Shows
Mission QualfonEmpathy in Action: Exploring the Role of Qualfon’s Care Coaches with Brian Dedera and Abel Cruz
In this episode
of Mission Qualfon, host Jeremy delves into the powerful role of empathy within
Qualfon’s culture. Joined by Brian Dedera, a seasoned Qualfon Care Coach with
over a decade of experience, and Abel Cruz, Managing Director, they explore the
importance of empathy in building genuine connections and supporting employees
and their families. From sharing insights on empathy’s role in management to
discussing how care coached offer 24/7 support for personal challenges, they
highlight the impact of empathy in creating a supportive work environment. Tune
in for a meaningful conversation on how empathy shapes Qualfon’s miss...
2024-11-1828 minMission QualfonHow to Achieve Work/Life Balance: Insights from Mike Jossi, Chief Person Officer, and Renea Malara, Sr. Director of US Benefits
In this episode of Mission Qualfon, hosts Jeremy and Aimee delve into the critical topic of work/life balance. They are joined by Mike Jossi, Qualfon’s Chief Person Officer, and Renea Malara, Sr. Director of US Benefits, who share their valuable insights. Together, they discuss the essential strategies for achieving and maintaining a healthy work/life balancein today's demanding work environment.
2024-07-1554 minMission QualfonThe Importance of Motivating your Team Members with Site Director, Leila Lassetter and Mission Manager, Laron Dixon
In this episode, Jeremy and Aimee are joined by Site
Director, Leila Lassetter, and Mission Manager, Laron Dixon, to discuss the crucial role of creating a motivating environment for the members on their team. They stress how essential it is for employees to feel valued at work
because the recognition of good work gets repeated. Leila and Laron also share their experiences transitioning to a virtual workspace, while maintaining personal connections with their teams. Their acknowledgement of these individuals ensures that everyone they engage with feels motivated to continue to be the
best at what they do.
2024-05-3155 min
Real Cases: A Legal Podcast#24: Stetson in the Tampa Bay CommunityWhat's life like for young legal professionals in Tampa Bay? On this month's episode of Real Cases, we talk to three Stetson Law alums with prominent positions at law firms in the greater Tampa Bay community: Ciara Willis J.D. 16, a Partner at Bush Ross, P.A. who practices community association law, Matthew Ceriale J.D. '19, an Associate Attorney at Shumaker, Loop & Kendrick, L.L.P. who practices civil litigation, and Danielle Weaver-Rogers J.D. '13, Senior Corporate Counsel for Labor and Employment at Qualfon Data Service Group, L.L.C., who works in employment law. They talk...
2024-04-2548 minMission QualfonThe Art of Listening: Exploring Deep Connections with Brian Hadley, SVP, Sales and CoachingDive deep into the transformative power of listening in this episode of Mission Qualfon, where Jeremy and Aimee are joined by Qualfon's Brian Hadley, SVP, Sales and Coaching. Known for his roles as a coach, leader and teacher, Brian sheds light on why listening is an essential skill in both professional and personal contexts. He shares his journey of mastering active listening, emphasizing that like any skill, it requires practice and intention. Discover how asking the right questions can unveil stories and insights that go beyond surface-level conversations, leading to deeper understanding and connection. This episode will challenge you...
2024-04-1943 minMission QualfonUnveiling Mission Qualfon, Season 5: A Journey with New Co-host Aimee Sibul
Join us
for an exciting start to season 5 of the Mission Qualfon Podcast, where we're shaking things up with a new co-host, Aimee Sibul! In this episode, Aimee, alongside host Jeremy Lunnen, introduces herself and shares her unique journey to Qualfon, from her background in hospitality/event coordinating to her current role as the Mission Officer Director of Philippines. Discover why
Qualfon's culture and mission resonated with Aimee and gain insights into the distinct role of the Mission Office. Plus, get a sneak peek into the new season's format, featuring experts discussing topics aimed at empowering...
2024-03-1824 minMission QualfonLeadership Unveiled: The Journey Within Qualfon’s 3M PhilosophyIn the season four finale of Mission Qualfon, unravel Anand Nagere’s extraordinary leadership journey within Qualfon’s established 3M philosophy – Mentor, Manager, Messenger. From a mechanical engineer in India to a pivotal role as a Process Optimization Engineer (POET) at Qualfon, Anand shares insights into the POETs’ impact on internal processes, strategic accounts, and global business services. Beyond the corporate realm, discover Anand’s leadership triumphs at the Toastmaster club and his contributions to Qualfon’s holistic development. Join Jeremy and Marisol for an inspiring episode that unveils leadership excellence at Qualfon.
2023-12-2657 minMission QualfonMission-Driven IT: Balancing Technical Skills with a Human Factor with Ian Catolico, SVP, IT and James Wagner, VP, ITJoining Jeremy and Marisol this week are two members of our IT team, Ian Catolico and James Wagner. Ian and James discuss their experiences, personal journeys and the unique positioning of Qualfon’s IT department. They also touch upon the synergy between the IT team members and how the department effectively blends technical prowess with exceptional customer service.
2023-10-2733 minMission QualfonEpisode 69: Inspiring Growth through Personal and Professional Development with Bill McGrath, Site DirectorThis week, Jeremy and Marisol are joined by Bill McGrath, our Orlando Site Director. Bill shares his journey of starting as a trainer and quality manager to eventually relocating to open our Orlando site and becoming Site Director. He discusses the value of promoting from within and helping employees develop their full potential. He also shares success stories from personnel who benefitted from Qualfon’s mentorship programs to advance their careers.
2023-10-0330 minMission QualfonEpisode 68: The Power of Education Provided by the Rochat School of Business with Roberto Sanchez Mejorada, Chief Mission Officer, and Carlos Guereca, Dean of Rochat School of BusinessRoberto Sanchez Mejorada, Chief Mission Officer, and Carlos Guereca, Dean of Rochat School of Business, join the podcast this week to emphasize the importance of education and the opportunities it brings. Jeremy and Marisol talk with Roberto and Carlos about their personal journeys with education and how each person’s experience is different. Roberto explains how Qualfon’s mission guides us and how being the best to make each person’s life better can be achieved through education.
This is why Rochat School of Business is offered to our employees and their families. Carlos discus...
