Learn about Who We Are, our leadership team and our journey through the years.
Learn about Who We Are, our leadership team and our journey through the years.
About Us
About
Building Great & Consistent Customer experiences - across every channel, every interaction, every day – is not so simple. The always on, digital multichannel world in which we live creates challenges for companies and customers alike. Companies, trying to adapt to a new world of connectivity, are faced with disconnected technology systems, data silos, outdated processes, and rising costs. Customers, increasingly empowered by technology, demand a better experience in exchange for their loyalty.
We have built our business around the concept and ultimate goal of aiding out clients maintain & grow their relationships with customers, because we know how crucial the relationship between brands and customers truly is. Industry-leading services help our clients unify the customer experience across the entire customer engagement value chain, delivering greater impact in terms of increased revenue, improved profitability and deeper customer loyalty.
Meet The Team
Our leadership team has deep service, operations, partnership and technology experience at brand name U.S. and International Companies. The Team lives/works in LATAM and U.S. today, and has extensive experience supporting clients-customers in U.S., Europe and Asia.
Alejandro Graham
CEO
Ali Viqhar
VP Strategic Projects
David Levy
Director of Business
Development
Patrick Mckay
SVP/GM. Sales
& Channels
Roger Peña
CIO/CISO
Federico Gadea
Director of Global
Services Delivery
Fanny Calvo
Corporate Quality
Manager
Marjourie Alvarez
Compliance Manager
Francisco Flores
IT Manager
Claudia Borge
InfoSec Manager
Paul Wheelock
Procurement & Facilities
Manager
Mario Mora
Corporate Training
Manager
Erick Reyna
Site Director Nicaragua
Pabla Hernandez
Corporate Comptroller
Cynthia Mairena
Head of People
Celia Mairena
Compensation & Benefits
Manager
Enrique Acero
Organization Development
Manager
Alejandro Graham
CEO
Ali Viqhar
VP Strategic Projects
David Levy
Director of Business
Development
Patrick Mckay
SVP/GM. Sales
& Channels
Roger Peña
CIO/CISO
Fanny Calvo
Corporate Quality
Manager
Marjourie Alvarez
Compliance Manager
Francisco Flores
IT Manager
Claudia Borge
InfoSec Manager
Paul Wheelock
Procurement & Facilities
Manager
Mario Mora
Corporate Training
Manager
Erick Reyna
Site Director Nicaragua
Pabla Hernandez
Corporate Comptroller
Cynthia Mairena
Head of People
Celia Mairena
Compensation & Benefits
Manager
Enrique Acero
Organization Development
Manager
Federico Gadea
Director of Global
Services Delivery
Timeline
Accedo Through The Years
2009
- Construction of Accedo Park first Delivery Center begins.
- Accedo signs Business Alliance with [24]7-Inc.
2010
- Completition of Accedo Park and first Delivery Center.
- Large US Retailer signs contract for 70 E-Commerce/Customer Care agents.
- Phone caption selects Accedo for Online Transcription Services for the US Hearing Impaired.
- Large US Retailers ramps to 250 FTE's.
2012
- Fortune 100 Retailer adds Second Line of Business with 90 Credit Card Customer Care Agents.
- Major Web Seeking Portal selects Accedo for Web Software Development Pilot.
- Fortune 100 Retailers adds Third Line of Business with Executive Responses Queue.
- Delivery Center Ramps Down to 250 FTEs after succesful Holiday Season.
Accedo
2013
- Retailer Renews Contract and Doubles Head Count.
- Major Web Seeking Portal leaves Pilot and begins Accelerated Ramp.
2014
- Retailer 1 plans ramp up of 250 additional Customer Care agents by November.
- Retailer 2 plans ramp up of 340 additional Customer Care agents by November.
Through
2015
- Construction of Accedo's second delivery center begins in Pereira, Colombia.
- Major global communication company sign contract with Accedo in Colombia and begins operations with 380 agents.
2016
- Construction of Accedo's third delivery center begins in Bucaramanga, Colombia.
2017
- Accedo Earned/Ranked #1 (out of 11) CSAT Intl. Provider for Fortune 50 Retailer.
- Accedo Colombia Team reaches 1200 Associates.
- Second Bucaramanga Colombia Center Opened.
- Existing Mobile & Technology Client expands to 1,100 Associates. Serving 7 Business lines.
The Years
2018
- US Healthcare Provider selects Accedo as US Billing BPO Provider.
- Looking at 4th Center Colombia Expands FTE.
2019
- 4th Center in Colombia fully operating in Bogota.
- North American Retailer of Energy & Energy Services selects Accedo.
The Years
2020
- The fastest-growing US Tech Company in the US chooses Accedo as their New BPO provider to meet high volume demands generated by COVID-19 lockdowns.
- #1 US Luxury Retail Brand selects Accedo as their BPO Partner and starts ramp-up for their busiest season.
- Private US Health Insurance Company opens operations at Accedo.
- #1 Consumer Electronics & Video Game Company to start operations at Accedo.
- 5th center expansion in the works
