Site Leadership Team at a Glance
Steve Brown – Site Director, Cebu, Philippines
Manuel Gualberto P. Alcobendas II – Site Director, Manila, Philippines
David Bruce Jackson, Sr.– Site Director, Dumaguete, Philippines
Mark VanderPloeg – Site Director, Providence, Guyana
Glenn McCormack – Site Director, Providence II, Guyana
Shem Erskine – Sr. Site Manager, Georgetown North, Guyana
Antonio Malone – Site Director, Fort Collins, CO, USA
Graham Johnson – Site Director, Coeur d’ Alene and Post Falls, Idaho, USA
Matt Clark – Site Director Hayden, ID, USA
Matthew Carleton – Site Director Liberty Lake, WA, USA
Philip Cook – Site Director, Harlingen, Texas
Site Leadership Team
Site Director, Cebu, Philippines
Leads Qualfon’s operations in Cebu
Since 1995, Mr. Brown has held different Director and Division Vice President roles at some of the leading business process outsourcing (BPO) companies across the U.S. and the Philippines, making him one of Qualfon’s best in-house experts on Philippine contact center operations and customer experience excellence. For Qualfon clients, Mr. Brown has been instrumental in launching successful operations and has lead significant performance improvements in the areas of revenue management, process re-engineering, and growth management.
Born in the United States, Mr. Brown has a Bachelor of Science Degree in Healthcare Administration and a Master of Business Administration (MBA) degree. A retired United States Navy Officer, he was stationed in the Philippines from 1987 to 1994, and he returned to the Philippines in late 2002.
Manuel Gualberto P. Alcobendas II
Site Director, Manila, Philippines
Leads Qualfon’s operations in Manila
Mr. Alcobendas has more than ten years of leadership experience in contact centers in the Philippines and consistently works to drive a culture that places clients and their customers at the forefront of all business strategies, plans, and processes.
In previous roles, Mr. Alcobendas held site director and senior leadership positions at IBEX Global and APAC Customer Services. Customer service awards from JD Powers, and The Stevie Awards as well as management and leadership excellence awards from previous employers dot his resume. Mr. Alcobendas attributes this recognition to his open working environment that ensures the free flow of information, full disclosure and transparency, and setting clear goals and expectations. Mr. Alcobendas holds a bachelor’s degree in computer science from the Saint Francis of Assisi College, Philippines.
David Bruce Jackson, Sr.
Site Director, Dumaguete, Philippines
Leads Qualfon’s operations in Dumaguete I and II
Mr. Jackson has 20+ years of leadership experience, including 11 years in the BPO industry, overseeing contact center operations in the Philippines. Working for companies in the financial services, telecommunications, and travel and hospitality industries, he brings a wealth of operational expertise and exceptional leadership to Qualfon.
Most recently, Mr. Jackson held the V.P. and Philippines Country Head role at Serco Global Solutions, and over the past nine years he has been managing Philippine sites for eTelecare and VXI Global Solutions. Additionally, he has worked with Citigroup and served four years as the V.P. of Customer Service, Real Estate Division. He also spent four years at MCI leading the sales and customer service departments. With a history of client accounts spanning American Express, Barclays (UK), XOOM, AT&T, Vonage, DirecTV, Google, and Hilton Worldwide, Mr. Jackson is recognized for a wide array of capabilities. He is strongly committed to serving the local community and is known for his avid volunteerism serving indigent populations.
Site Director, Providence, Guyana
Leads Qualfon’s contact center in Providence, Guyana
Mr. VanderPloeg has been in the contact center field for over 20 years and has successfully led many centers to new levels of excellence. He has now brought these achievements to Guyana. He started his career in accounts receivable management and has held senior leadership positions in sales, client services as well back office and business process outsourcing. He has worked in Canada as an executive in operations for several well-known North American companies and most recently as a consultant in the Dominican Republic. Mr. VanderPloeg has served on the board of several trade groups and brings with him a winning attitude, confident that future successes will emanate from the groups he leads. He fosters an open and transparent work environment for all of those around him and drives his reports to achieve success at work as well as in all aspects of their lives. Mr. VanderPloeg attended the University of Manitoba and studied accountancy and McMaster University in Canada where he studied advanced mathematics.
Site Director, Providence II, Guyana
Leads Qualfon’s contact center in Providence II, Guyana
In 2004, Mr. McCormack joined AOL, LLC as vice president and general manager. In this role, he managed all Member Services operations for AOL Canada and assisted in managing Member Services operations in the U.S., while securing revenue-generating programs driving the Member Services sites from pure cost centers to revenue generating sites. Near the end of 2007, Mr. McCormack pursued a new challenge and moved to Sacramento, California where he joined GoAmerica as vice president of operations in the business of VRS (Video Relay Services), concentrating on global customer service; technical support; outsourcing; vendor partnerships; and onshore, near shore, and offshore operations. In December 2011, Mr. McCormack returned to Canada and was engaged by Reliance Protectron (2011 – 2015) and Sitel (2015 – 2016) to lead transformations of their respective contact center operations. He delivered measurable impact on customer care, accounts receivable, and offshore and virtual contact center operations, while directing an +800-seat site and powering best-in-class customer service for industry-leading clients.