2023-09-0552 minMission QualfonEpisode 67: The Art of Empathy in Sales with Brian Hadley, Vice President, Sales & CoachingOn the podcast this week, Jeremy and Marisol are joined by Brain Hadley, SVP, of Sales & Coaching. Brian joined Qualfon in March and has
spent his time streamlining the sales process to make it more efficient, having a greater result on the company’s growth. Brian has worked his entire career in sales and was drawn to Qualfon because of the Mission, something he hasn’t seen at other corporations – aligning his philosophy which fits perfectly within the Mission.
2023-07-3132 minMission QualfonEpisode 66: Cultivating Personal Growth through Six Sigma with Scott OrchardOn the podcast this week, Jeremy and Marisol talk to Scott Orchard, Partner of Learning & Development and Six Sigma Instructor, about his gift for breaking down tough subjects to their simplest form. Scott, a Six Sigma black belt, knows he is doing exactly what he was meant to do as he trains Qualfon employees to minimize variation and further continuous improvement in our business processes. Scott knew right away that Qualfon’s commitment to the Mission was genuine and he finds joy and value in the practice of making each person’s life better.
2023-07-1429 minMission QualfonEpisode 65: Aligning Personal Values with the Qualfon Mission with Becky Brashaw, Contract ManagerIn this episode, Becky Brashaw speaks with Jeremy and
Marisol about the journey from temporary Call Center Agent to Contract Manager. While some might see the call center as a jumping-off point, Becky saw it as a place where she would build a career and make a difference. In her current position as a Contract Manager, Becky is described as a traffic controller; navigating contracts between multiple sources to achieve an outcome everyone is happy with. Becky speaks at length about how proud she is to work for a company whose Mission parallels her values. As a recent graduate...
2023-06-2943 min
Efecto InspiraciónSoñar en grande. Alfonso GonzálezAlfonso nació en Cuatro Ciénegas Coahuila y jamás se ha olvidado de sus raíces. Creció en una familia con valores morales sólidos y, aunque vivían modestamente, el amor y la espiritualidad jamás les faltó. Con mucho esfuerzo por parte de sus padres, Alfonso salió de su pueblo natal para estudiar la preparatoria; él sabía que esto representaba la oportunidad de su vida. Para poder continuar con su preparación académica y estando consciente de que eso haría la gran diferencia en su futuro, consigue una beca para estudiar la carrera y posteriormente...
2023-06-1359 minMission QualfonEpisode 64 - The Gatekeeper of Valuable Information, with Dawn Corsiglia, Country Financial OfficerDawn Corsiglia, U.S. Chief Financial Officer, joins the podcast today as we continue our focus on strong female leadership at Qualfon. Jeremy and Marisol talk with Dawn about the valuable skills and expertise she brings to a position that accounts for every dollar that comes into the company. She talks about the Mission, its importance to the company, and how it goes much deeper than initially thought. Dawn also touches on how she loves to teach, mentor and provide growth opportunities for her team.
2023-06-1232 minMission QualfonEpisode 63 - From Working the Phones to Handling Compliance with Dani Williams, Compliance ManagerJoin Jeremy and Marisol on this episode of Mission Qualfonas they continue to uncover the stories that make Qualfon a remarkable
organization and explore the mission-driven experiences of its employees. This week they have Dani Williams, Manager of Compliance at Qualfon. With
thirty-eight years working for the company, Dani shares her initial skepticism about the call center industry's perception and how Qualfon's mission resonated with her. She defends the significance of the work done by agents and emphasizes the opportunities and skills developed in customer service roles.
2023-05-2626 minMission QualfonEpisode 62: Having More Than One Total Vocations with Heidi Priest, Operations Supervisor
Join us in this podcast episode as we have a conversation with Heidi Priest, an experienced leader in the customer service industry. During the interview, she talks with Marisol Sanchez and Jeremy Lunnen about her approach to leadership and mentoring. Through her own experiences, Heidi shares valuable insights on how to develop your career, cultivate a cohesive team, and utilize life experiences to enrich your professional and personal life. Tune in to learn from her expertise and wisdom.
2023-05-0134 minMission QualfonEpisode 61 : On Leadership, Professional Growth, and Spreading the Mission with Emahn Sanchez, Site DirectorThis week, we have a special guest on our show, Emahn Sanchez, who currently serves as one of our Site Directors in the Philippines. Emahn's journey from being an agent to a Site Director is an inspiring story of perseverance and hard work.
During his interview with Jeremy and Marisol, Emahn discusses his experience of learning English while working his way up the career ladder. He also shares insights into his leadership style and how he believes that effective leadership can have a profound impact on people's lives.
Despite the challenges posed by the pandemic...
2023-04-1435 min
Mission QualfonEpisode 60: The Storytelling of our Mission and its Impact with Tracy Miller, SVP, Strategic Account Management
Mission Qualfon podcast returns for its fourth season! Tracy Miller, our Senior Vice President of Strategic Account Management, joins hosts Jeremy and Marisol. Tracy shares how he became absorbed by podcast episodes as he prepared to join the Qualfon team. He actively champions the objectives of Qualfon’s Plan 2040 Cuatro Ciénegas, calling our investment in the community a perfect embodiment of our Mission.
2023-03-3139 min
The Strategic HR ShowEpisode 1 - Ceree Eberly - Former Chief People Officer at The Coca-Cola Company and now Board Chair of the CHRO Board of GartnerToday we're joined by Ceree Eberly to talk HR strategy. Ceree is an advisor at FutureSolve and the former Chief People Officer at the Coca-Cola Company. Ceree currently serves as Board Chair of the Global Chief Human Resources Officer (CHRO) Board of Gartner, LLC (formerly CEB).
Ceree Eberly is a global business executive with more than 30 years of experience creating brand and shareholder value. She currently serves on the board of Qualfon Corporation, a global provider of business process outsourcing to companies such as Google, Amazon, Uber and T-Mobile.
Ceree’s global experience includes 28 years wit...
2023-01-1623 minThe Strategic HR ShowEpisode 1 - Ceree Eberly - Former Chief People Officer at The Coca-Cola Company and now Board Chair of the CHRO Board of GartnerToday we're joined by Ceree Eberly to talk HR strategy. Ceree is an advisor at FutureSolve and the former Chief People Officer at the Coca-Cola Company. Ceree currently serves as Board Chair of the Global Chief Human Resources Officer (CHRO) Board of Gartner, LLC (formerly CEB).
