We are a global network of local specialists

About Transcom

People have high expectations on our clients. Freedom, access, immediate results. The whole world at their fingertips. We exist to bridge the gaps, provide clarity, untangle and solve. We are united through endless curiosity and a passion for helping people.

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 26,000 customer experience specialists, at 50 contact centers and a large network of home agents, across 22 countries, delivering services in 33 languages to international brands in various industries. We are Transcom.

More about Transcom Philippines

Our Vision

Making life simpler by creating smarter people experiences

Our Mission

We are the voice of our clients
– A global service partner who combines passionate human talent with intelligent technology to create smarter people experiences

Our Value Proposition

Passionate about creating smarter people experiences every day

What this means to our…

Clients' customers

Interactions that make their lives easy today and every day

Clients

Customers who enjoy more, buy more, and come back often

Transcom

Deeper relationships, inspired employees

Our People
Passionate human talent empowered by intelligent technology

An engaged, skilled, and enthusiastic workforce is key to be able to create smarter people experiences and excellent customer service. We understand the value of supporting high performing employees, retaining and investing in our talents.

Training and learning solutions

We offer our employees a stimulating working experience and robust career development opportunities to continuously improve our employees’ skills and foster innovation.

Through our internal career and leadership programs we successfully transform our employees into excellent future leaders and specialists.

Our digitalized recruitment process is an efficient and objective way of making sure we and our prospective employees are a good fit for each other while minimizing any risk of prejudice.

We are proud of the role we play in the lives of our current and former employees. Providing a platform for career development for young talents, our customer care specialists learn to strengthen their communication and technology skills in a dynamic environment.

We are continuously improving, evaluating best practices to achieve more consistent results and outcomes. By doing this, we are driving world class performance and delivery positioning Transcom as one of the key players in the outsourcing and customer experience industry.

Our Social Responsibility
Sustainability is an integral part of our corporate strategy, business culture, and day-to-day operations.

Our CSR program Transcom Cares consists of three focus areas: people development, equality & diversity, and community engagement.

Read our latest Sustainability Report

We aim to create honest, flexible, safe and comfortable working environments where our people can develop their careers and thrive in their working lives.

We are a forerunner in equality and diversity, focused on attracting and retaining top talent to build a truly global company prepared to meet and deliver towards diverse business cultures in all corners of the world.

We have a strong commitment to the communities in which we operate.  Many of our community engagement activities depend on our employees’ passion to contribute their time and energy, making us all proud to work at Transcom.

Transcom fully supports the ten principles of the UN Global Compact with respect to human rights, labor rights, environmental care and anti-corruption work.

Jonas Dahlberg

President & CEO

Jonas Dahlberg

President & CEO

Jonas Dahlberg joined Transcom in June 2019 as Chief Financial Officer (CFO), and was promoted to President & CEO in January, 2020.

Before joining Transcom, Jonas was the CFO for Sweco Group. He was previously President of Sweco Russia and Sweco’s director of business development. Before joining Sweco in 2008, Jonas was Associate Principal at McKinsey & Company.

Jonas holds an M.Sc. in engineering physics and a B.Sc. in business administration.

Snejana Koleva

Chief Financial Officer

Snejana Koleva

Chief Financial Officer

Snejana Koleva joined Transcom as CFO in August, 2020. Prior to joining Transcom, Snejana was the Finance Director for the Rock Tools Division at Sandvik. She was previously VP Strategy for Sandvik Mining & Rock Technology, and Business Development Manager, Business Area Mining & Business Area Construction. Before joining Sandvik in 2013, Snejana was Engagement Manager at McKinsey & Company.

Snejana holds an MBA from Stockholm School of Economics and a B.Sc. and M.Sc. in Finance from the University of National and World Economy in Sofia, Bulgaria.

Eva Wikmark Walin

Chief People Officer (CPO)

Eva Wikmark Walin

Chief People Officer (CPO)

Eva Wikmark Walin has extensive experience working with Global HR and talent management, talent acquisition as well as transition and transformation management (M&A) with many years in IBM Global Services amongst other companies. Her background is Senior managing consultant, Nordic and European business leader, HR director as well as Global Customer Service director within IT and Telco industry since 25 years.

