Who We Are

20+

Experience

Building Engagement Locally

One Contact Inc. (OCI) is a mid-size, BPO (Business Process Outsourcing) solutions provider focused on delivering added value for our clients at each touch point along the customer journey. Our strength is in our ability to tackle often challenging client support requirements that do not fit into many traditional outsourcing environments.

These challenges may be due to the specific agent skills required, duration of the project, the event or seasonal nature of the volumes, the requirements for coverage, service levels, the variety of contact types needing to be supported, the telephony or system integration required to provide the support. In all cases we have demonstrated time and again our ability to provide the flexibility and scalability our clients require without sacrifice to our compliance and security rigor to provide customized customer engagement solutions designed to be an extension of your operations.

OCI is not a single solution provider, so we have the ability to provide an omnichannel solution that evolves and expands as our clients need. We have extensive senior leadership experience and can provide local, high-quality solutions that drive value for our clients and their customers.

Our Team, Dedicated to Your Business

Terri Mitchell

SVP Operations

With over two decades of experience in the Contact Center industry, Terri has cultivated a deep understanding of what it takes to drive operational excellence and client satisfaction. Terri has led the turnaround of underperforming operations into high performance and highly profitable business. She has had the privilege of leading strategic relationships crucial to advancing organization goals and have consistently delivered increased revenues, elevated client satisfaction levels, and impressive retention rates.

John Elksnitis

Director, Solutions

Architecture and Development
John has 19 years of experience as a hands-on technology leader and implementor in the contact center, and customer support and service industries. He has a proven track record of successfully delivering technology projects across a wide range of integrations and infrastructures. He is a process-driven and creative problem solver and contributes to One Contact’s success from an end-to-end technology perspective, including business and requirements analysis, solutions architecture, implementation delivery and support.

Desiree McAskill

Program Manager

Over the last fifteen years, Desiree McAskill has refined a diverse skill set, rendering her an expert Program Manager. Demonstrating a consistent ability to exceed expectations, Desiree excels in handling various tasks and ensuring timely project completion. She recognizes the significance of maintaining a careful balance between quality and budget throughout project lifecycles and possesses exceptional problem-solving and decision-making talent. Desiree takes on her role with vigor, passion, and unwavering commitment.

Nazlene Hamid

Program Manager

Nazlene is a seasoned Program Manager with over 17 years of extensive experience in successfully overseeing training, quality, customer service, and transitioning new programs. With a proven track record of delivering results, Nazlene excels in developing strategic plans, managing cross-functional teams, and driving continuous improvement initiatives. Her expertise lies in optimizing training methodologies, enhancing customer satisfaction, and seamlessly integrating new programs into existing workflows. Known for her strong leadership skills and ability to foster collaboration, Nazlene dedicated to achieving organizational goals and exceeding expectations.

Simon Bustillo

Program Manager

A seasoned professional with over 12 years of experience in call center and workforce management. With a focus on efficiency and customer satisfaction, Simon excels in leading teams to success. His strategic insights and attention to detail have consistently improved operational performance. From streamlining processes to providing personalized coaching, Simon is dedicated to excellence in call center operations.

Safa Zilaie

Manager Information Technology

A seasoned technology professional with a robust background in managing and optimizing technology solutions within call center environments. With nearly 15 years of experience in the industry, Safa brings a wealth of expertise in implementing cutting-edge technology to streamline operations and enhance customer experiences. Working closely with all stakeholders, Safa excels at developing and executing strategic initiatives to drive efficiency, improve service levels, and achieve key performance indicators. Driven by a passion for innovation, Safa is constantly exploring emerging technologies and best practices to stay ahead of industry trends.

Join our team

Whether you're starting your career or seeking advancement, we welcome passionate individuals ready to make a difference in customer engagement. Explore our current openings and take the next step toward a fulfilling career with One Contact.