Ceree Eberly is a global business executive with more than 30 years of experience creating brand and shareholder value. She currently serves on the board of Qualfon Corporation, a global provider of business process outsourcing to companies such as Google, Amazon, Uber and T-Mobile.
Ceree’s global experience includes 28 years wit...
2023-01-1623 minMission QualfonEpisode 59: The Mission at the Forefront of Qualfon Operations with Alfonso Gonzalez Jr.This week, we have a special guest for our Season 3 finale. Taking a break from Qualfon while finishing his MBA, Alfonso Gonzalez Jr., son of our Chairman and Founder Alfonso Sr., catches up with Jeremy and Marisol for this Mission Qualfon episode. He shares how he worked in almost every department within Qualfon as an intern, including a time as an agent, which he described as an “eye-opening experience.” Alfonso reiterates the point of the Mission is not to live comfortably but to help as many people as one can.
2022-12-0834 min
Comparte Felicidad | Enrique Vela#106 El liderazgo con propósito | Alfonso González¿Qué vínculo existe entre el propósito de un colaborador y el de la compañía?
La perspectiva de liderazgo con propósito permite empoderar y alinear a los colaboradores con los valores de la empresa. En esta nueva era, donde la personalización es clave, el liderazgo debe velar por la conexión de una cadena de propósitos iniciando desde la empresa a los colaboradores y en de cada líder, con el único propósito de ayudar, servir e impulsar la vida de las personas.
En este capítulo de #Compar...
2022-12-0251 minMission QualfonEpisode 58: A Proactive Approach to Leadership with Jordane Sandoval, Vice President, OperationsOur new Vice President of Operations for Bogota and Mexico, Jordane Sandoval, talks to Jeremy and Marisol on this week’s episode of the Mission Qualfon podcast. Although new to Qualfon and the Mission, Jordane is eager to learn more. She maintains our Four Agreements – Keep Commitments, Move Fast, Add Value, and Spend Wisely – are the models she uses to run operations. Jordane expects to deliver above and beyond day-to-day client expectations.
2022-11-1132 minMission QualfonEpisode 57: Championing Work-Life Balance with the Qualfon Mission with Mike Lee, Managing DirectorHow do you put the Mission at the forefront of decision-making? Our Managing Director, Mike Lee, joins Jeremy and Marisol on this episode for an engaging discussion about our Mission and its impact on Qualfon operations. Mike emphasizes how our “make each person’s life better” mission does not stop at our agent's but extends to our customers’ well-being. He advocates a healthy work-life balance and recommends getting a mentor to serve as a guide in career advancement.
2022-10-0721 minMission QualfonEpisode 56: Being a Supervisor and a Role Model with Edward London, Operations SupervisorJoining Jeremy and Marisol on this Mission Qualfon Podcast episode is Edward London, one of our Operations Supervisors in Guyana. Edward attributes his growth and development as a supervisor to Qualfon’s Leadership Academy. He shares how much he enjoys networking with people from the various countries where Qualfon operates. A mental health advocate, Edward advises supervisors to always be on top of their teams’ concerns, a premise of our Care@Work initiative.
2022-09-2633 minMission QualfonEpisode 55: Living Your Total Vocation with hosts Jeremy and MarisolJeremy and Marisol have a one-on-one conversation to look back and review the highlights of Season 3 thus far. They talk about their respective stories, insights, and behind-the-scenes tidbits about the podcast since its initial run. The pair again ponder upon living one’s total vocation, as the Mission advocates.
2022-09-0937 minMission QualfonEpisode 54: How Qualfon Makes the Mission an Integral Part of its Business Model with Marco Villarreal, Chief Investment OfficerThis week our Chief Investment Officer, Marco Villarreal, joins Jeremy and Marisol. Marco, a civil engineer by training, shares his story, including his advancement in higher education and his background in strategic planning and analysis. He discusses how Qualfon’s structure was built with the mission in mind, ready to serve through multiple forms and channels. Marco also shares his positive outlook for what the organization can achieve through the mission.
2022-08-2628 minMission QualfonEpisode 53: Operational Excellence and a Testimonial of the Mission in Action with Jason Lancaster, Managing Director CES Shared ServicesJeremy and Marisol are joined by our Managing Director of CES Shared Services, Jason Lancaster, for this week’s episode. Jason shares how he started as an agent, advanced his career, and his current responsibilities with Qualfon. He points out and emphasizes how Qualfon executes the concept of the mission better than any organization he’s been affiliated with. He shares a touching story about the mission of helping one of his team members, dramatically impacting and improving his life.
2022-08-1225 minMission QualfonEpisode 52: The Impact of the Qualfon Mission in Making Informed DecisionsOn this episode, Prashant Cherukuri, our Chief Information Officer, joins Jeremy and Marisol to discuss his technology path. Prashant describes his technology journey from the time he wore multiple hats for a startup to now as Qualfon CIO. He advises new employees to be serious about their jobs, focus on where they want to be, and be open to taking on additional responsibilities. He also points out are no shortcuts to success in life.
2022-07-2934 minMission QualfonEpisode 51: The Value of Mentorship with Sekou Meusa, Director, Learning and DevelopmentJoining Jeremy and Marisol for this episode of the Mission Qualfon podcast is Sekou Meusa, our Director of Learning and Development. Based in Guyana, Sekou recounts his Qualfon beginnings as an agent before transitioning to various roles to eventually becoming a Director. He credits his numerous mentors within the organization who helped to mold him into the Mission Leader he is today.
2022-07-1535 min
Mission QualfonEpisode 50: Serve First, Results Later – A Partnership Centric Sales Approach: Part 2 with Dave DraytonFor the 50th episode of the podcast, Jeremy and Marisol are joined for the second time by Chief Sales & Solutions Officer, Dave Drayton. Dave dives deeper into how to build long-lasting relationships as an active part of our mission, always keeping service in mind. He further discusses the values of leadership, mentorship, and honor in providing outstanding service to people around him. Using real-life examples from his sales team, he shares the importance of belief – belief in people and helping them believe in themselves.