Business economics and psychology studies contributes to a degree within cognitive behavior therapy where her passion shows for leadership development, people and culture as certified coach and leadership trainer. 

Eva has a career as professional board member, she is part of the Advisory Board for Executive Hub in Stockholm as well as the Founder of a nonprofit organization supporting Orphanages in Estonia, due to her Estonian origin.

Stefan Berg

Chief Technology Officer (CTO)

Stefan Berg

Chief Technology Officer (CTO)

Stefan joined Transcom in September 2018, as Chief Technology Officer. Stefan has a background within Computer Science and Software Engineering, and his career spans notable positions in well-known brands as well as startups, such as Business Area Manager for Cybercom Group, CIO for Sweden’s largest MSO/ISP Com Hem AB, and most recently, VP Connected Consumer Solutions Electrolux, where he previously served as VP of Operations and Technology.

Donald Berryman

EVP - Chief Commercial Officer - North America

Donald Berryman

EVP - Chief Commercial Officer - North America

Donald Berryman joined Transcom in March 2020 as EVP - Chief Commercial Officer, North America. 

Donald has over 30 years’ experience working with customer service. Before joining Transcom, Donald was Managing Partner, DB Management Group, and he previously spent over a decade in leading positions at Sitel, most recently as global EVP – Chief Commercial Officer. 

Donald holds a BS in Economics from the Michigan State University. 

Oliver Cook

Chief Commercial Officer - Europe

Oliver Cook

Chief Commercial Officer - Europe

Oliver joined Transcom in 2018 as the Head of Sales for the Central Cluster, and was promoted to Chief Sales Officer in June, 2019, and Chief Commercial Officer - Europe in 2020. Oliver is an experienced Sales, Business- and Corporate Development Executive with extensive international experience in the BPO/ITO/Digital sector with a special focus on carve out deals. 

Oliver’s career spans senior business development and sales positions in corporations such as walter services, Sitel, and Teleperformance. 

Prior to joining Transcom, he was the Senior Director of Business Development with diconium GmbH where the focus was to build, operate and transfer deals in the digital environment.

Mark Lyndsell

Chief Executive Officer, Global English Region

Mark Lyndsell

Chief Executive Officer, Global English Region

Mark joined Transcom in 2009 as Senior Director for UK & European Accounts based in the Philippines. More recently, Mark was ​Country Manager for UK & Asia Pacific Accounts with responsibility for both the operational delivery and client relationship management of major UK, Australian and New Zealand clients serviced out of the Philippines. Mark was appointed General Manager Asia & UK in June 2016, and most recently CEO, Global English Region, in January, 2018.

Prior to joining Transcom, Mark held senior positions in organizations such as Tiscali Telecom, UK Broadband (A PCCW Subsidiary), The Telegraph Group, Nextcall, and BT Cellnet & Optimal Communications. Mark has over 25 years' experience within the telecom and BPO industries.

Mark joined the British Army straight from school where he trained in the Royal Corps of Signals.

Alexandra Dahan

Head of Corporate Projects

Alexandra Dahan

Head of Corporate Projects

Helene Ruda

Head of Group Communications

Helene Ruda

Head of Group Communications

Steffen Bagge

Chief Operating Officer, Europe

Steffen Bagge

Chief Operating Officer, Europe

Steffen Bagge joined Transcom as the Chief Operating Officer Europe in August, 2019. He has over 14 years’ experience of leading roles within BPO and sales operations. Steffen is experienced in driving transformational changes and has a proven track record in driving substantial growth and improving performance.

Before joining Transcom, Steffen was SVP, Head of Customer Contact Centers at YouSee and TDC and was a part one of the biggest digital transformation projects in Danish history. Prior to TDC Steffen held the position as Country Director, Head of Nordics at Sitel. 

