Learn cutting-edge strategies, straight from industry experts and drive innovation for the next phase of BPO growth.
Jon Kaplan
President
TeleDevelopment Services, Inc. Jon is the president of TeleDevelopment Services, Inc. He was the 1997 National President of the American Teleservices Association (ATA) and is currently the Chairperson for the ATA International Committee. He is also the 1999 recipient of Call Center Magazine Industry Pioneer of the Year.

Jon is also the author of numerous industry articles and a frequent speaker at national and international contact center conferences.

Starting his call center career in 1979, Jon spent his first eight years managing the start-up of in-house call center operations for the BF Goodrich Company and General Motors.

He spent six years in the service agency arena, working as vice-president of a large service agency and then as founder and president of his own service agency.

Jon and TeleDevelopment are recipients of a number of industry awards, including two Telo Awards (ATA) and one ACCE Award (Customer Interface Magazine).

Jon holds a Bachelor Degree in Business Administration (BBA) from Kent State University (KSU); he majored in Marketing and minored in Communications.
Ray Anthony Roxas-Chua III
Chairman
Commission on Information and Communications Technology (CICT) Secretary Ray Anthony Roxas-Chua III joined the Philippine government in October 2007 as Chairman of CICT. A little over a month after joining government, he was appointed by H.E. President Gloria Macapagal-Arroyo as the Outsourcing Czar. His other roles are Development Champion of the Cyber Corridor Superregion and Chairman of the Comelec Advisory Council. Prior to his appointment, he was President of ARCYA Glass Corporation, a glass manufacturing company, and Vice President and Assistant General Manager of Pacific Land and Building Corporation, a property development and management company.

He pursued his college education at the University of Pennsylvania, where he earned a Bachelor of Science in Economics from the Wharton School and a Bachelor of Applied Science in Computer Science from the School of Engineering and Applied Science.
Oscar R. Sañez
Chief Executive Officer
Business Processing Association of the Philippines (BPA/P) Oscar Sañez is Chief Executive Officer of BPAP. In this role, he represents the entire Philippine IT services and business outsourcing industry, and leads the development and execution of the strategic plan of BPAP. He leads the BPAP full-time management team, which drives all of the organization's key initiatives in Philippine business outsourcing. Oscar returned to the Philippines in January 2006 after completing a 29-year career in Procter & Gamble, which involved various senior management assignments in the Philippines and abroad. He also taught at the Business Management epartment of De La Salle University, and led the GILAS project in 2006 as Marketing Director of Ayala Foundation. Oscar graduated with a degree in Business Administration from the University of the Philippines.
Socorro Tuvilla-Suarez
Human Resource Leader
IBM Philippines Socorro Tuvilla-Suarez is an HR professional with 30 years of experience in line, staff, and consulting. She is an accredited Fellow in Personnel Management (FPM) of the Personnel Management of the Philippines, and was the first woman president of the Philippine Society for Training and Development (PSTD).

As the Human Resource Leader for IBM Philippines, Cor serves as a strategic HR business partner to leaders of IBM's businesses in the Philippines, covering sales and distribution and global delivery of customer relationship management, business process outsourcing, and information technology services.

She also engages in service to church and community, as well as volunteer work for street children and the IBM Kidsmart Program for public schools - with a mindset that fulfillment can only come from living a purpose-driven life and devoting oneself to others.
Lirio Mapa
Vice President
Center for Leadership and Change Liro Mapa is the Vice President of the Center for Leadership and Change, the exclusive Philippine Licensee of Franklin Covey® Organizational Services.

As an executive coach, senior consultant, and accredited FranklinCovey facilitator, Liro conducts workshops in The 7 Habits of Highly Effective People®, Leadership Greatness™, 4 Disciplines of Execution™, strategic planning, and teambuilding. She has assisted several companies in installing systems and processes related to leadership development, organization diagnosis, transition management, strategic planning, performance management, total quality, continuous improvement and career development.

She was formerly Human Resources Associate Director and internal consultant for Organization Development, Total Quality Management, and Corporate Training at Procter & Gamble Philippines. She obtained a Bachelor’s degree in Liberal Arts and Education from Assumption College, and subsequently completed graduate studies in Sociology and Anthropology at Silliman University.
Dr. Vincent Fabella, Ph.D.
President
Jose Rizal University Dr. Vicente Fabella, Ph.D. is the President of Jose Rizal University (JRU). Deeply involved in education, he concurrently holds senior positions in several educational organizations such as the Philippine Association of Colleges and University (PACU), Philippines Association of Colleges and Schools of Business (PACSB), and the Private Educational Retirement Annuity Association (PERAA).