2022-07-0144 minMission QualfonEpisode 49: Serve First, Results Later – A Partnership Centric Sales Approach: Part 1 with Alisha McNary and Ike AhmedJeremy and Marisol are joined this week by two members of our Strategic Account Management team, Ike Ahmed and Alisha McNary. Both Alisha and Ike accentuate the mission’s role by providing top-notch service to our clients. Alisha shares how Qualfon prioritizes service and its mission, showing our commitment to serve is authentic. Meanwhile, Ike discusses his recent visit to Cuatro Ciénegas, Mexico, and shares how the mission impacts communities on a large-scale, including project Plan 2040.
2022-06-1630 minMission QualfonEpisode 48: Being Inspired by the Mission in our Day-to-Day Operations with Tom Denomme and Sandra StephensOn this episode, Tom Denomme, Managing Director of Assured Choice Insurance Group, and Sandra Stephens, VP of Operations, join Jeremy and Marisol. Tom shares the origins of Assured Choice and how it leverages Qualfon’s vast experience in the insurance business. Sandra looks back at her beginnings in the industry that led to Kramer Direct and the eventual Qualfon acquisition. Both highlight how the Qualfon Mission fits well in their management styles and how it helps them mold their people into being the best version of themselves.
2022-06-0334 minMission QualfonEpisode 47: Realizing Your Fullest Potential with Sarah Carpenter, Site DirectorJoining Jeremy and Marisol for this episode of the Mission Qualfon podcast is Sarah Carpenter, our Holland, MI Site Director. Sarah describes how her contact center experience began as an agent and unfolded as she worked her way up from Team Leader to Operations Manager to Training, Quality, and Knowledge Management before joining Qualfon. Sarah also shares how being a preacher’s child shaped her and explains how it impacts the way she serves others as a Site Director and Mission Leader at Qualfon.
2022-05-1931 minMission QualfonEpisode 46: Where Finance Meets the Mission with Jim Guillaumin, Chief Financial Officer (CFO)Jeremy and Marisol are joined by our Chief Financial Officer, Jim Guillaumin for this week’s episode. Jim describes how his professional journey led to him becoming Qualfon’s CFO. He takes the time to discuss the importance of having good mentors and expresses how it motivated him to pursue work and education at the same time. Jim goes on to explain the intricacies of his position and how they all tie back to the mission. He also shares the moment he was won over by the mission during his first annual summit at Qualfon.
2022-05-0540 minMission QualfonEpisode 45: Leadership and the Power of Change with Marvie Wright, VP of Learning & DevelopmentJeremy is back this week as co-host with Marisol, and they are joined by our VP of Learning & Development, Marvie Wright. Marvie discusses the journey she took prior to finding her niche in sales and training. She emphasizes the value that comes with being open to learning and receiving feedback. Marvie also shares how the Qualfon mission has guided her when making tough leadership decisions and explains how we should continue to bring the mission alive with our passion and our excellence.
2022-04-2237 minMission QualfonEpisode 44: Qualfon in Guyana: Upward Mobility in the BPO Industry with Senior Minister in the Office of the President with responsibility for Finance – The Honorable Dr. Ashni SinghTwo firsts on this week’s episode – a guest co-host and a guest outside of Qualfon. Marisol is joined by our Country Director, Luanna Persaud, as cohost. They speak to Guyana’s Minister of Finance, Dr. Ashni K. Singh as he discusses why Guyana has become an attractive destination to invest in business outsourcing. Not only does he touch on the country’s political stability and rapid economic growth, but also on the investment it’s made in its citizens. He also shares his gratitude for Qualfon’s success and for the major role we play in the country’s BPO sector.
2022-04-0837 minMission QualfonEpisode 43: Bringing High Energy in Achieving Goals with Sean Hennagir, Site DirectorJoining Jeremy and Marisol for this episode is Site Director, Sean Hennagir. Sean revisits the start of his BPO career, working the phones as an agent, before rising in the ranks as Operations Manager and later as Site Director. He thrives in the fast-paced culture of the industry and uses his infectious energy to continually motivate his staff and guide them as they grow on their journey within the organization.
2022-03-2529 minMission QualfonEpisode 42: Succeeding in the Marketing Services Marketplace with Robert Mason, Managing DirectorOn this episode, Managing Director for Marketing Services, Robert Mason, joins the Mission Qualfon Podcast with Jeremy and Marisol. Robert discusses the services we provide for our direct marketing, fulfillment, and print clients. He also shared his amazement with our mission in terms of providing the time and resources needed to help employees and their families when going through challenging times,
2022-03-1133 minMission QualfonEpisode 41: The Benefits Journey with Renea Malara, Director of BenefitsMission Qualfon Podcast kicks off its third season with Renea Malara, our Director of Benefits, joining Jeremy and Marisol. Renea, a two-time recipient of the Qualfon Shining Star Award, recalls the unique circumstances surrounding her job application and how they led her to Qualfon. She also discusses her journey from her initial role as a Benefits Assistant to the Director of Benefits she is today.
2022-02-2542 minMission QualfonEpisode 40: Caring for Your Mental Health and Emotional Well-Being with Brian Dedera, Mission Office Care CoachWe conclude our second season with Brian Dedera, one of our Care Coaches from the Mission Office. He explains the origins of the Mission Office chaplaincy and how it eventually became the Care Coach program. He discusses what a day in the life of a Care Coach looks like while acknowledging how he loves and enjoys helping Qualfon employees in need of emotional and spiritual support.
2021-12-0236 minMission QualfonEpisode 39: Professionally Embracing Spirituality with hosts Marisol Sanchez and Jeremy LunnenAs the second season is nearing the end, hosts Marisol and Jeremy sit down for their first one-on-one conversation about the paths that led them to their total vocation at Qualfon. Both having seen a lot in their professional backgrounds, Jeremy and Marisol explain how two skeptics came to understand and believe in the sincerity behind the mission; so much so they decided to create a podcast about it.
2021-11-0939 minMission QualfonEpisode 38: Building A Dream Career with Maria Bruno, Sr. Director, Talent AcquisitionSenior Director of Talent Acquisition, Maria Bruno joins Jeremy and Marisol on this week’s podcast. Maria sketches out the beginning of her recruiting career and how she landed in the BPO space at Qualfon. Maria dives into the difference between offering people a job and offering them a life-changing career path at Qualfon. Furthermore, she discusses how Qualfon has created a channel for generational opportunity that even her own son benefitted from.