Steffen has also co-founded and held the position as Member of the Board of Plecto, a real-time business intelligence dashboard, now operating in 60 countries. 

Steffen holds a BA in Business Administration from Copenhagen Business School.

Pernilla Oldmark

General Manager, Nordic Cluster

Pernilla Oldmark

General Manager, Nordic Cluster

Pernilla joined Transcom in 2018 as General Manager for the Nordics. She has more than 20 years of experience from the Telecom and Service industry and in driving change in commercial organizations.

Prior to joining Transcom, Pernilla was Chief Commercial Officer for Cabonline Group, responsible for customer service, communication, marketing and sales for all brands within the Group. Before Cabonline, Pernilla spent 19 years at Tele2 in various senior positions, most recently as Communications and Marketing Director.

Pernilla holds a Master of Law from Stockholm University, Sweden.

Juan Brun

General Manager, Iberia Cluster

Juan Brun

General Manager, Iberia Cluster

Juan’s experience in the contact center industry spans more than ten years. In recent years, he has been responsible for operations in various countries and regions, e.g. in Iberia, Latin America and EMEA.

Juan’s extensive career with Transcom began in 2002 and, after a short period as Director of Operations for another company in the industry, he rejoined Transcom in 2016 as Country Manager for Iberia, with responsibility for operations in Spain and Portugal.

Juan holds a Degree in Law from the Complutense University of Madrid, an MBA from the University of León and a GMP (General Management Program) from IESE Business School.

Gianluca Gemma

General Manager, Italy Cluster

Gianluca Gemma

General Manager, Italy Cluster

Gianluca joined Transcom in 2012 as Head of Finance in Luxembourg, with responsibility for Transcom Group’s accounting and controlling, financial statements and consolidated financial statements. Since then he has held increasingly important positions, and advanced to his current position as GM Italy Cluster in January, 2018.

Prior to joining Transcom, Gianluca gained experience in several industries such as Communications, Insurance, Fashion and Energy where he played different roles in the finance area, such as Internal Auditor and Group Controller. He served large organizations like Falck Renewables, H3G, Prada, PwC and the Unipol Group.

Gianluca holds a Masters Degree in Business and Administration from the Bocconi Business School in Milan.

Robert Kresing

General Manager, Central Cluster

Robert Kresing

General Manager, Central Cluster

Robert joined Transcom in April 2019 as General Manager for the Central Cluster.

Prior to joining Transcom, Robert spent ten years in leading positions at arvato Bertelsmann AG, including establishing and managing the country organizations in Latin America. He continued his career as the Managing Partner for BPO at Accenture and held the position as COO and interim CEO for ExtraEnergie Group in Germany. Robert most recently co-founded and held the position as Managing Director at Terram Energy, a startup energy supplier in Germany focusing on the consumer and SME markets.

Robert holds a BA in International Management from the International Partnership of Business Schools (IPBS).

Aaron Favara

Senior Vice President, Global Accounts & Virtual Work

Aaron Favara

Senior Vice President, Global Accounts & Virtual Work

Aaron Favara has over 18 years’ experience in P&L, operations, product and delivery roles within the IT/BPO sectors, having held global executive BPO roles at Sutherland, Arise Virtual Solutions, and West Corporation. He is also the Co-Founder and former Chief Operations Officer and Treasurer of PICKUP, a startup logistics company that is rapidly becoming the US national retailer’s choice for last, fast mile delivery solutions. 

Aaron is a military veteran of the US Army Reserve, and holds a MBA in Management with International Emphasis and a BSBA in Economics from the University of Nebraska at Omaha.

Fredrik Cappelen

Chairman

Fredrik Cappelen

Chairman

Elected to the Board in 2015, chairman since 2017

Born: 1957

Nationality: Swedish

Other assignments: Chairman of the board of directors of Dustin Group AB, Dometic AB and Terveystalo Oy, and board member of Securitas AB.

