Alex Esclamado joined CGS in 2017 and leads the North American Contact Center operations division, responsible for ensuring the contact center service delivery quality, client satisfaction and overall profitability. In his customer success and advocacy role within the contact center solutions business, he ensures client satisfaction levels are exceeded in the CGS delivery of services. Mr. Esclamado has more than 20 years' experience in overseeing customer service management, including strategy, experience design and implementation, support, workforce management and omnichannel contact center technology and operations. His extensive technology management experience includes voice and data infrastructure, contact center technology, digital evolution, software development and SaaS support.
Prior to joining CGS, Mr. Esclamado served as VP of the international division of Unisono Business Solutions, directing business development, sales, HR, finance and operations for its U.S., Colombia and Chile sites. Before that, he served in management positions in Vodafone Group and the former Airtouch International as well as managed business he founded (Benn Ventures, Benn Telco and mCentric).
Mr. Esclamado received a Bachelor of Science in Business Administration from Haas School of Business, University of California Berkeley; and an Executive International Master of Business Administration from EOI (Escuela de Organización Industrial), Madrid, Spain.