purchased a computer from one of the world's largest computer manufacturers. Mitch would get promoted to Team OIC (Supervisor in Training) after only 10 months on the front-line and was responsible for a small team of 12 FTE which was overseen by a buddy Team Leader. Mitch's responsibilities included coaching and mentoring team members to hit their Customer Satisfaction and First Time Resolution metrics and administratively managing the team.