Before joining JRU, he was involved in private equity with AIG Investment Corporation and in public-private partnerships at Price Waterhouse-Joaquin Cunanan. Fabella obtained his degree in Development Studies and Economics from Brown University. He also holds MBA and MPA degrees from Columbia University, and is the first recipient of the doctorate degree in Business Administration from the University of the Philippines.
Mark Philip Galutera
Managing Director for Philippine Operations
DSM Manila LLC Mark Galutera is the Managing Director for Philippine Operations of DSM Manila LLC, the shared services subsidiary of one of the world's top and most prestigious law firms, White & Case LLP. He was also Vice President for the ICT Group and Global HR Director for Alvion Technologies.

At the heart of Mark’s experience and expertise is a career built on over 15 years of leadership in the fields of Training and HR. This included leadership roles in Learning and Development for the Commercial Group of Wrigley Philippines, HRD for Sony Philippines, and Training and Development for the Sales and Marketing Division of Nestle Philippines.
Ma. Jamea Garcia
Executive Director, Talent Development
Business Processing Association of the Philippines (BPAP) Atty. Jamea Garcia is currently the Executive Director for Talent Development of BPAP. In this role, Jamea manages all talent-related initiatives for the industry. This includes the strategic implementation of competency development for academe and industry; partnering with government and corporate stakeholders for the growth and enhancement of the talent and labor pool nationwide; and managing specific programs such as Talent Management Partnerships, National Competency Assessment Program, and Faculty Development Programs.

Jamea is an HRM and labor relations expert with extensive experience in human capital development and legal counseling. She holds a Juris Doctor degree from Ateneo de Manila University and an Economics degree from the University of the Philippines (Diliman).
Lorena Valerio
Chief Marketing Officer
Philippine Society for Training and Development Lorena Valerio is Chief Marketing Officer of PSTD, a non-profit professional organization of HR and OD practitioners. A corporate trainer and facilitator, she conducts training programs on selling techniques, customer service excellence, training needs assessment, and leadership excellence, among others.

She was formerly Director of Sales and Marketing of the three hotel properties of Hotel La Corona, where she helped develop and implement sales and marketing systems and procedures, ISO certification and compliance, and the Balanced Scorecard management system.

Lhoree is a professor at De La Salle-College of Saint Benilde, School of Hotel Restaurant and Institution Management (DLS-CSB SHRIM) handling professional and major courses. She holds an MBA from Ateneo de Manila University and a degree in Training Development and Management from De La Salle-College of Saint Benilde.
Federico Marquez, Jr.
Vice President for Human Resources
St. Luke's Medical Center Federico Marquez is Vice President for Human Resources of St. Luke's Medical Center. Prior to joining St. Luke's, he was the HR Director of Bahay Financial Services Inc., where he streamlined the organization’s HR systems and led training and development programs.

Freddi also served as First Senior Vice President for HR of Philippine National Bank and Group HR Head of Guoco Holdings Philippines. In 1992, he was named Fellow in Personnel Management (FPM), a professional title given to certified and seasoned HR practitioners in the country.

He holds an MBA and Economics degree from Ateneo de Manila University, and pursued postgraduate studies at the American Graduate School of International Management (also known as Thunderbird University).
Michael Alan Hamlin
Managing Director
TeamAsia Michael Alan Hamlin is an international authority on building strong place, corporate, and personal brands. He is managing director of TeamAsia, an award-winning strategic marketing communications firm that develops corporate brand strategies, creative concepts, and marketing and communications programs for its clients.

He is the author of five books and a business columnist. His latest book is High Visibility: Transforming Your Personal and Professional Brand, co-authored with Philip Kotler, Irving Rein, and Martin Stoller. He is also co-author of Marketing Asian Places: Attracting Investment, Industry, and Tourism to Cities, States and Nations.

Michael holds a Bachelor of Science degree in Asian Studies from Jochi Daigaku (Sophia University) in Tokyo, Japan, and a Master in Liberal Studies degree from the University of Oklahoma in Norman, Oklahoma.
Jericho Go
First Vice President
Megaworld Corporation Jericho Go is First Vice President of Megaworld Corporation. In this role, he is responsible for developing and implementing the marketing and sales strategies for Megaworld Corporation’s commercial, office, institutional, and leisure and recreational projects. He is also involved in the operations of various township projects and actively contributes to government agencies in their formulation of policies and guidelines that will outline the country's IT agenda.

