Alfonso Gonzalez – Founder and Chairman
Michael P. Marrow – Chief Executive Officer (CEO)
John Yanez – President
Abelardo Cruz Torres – President
Christina Morris – President
Roberto Sanchez-Mejorada – Chief Mission Officer (CMO)
Douglas A. Hoffschwelle – Chief Sales and Marketing Officer (CSMO)
Marco Villarreal – Chief Financial Officer (CFO)
Alejandro Sotelo Sanchez – Chief People Officer (CPO)
Prashant Cherukuri – Chief Information Officer (CIO)
Trevor Allen – Chief Merger & Acquisitions Officer (CM&AO) and Interim CIO
Robert Nachwalter – Chief Legal Officer (CLO)
Global Executive Team
Founder and Chairman
As the founder and chairman of Qualfon, Mr. Gonzalez is committed to creating a company that uses shared values as a framework for decision making and is dedicated to establishing a culture of high ethical standards and top performance. Mr. Gonzalez founded Qualfon in 1995 and continues to lead Qualfon into new locations and services, while instilling a strong sense of purpose for the entire organization. He possesses an extensive background in banking and information technology. His educational background includes a bachelor’s degree in systems engineering from Monterrey ITESM and an MBA from IPADE.
Michael P. Marrow
Chief Executive Officer (CEO)
Mr. Marrow has a strong record of BPO leadership. He was previously chief executive officer of APAC Customer Services, a publicly traded BPO primarily servicing the health, insurance, and wireless communications industries. APAC had service delivery operations across the USA, Asia, and Latin America. Prior to APAC, Mr. Marrow was responsible for the contact center service offerings for commercial clients at Affiliated Computer Services (ACS). At ACS, he was instrumental in driving the growth of the company’s contact center businesses. Under his leadership, contact center outsourcing revenue increased tenfold—from $60 million to approximately $600 million—in under five years’ time. He led the expansion of ACS’ offshore customer service and outsourcing capabilities, launching centers in China, the Philippines, India, Central and South America, Europe, and Africa. Mr. Marrow holds a bachelor’s degree in mathematics and a master’s degree in education, both from San Jose State University. He is based in Boca Raton, Florida.
Mr. Yanez is responsible for operational excellence, building strategically tailored solutions, and ensuring that Qualfon continuously delivers on client needs. He brings more than 18 years of senior-level management BPO experience to Qualfon. Prior to joining Qualfon, Mr. Yanez served as vice president and general manager for Stream Global Services, where he was responsible for managing a client business unit driving strong, value-add client solutions across service delivery sites in North America, Central America, Europe, Africa, India, and the Philippines. While at Stream, Mr. Yanez established high client retention while he delivered significant growth through his client relationships. Prior to joining Stream, Mr. Yanez served as senior vice president of international operations at TeleTech Holdings, where he had full responsibility for the service delivery of clients generating $550M in revenues and driving retention and growth for all international clients. Mr. Yanez has also held senior level management positions at InterSight Technologies and Equifax Canada. He is based in Tampa, Florida.
Abelardo Cruz Torres
Mr. Cruz is also responsible for operational excellence, building strategically tailored solutions, and ensuring that Qualfon continuously delivers on client needs. He was formerly the founder and CEO of Imagen Contemporanea in Mexico, which was a joint venture with Steelcase, Inc. of Grand Rapids, Michigan. Mr. Cruz’s educational background includes a bachelor’s degree in systems engineering from Monterrey ITESM and a business degree in ontological business design, as well as being a Dale Carnegie-certified instructor. Mr. Cruz is based in Houston, Texas.
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.
Chief Mission Officer (CMO)
Mr. Sanchez-Mejorada is responsible for developing and implementing programs with the purpose of reinforcing the company’s mission and core values, as well as the social responsibility of the corporation and our employees. He will also develop opportunities for employees to improve their workplace, physical health, personal development, and spiritual growth. All this is will be accomplished through appreciation of our diversity and with high respect for each person and all stakeholders. Mr. Sanchez-Mejorada most recently held the position of director of communications and institutional development for Anáhuac University in Mexico City. As director, he led many initiatives that improved the quality of the university programs and expanded the facilities of Anahuac Campus. Mr. Sanchez-Mejorada has a MBA from ITAM with a specialization in marketing from the UCLA Anderson School of Management; and a bachelor’s degree in communications from Universidad Anahuac. He serves as a founding board member of organizations that are committed to improve the quality of education, such as UNETE and Mexicanos Primero. Mr. Sanchez-Mejorada is based in Atlanta, Georgia.
