The BPO That Puts People First

Manuel Co is the Director of the Data Team at Peak Support, leading both Visualization & Business Analytics. He oversees the Business Analysts Team and the Data Visualization & Intelligence team, driving the company’s transition to Microsoft Fabric. Manuel's teams leverage the full Power Platform, including Power Apps, Power BI, and Power Automate, alongside advanced technologies like Python, Data Factory, Dataflow Gen2, and Kusto. His efforts have automated reporting processes and centralized operations, significantly enhancing efficiency. Manuel’s leadership has evolved from hands-on development to solution architecture, though he remains a developer at heart and a problem solver. He views data as a strategic asset and is committed to delivering actionable insights that empower informed decision-making across the organization. Accountable for the data needs of Peak Support's global clients and employees, Manuel ensures data consistently drives value and efficiency. In his spare time, he enjoys following the NFL and recently attended a live game between the Atlanta Falcons and Kansas City Chiefs.

Maria Ebrahimi started in at Peak Support in 2020 and has held several roles within Client Success, managing a variety of accounts that span several verticals, including a DTC pet brand, SaaS technical support, and social media moderation. In her time here, she has helped launch our US Operations, participated in Zendesk Optimization projects, and partnered with clients on creating strategic annual operational and financial plans. Currently, she operates as a partner to all our clients and oversees Training to ensure standards are met across the organization. Prior to Peak Support, she worked in customer support operations at several start-ups, most notably Dollar Shave Club.

With 16 years of experience in the BPO industry, Al has a proven track record of leadership and excellence. Starting as a frontline tech support agent at one of the biggest cable company in the US, Al quickly rose through the ranks, demonstrating exceptional skills in Customer Service Management, Performance Management, Leadership, and Teamwork. Holding a Bachelor of Business Administration (BBA) with a focus in Accounting and Business/Management, Al has successfully managed teams of various sizes. Almost a decade at Peak Support, where he played a pivotal role in launching multiple projects and supporting diverse clients. Currently, Al is dedicated to supporting a social networking client, bringing a wealth of experience and a passion for team success. Outside of work, Al is a devoted family man, loves the NBA and an active participant in Yahoo Fantasy League, a sneaker aficionado, and a tattoo collector.

Ella brings 18 years of experience in the BPO industry to her role as Training and Quality Director at Peak Support. She began her career as an agent, advancing through support roles before stepping into management and leadership positions. With a comprehensive background in managing Training, Quality, and Learning & Development teams, Ella has a proven track record of building, developing, and performance-managing Trainers, Quality Analysts and subject matter experts scaling teams from 6 to over 100 members. Ella is adept in both traditional and innovative training methodologies, including LMS development, video modules, animation, infographics, and gamified activities. Her passion for video editing, layout and design, cultivated during her tenure at an advertising firm post-college, enriches her approach to creating impactful Training and Quality materials.

A seasoned operations and customer success leader with a proven track record of driving growth and delivering exceptional client experiences, Don possesses a deep understanding of complex business operations and a passion for building strong client relationships. With over 15 years of progressive experience in customer service, operations, and account management, he has developed a strong ability to build and maintain relationships, analyze data, and implement strategic initiatives. His expertise spans various industries, including technology, manufacturing, and customer support.

Hannah is a seasoned operational leader who brings a strategic perspective to driving business growth and client satisfaction. With over a decade of experience in the BPO (Business Process Outsourcing) industry. Her journey began in 2011, where she honed her skills in various verticals including sales, customer service, retention, and technical support. Hannah leverages her extensive experience to optimize operations, build high-performing teams, and exceed client expectations. Her ability to build strong client relationships, coupled with her deep industry knowledge, enables her to consistently deliver exceptional results.

With a distinguished career in the BPO industry since 2004, Marichel has excelled at Peak Support for the past eight years. Currently serving as a Client Success Executive, she has previously held pivotal roles such as Service Delivery Director and Senior Service Delivery Manager. Throughout her tenure, Marichel has driven significant growth and transformation within the company. She successfully led key projects in the SaaS and eCommerce sectors, most notably scaling a customer support team from 4 to over 700 for a roadside assistance client. This expansion not only met but exceeded client expectations, contributing to substantial revenue growth and client satisfaction. Marichel also spearheaded the implementation of remote work policies, which resulted in KAR exceeding goals and a marked improvement in employee engagement. Her efforts in fostering a cohesive and collaborative remote work culture are regarded as a major achievement within the company. Known for her strategic decision-making and strong client relationships, Marichel consistently delivers data-driven insights that enhance operational efficiency. Her transparent leadership style, coupled with her ability to provide constructive feedback, has cultivated a high-performing team environment. Her unwavering commitment to excellence, relationship-building, and driving growth and efficiency continues to inspire her colleagues and contribute to the company’s success.