ABOUT IBEX

IBEX works undercover for some of the best companies in the world, delivering superior support to their customers -- it is our mission. We focus on providing the environment, selection process, benefits, and training to ensure that we have agents of the highest caliber. We know a quality agent makes the difference for customers and how a great customer experience influences how they feel about the brand they have chosen.

We have the solutions, locations and the infrastructure to support and grow your company. The red glasses signify that our agents have been fully trained, accept their client mission and are confident they can deliver world class customer service.

For them it is a mission possible.

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Our Performance Drives Disruption

IBEX Global knows how to deliver great customer service. It is our mission. We have become THE service disrupter in the world of business process outsourcing and we consistently deliver better performance than our competitors. We are the best alternative to the billion dollar players and we are equipped to perform at the highest levels each and every day. Finding the right solution to fit your business needs and delivering on those time and time again is what we do best. Our top box results have earned IBEX Global more additional business from our clients which has been the foundation for our double digit growth. IBEX Global is special.
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An Agent Focused Culture

Our culture is our single biggest differentiator. Our culture is uniquely centered around our agents. We exist to provide an environment where are agents are equipped and empowered to deliver the most consistent, predictable and reliable results for our clients. Our agents are special – we hire only the best treating them to a great work environment, comprehensive training, and a system of rewards and recognition for their performance. They then become Special Agents for our clients, providing the highest quality of customer service to our clients' customers.

Our culture is apparent in all that we do. It represents who we are and the industry has taken notice. In fact, the greatest source of our employee base comes from our agent referral program. People want to work at IBEX Global. We are fanatics about providing our agents with amenities that make their work life balance possible. Great food, flexible schedules, transportation and day care options and early opportunities for career advancement are all part of our philosophy. These are not programs, they are not initiatives or contests. it is simply who we are. And we strive to provide the absolute best culture for our special agents and in turn, customers feel the difference.

Strategic Footprint

Our global network of contact centers is a cost effective and strategic way to outsource your key customer management requirements to a partner with experience in supporting Fortune 100 companies. We are proud of our clients’ engagements. We simply think differently about the way we service our clients’ customers.

Employees 15,000+

Interactions per year 180 Million

Providing support in 20+ Languages

Our Leadership Team

Leading IBEX Global’s strategic direction and daily operations is a team of individuals with the depth of experience in our industry to lead effectively. They are also very savvy business people who understand our clients’ challenges and can help find solutions. Tasked every day with ensuring client satisfaction, employee morale, and managing in a global economy, they ensure it is all in balance.
Robert Dechant

Robert Dechant

Chief Executive Officer
Karl Gabel

Karl Gabel

Chief Financial Officer
Julie Casteel

Julie Casteel

Chief Strategic Accounts and Marketing Officer
Bruce Dawson

Bruce Dawson

Chief Sales and Client Services Officer
Paul Inson

Paul Inson

Chief People Officer
Gilbert Santa Maria

Gilbert Santa Maria

Chief Operating Officer
Deena Williamson

Deena Williamson

General Counsel
Ginni Goldsberry

Ginni Goldsberry

Chief Human Resource Officer
Jim Ferrato

Jim Ferrato

Chief Information Officer

Robert Dechant

Chief Executive Officer

As CEO, Bob is spearheading IBEX’s recent near shore expansion and continued growth across all geographies. Prior to his role at IBEX Global, Bob was the chief sales, marketing and client services officer at Qualfon, a rapidly growing global BPO provider with a particular focus on near shore service delivery capabilities. Under his leadership, they developed locations in Central America and the Caribbean including pioneering Guyana as a viable near shore location. During his time as the executive vice president for sales, marketing and client services for Stream Global Services now Convergys, he helped them grow a near shore expansion totaling over 5,000 seats.

With over 25 years of leadership experience in strategic sales, marketing, client management and operations with IBM, Convergys, 3Com Corporation, and Modus Media, he is a proven executive in the business process outsourcing and technology industries. Bob is based in the IBEX Global headquarters in Washington D.C.

Karl Gabel

Chief Financial Officer

Karl joined IBEX Global at the time of its acquisition of Telespectrum Worldwide, Inc. in 2004, where he was Vice President of Finance and was instrumental in the financial restructuring of Telespectrum Worldwide, Inc. prior to its sale.

Karl has over 19 years of experience in the contact centre industry, commencing with his first role as Director of Revenue at Telespectrum in 1997. Karl has a B.S. in Accounting from Penn State University and MBA from St. Joseph's University.

Julie Casteel

Chief Strategic Accounts and Marketing Officer

Julie brings more than 25 years of successful sales and leadership experience within the BPO industry. Most recently, she served as Executive Vice President of Global Sales and Marketing at Sitel, a $1.6B company where she was responsible for global revenue, client relationship management and marketing strategy. Previously, Julie spent nine years at EDS Corporation, where she held variety of sales leadership positions, including Vice President of Global Sales and Senior Vice President of integrated Services where she was responsible for the sales efforts across multi-functional service offerings.

Julie began her career in sales at Sprint Corporation where she held various sales and sales leadership positions. She has served on a number of industry boards, has been published in The Economist, The Wall Street Journal and various industry publications. Julie earned a BS degree in Biology from Texas A&M University.