Previously the chairman of the board of directors of Byggmax Group AB, Svedbergs i Dalstorp AB, Sanitec Oy, Granngården AB, Munksjö AB, Munksjö Holding AB, GG Holding AB, Carnegie Holding AB and Carnegie Investment Bank AB as well as board member in Cramo Oy, Munksjö Oy and WPO Service AB.

Mr. Cappelen holds a MSc in Economics from Uppsala University.

Mattias Holmström

Elected to the Board in 2017

Mattias Holmström

Elected to the Board in 2017

Born: 1983

Nationality: Swedish citizen

Other assignments: Member of the board of Meltwater Group

Mattias Holmström is a director at Altor Equity Partner AB. In addition, Mattias Holmström is a board member of Meltwater Group. Mattias Holmström holds an MSc in Industrial Engineering and Management from KTH Royal Institute of Technology.

Klas Johansson

Elected to the Board in 2015

Klas Johansson

Elected to the Board in 2015

Born: 1976

Nationality: Swedish citizen

Other assignments: Board member of Carnegie, CTEK, Gelato Group and Nova Austral.

Klas Johansson is a Partner at Altor. Previously, Klas was an employee of McKinsey & Company and has served as board member of Ewos and deputy board member of Lindorff.

Mr. Johansson holds a MSc from the Stockholm School of Economics.

Brent J. Welch

Elected to the board in 2020

Brent J. Welch

Elected to the board in 2020

Born: 1956

Nationality: American

Brent Welch is currently Principal for Uinta Consulting, providing business strategies and management consulting services. He previously spent 13 years in executive positions with Teleperformance, most recently as the global COO. Brent has over 35 years of experience running global operations.

Brent holds a Bachelor's Degree in Mass Communication/Media from the University of Utah.

Eivind Roald

Elected to the board in 2018

Eivind Roald

Elected to the board in 2018

Born: 1966

Nationality: Norwegian

Eivind Roald is an industrial advisor with Altor Equity Partners. He previously served as Chief Commercial Officer and Executive Vice President at SAS AB since 2012. Before he joined SAS he was the Managing Director for Hewlett-Packard Norway from 2005-2012.

Alfred von Platen

Elected to the board in 2018

Alfred von Platen

Elected to the board in 2018

Born: 1968

Nationality: Swedish

Alfred von Platen was until December 2018 the CEO of Xzakt Kundrelation AB. Before that, he had a position as Marketing manager at the London Stock Exchange Nordic Regional Office. Previously 25 years entrepreneurship within the Finance and Customer Service industries.

Mark Lyndsell

CEO Global English Region

Mark Lyndsell

CEO Global English Region
Mark joined Transcom in 2009 as Senior Director for UK & European Accounts based in the Philippines. More recently, Mark was Country Manager for UK & Asia Pacific Accounts with responsibility for both the operational delivery and client relationship management of major UK, Australian and New Zealand clients serviced out of the Philippines. Mark was appointed General Manager Asia & UK in June 2016, and most recently CEO, Global English Region, in January, 2018.

Prior to joining Transcom, Mark held senior positions in organizations such as Tiscali Telecom, UK Broadband (A PCCW Subsidiary), The Telegraph Group, NextCall, BT Cellnet & Optimal Communications. Mark has over 25 years' experience within the telecom and BPO industries.

Mark joined the British Army straight from school where he trained in the Royal Corps of Signals.

Sohit Saundh

CFO – Global English Region

Sohit Saundh

CFO – Global English Region
Sohit began his career with Transcom on February 24, 2020. He is a highly experienced finance professional with a proven track record and expertise spanning over 19 years.

Sohit has taken various key executive positions with multinational scope in various reputable BPO companies and financial institutions. His experience does not only cover the critical facets of corporate financial management but also includes immersion in strategizing for growth and expansion, change management, talent development and retention, and enterprise resource planning system setup.

Caroline Co

SVP- HR/Regional People Officer – GER

Caroline Co

SVP- HR/Regional People Officer – GER
Carol joined Transcom in May 2020, she has a track record of improving employee engagement scores, as well as spearheading continuous improvement efforts and building high performance teams, all while fostering a supportive environment. Carol brings a wealth of experience in HR Shared Services, General Human Resources, Employee Relations, Employee Welfare and Development, and Employee Engagement and Communications.