2021-10-2136 minMission QualfonEpisode 37: The Importance of Mentorship with Doug Wells, Chief Operating Officer – CESThis week, Doug Wells joins Jeremy and Marisol on the Mission Qualfon Podcast. Doug shares the wisdom he’s gained after being in the BPO industry for the last 26 years. Doug keys in on the importance of mentorship, how his mentors enhanced his career, and how he actively attempts to match that experience in his role today.
2021-10-0824 minMission QualfonEpisode 36 : An Unpredictable Industry with Alisha McNary, VP of Business DevelopmentOur VP of Business Development, Alisha McNary joins Jeremy and Marisol for a conversation surrounding the lifestyle of being in sales. She explains why being faced with timely demands has taught her how to become more flexible and resilient in her everyday life. Even after 30 years of being in the sales industry, Alisha specifies why Qualfon always stands out both professionally and personally.
2021-09-2428 minMission QualfonEpisode 35: Open Comments with Mike Marrow, Qualfon CEOOn this episode, Jeremy and Marisol welcome back Qualfon CEO Mike Marrow to discuss one of Qualfon’s many differentiators for measuring the mission’s impact. Mike tells the story behind the creation of his anonymous, biweekly “You Matter with Mike” survey and why he fundamentally believes in having open communication between employees and supervisors. Mike unpacks his passion for analyzing employee feedback and explains how it helps Qualfon gain insight into tricky blind spots.
2021-09-1041 minMission QualfonEpisode 34: Coming of Age with the Mission with Juan Pablo Gonzalez, Manager, POET (Process Optimization Engineering Team)One of our POET (Process Optimization Engineering Team) managers, Juan Pablo (JP) Gonzalez joins Jeremy and Marisol for a conversation surrounding his family’s creation of Qualfon. As the son of Qualfon Chairman and Founder, Alfonso Gonzalez, JP has grown up with insight into the soul of the mission. He shares the memories he has of watching the mission evolve and how he found his own path to Qualfon after pursing a degree in physics.
2021-08-2631 minMission QualfonEpisode 33: Embodying Total Vocation through Learn@Work Education with Matt CarletonThis week we are kicking off our Learn@Work campaign on Mission Qualfon with our Advance Leadership Academy Senior Manager, Matt Carleton! Matt joins Jeremy and Marisol to discuss Qualfon’s efforts in helping shape the future of employees that will one day lead the company. Through Leadership Academy programs and educational advancements made with Rochat University, Qualfon is intentional in developing the whole person by encouraging them to pursue their total vocation.
Listen to our most recent episode and learn how Qualfon’s education opportunities are impacting Qualfon employees, their families, and even community members. Mission Qual...
2021-08-1340 minMission QualfonEpisode 32: The Wonders of Working at Qualfon with Katie Anderson, Benefits GeneralistAfter celebrating her 20th anniversary at Qualfon, our Benefits Generalist Katie Anderson joins Jeremy and Marisol for a conversation surrounding her origin story, the path she’s taken along the way and the impact she’s witnessed the mission have on everyone it touches.
Throughout her career, Katie has had almost every role you could hold at Qualfon. She began as an agent on the phones and after years of living out different pieces of her total vocation, Katie found her place in the benefits department at Qualfon.
She shares her experiences with Qualfon’s missio...
2021-07-2929 minMission QualfonEpisode 31: Living Up to the Mission with Sincerity, Consistency and Good Relationships with Aimee Sibul, Mission Office ManagerOn this episode of Mission Qualfon, Jeremy and Marisol talk to our Mission Manager in Cebu, Aimee Sibul, on her deep involvement in the Mission Office. Aimee details her passion in contributing to the development and evolution of the Qualfon Mission through the years, and why she feels she truly belongs to the organization, the people and its culture. Starting off as a fun coordinator, Aimee recalls how she took the challenge to think outside the proverbial box to be where she is right now – bringing her energy and passion to influencing Qualfon’s Mission Leaders in staying true to o...
2021-07-1537 minMission QualfonEpisode 30: The Qualfon Differentiator: Applying our Mission to every interaction with our Employees, Clients and their Customers with Doug Kearney, President and Chief Operating OfficerQualfon’s President and Chief Operating Officer, Doug Kearney sits down with Jeremy and Marisol for this week’s Mission Qualfon episode. Although his path began in finance, he tells the story of how he made his way into the BPO industry and dives into what it’s like to run a mission-driven company. Doug discusses how our mission to “be the best and make each person’s life better” is not just directed to our employees, but our clients and their customers. Doug also shares insight into the challenges he has to overcome in the business world on a day-to-day
2021-07-0143 minMission QualfonEpisode 29: The Uniqueness of Our Philosophy and Culture with Tracy Beck, Vice President of Operations.On this episode of Mission Qualfon, Vice President of Operations, Tracy Beck, joins Marisol and Jeremy for an open conversation about the changes she’s noticed take place within the BPO industry. Tracy reminisces about the road that led to her becoming a VP of Operations at Qualfon. During her first seasonal position as an agent supervisor for a retail catalog, she recalls being quickly captivated by the dynamic between supervisors, managers, and the workforce team. Tracy takes a profound look at where the industry was when she started and reflects on how far it’s come since then. She...
2021-06-1727 minMission QualfonEpisode 28: Being a Positive Force While Seeking Your Total Vocation, with Jason Skurupey, Operations Director for the Mission OfficeOn this fun-filled episode of Mission Qualfon, Jeremy and Marisol chat with Jason Skurupey about his start with Qualfon when he was 18 years old. Jason’s14-years of contact center Operations experience lead him to shift to the Mission Office where he currently serves as Missions Operations Director. He talks about the concept of reaching one’s total vocation, the challenges of personally spreading the Mission amidst the pandemic, and the fulfillment he receives in living the Qualfon mission. Listen to him also discuss what it’s like working with our Chief Mission Officer, Roberto Sanchez Mejorada.
2021-06-0340 min
Mads Singers Management PodcastMSMP 100: Jeremy Lunnen on Training and Developing People to be LeadersWelcome to the 100th episode of the Mads Singers Management Podcast! It’s been quite a journey, and I couldn’t have gotten here without your support! Joining us today for our 100th episode is none other than Jeremy Lunnen. Jeremy is the global leadership development programs manager of Qualfon that runs contact centers around the world. Jeremy has been with Qualfon since 2006 and leads the efforts of Qualfon University by training and developing people who are moving up their first supervisory positions.Jeremy and I had a fascinating discussion regarding management and how to tr...
