Ian AITCHISON
Chief Executive Officer, COPC Asia Pacific Inc.

Ian's fifteen years of experience in the contact centre industry have been marked by the consistent delivery of quality, service and process improvement with a focus on customer satisfaction that is the hallmark of the COPC® framework. He brings to his position as CEO of COPC Asia Pacific Inc. a level of experience that encompasses the full strata of Contact Centre and Helpdesk operations. Having managed in-house and outsourced contact centres as well as back-office processing centers, Ian fully understands the speed of change required when managing within the contact centre environment. His involvement in both inbound and outbound processes includes centres serving the technology, financial services, telecommunications, government, collections, credit card and insurance industries. Ian has provided training and consulting advice to more than 25% of the world’s top 50 brands, is a senior auditor for the COPC-2000® CSP Standard and has great expertise in Asian and Australian contact centre operations, having worked extensively throughout the region.
Haydee ANUNCIACION
Head Quality and Project Services , Logica Philippines.

Haydee Anunciacion’s currently heads the Quality and Project Services of Logica Philippines where she is responsible for quality and continuous improvement, security and risk management. She likewise manages the Project Management Office Operations, which is composed of a 190+ staff delivering PMO services covering Finance, Administration, Quality and Multi-lingual project support. Prior to Logica , Haydee managed a Quality and Reporting team of a BPO organization for four years. An an Industrial Engineer, she headed for seven years, the Service Engineering group of a large air logistics company where she was responsible for process engineering and delivery assurance. Her trainings and certifications include ISO Lead Auditor, COPC, CMMI ATM, ITIL certification and Six Sigma .
Penny BONGATO
Executive Director for Talent Development, BPAP

As the executive director for talent development at the Business Processing Association of the Philippines, Penny Bongato manages all talent-related initiatives for the industry, strategic implementation of competency development for academe and industry, as well as partnering with government and industry stakeholders for the growth and development of talent pool.

In her more than 15 years of HR experience, Ms. Bongato played several executive HR roles in major outsourcing players in the country, served as vice president for HR of the Philippine American Life and General Insurance Company, and regional HR director for Asia Pacific of Headstrong. She is a fellow in Personal Management, director-in-charge of the Academe Industry Collaboration Committee, and a board of director of the People Management Association of the Philippines.
James Donovan
President/CEO, ADEC Group

James Donovan is the co-founder, and currently, the president and CEO of the ADEC Group. From a start-up company in 1998 of (2) two persons he grew the company into a 5,000-strong global enterprise that specializes in Business Process outsourcing (BPO) and Carbon Management Solutions. Previously, Mr. Donovan worked for 25 years as an Investment Banker at firms, which include Daiwa American Securities and Lehman Brothers Investment Bank in Hong Kong/London.

Participating in the birth of the Asian capital markets gave him a unique perspective on international finance, equity debt, and corporate restructuring. In 2008, Mr. Donovan started FirstCarbon Solutions as a passion of his. FirstCarbon Solutions, a complete carbon-management company enables businesses and enterprises to easily understand how their environmental performance can impact their business.
Raymond LACDAO
Executive Director for Industry Affairs, BPAP

Mr. Lacdao handles all initiatives dealing with new investors, client development, quality assurance and membership affairs. He is deeply involved in the promotion of the IT-BPO industry. He is also in-charge of all BPA/P sanctioned events such as conferences, campaigns, fund raisers, and membership meetings organized by or in partnership with the BPAP to help promote the growth of the industry and its members.

Mr. Lacdao has been in the IT industry for twelve years now. He was heavily involved in business and account management in various IT companies both locally and internationally. His experience in IT outsourcing started in 2000 when he was part of a multinational company tasked to provide application management and IT infrastructure outsourcing for a number of customers with locations in the Philippines, Germany, Turkey, and China. From then on, he has been involved in several projects tasked to attract and grow the business in areas such as IT consulting, software development, application management and helpdesk operations. Part of the task, was to attract potential companies to make Manila their outsourcing destination.
Cecilia 'Chilly' C. Lopez
Vice-President, Quality, SPI-Global, Inc.