David Larkworthy

SVP - Business Support and Shared Services

David Larkworthy

SVP - Business Support and Shared Services
David Larkworthy is a career ex-patriate having lived and worked in thirteen countries performing senior executive positions with American Express, Citibank, and Western Union. Prior to joining Transcom David was involved with a start-up organization and set up an offshore bank in Malta. Since joining Transcom in 2017 David has led the UK business and from January 2019 has fulfilled the COO role for the Global English Region responsible for supporting and developing the following functions:

- Business Excellence and Transcom Way of Working
- Compliance and Security
- Project Management (PMO)
- Transformation (PMO)
- Facilities
- BCP/DRP
- Real Estate

Aaron Favara

SVP – Global Accounts & Virtual Work

Aaron Favara

SVP – Global Accounts & Virtual Work
Aaron Favara joined Transcom in February 2019 as Senior Vice President, Global Accounts & Virtual Work. He is an experienced executive and entrepreneur with over 18 years P&L, operations, product, and delivery roles in IT/BPO services with a wide range of partners and industries including new start-ups, Fortune 100 companies, government organizations, and non-profits. He is also the Co-Founder and former Chief Operating Officer & Treasurer of PICKUP, a start-up technology logistics company that leverages the on-demand economy. Aaron led PICKUP from initial concept stage through several angel seed rounds and regional expansions, leading most recently to a successful Series A round and US national expansion.

Prior to Transcom, Aaron held the role of Vice President, Global Head of Remote Engagement Solutions at Sutherland, where he led the end-to-end transformation of an underperforming traditional seat business into an industry-leading global platform with differentiated performance and profitability, including innovative digital solutions and penetrating new geographies including Europe, Middle East, Latin America, and Asia. Prior to this, Aaron held the role of Vice President of Client Results at Arise Virtual Solutions, where he was directly responsible for managing top strategic accounts and was a key member of the leadership team that more than doubled the size of the company over 3 years, and led expansions into Canada and the United Kingdom. Prior to joining Arise, Aaron served as Director of Client Operations at West Corporation, where he had direct oversight regarding client delivery and platform services.

Aaron is a military veteran of the US Army Reserve. He holds an MBA in Management with International Emphasis and a BSBA in Economics from the University of Nebraska at Omaha.

Kim De Guzman

SVP – Client Delivery/Operational Shared Services

Kim De Guzman

SVP – Client Delivery/Operational Shared Services
Kim has 19 years of experience in the BPO industry and has been with Transcom for 9 years. She has years of experience on WFM, Travel Account, Consumer Electronics and Telco Campaigns from different Global regions.

Through the course of her employment with Transcom, she has gone through Green Belt Six Sigma Training from Ateneo CCE in February 2014 and became a certified Registered COPC coordinator in March 2015. By October 2017, Kim got certified as COPC Implementation Leader. Kim also recently completed a Leadership course in Harvard Business School Online from January 2020-April 2020.

Kim has demonstrated a level of commitment, focus and operational excellence that is second to none, making her the first RGM "Above and Beyond" Leadership awardee for Asia in One Transcom Congress in February 2016 followed by Transcom Value - Passion Awardee, in February 2017.

Craig Buckley

SVP – Client Delivery

Craig Buckley

SVP – Client Delivery
Craig joined Transcom in 2018 with the primary responsibility to lead the Comcast operations across the various delivery sites in the Philippines. Craig brought with him over 20 years’ worth of extensive BPO experience having held various senior roles in some large scale organizations. Now a permanent resident in the Philippines for over 10 years based in central Visayas in the heart of the Comcast operations.

Extensive experience in the Financial Services, Telecommunications and Shared Service sectors specializing in organizational transformation and cultural leadership.

Passionate about developing people and setting new standards of customer experience with particular expertise in implementing NPS (Net Promoter) models and continuous improvement methodology (Systems Thinking).

