itel's Top-Notch Team Has Expanded
Meet the new additions to itel’s Sales and Operations teams. Their combined experience and expertise will add to our already amazing leadership and will propel our company forward into the next phase of growth.
Welcome to the itel family!
Learn more about each one by clicking on their bios.
Meet the New Members of Our Operations Team
Boris Espinel
Executive Vice President of Operations
Boris is a driver of organizational change and success. A natural leader, with over 22 years of experience in business process outsourcing, he is "obsessed with setting up and maintaining a joyful work environment."
Ready to tackle any challenge head-on, he has an entrepreneurial mindset that has led to a proven track record of deploying revenue-generating operations across countries and cultures, with the ability to pivot on demand, while still providing strategic vision and decisive action customized to each client.
Boris is bilingual, and speaks several languages, including Spanish, English, and Portuguese. He also has a 18-year tenure with the technology giant, IBM.
Neil O’Hanlon
SVP of Operations
Neil has extensive telecommunications experience and has previously held operational and customer experience roles with British Telecom and Vodafone. More recently, he spent 5 years at Digicel Group as Director of Customer Experience, supporting both mobile and in-home customer operations across 32 countries. In this role, he spearheaded the digital service and agent experience transformation from inception to launch, which included the implementation of knowledge management and omnichannel service platforms. He also delivered a multilingual conversational chatbot which drove 40% of overall contact to digital channels – reducing operational expenses, while also streamlining the agent experience and minimizing customer effort. Neil is originally from Dublin, Ireland. He now lives in Kingston, Jamaica with his wife Orlagh and three sons Evan, Max, and Blake. His interests include all types of music, especially rock and electronic. He is also a keen cook in his spare time and is a football enthusiast and avid Manchester United fan.
Tamara Ricketts-Brown
SVP of Account Management
Tamara Ricketts-Brown is a BPO Executive with over 20 years' experience in business process outsourcing across key areas such as onshore to offshore migration, operations management, and functional support leadership. Tamara has a strong background in leading multiple sites, managing a staff complement of over 3,000 employees. She also specializes in managing financial portfolios of over $50 million dollars USD in annual revenue across Retail, Banking and Travel verticals.
Tamara has an MBA from the University of Sunderland and is a mentor to 65 high school students at the grade 12 level. She is married with 2 children, enjoys staycations and spending quality time with family. Her favorite food is curry shrimp.
Veda Sami
VP of Operational Excellence
Veda brings 10 years of experience in call center operations and management, sales, accounts management and client relationship management. She has taken strategic management approaches to improve the customer experience across multiple sites and lines of business in Jamaica and the USA, within industries such as Banking, Home Services, Telecommunications and Technology. Some areas she is passionate about in her career include the creation of great business partnerships, with all stakeholders, meeting and exceeding client expectations, employee engagement, leadership development and mentorship and efficiency management. Veda moved to Jamaica 13 years ago from Guyana and now lives in Montego Bay with her husband Andre and daughter Abigail. She continues to give back to society through various charities focused on education, mentorship and child welfare.
Meet the New Members of Our Sales Team
Mark Marion
VP of Sales
Mark partners with clients to drive breakthrough improvements in customer experience. He has worked for nearly 30 years in the BPO industry, and has contributed to Fortune 500 and digital-native innovators across industries such as financial services, communications, retail, consumer electronics, and transportation. Mark has implemented strategies and operations around the globe, including in the Caribbean, Central and South America, USA, Canada, Europe, and Asia. Mark and his wife Diane have six children, and reside in Colorado, where they enjoy outdoor activities year-round.
Jordan Holbrook
VP of Sales
Jordan Holbrook has been in the BPO space since 2014 and served in a variety of business development, sales, and account management roles for almost 20 years, achieving top performer status with each assignment. Along with his contact center expertise and experience working with the healthcare payor market, Jordan brings a consultant approach and genuine passion to help prospective clients achieve their goals with the right solutions. As a Vice President of Sales, Jordan has the responsibility for bringing on new business with itel, while contributing to the overall needs of the sales team. Jordan lives in Florida with his wife, Bree Holbrook, and their three children, Kord, Eastin, and Pace.
Geoffrey Hudson
Business Development Manager
Geoffrey Hudson is a game changing interaction strategist who yields results. He is a multi-skilled professional with demonstrated expertise in business processing and outsourcing, organizational leadership, sales, marketing engineering, human resources management, process improvement, fiscal management, and community outreach. Not only is he an exceptional team player, but he is also a team builder and visionary with proven business acumen which allows him to hyper perform. His extensive operations and leadership expertise has given him a phenomenal record of success developing and leading large organizations in complex, high-value, multidisciplinary efforts.