2021-06-0245 minMission QualfonEpisode 27: Moving Fast at Qualfon with Summer Dennis, Managing DirectorSeason two of the Mission Qualfon podcast continues with Marisol and Jeremy having an insightful conversation with Managing Director, Summer Dennis. Summer discusses the beginning of her career in the BPO business and, like many of us, she had no idea what BPO meant when going into her interview. She further explains how her extensive, 10-year experience in the BPO field led to her starting at Qualfon in November of 2019, just months before the COVID-19 pandemic hit. Because of her current role at Qualfon, she doubles down on her passion for training and why she believes it’s vital to...
2021-05-2029 min
NET WORTHWHILE™ by SignatureFDEmpower to In Power #2: The Power of Authenticity and Strong Values with Ceree EberlyWe're so fortunate to have Ceree Eberly with us today. Ceree spent nearly 30 years at Coca-Cola, where she last served for eight years as the Chief People Officer. She finally retired in 2018 and now serves on the board of Qualfon Corporation and is the Board Chair of Gartner, a leading resource for HR leaders across the globe. Also joining us today is Dan Dubay, who's worked with Ceree for over a decade. You can find show notes and more information by clicking here: https://bit.ly/2RtRayZ
2021-05-1925 minMission QualfonEpisode 26: It’s the Small Things with Alvaro Perezalonso, Sr. Manager of Process Optimization EngineeringOn this episode of Mission Qualfon, Alvaro Perezalonso joins Jeremy and Marisol for an honest conversation about the impact Qualfon has had on his life. From meeting his future wife in training to reconnecting with the team when he was diagnosed with cancer, it’s safe to say Alvaro and Qualfon share a beautiful story together. He reminisces about growing up with two artists as parents and how it helped develop his passions for Muay Thai and Six Sigma. Little did he know becoming a man of many talents would lead to him overseeing the Continuous Improvement team today. He...
2021-05-0635 minMission QualfonEpisode 25: Protecting the Secrets of the Origins of Life with Dr. Hector Arocha, Director of Genesis 4C in Cuatro CiénegasOn this episode of Mission Qualfon, we celebrate Earth Week with a very special guest, Dr. Hector Arocha, the Director of Genesis. Dr. Hector Arocha joins Marisol and Jeremy to discuss the efforts Qualfon has put forth to help preserve and bring awareness to one of the most important wetlands in the world, Cuatro Ciénegas. Dr. Arocha discusses the mystery that is Cuatro Cienegas and why it been declared a natural protected area since 1994. With over 200 ponds containing more than 77 endemic species and millions of microorganisms, it makes sense why scientists from all over the world, and even m...
2021-04-2226 minMission QualfonEpisode 24: Forging a Path for Us to Blossom with Elizabeth Mayes, Senior Vice President of Global Person OfficeOn this episode of Mission Qualfon, we jump into the Person Office, what we call human resources at Qualfon, universe. Elizabeth Mayes joins Jeremy and Marisol for a riveting conversation surrounding her childhood and the several career paths that lead her to find her sweet spot at Qualfon. She explains how her love for literature left a profound mark on her path to human resources. From living an exquisite life in New York City and working at the MOMA, to traveling the world and even creating her own startup, Elizabeth has just about done it all. Listen to how...
2021-04-0932 minMission QualfonEpisode 23: Retiring from the Job, Not the Mission with Doug Gilmour, Director of Global CompensationMission Qualfon tackles a bittersweet goodbye with our Director of Global Compensation, Doug Gilmour. On his final day at Qualfon, Doug reminisces about the start of his career and how the journey in hospitality eventually led to him retiring from the world of compensation. He explains the difference between fairness and equity and the importance of practicing dignity and respect with every employee. He dives into his most touching moments at Qualfon with Alfonso Gonzalez, Mike Marrow, Mike Jossi, and Roberto Sanchez Mejorada.
2021-03-2541 minMission QualfonEpisode 22: Winning & Losing Spectacularly with a Focus on the Spectacular with Dave Drayton, Chief Sales and Solutions OfficerSeason two of Mission Qualfon continues with our Chief Sales and Solutions Officer Dave Drayton. Dave has an honest conversation with Jeremy and Marisol about the seminal moments in his life that activated his passion for sales. He discusses navigating the highs and lows of selling educational books in college, the fulfillment he felt when dedicating himself to missionary work and how it all lead to finding a healthy sales culture within Qualfon. He further discusses the misconception of salespeople being manipulators and how that stereotype doesn’t align with the beliefs of a mission-driven organization, committed to making ea...
2021-03-1144 minMission QualfonEpisode 21: Immersing Ourselves in our Mission with Brandon Ammons, Vice President of Talent AcquisitionMarisol and Jeremy kick off season two of Mission Qualfon with the Vice President of Talent Acquisitions, Brandon Ammons. Brandon speaks on the importance of embodying Qualfon’s mission while also moving quickly and efficiently throughout the recruiting process of N2n. He shares the story of how he got to Qualfon, how his team marched forward during the pandemic and why he believes everything happens for a reason.
2021-02-2628 minMission QualfonBonus Episode: Ep 20 Creating a Positive Ripple Effect Across a Company with Roberto Sanchez Mejorada, Chief Mission OfficerThe first season of Mission Qualfon comes to an end with a bonus episode featuring a powerful conversation with Chief Mission Officer, Roberto Sanchez Mejorada. He discusses what 2020 meant to Qualfon and reflects on the lessons learned, along with the timing of it all. He stresses the importance for mission leaders to remain realistic in 2021, but to remember that the strategic plan for 2021-2025 is a very bright light that’s calling upon us to perform.
2021-02-0451 minMission QualfonEpisode 19: Divine Timing with Abel Cruz, Managing DirectorOn the season finale of the Mission Qualfon Podcast, we meet one of Qualfon’s tenured employees, Abel Cruz. Listen in as Abel shares with Marisol and Jeremy the divine timing he has experienced in his career thus far. They also discuss one of Qualfon’s greatest differentiators – the consecration of the company by our chairman, Alfonso Gonzalez.