She has been the pioneer Quality Leader of SPI Global – being with the company for ten (10) years and currently, the Vice President of Quality of the CRM Group. She is a COPC – Registered Coordinator, Certified Quality Associate - Underwriter's Laboratories, Certified Lean Six Sigma Green Belt and Black Belt trained. Prior to SPI, she worked with Citibank for eight years working in the field of Customer Service, Account Management and Quality, where Six Sigma was the primary foundation for Continuous Improvement. She moved to handling the internal PLDT Call Centers in 2000 where she managed the transition to the new Directory Assistance software. After which, she moved to SPI Global - CRM as a Quality Manager from 2002 to 2006. Chilly has been the leader responsible for building the values of Quality & Excellence for SPI Global - CRM.
Alejandro MELCHOR III
Head, Department of Science and Technology – ICT Office

As head of the Information and Communications Technology Office of the Department of Science and Technology (DOST), Alejandro Melchor is tasked with driving the growth of the country's ICT Industry. Prior to joining DOST, he served for 5 years as IBM Philippines’ Governmental Programs Executive. Early in his career, he was an entrepreneur in the US for 9 years, helping micro and small enterprises transform their businesses by harnessing the power of the global technology revolution. He was also a former academic, having taught at the former Center for Research and Communications, presently known as the University of Asia & the Pacific. He also had 8 years of experience in senior government positions, serving as Assistant Secretary of Defense, Commissioner of the Presidential Anti-Organized Crime Commission, and Assistant Secretary of the National Anti-Poverty Commission.
B. Raj NAIR
Vice President, Sutherland Global Services

B. Raj is vice president at Sutherland Global Services, leading its service delivery for all e-business accounts. Prior to Sutherland Global Services, B. Raj was Vice President Operations at Transworks Information Services Ltd for four years. Before joining Transworks Information Services Ltd, B. Raj worked for Planetasia.com, where he consulted leading brands to leverage the web as a marketing channel, managing key clients in Mumbai and Singapore. He also served as technological solutions expert, assisting companies in solution development and networking technology.
Marc SMITH
General Manager, PwC Service Delivery Centre Manila

Marc Smith is the general manager of the newly opened PwC Service Delivery Centre Manila located in Ortigas, where he leads a team of 160 professionals that delivers audit support services to several PwC Network firms outside of the Philippines, throughout the Asia-Pacific region. He is a US CPA by background, with extensive experience in managing various roles in the US, Australia and now the Philippines in his 14 years with PwC. Throughout this time, he has been involved in several PwC initiatives relating to audit quality as well as the standardization of audit related tasks across the PwC Network to facilitate their performance in a delivery center environment.
Karthik Subburaman
Country Manager, ECCI Philippines

As the country manager of ECC International, Philippines, Karthik Subburaman manages consulting, training and learning outsourcing business operations of the company. Karthik has played lead consultant role in the areas of designing and implementing frameworks on risk management, business process re-engineering and organizational learning management. He also had a key role in the development the ‘Philippine IT-BPO Industry Quality Roadmap’ that detailed the current status of quality in the industry and the road ahead using best practices implementation as one major benchmark for analysis. Karthik has a master’s degree in Materials Science and Engineering from the State University of New York at Stony Brook. He is a chemical engineer by education from CECRI (Central Electro Chemical Research Institute).
Gillian VIRATA
Senior Executive Director, Business Processing Association of the Philippines (BPAP)

Gillian Virata is the Executive Director for Information and Research at BPAP, responsible for the organization’s research service line, which involves providing industry statistics and information to the public. She oversees the publication of annual industry statistics on talent pools, IT BPO revenues and employment, and the resulting benefits to the country. Ms. Virata’s research team also takes charge of compiling the Next Wave Cities™ scorecard and annual report and the latest industry trends. She has extensive professional experience in research with reputable institutions such as the World Bank, ADB, and Ayala Corporation. She has an MA in Education from Columbia University, and a Master’s degree in International Policy and Practice from George Washington University.
Jeff WILLIAMS
Co-founder and President, MediCall Philippines, Inc.

Jeff Williams established MediCall’s first healthcare service center in Manila, a specialized clinical services provider to support medical management, workers compensation, and specialty services segments of the US healthcare market. He is responsible for MediCall’s Philippine operations and under Mr. Williams’ leadership, MediCall has expanded from 3 to over 900 heads, turning it into a multi-site global clinical services outsourcing provider, servicing some of the largest US corporations in the healthcare and workers compensation industries. MediCall attained URAC Core Accreditation in 2008, followed by URAC Workers’ Compensation Utilization Management in 2009 and URAC Health Utilization Management in 2010. Thus making MediCall the first company to hold these accreditations off of U.S. shores, creating an International classification for URAC accreditation.

Currently, Mr. Williams also serves as a member of the Board of Trustees for the Health Information Management Outsourcing Association of the Philippines (HIMOAP).