Management Team & Organization
The Management Team brings together practical experience in all aspects of live e-care's operations, as well as business training and experience in the U.S. and the Philippines:
Jeff Russell, CEO, managed technical infrastructure upgrades for call centers and telecommunications switching facilities in the U.S. and the Philippines. He has also worked as a quality assurance consultant to U.S. companies which outsource their data entry operations to overseas contractors. He holds an M.B.A. from the University of Michigan Business School.
Dax Almendras, COO, created and managed his own firm to resell long distance communication services to small and medium-sized Philippine businesses. He was previously a financial auditor for Arthur Andersen in the Philippines and is a member of the Philippine Institute of Certified Public Accountants. He holds an M.B.A. from the University of Michigan Business School.
Ken Hung, Director of Information Technology, holds three master's degrees (Industrial and Operations Engineering, Systems Science and Engineering, and Financial Engineering) and a bachelor's degree (Electrical Engineering and Computer Science) from the University of Michigan. He has worked extensively as a Web Master, Systems Administrator, and Web Programmer.
Board of Advisors
live e-care has assembled a Board of Advisors with background in the business cultures of both the U.S. and the Philippines, and with functional experience in sales, marketing, finance, and private equity:
John Siverling has worked with Frank Russell Capital, a private equity firm, and currently consults with Sloan Ventures, a venture development company, on venture market potential and financial projection sensitivities. His previous experience includes a variety of sales and customer service management positions with General Motors' Cadillac Motor Car Division. He holds an M.B.A. from the University of Michigan Business School.
Timothy Renn, who is based in Manila, is actively involved in the development of the Subic Bay Economic Development Center. He was previously the marketing communications executive for Nike in Southeast Asia, and has served as Associate Dean at Northwestern University's Kellogg School of Management.
Marshall Kiev is a founding partner of Colt Capital Group. Prior to that, he spent 13 years at FH Capital, a $500 million asset management firm, most recently as a Managing Director. He brings to live e-care extensive knowledge of the private equity industry. Marshall received his B.A. from New York University and his M.B.A. from NYU's Stern School of Business.
Board of Directors
Initially the Board of Directors will also serve as the management team of the company. However, the founders recognize that the Board of Directors will need to be developed into a separate body (although one or two management team members will have seats on the board). The founders plan to recruit directors and executives in the customer care industry who can aid the team in attracting large clients in the future.
Job Descriptions and Qualifications
live e-care will fill several additional positions within the first few months of operations:
Regional Sales Managers
Sales Managers will identify and acquire customers for the company, represent live e-care and its services to prospective clients, and cultivate business relationships with current and prospective customers.
Sales Account Assistants
The Sales Account Assistants will provide after-sales support to the sales managers. He or she will work closely with U.S. clients to determine their online customer service needs. The sales account assistant will also work closely with the Customer Sales Representative Manager in the Philippines to provide performance feedback to the CSRs.
Chief Technology Officer (CTO)
The CTO will oversee the growth and development of the company's IT department. In addition, the CTO will develop the company's internal technological capabilities to augment third party vendors' existing customer service software.
Chief Financial Officer (CFO)
The CFO will provide the financial leadership necessary to manage the rapid growth of the company. In addition, the CFO shall be responsible for the implementation of formal accounting control policies within the organization and manage the sources and uses of company funds.
Philippine Operations Manager
The Philippine Operations Manager will report directly to the COO and will oversee the execution of customer service operations in the Philippines.
Information Technology Manager (Philippines)
The Philippine IT Manager will assist the Philippine Operations Manager in the maintenance of the software and web-based systems of the Philippine operations. In addition, the IT manager will continuously update Philippine activities in order to help the CTO develop the company's internal technological capabilities in order to augment the use of third party vendors' existing customer service software.
Csr Manager (Philippines)
The CSR Manager will oversee the hiring, training, and retention strategies of CSRs and personally handle complex customer inquiry transactions.
Csr (Philippines)
The CSR will handle the processing and editing of customer e-mail and provide live chat support for client customers.