Mr. McCormack is a graduate of the University of Wisconsin at Madison by way of Nova Scotia, Canada. He received his Bachelor of Commerce Degree in International Business in 1992 and earned his MBA in 1998 from the University of Wisconsin.
Sr. Site Manager, Georgetown North, Guyana
Leads Qualfon’s contact center in Georgetown, Guyana
Mr. Erskine has worked in the telecommunications industry for the past 10 years, including eight years in contact center operations. He started his career as a call center agent in 2007 and has since held management roles for the majority of his career in areas including customer services, ICT, mobile advertising, sales and client relations. His specialties include revenue enhancement initiatives and process improvement projects that deliver value to the client and customer experience.
Mr. Erskine holds a Bachelor’s degree in business management from the University of Guyana and speaks Spanish as a second language.
Site Director, Fort Collins, Colorado
Leads Qualfon’s operations in Colorado
Mr. Malone has been in the contact center industry for nearly 15 years with experience managing customer care programs and client service operations across many industries. He has a vast knowledge in contact centers, customer relations and satisfaction, business plans, staff development, technical support, telephone skills, training programs and more. Mr. Malone holds a master’s degree in management and leadership from Webster University and a bachelor’s degree in paralegal studies from the University of Memphis.
Mr. Malone is a strategic leader with proven capabilities in developing valuable relationships that work to creatively resolve complex issues and build environments focused on continued improvement. He is constantly looking for opportunities to create a unique and satisfying work atmosphere where employees are challenged, rewarded, and have the opportunity to gain career and life enhancing experiences.
Site Director, Coeur d’ Alene, Idaho, USA
Leads Qualfon’s operations in Idaho
Mr. Johnson has been working in the contact center industry for 14 years, and as Site Director in Qualfon’s Northern Idaho contact centers, he works diligently to strengthen relationships with clients as well as with employees. Mr. Johnson’s experience and leadership skills serve a true example of hard work and dedication for all new and tenured employees.
In his previous experience with Center Partners, Mr. Johnson gained diverse management experience including director and senior supervisor roles overseeing call center service delivery particularly in the telecommunications and insurance industries. In 2012, he was fully responsible for the analytics and dialing strategy for all outbound programs.
Site Director, Hayden, Idaho, USA
Leads Qualfon’s operations in Idaho and Washington
Fourteen years ago, Mr. Clark started his contact center career in the Northern Idaho area, and today he serves as the site director for Qualfon’s contact centers in Hayden, ID and Liberty Lake, WA. Mr. Clark is known for leading sites to become the top performing centers in the client’s vendor network and is accomplished in using his experience-rich background to drive employees to success at work and also in life.
While working for Center Partners, Mr. Clark quickly established himself as an organizational leader and distinguished himself in a number of director roles, including quality assurance, back-office processes, and inbound sales and support. Leveraging those experiences, Mr. Clark became the account director responsible for the entirety of the largest client relationship within the organization.
Site Director, Liberty Lake, Washington, USA
Leads Qualfon’s operations in Liberty Lake
In the industry for over 18 years, Mr. Carleton has extensive experience in contact center sales, customer service, and facility management. His approach to business includes a focus on servant leadership, leadership training, and teambuilding. Having been previously employed at Qualfon for 14 years, Mr. Carleton has strong relationships with many employees and understands the Spokane Valley culture.
Passionate about civil rights, social action, and providing humanitarian assistance for natural disaster victims, Mr. Carleton’s personal interests align with Qualfon’s mission to “Be the best BPO. Make people’s lives better.” He is a 12-year veteran of the Armed Forces, and he holds a bachelor’s degree in General Management from Central Missouri University and an associate’s degree in Accounting from The College of Southern Idaho.
Site Director, Harlingen, Texas
Leads Qualfon’s operations in Harlingen
With more than ten years of contact center sales and operations experience and proven success managing 120 different clients across multiple locations, Mr. Cook brings a wealth of leadership to the Qualfon team. Some of his achievements include earning the 2016 #1 call center rating from Top Ten Reviews and building industry-leading customer interactions through start-up ventures and high-growth cycles.
Prior to Qualfon, Cook served as Call Center Director for All West Call Centers and has held leadership roles in multiple other BPO companies as well. He is known for delivering record-breaking revenue and profit gains within highly competitive sales markets. He is passionate about managing operations by improving processes and procedures that drive performance and profitability. Mr. Cook holds a bachelor’s degree in business and an MBA in business management, both from the University of Phoenix.