Jericho was formerly Vice President of Greenfield Development Corporation, where he led the Urban Development Group. He also served as Vice President of Megaworld Land, Inc. He holds a bachelor's degree in development studies from the University of the Philippines.
Tim Hardin
Senior Vice President - Operations, Customer Interaction Center
SPi Global Solutions Tim Hardin is responsible for the operations of SPi Global Solutions' Customer Interaction Center Business. He has over 25 years of experience in successfully managing service organizations with expertise in new and expanding operations. Tim has led several start-up and aggressive growth service organizations to their next phase of development.

Prior to his appointment at SPi Global Solutions, he was the Chief Operating Officer of Sitel, Philippines where he was responsible for leading an ambitious growth strategy that grew the employee base from 6,000 to over 11,000 in two years. Tim also held other senior positions such as Senior Vice President and General Manager at ICT Group, Inc., Chief Executive Officer at New Medium Direct, Inc., President at Digital Lighthouse Corporation and Founder of Market Reach, Ltd. and TeleLink Systems, Inc.
Nerissa Ramos
First Vice-President and Corporate Business Group Head
PLDT Nerissa Ramos is First Vice-President and Head for PLDT's Corporate Business Group, the arm of Corporate Sales, Marketing, Product Development and Technical solutions under Customer Sales and Marketing Group.

She is one of the directors of the Board of Smart – NTT Multi Media Inc., Bonifacio Communications Corporation, PLDT Subic Telecom and PLDT Clark Telecom. Concurrently, she is the alternate director of Acasia Communications Inc. which is the ASEAN regional joint venture among incumbent telcos in the region. Prior to her position, she was the head of PLDT Corporate Business Solutions.

Just recently, she was awarded as the Most Outstanding Electronics and Communications Engineer in Corporate Management by the Institute of Electronics and Communications Engineering of the Philippines.
Rowena Bagadion
Chief Executive Officer
Media Farm Global Rowena Bagadion is the Chief Executive Officer of Media Farm Global, a multinational company that provides e-learning, animation, and IT outsourcing services to clients in the United States, United Kingdom, Australia, and Asia Pacific since 2000. Weng is also President of the Animation Council of the Philippines, and a member of the Board of Directors of the Business Processing Association of the Philippines. She is currently spearheading the consolidation of all creative industries in the Philippines under a single banner called "Creative Circle", and the promotion of a new sector to give the country a niche in "Creative Process Outsourcing."

Weng is currently completing her thesis for her Masteral Degree in Educational Leadership and Management from De La Salle University. She is also finishing a certification in Financial Planning from the Asian Institute of Management.
May Arboleda-Cuevas
Chief Executive Officer
PeopleSparx, Inc. May Arboleda-Cuevas is the Chief Generator of Vision and Ideas and Chief Executive Officer of PeopleSparx, Inc., the authorized partner of Pfieffer-Wiley in the Philippines. Pfeiffer-Wiley is a leading provider of professional development resources for training and HR practitioners.

Committed to developing people, brands and businesses, May has an excellent track record of success and innovation in new business development. Guided by her extensive experience working with leading multinational, retail, and service corporations in the Philippines and Asia Pacific, May has developed a distinct brand of training programs, including "The Leadership Challenge" – the flagship program of PeopleSparx. She has also facilitated capacity development programs for national agencies and private corporations in partnership with the Philippines-Australia Human Resource Development Facility.
Linda Chando
Vice President, Call Center and Customer Care
Cyber City Teleservices Linda Chando serves as the Vice President of Call Center Services and Customer Care at Cyber City Teleservices (CCT). She has 24 years of work experience, including service in almost every aspect of the call center industry.

With experience in both sales and marketing with small and large corporations alike, her perspective of the challenges for all components of the industry is unique. Her previous roles in two industry giants, MicroWarehouse and Hewlett Packard, developed her understanding of the importance of creating a balance between driving call center metrics while maintaining a positive customer experience. Linda has utilized this knowledge and experience to create unique programs to drive results, increase revenue, and encourage employee growth while maintaining costs and accountability at all levels.
Michael Villanueva
Managing Director, Shared Services
StarTek Inc. Michael Villanueva currently holds a global role as Managing Director for Shared Services for StarTek Inc. With over 13 years of experience in service delivery in BPO industry, he currently oversees plethora of lines of business for the organization.

Michael is a BPO expert with extensive expertise in training and quality, blended/adult learning, learning management system (LMS), learning content management system (LCMS) and quality management system (QMS) deployment, and process improvement, among others. His forte lies in the strategic setup of offshore frameworks in BPO/KPO/ITeS industries across North America, United Kingdom, and Asia Pacific.