Craig Studied Accountancy at the London Business School receiving an ACCA Diploma.

Emily Bais

VP – Client Delivery

Emily Bais

VP – Client Delivery
Emily has been in the contact center industry since 1997 and joined Transcom in 2010 as an Operations Director. In the short period Emily has joined the team, she has managed to turn the performance of one of our challenged campaigns to green, established consistency of performance and provided a healthier work environment for its leaders and associates.

Emily is highly strategic in her approach in managing her vertical. She is very particular about what customers are saying and creates initiatives that focus on taking customer experience to the next level. As she is keen on constantly improving customer satisfaction, she is as passionate about improving employee satisfaction. Her initiatives have resulted to improved efficiency, lowered attrition and increased employee satisfaction. She is committed to upholding business integrity and manages her programs with that goal in mind.

Emily has extensive background in the contact center industry and has a wealth of knowledge in the overall aspects of the business. Her experience has largely contributed to the growth of our Philippine site. She has played a key role in winning new businesses for Transcom Philippines. She has successfully launched four major brands of Transcom in Logistics, eCommerce, Technology and Healthcare.

She holds a degree in Business Administration from De La Salle University.

Neil Vargas

VP – Client Delivery

Neil Vargas

VP – Client Delivery
Neil joined Transcom last April 2019.
Prior to Transcom, Neil has joined various reputable BPO companies within a span of at least 20 years. His story is one of those amazing BPO career stories which show how one can successfully move from a customer representative role and gradually to a senior management function. His last seven years were spent in general management and operations executive functions where he has demonstrated his ability to drive revenue and grow a business.

Neil has a degree in Bachelor of Arts focused in HRM from DLSU - College of St. Benilde

Jun Abo

VP – Talent Acquisition

Jun Abo

VP – Talent Acquisition
Jun joined Transcom in July 2015. He has worked with various companies in different senior leadership positions, particularly in human resources, and has been known in the Talent Acquisition community as the Fairy Job Father who grants job wishes and makes career dreams come true. He oversees digital marketing, strategic sourcing and recruitment in Transcom.

Jun earned a degree in Accountancy but found his true passion in HR. Fabulous as he is in his HR career, Jun sees his role as a steward. Those who have worked with him can attest how he exercises good stewardship over anything, big or small, entrusted to his care.

Jeremy Ware

VP – Business Intelligence and Innovation

Jeremy Ware

VP – Business Intelligence and Innovation
Jez has over 15 years of combined work experience in consulting and technology. He is currently leading the Innovation and Business Intelligence teams for the Global English Region. Jez has extensive experience implementing and managing SAP systems in both the HR and Finance modules.

More recently Jez became a certified RPA developer while leading RPA implementation programs. He has twice been requested as guest speaker at the Philippines RPA Summit to share his knowledge with peers. He has led the development of a number of mobile and web applications leveraging the agile project management methodology.

Aron Bodin

IT Business Partner

Aron Bodin

IT Business Partner
Aron began his career as CSR in a BPO over 15 years ago. Working his way through various projects both as a customer and vendor of BPO services Aron has an understanding of both Customer and Agent Experience and Expectations. Aron has spent the last decade within CX and IT in the Telecom sector. Aron has been a core part of telecom startup Net1 in Scandinavia, and the last two years before joining Transcom as CIO of Net1s Philippine operations.

Ownership structure
Transcom is a privately owned company. Altor Fund IV is the majority owner, alongside significant minority investor Gunilla von Platen (previous founder and owner of Xzakt Kundrelation), as well as key people from the Transcom management team.

About Altor

Altor is a family of private equity funds focused on investing in and developing medium sized companies to create enduring values and make a real difference as a valuable partner for owners and managers in building world class companies. Leading international institutional investors have committed a total of EUR 5.8 billion to the four Altor funds. Altor actively seek to build and develop businesses in partnership with the prior owners and have achieved such co-ownerships in a majority of their investments.