Douglas A. Hoffschwelle
Chief Sales and Marketing Officer (CSMO)
Mr. Hoffschwelle has over 19 years of global BPO expertise and is passionate about leading a high-performance sales and marketing organization as he focuses on aligning team goals, driving revenue, and creating integrated initiatives to ensure Qualfon is the preferred partner for its clients. A proven leader in relationship-driven sales environments with a successful history of growing top-line revenues that sustain profitability through delivery, he is well-versed in the interdependencies of the business development and operations teams and has broad experience in global and emerging markets. His tenured career history with BPO companies includes Atento, SITEL Corporation, and Stream Global Services. In his previous role, he served as Senior Vice President of Business Development at Atento. During his career, he has also held the titles of Vice President of Global Account Management at SITEL and Global V.P./General Manager at Stream Global Services. Mr. Hoffschwelle attended the University of Texas at Austin and resides in Texas with his wife and two daughters.
Chief Financial Officer (CFO)
Mr. Villarreal has deep experience in strategic planning in multiple countries and enterprises and was a former executive for Cemex, a global leader in the building materials industry. His educational background includes a civil engineering degree from Monterrey ITESM, a master’s degree in engineering at the McGill University, and an MBA from the J. L. Kellogg Graduate School of Management at Northwestern University. Mr. Villarreal is based in Monterrey, Mexico.
Alejandro Sotelo Sanchez
Chief People Officer (CPO)
Mr. Sotelo is dedicated to developing our people in their total vocation—as individuals and as members of society—while helping them achieve high performance in servicing customers. He possesses particular expertise in training and organizational development; is a visionary in the field of human development; and is driven to promote continuous improvement. Prior to Qualfon, Mr. Sotelo worked for FAMSA Group, one of the largest companies in retail and financial services in México, where he helped to open new business units all over the country and improve their human resource processes and systems. His background in the BPO industry began with AVANTEL, an MCI WorldCom and Citi Group company and a pioneer in the call center industry in México, where he took an active role in the implementation of organizational development strategies. He earned his bachelor’s degree in industry relations at Valle del Bravo University and a management development diploma at Ibero-American University. Mr. Sotelo is based in Monterrey, Mexico.
Chief Information Officer (CIO)
Mr. Cherukuri leads Qualfon’s information technology and computer systems, focusing on IT services and operations, compliance, applications, and analysis to ensure global strategic alignment. He has over 20 years of experience leading IT initiatives and supporting growth in the BPO industry. Prior to Qualfon, he served as CIO at 24/7, Inc., where he was responsible for all aspects of Information Technology including 7 cloud infrastructure and operations, enterprise architecture, application development, corporate systems, IT PMO and information security. As a hands-on leader capable of effectively bridging the gap between technology and operations, Mr. Cherukuri excels in designing cost-effective technical solutions with a clear return on investment.
Chief Merger & Acquisitions Officer (CM&AO)
As the Chief Merger & Acquisitions Officer, Mr. Allen leads the company’s acquisition process and strategy. He possesses extensive leadership experience in mergers and acquisitions, business development, and executive leadership at privately held and publically traded global BPO providers. Mr. Allen has held executive leadership roles with BPO teams in the US, India, Philippines, the Caribbean, Europe, and work-at-home. He has also successfully founded two advisory firms specializing in mergers and acquisitions for the BPO industry, with the latest being Keowee Advisors, Inc. Prior to joining Qualfon, Mr. Allen was the Chief Executive Officer at Perceptis, LLC., a portfolio company owned by Frontier Capital and specializing in BPO services to the US and international education and financial services industries. Mr. Allen and his team conducted a full sales, financial, and operational turnaround of Perceptis, resulting in a successful sale of the company to Blackboard, Inc., a leading technology solutions company focused on international learning and education. Mr. Allen holds a Bachelor of Business Administration degree from Emory University’s Goizueta Business School, and he is fluent in French and proficient in Spanish. Active in several charitable organizations, Mr. Allen is passionate about Qualfon’s mission and values. He lives in South Carolina.
Chief Legal Officer (CLO)
With over 18 years practicing law, Mr. Nachwalter has a strong track record of managing a broad range of legal issues and interacting closely with business leaders. He was most recently Associate General Counsel with Lands’ End and has previously served in a variety of in-house corporate counsel roles at public companies as General Counsel for Whitehall Jewelers Holdings and APAC Customer Services and as Senior Counsel for Ryder System. Mr. Nachwalter’s wide variety of professional expertise spans board matters, corporate governance and compliance, general business and commercial law, contract preparation and negotiation, employment law, real estate, trade practices, among others. At Qualfon, he serves as legal counsel on a broad range of general corporate and governance matters, as well as advises leaders on significant legal issues impacting the business. Mr. Nachwalter received his B.A. from the University of Michigan and his J.D. from the University of Florida College of Law. He is based in Chicago, Illinois.