PCCW Teleservices International Management Team
Achieving PCCW Teleservices’ vision of being the leading customer management service provider delivering innovative customized solutions to multinational clients, begins with the outstanding leadership of an experienced executive team. PCCW Teleservices’ international management team comprises highly experienced, engaged, and dedicated industry veterans.
Our management team has deep experience in BPO and customer contact services and has proven success helping companies positively impact their customer relationships. The leadership team at PCCW Teleservices works together to integrate our core values into every facet of our business. All of our people, processes, and systems are designed to support our clients’ most important assets – their brand and their customers.
Executive Leadership
Tony Bruno
Tony Bruno is the Head of PCCW Teleservices worldwide, driving the overall company strategy and direction. As one of the original founders of PCCW Teleservices, Tony was instrumental in the successful launch of the business and its growth through client success stories and business acquisitions. Tony brings over 25 years of business experience in sales, marketing, customer service, and general management. He has worked extensively in Asia, Europe, and the United States. Tony holds a degree in Physics from the University of Manchester in United Kingdom.
Mark Attinger
Mark Attinger leads the PCCW Teleservices business throughout the Americas. Mark has over 20 years of proven leadership and hands on experience in the financial services, contact center and outsourced services industries. Mark’s functional experience and expertise include Operations, Finance, Technologies and Process Reengineering. Recent senior leadership and functional roles which Mark has served in include: CEO at AFFINA; COO at Prudential Financial, Vice President of Operations at Next Card, and Vice President of Operations and of Performance & Quality Management, each at American Express. With a strong financial background and comfort with technologies, process and data, Mark is passionate most in leading and deploying strategies to improve Service Delivery performance and capabilities. Mark earned a Bachelors of Science in Finance and a Masters in Business Administration (MBA).
Operations Leadership
Sunny Lam
Sunny Lam brings broad management experience in various functional areas to lead call center and BPO operations across Asia. With over 20 years of experience ranging from call center operations and field service management to business planning and IT development, he provides outstanding leadership across a broad spectrum of client programs. Sunny has led the development of the integrated customer operations and systems. His insights into the Chinese market make him virtually indispensable to clients wishing to grow operations across Greater China. Sunny is an accountant by training with qualifications in Hong Kong, UK, and Australia. He has earned an MBA and a Law degree.
Eric Paragas
Eric Paragas is the General Manager for all business operations in the Philippines, handling programs for some of the world’s leaders in mobile devices and consumer electronics, covering North America, the UK, Australia, and Asia Pacific. Prior to joining the business, Eric was formerly an e-commerce ‘evangelist’ for several leading technology companies, including Sun Microsystems. Eric has also set-up and headed Riscuity, the first US-accredited distressed debt collection contact center in the Philippines. He has over 20 years of management experience in finance, technology, telecommunications, and service industries. Eric is also a certified COPC Registered Coordinator and was educated at the University of Texas earning a Bachelors of Arts in Finance and in International Business.
April Rogers
April Rogers serves as Vice President of Operations for the North America and General Manager for Panama. She brings to her role over 14 years of experience in the contact center industry, both on the supplier side and the client side, with a background in developing and managing large inbound customer service and outbound sales operations. Prior to joining PCCW, she was responsible for managing global outsourced vendor relationships for a large document handling company. She has a proven record of success with PCCW, having previously served in several areas of operations and client services. April attended The University of Oklahoma where she majored in Business Administration.
Business Solutions Leadership
Joseph Wong
Joseph Wong has over 15 years of experience in customer relationship management across Asia and leads the sales and business development initiatives. Prior to PCCW, Joseph was the Chief Operations Officer of a major customer relationship management company. Joseph has been a leader within the industry, serving as the first vice chairman of the Hong Kong Call Center Association and also as a lecturer for the Hong Kong Management Association. Joseph earned a BS degree in Electrical Engineering and Mathematics from the University of Texas and a Master’s degree in Logistics Management from the Royal Melbourne Institute of Technology.
Monti Becker Kelly
Monti Becker Kelly leads Sales and Marketing for the Americas. Monti has more than 15 years of BPO experience in business development, solution design and client relationship management across the United States, Europe, and Asia. She has proven expertise in leading global sales strategy and designing business process outsourcing programs for many leading Fortune 500 companies. Her experience in developing strategic visions and advising clients through business process improvements makes her uniquely qualified to help lead the growth of PCCW Teleservices. Monti began her career in Human Resources Outsourcing and has held positions with two of the largest global outsourcing providers in the industry. Monti is trained in international business, economics and education. She holds a BS degree in Business from the Richard T. Farmer School of Business at Miami University and the John E. Dolibois European Center in Luxembourg, along with a Master of Education from Georgia State University.
John Gaines
John Gaines leads and supports company compliance and the insurance businesses lines. John has more than two decades of experience in insurance operations and administration, making him uniquely qualified to manage all client insurance programs and client services support across the business. He holds a Fellow designation from the Society of Insurance Licensing Administrators and brings extensive insurance regulatory compliance and process quality experience to PCCW Teleservices. He has designed and executed major call center sales and support campaigns for over 25 insurance companies across many product lines including credit insurance, mortgage life, AD&D, disability, annuities, auto and homeowners and others. Previously, John has held management positions with both Citibank and APAC Customer Services. John earned a BA degree in Political Science from the University of Maryland.
Learn more about our core values and philosophy and how they guide and inspire how we operate.
