Following the appointments of Greg Haller to Chief Executive Officer and Founder Andy Lee to Executive Chairman, Alorica Inc., a global leader in next-generation customer experience (CX) solutions, announced several key leadership moves, advancing its strategic growth plan.
With Chief Employee Experience Officer Susan Dumond retiring from her post, Colleen Beers, former President of North America and Europe Operations, has been named Chief Administrative Officer responsible for Employee Experience (HR function) to further enhance Alorica’s hiring, training, development and culture.
Jay King will lead all North America Operations as President, an expansion of his previous role leading Alorica’s Financial Solutions.
To support the growth of Alorica’s service delivery in Europe, the Middle East and Africa (EMEA), the company has tapped highly respected industry leader Matt Sims as its first President of EMEA Operations.
“It truly is a pivotal moment in Alorica’s journey, and I have great confidence in this leadership team as we accelerate and innovate our business to deliver the outcomes that matter to our clients,” shared CEO Greg Haller. “On behalf of the company, I’d like to thank Susan for her leadership and significant contributions in supporting our people especially during these past few unprecedented years. And I want to congratulate Colleen and Jay on their new roles. Through their proven track records and embodiment of Alorica’s core values, these tenured leaders will continue to ensure we stay future ready. Looking ahead as we focus on growing our presence in EMEA, I am excited to welcome Matt to the Alorica family.”
Colleen Beers brings proven experience driving operational excellence and building Alorica’s award-winning culture and employee experience.
In partnership with Beers, longtime BPO executive Jay King has continued to grow Alorica’s Financial Solutions line of business around the world. Together, Beers and King have led 30,000 employees and delivered record results in Alorica’s overall performance, employee satisfaction and digital solutions growth.
With 20 years of experience in customer service and journey optimization, Matt Sims joins Alorica from the UK to expand the organization’s EMEA operations, providing scalable multilingual and omni-channel CX solutions. Previously, he served as the managing partner at 4T4 Intelligent Customer Solutions and held executive positions focused on the UK & South Africa regions for Teleperformance and Sykes.
“Leveraging the diverse and deep experience of our leadership team, we are well positioned to further boost our service delivery, efficiency and digital innovation, producing greater value to our customers and better support for our employees,” said Haller. “We’re off to a strong start this year, having recently being named a Leader in the 2022 Gartner Magic Quadrant for Customer Service BPO for the second consecutive year, and we will continue to deliver on our reputation as an industry leader.”
Alorica creates insanely great digital customer experiences at scale. Our team of 100,000 solutionists, technologists and operators partner with global brands and disruptive innovators to deliver digitally-charged, tailored interactions customers crave. With a track record of creating long-term loyalty, Alorica brings actionable insights, proven processes and CX leadership to transform clients’ business needs, whether they’re focused on digital optimization, customer engagement or market expansion. Through strategic partnerships with best-in-breed technology, we design, integrate and optimize digital solutions personalized to reach clients’ most desired outcomes. Alorica drives CX innovation for the most progressive clients around the globe from its award-winning operations in 16 countries worldwide.
To learn more, visit www.alorica.com.