Investing in a Shared Tomorrow: ePerformax Launches New Site in Roxas City

In the heart of Capiz, ePerformax officially celebrates the grand opening of their newest facility in the country. Located at the Pueblo de Panay TechnoPark in Roxas City, this new site is further proof of the company’s continued commitment to growing and developing the Philippines as one of the leading BPO service providers in the world.

First opening their doors here on our shores back in 2002, ePerformax Contact Centers & BPO was one of the first contact centers in the Philippines. The company has primarily focused its operations on providing the highest levels of BPO and customer service to a select group of Fortune 500 companies. ePerformax provides support for their English-speaking customers in locations around the globe. The company utilizes voice, email, chat, messaging, and social media to handle customer interactions that include customer service, inbound sales and order entry, billing/account support, technical support, product/service support, website navigation support, and travel reservations, along with non-voice BPO activities to support clients’ comprehensive outsourcing requirements.

Fortunately, Pueblo de Panay TechnoPark is the perfect partner for ePerformax’s goal to create a holistic working environment for their employees. Bub Ong, Pueblo de Panay President and CEO, considers ePerformax a flagship partner in the TechnoPark. “We share the same values,” he says, “our drive to create a welcoming environment here in Pueblo de Panay, a place where people from different walks of life can come together, fits hand-in-hand with their commitment to the local community.”

Meet the Executive of ePerformax

Dennis Lindley
Chief Operations Officer

As COO, Dennis Lindley is responsible for the overall management of the company’s program operations teams and client relationships by ensuring that as a virtual extension of our clients’ customer service operations, we are providing the highest level of quality, performance, customer service, as well as, valuable customer insights that enable our partners to improve customer engagement and provide an effortless customer experience.

During his 20 years with ePerformax, Lindley has been instrumental in selling, managing, and growing our Fortune 500 client partnerships, as well as, working with our partners to expand in the Philippines. He also oversees the activities of many other areas of the company including sales, corporate marketing, recruiting, HR, facilities, finance, and other support departments. He works closely with these groups to ensure they are focused on external strategies to support the company’s growth and recruiting initiatives, along with internal strategies that provide an employee-centric environment with work-life integration for our employees, so they can focus on their performance and growing their careers. Lindley is on the ePerformax Board of Directors and works with the company’s Audit and Compliance Group to review operations processes and ensure compliance with legal requirements, client contracts, and established policies and procedures.

Dennis has more than 30 years of experience in the contact center industry and has significant experience managing inbound customer service and sales support programs, as well as outbound customer acquisition.

TERESA HARTSAW
PRESIDENT AND CEO

As president and CEO of ePerformax Contact Centers & BPO, Teresa Hartsaw is responsible for the strategic leadership driving the focus, performance, growth, and innovation of the company. Since founding ePerformax in 2002 with partner, Transnational Diversified Group, a globally competitive and progressive business group of companies since 1976, the company has grown to over 6,000 employees and trainees in three locations in the Philippines, including Pasay City, Cebu City and its newest in Roxas City, Capiz.

Over the last 15 years, Ms. Hartsaw has observed a significant increase in the complexity of customer service support ePerformax is providing its US clients from the Philippines. As a result, she has focused her attention on ensuring ePerformax employees are capable of handling the complexity. According to Hartsaw, “Gone are the days of simple responses to customer inquiries. Today, customer service organizations are finding their employees need to be experienced problem solvers, great communicators, more like consultants, and less like a traditional call center representative. What’s more, the technology advances are both challenging and benefiting our industry at the same time. The availability of more advanced tools helps our employees do a better job assisting their customers. The challenge comes with more customers becoming comfortable with technology and taking care of their own basic needs with self- service so when they do contact us, they expect a higher level of service. Companies that don’t evolve will not exist in five years. ePerformax is tackling the challenge head on with innovative training and development. We will evolve and do our part in making sure the industry is alive and thriving in the years to come!”

The new facility will also house an ePerformax Global Communications & Management Academy. “The GCMA is part of our continuing strategy to invest in our people so they are ready for the evolution in BPO services,” says Mike Tanner, ePerformax Roxas VP and General Manager. “Our industry is becoming more sophisticated and requires a higher level of professional skills. We are invested in developing our employees to grow in their careers and maximize their potential. We feel fortunate to be here in Roxas and to find such a great community of people to work with.”

Michael Tanner
VP & GM ePerformax Roxas

As Vice President and GM, Michael Tanner has been an integral part of ePerformax’s expansion to Roxas by leading the site selection process and working with local government units, agencies, and partners, along with our internal team to oversee the construction of our new, state-of-the-art facility. He is also responsible for managing all aspects of ePerformax Roxas operations including recruiting, HR, administration, and facilities to support our client programs. Tanner is also focused on the overall performance of the Roxas site in terms of employee satisfaction, retention, succession planning, growth, and profitability.

Prior to ePerformax opening in Roxas, Tanner was in the same role at ePerformax Cebu for five years. During that time, he was instrumental in creating partnerships with schools and local government units in several regional locations, including Leyte where ePerformax operates a recruiting center and Global Communications & Management Academy within Leyte Normal University.

Tanner has over 20 years of experience in the BPO industry and has spent the last 14 years in the Philippines focusing primarily on opening provincial locations for global contact center operations.

Several multinational companies have come to trust and depend on ePerformax. One such client is PayPal. “ePerformax and PayPal have a mutual desire to deliver the best quality service as fast as possible,” explains David Reedy, Director of PayPal, “We are very pleased to be the first company to occupy the beautiful new building in Roxas City! We are already seeing the teammates deliver a better customer experience and look forward to continued growth.” With the level of service and care that ePerformax provides, it’s plain to see why the company has continued to prosper with their client-partners.