Michael attended the University of Western Sydney (BSc) and has worked in several countries such as Australia, Malaysia, China, India, UK and North America. Immediately prior to StarTek, Michael worked for HSBC Technology & Services as Vice President - Leadership & Management, Change & Strategy.
James Griffin
President
Polaris Vanguard LLC James Griffin is the President of Polaris Vanguard LLC, a company that specializes in projects and training, related to quality and performance excellence for contact centers, business processes and customer relationship management. Prior to founding Polaris Vanguard, Griffin was the Philippines Country Head for APAC Customer Services, managing an expansion from 2,000 to 4,000 agents in one year. He was also President of Toshiba in South America, where his operations were awarded first place in the International Division for service quality. Griffin holds an MBA from the University of Minnesota and is a Six Sigma Black Belt. He is also a founding director of the BPO Quality Council of the Philippines and is the Researcher Director for the BPAP Quality Benchmarking Stud.
Joel C. Yuvienco
Social Media Technology Consultant and Educator Joel Yuvienco worked in the government and the corporate sector for almost 15 years before joining the academe to do what he loved doing: innovative teaching and research.

In 2003, Joel became Director of the School of Management and Technorpreneurship of De La Salle Canlubang (DLSC). He moved to Miriam College in 2008 to focus on the development of e-learning programs. He is currently chairperson of the Distance Education Technical Committee, and a senior lecturer at the Department of Business Administration, Department of Communication, and the College of Education.

Joel is also an online facilitator for the Ateneo Center for Continuing Education and country representative of Edu 2.0. He earned degrees in statistics and law from the University of the Philippines and completed his residential MBA program at the University of Liverpool, U.K.
Louie Banta
Founder and Lead Consultant
LJMB Consultancy Services Louie Banta has 18 years of combined work experience in training and education, leadership development, HRM, and organizational development (OD). He owns Learning Just Made Better or LJMB Consultancy Services, a company that provides training, HR, and OD solutions. Aside from delivering courses in customer service, sales, staff development, and trainer education, Louie also specializes in leadership and management development, team building, and culture building.

In 2007, Louie joined TeleTech Customer Care Management Inc. as a Director of Learning Effectiveness, a team mandated to handle leadership development – the first of its kind in the organization’s global structure. He started his career as member of the teaching faculty in the Psychology Department of De La Salle University, where he also served as department Vice Chairperson. He taught psychology courses while pursuing postgraduate degrees in Education and Industrial-Organizational Psychology.
Prabhakar Bisen
President and Chief Executive Officer
WNS Philippines, Inc. Prabhakar is the Chief Executive Officer of WNS Philippines, Inc. Before his appointment to this position, he led the Solutions, Transitions, and Sales-Support function for the Banking, Financial Services and Insurance business at WNS in India.

Prabhakar has over 17 years of professional experience in transitions, project management, IT, and business consulting and operations management. He has a strong track record of leading successful transitions for Financial Services and Insurance clients. Prabhakar also co-authored the Transition Methodology of WNS.

Prior to WNS, he worked for Genpact where he led the transitions for a renowned US Bank. Previously, he worked with Satyam Computer Services where he managed several IT and strategy consulting assignments. Prabhakar has a degree in Electrical Engineering and is an alumnus of Indian Institute of Management, Ahmedabad.
Teresita Gutierrez
Executive Coach and Communications Consultant
Speechpower Teresita Gutierrez is an Executive Coach (English and Speech) and Communications Consultant for Speechpower, and a former faculty member of Far Eastern University, International School, and the Adult Night High School of La Salle Greenhills. She has published textbooks on speech, reading, and language. She also writes a column on career coaching and skills improvement for jobs.DB.com.ph.

Teri conducts training programs in oral communication and English skills both in the academe and the corporate world. A member of the Society of Children's Book Writers Illustrators (SCBWI), International Reading Association (IRA), and the American Society for Training and Development (ASTD), Teri traces her academic roots from St. Theresa's College Q.C., and the University of the Philippines. She also took special courses in Communications and Negotiations at the College of Extended Learning, San Francisco State University, USA.
Rajiv Dhand
Vice President and Regional Head of Operations
TELUS International Philippines, Inc.r Rajiv Dhand is Vice President and Regional Head of Operations for TELUS International Philippines, Inc. Responsible for overall operations and performance of all external-facing programs across TELUS International sites, Rajiv has had extensive experience managing teams, operations, and client relationships for technology-driven companies all over the world, including India, Switzerland, and the Philippines. He has worked with Daksh, the Weitnauer Group of Companies, and most recently American Express, where he performed successively as customer service manager and project/relationship manager.

Rajiv holds a BA in Economics from Delhi University.