HeroITES: Leadership Team
Ralph Bonaduce - Chief Operating Officer.
As COO of HeroITES, Ralph is responsible for inbound, outbound and BPO operations for our entire client base. His overarching objective is to provide a “world class” operations delivery platform which process oriented and results driven. This philosophy is essential to providing clients with the type of service they expect and to organically grow our existing client base into the future. HeroITES maintains a “fast and flexible” approach to managing our operations as we clearly understand the dynamics of this industry and the ever changing needs of our clients. Another integral operational priority is to deliver consistent performance and Quality which can only be achieved through the practice of sound internal business process and measurement systems. Supported by a very strong, experienced and highly motivated operational leadership team, HeroITES has the right combination of people, process and technology to satisfy our customers and to be successful in this highly competitive industry.
Prior to joining our team Ralph spent six years with LiveBridge/ACS-inc in Portland Or. USA. Over the last five years Ralph served as Vice President of Global Operations. His responsibilities included all inbound, outbound, and BPO operations in the US, Canada, India and Argentina. In addition, he led the Strategic Business Unit for their largest client, Verizon Wireless, which provided Customer Care, BPO and phone number portability services. This cross-functional team was comprised of Account Management, Training, Quality, center Operations, Workforce Management and staffing personnel in three centers in the Pacific Northwest. The SBU team delivered outstanding results especially in the area of Quality and Operations performance and helped to ensure the ongoing success and growth of this client. In addition to Verizon Wireless other key clients included JPMorgan Chase, Capital One, Sears Financial Services, MCI, Verizon land line and Electrolux.
His scope of responsibility included seven centers in four countries and four thouand employees world wide. Ralph was responsible for building a world class operations team that was process oriented, results driven and keenly focused on client satisfaction. These results were achieved through the implementation of Total Quality Management principles focused on business process development and interactive measurement systems. In addition, a highly motivated and empowered employee team was a key ingredient to the overall success of his team.
Prior to his role in Operations, he served nearly two years as Vice President of Client Services for LiveBridge. In this position he and his team were responsible for managing many fortune 500 relationships with clients such as Verizon Wireless, JPMorgan Chase, Capital One, Sears Financial services, MCI. In this capacity he was responsible for ensuring that clients program objectives were clearly understand and communicated within the organization and that these objectives were met or exceeded on a consistent basis. In addition, he oversaw new client program launches to assist with ensuring that new programs were successfully implemented and that key performance objectives were met as effectively and as quickly as possible.
Ralph graduated from Lewis and Clark College in Portland, Oregon with a BA in Business Administration with an emphasis in Marketing. His post graduate studies include the Management Development program at Northwest Natural Gas co, as well as Marketing studies with the University of Oregon. Ralph’s experience in managing client relationships, driving operational results, international business experience and leading large teams across multiple countries will assist him greatly in his new role with HeroITES.