2020-12-2233 minMission QualfonEpisode 18: The Key to Successful Acquisitions with Trevor Allen, Chief Mergers & Acquisitions OfficerOn this episode, we have the pleasure of talking to Qualfon’s Chief Mergers & Acquisitions Officer, Trevor Allen. Hear Trevor discuss how his family fled his war-torn homeland of Lebanon to the US and how he eventually become an influential executive in the BPO industry. Learn from him how Qualfon carefully selects merger and acquisition prospects and how essential cultural alignment is in the process. Also, get insights on what Trevor believes is an ideal mentor/mentee relationship.
2020-12-0329 minMission QualfonEpisode 17: Measuring Success with Michael Osorio, Director of Business Intelligence & ReportingOn this episode, we talk to Michael Osorio, Director of Business Intelligence & Reporting at Qualfon. He shares about his journey in and out of the BPO space. We dive into discussions about the burn and churn mentality found in our industry and how we do things differently at Qualfon.
2020-11-2030 minMission QualfonEpisode 16: Finding a Home through Acquisitions with Eric Rothert, VP of OperationsOn this episode, we talk to Eric Rothert, VP of Operations, about his career journey and becoming a part of the Qualfon family. As someone who has been through multiple acquisitions, hear how his experience with the Qualfon/Dialog Direct transition was different than the rest. Acquisitions are a staple of our industry and this episode highlights how Qualfon does it differently.
2020-11-0525 minMission QualfonEpisode 15: The Focus on the Person with Mike Jossi, Chief Person OfficerOn this episode, we talk to Qualfon’s Chief Person Officer, Mike Jossi. Listen in as we discuss the meaning of his title, why Qualfon has both a Mission department and a Person Office, and how they co-exist in a spirituality aligned company. You will learn these answers and more about our mission and what makes us the best company to work for.
2020-10-2139 minMission QualfonEpisode 14: An Introduction to Guyana with Luanna Persaud, Country Director, and Sherwin Welcome and Rawle Toney, Operations Directors.This week we have three special guests who introduce us to their home country, Guyana. Listen as Luanna Persaud, Country Director, and Operations Directors, Sherwin Welcome, and Rawle Toney share the history of Qualfon in Guyana and what makes this location an attractive business opportunity for our customers and their clients.
#BPO #Careers #Callcenter #Guyana
2020-10-0933 min
¡Es momento de ser y de hacer Iglesia! Cada semana un Panel Virtual del Simposio Católico VirtualDios en el centro de la empresa y el ser un empresario católico con Armando del Bosque de His Way At Work, Alfonso González de Qualfon una empresa consagrada & Alexandre Peixoto de la empresa brasileña SynchroHis Way at Work Página en inglés https://hwaw.com/ Página en español https://www.hwaw-es.org/Facebook de His Way at Work https://www.facebook.com/hwaw.es/Armando del Bosque y sus redes: https://www.linkedin.com/in/armandodelbosque/ y https://twitter.com/adelbosque Acá puedes ver el video de este Panel Virtual: https://catolico.heysummit.com/talks/panel-virtual-como-pongo-a-dios-en-el-centro-de-mi-empresa/¿Quieres ver los cientos de videos de los paneles, diálogos conferencias y demás sesiones de los pasados Simposios? Visita CatolicoVirtual.com
2020-10-061h 06Mission QualfonEpisode 13: From Agent to VP of Operations – Climbing the BPO Ladder, with Angel PosadaA common theme of working in the BPO industry is that rarely anyone starts out thinking it will be a lifelong career. On this episode of the podcast, join us in reliving Qualfon’s VP of Operations and Client Relations, Angel Posada, rise from call center agent to an international executive.
Marisol, Jeremy, and Angel discuss climbing the corporate ladder and important roles within the BPO industry.
2020-09-2540 min
The Level Up! PodcastFinding Strength in Your Mission with Roberto Sanchez-MejoradaHaving a great company culture is one trait that a lot of companies strive for. Some organizations even spend a good portion of their budget to build culture. But what most organizations get wrong is that company culture is not built on how much you spend for the wellbeing of an employee. It's in how inclined and aligned they are to the company's mission and it's not just for HR - it's everyone's responsibility.Tune in to this episode as we talk to Qualfon's Chief Mission Officer, Roberto Sanchez-Mejorada on how you can keep you employees engaged...
2020-09-2122 minMission QualfonEpisode 12: Pursuing Your Total Vocation, with Jennifer Di Tirro, VP of Business DevelopmentHave you found your perfect job or total vocation? Listen to our very own Jennifer Di Tirro, VP of Business Development, discuss her extraordinary story that brought her to Qualfon and how she feels she is living her total vocation.
We detail her journey from adolescence to present-day successful business executive and how her experiences have helped cultivate her character, resiliency, and her career. For anyone who fell into a career in the BPO/call center industry, this episode is a must-listen. A truly inspiring conversation.
2020-09-1126 minMission QualfonEpisode 11: Process Improvement: Continuously Improving to Be the Best with Al Barrenechea, Director of Qualfon UniversityDoes your organization have a six-sigma initiative that is pulling you away from getting your job done? Learn how Qualfon integrates six-sigma practices into our leadership toolbox to save time versus take up time. Qualfon University has dedicated an entire team to building programs for continuous improvement benefiting both our employees and clients. Hear from Al Barrenechea, Director of Qualfon University, as he walks listeners through the various programs available to Qualfon employees, including Supervisor Training, Six Sigma Green Belt Certification Programs, STRIDES Values Training and more. Discover how his team paves the way for leadership development creating a s...
2020-08-2739 minMission QualfonEpisode 10: Answering the Call: A Company with a Heart – with Maricarmen Gonzalez, Board Member and spouse of Alfonso Gonzalez, Founder and Chairman of QualfonWhat does it mean to be a company with a heart? Qualfon is driven by the principles of our mission to Be The Best and Make Each Person’s Life Better. On this special episode of Mission Qualfon, you will meet Maricarmen Gonzalez, Board Member and spouse of Alfonso Gonzalez, our Founder, and Chairman. Hear how her family answered the call to work each day in pursuit of Qualfon’s mission to improve the life of every one of our employees, their families, and the communities where we work. Find out how the Gonzalez’ children became part of the Qualfo...