Gilbert Santa Maria

Chief Executive Officer

Gilbert a seasoned operator in the business process outsourcing industry, brings extensive onshore and offshore experience to IBEX Global. As the COO, Santa Maria is responsible for all global operations at IBEX Global including the international facilities in the Philippines, Pakistan, UK and Senegal, as well as those in the United States, Nicaragua and Jamaica.

Before joining IBEX Global, he was the COO of IQ BackOffice Inc., a provider for outsourced human resources, finance, and accounting services based in Los Angeles. He has been working in the BPO industry since 2004, serving in various roles of increasing responsibility for an international BPO provider eTelecare (now Stream Global Services) including highly successful day-to-day operational leadership roles and management of all business development activities.

Santa Maria has an MBA from the Yale University’s School of Management.

Bruce Dawson

Chief Sales and Client Services Officer

Bruce has spent over 21 years in the BPO industry leading sales and client service efforts for companies with a large global footprint. He spearheads the IBEX Global Business Development and Client Services teams and also uses his expertise to interface with existing clients for the company.

Most recently, Bruce was the Executive Vice President and director for Atento, and was responsible for near shore and US operations and business development for the $2 billion provider. His experience also includes as senior vice president of global account management for Sitel Worldwide and was also the Senior Vice President for Sales and Business Development for Stream Global Services responsible for revenues exceeding $550 million.

Additional industry experience includes a senior vice president of global accounts for Teletech Holdings, where he was focused on growing the technology, retail, healthcare and travel/hospitality verticals. Earlier in his career and prior to moving to Denver, Colorado, Bruce was the vice president of sales at Stream and Convergys in Cincinnati, Ohio.

Ginni Goldsberry

Chief Human Resource Officer

With over 25 years of experience in the financial services and business process outsourcing industries, Ginni currently heads the Human Resource function of IBEX Global. As a seasoned HR professional, Ginni has spent 11 years at SITEL Corporation, where she was the Chief Global Human Resource Officer. Prior to assuming that role, she held the position of SVP at AmSouth Bank specializing in executive compensation. She has also held positions in corporate banking operations including product development for corporate and private wealth management.

Ginni holds a bachelor of science in education from Vanderbilt University.

Jim Ferrato

Chief Information Officer

A well-known industry professional, Jim brings more than 25 years’ experience in the information technology field to his role as Chief Information Officer at IBEX Global.

Prior to joining IBEX Global, Jim served as a leader of iPacesetters technology organization. He has also served as the CIO at ACCENT Marketing, SVP and CIO at Protocol Global Solutions and VP worldwide services at Aspect Communications. In his previous roles, Jim has developed & led many initiatives and implemented new communication channels to transform customer service touch points. He has been the central figure in corporate security initiatives, as well as PCI and HIPPA compliance, and delivered over $1 million in annualized savings through telecom consolidation and maintenance contract realignment.

Jim received his Bachelor of business administration degree from the University of Rhode Island and his Master’s degree in business administration with a concentration in finance from Boston University’s Graduate School of Management.

Deena Williamson

General Counsel

Deena, an experienced general counsel in the business process outsourcing industry, brings extensive legal experience to IBEX Global. As IBEX’s General Counsel, Deena is responsible for the legal needs and corporate compliance across the globe for the company.

Before joining IBEX Global, Deena was the General Counsel of Williams Lea, a BPO provider, who specializes in financial services, legal, investment banking, pharmaceutical, and professional and public services. Prior to joining Williams Lea, Deena was employed with Savvis, Inc. (now CenturyLink, Inc.), where she worked in the legal department and supported the company’s data outsourcing efforts.

Deena has a Juris Doctorate degree and a business degree from the University of Georgia. She was nominated in both 2013 and 2006 by the American Corporate Counsel Association for Outstanding In-House Counsel of the Year.

Paul Inson

Chief People Officer

Paul leads a unified effort to hire, reward and retain top talent for IBEX Global. With over 25 years of experience in human resources, and 10 years in business process outsourcing, Paul has a depth of experience in all aspects of human resources. Over his career, he has consistently created and delivered HR processes that increased efficiency, unity and performance.

Paul’s tenure as head of HR for Alpine Access now Sykes Enterprises, Inc, the leading work-at-home outsourcer, has made him an expert in developing a work at home model. At Alpine Access he directed all aspects of Alpines Access’ human resource policies, objectives and initiatives. Sykes acquired Alpine Access in 2012, and he was subsequently named VP of HR for SYKES Enterprises where he was responsible for the vision, strategy and tactics of all HR services in North America including SYKES Home.

Paul’s experience also includes human resource leadership roles at Capgemini Americas, Interlink Group and R.L. Polk.

Corporate Responsibility

Each of our global locations promotes social responsibility by participating in community outreach programs.

Community Service

Because our employees are instilled with a passion to get involved in the community, we sponsor fundraising activities where they can volunteer. Our work this past year included rebuilding schools, participating in Relay for Life, food drives and other activities with local non profit organizations.

Our participation in socially responsible programs and initiatives has not only strengthened our position as a leading business in the communities we serve, but has also ensured that IBEX Global is a trusted name for business partnerships and employment.