2020-08-1350 minMission QualfonEpisode 9: Project Management; Conducting an Orchestra – with Tracy Flanigan, Project ManagerEver wonder what qualities or traits it takes to become a successful project manager? Being a project manager is like being a conductor; you are coordinating an orchestra made up of many different instruments working together to get to the end goal. On this episode of Mission Qualfon, Tracy Flanigan, Project Manager at Qualfon, discusses the importance of teamwork, internal collaboration and a mentor/mentee program in a project management role. Hear about her recent projects, including a playbook for COVID-19 Safety at Work and Work-at-Home (WAH) agents, both vital to the success of the organization moving forward. Come...
2020-07-3038 minMission QualfonEpisode 8: Business Process Outsourcing (BPO) 101, with Mike Marrow, Chief Executive OfficerAre you familiar with Qualfon? Do you know what the term BPO means? If you answered no to either question, this is the podcast for you. Hear from Mike Marrow, Chief Executive Officer, as he gives listeners a masterclass on the evolution of the BPO industry, including the history of Qualfon. Hear from three BPO veterans as they dive into the ins and outs of the industry as it relates to people, processes, and technology.
2020-07-1635 minMission QualfonEpisode 7 : Home is where the heart is, with Jan Aquino, VP of OperationsThe Philippines is one of the leading outsourcing destinations in the world, but what makes Qualfon unique in such a competitive marketplace? Hear from Jan Aquino, VP of Operations, as he speaks about his 17-year journey in the BPO space and finally finding his home at Qualfon. Born and raised in Dumaguete, Jan shares why the city is known for its rich talent pool and cross-cultural alignment. Also hear how he was recently impacted by the COVID-19 crisis, in both his personal and professional life, while being quarantined in Manilla for more than 100 days. After working at seven different BPOs...
2020-07-0229 minMission QualfonEpisode 6: Stronger Together with Cultural Alignment, Kristi Walsh, VP of Client RelationsThere is a lot to consider when exploring a new outsource provider, but how important is cultural alignment when selecting a new BPO? Hear from Kristi Walsh, VP of Client Relations at Qualfon, as she speaks to the importance of cultural alignment within an organization and how it ties back to employee engagement and client satisfaction. Qualfon’s culture and mission programs are critical to driving performance for our clients because well-trained and engaged agents provide better performance. Learn how we strive to be the best for our clients and make each person’s life better.
2020-06-1821 minMission QualfonEpisode 5: How to Be The Best and Make Each Person’s Life Better, with Roberto Sanchez Mejorada, Chief Mission OfficerMost companies, including BPOs, have a mission statement that demonstrates their core values, but do they have a dedicated Mission Office, including a Chief Mission Officer? Qualfon does! On this episode of Mission Qualfon, Roberto Sanchez Mejorada, Chief Mission Officer of Qualfon, describes his commitment and dedication to the Qualfon mission to be the best and make each person’s life better. Learn how the five pillars of our mission program (Care@Work, Learn@Work, Fun@Work, Give@Work, and Communication@Work) ensure we help as many people as possible pursue their total vocation.
2020-06-0436 minMission QualfonEpisode 4: Stairway to the Best Version of Yourself, with Lyman Baete, Manager of Higher EducationDoes your enterprise employer own a business school or offer education and skills development opportunities to both you AND your families? Qualfon does! On this episode of Mission Qualfon, you will learn about the education opportunities available through Qualfon’s Learn@Work program, promoting continuous improvement, skills development, and higher education. Lyman Baete, Manager of Higher Education at Qualfon, shares some of the programs developed for our employees, including our career path program, skills development courses offered through LinkedIn Learning and the opportunity to earn a bachelor’s or master’s degree through our Rochat School of Business. Hear how th...
2020-05-2127 minMission QualfonEpisode 3: Learn@Work, with Kim Carr, Process Optimization Engineering TeamIn this episode of Mission Qualfon, you will hear from one of our most tenured and loyal employees, Kim Carr. Hear about Kim’s 16-year journey with Qualfon, as she successfully advanced from an agent to a dedicated Director of Client Relations for one of our most strategic accounts and largest online e-retailer. Learn how Qualfon’s education, training, and continuous improvement programs help ensure each person has a chance to pursue their total vocation, in life and at work.
2020-05-0727 minMission QualfonEpisode 2: The New Kid on the Block, with Ian Jones, SVP of Integrated SolutionsIn this episode of Mission Qualfon, you will hear from Qualfon’s SVP of Integrated Solutions, Ian Jones, speak about Qualfon’s Integrated Marketing Solutions line of business including data analytics, digital communications, on-demand print and fulfillment services. Also hear how Ian’s impression of the Mission has impacted him in his short time at Qualfon and how it differs from other large corporations he’s worked for in the past.
2020-04-2332 minMission QualfonEpisode 1: What Makes a Good Mentor and/or Mentee? Mike Marrow, CEO of QualfonOn the first episode of Mission Qualfon, you will hear from Qualfon’s CEO, Mike Marrow, speak about a topic that he’s very passionate about – mentorship. Find out what makes a good mentor, hear from his very own mentee, and learn what we’re doing as company to make each person’s life better.
2020-04-0132 min
Platicando en Católico | TU PODCAST CATÓLICO | + Conociendo a la Iglesia de hoy +Alfonso González y su caminar siguiendo el llamado no solo a ser un empresario católico sino de convertir a Qualfon en una empresa consagrada aún y cuando eso en muchas situaciones significa tomar decisiones contraintuitvas de la mano de Dios...Otro rollo esta platicada con Alfonso González Arocha, fundador y actual presidente de Qualfon. Nos platica desde su niñez en Cuatrocienegas hasta cuando se va al Tec de Monterrey gracias al tremendo sacrificio de sus papás y luego de como ya estando casado y con hijos decide irse a la Ciudad de México a fundar una empresa que hoy tiene 15,000 empleados y está a punto de cumplir 25 años, siendo los últimos casi 15 años una empresa consagrada. ¿Qué que es eso? Nos explica a detalle que esto no quiere decir para nada no buscar utilidades...
2019-07-152h 00
CCW Digital: A Customer Service Online PlatformEp. 102: Chad Schott, HomeAdvisor + Brian LaRoche, CallMiner And Marvie Wright, Qualfon + Brian LaRoche, CallMinerWhat does it take to turn customer insights into customer-centric action? CCW Nashville speakers share their tips and strategies in this two-part episode.
2019-03-2840 min