PERCEPTA
LOOKBOOK
2022
2022
Passionate About People
contents TABLE OF 3 4 Percepta Leadership Business at-a-glance 5
21
Company Culture Interactive Map of Percepta
President's Message Executive Team
Company Highlights Department Achievements Leaders Around the Globe
23 Growth & Development
33
27
Community Outreach
Rewards & Recognition
Houston Food Bank Book Drives Dearborn Food Drive Ronald McDonald House National Wear Red Day Houston School Donations Employee Outreach Christmas in July
Mental Health First-Aiders Talent Mobility
Perci Perks at-a-glance Golden Perci Winners Perci Stories
51
45
43
Our People Col lage
Customer Service Week
Company Celebrations
A Peek of Our People World Wide
A Week of Recognition & Fun!
Site Celebrations
"Great things in business are never done by one person. They’re done by a team of people."
Steve Jobs
- Asheville (US) Team
A MESSAGE FROM PERCEPTA PRESIDENT KAREN GURGANIOUS
I want to express my gratitude for all your hard work and dedication throughout the past year. Our collective efforts have resulted in a truly successful 2022, and I couldn't be more proud of what we have accomplished together. From expanding into new markets to developing innovative products and improving our internal processes, your unwavering commitment and passion for Percepta's mission have made all the difference. I am honored to lead such a talented and dedicated team. I am confident that, with continued teamwork and collaboration, we will continue to reach new heights in 2023 and beyond.
EXECUTIVE LEADERSHIP
Jamie Goldberg Chief of Staff, VP of Strategy Enablement
David Newman Chief Financial Officer
Katherine Kress VP, Strategy
Darren Smith VP, Information Technology
Dave Anderson VP, Global Operations
Adele Fransko VP, Human Capital
Ingrid Guenther VP, Client Relations & Business Development
Carl Puccio VP, Learning Design & Delivery
Youssef Hannat VP, Global Operations
BUSINESS AT-A-GLANCE
Percepta has supported 16 of the worlds leading mass-market and luxury OEM’s and mobility companies since the year 2000!
Countries
Markets
Global Employees
17
56
4.6K
Languages
Social Media Followers 11 K
Years in Business
22 HIGHLIGHTS 18% REVENUE GROWTH YR. OVER YR.
32
64 NPS SCORE, CLIENT SATISFACTION
INTERNAL PROMOTIONS 88
Our teams provide unparalleled support to automotive, mobility, and auto-adjacent companies seeking to create frictionless experiences for their customers. - Johnny Brandt, Director of Global Business Development
Adele F.
Employer of the Year Stevie Awards Bronze Winner
- Thailand Team
Achievements CLIENT SERVICES/BUSINESS DEVELOPMENT
The Business Development and Client Services team serves as the first point of contact for new business and supports existing clients through creative solutions that solve today’s and future customers' needs. Partnering with every department within Percepta, we foster the delivery of continually innovative approaches that serve to elevate the customer experience.
INCREASE YR-OVER-YR CLIENT BUSINESS 40% 12% EXCEEDED PROFIT GOAL
18% REVENUE GROWTH
400
MarCom Gold Winner Percepta Overview Collateral - Created in Partnership with Summit Strategy.
NEW AGENTS
2
LOCATIONS LAUNCHED (BULGARIA/ GREECE)
MarCom Platinum Winner Percepta Pitch Deck - Created in Partnership with Summit Strategy.
NEW CLIENT BUSINESS
Achievements GLOBAL SUPPORT SERVICES (GSS) Our GSS Team of experts delivers top-notch training programs to help our employees grow and succeed.
Hired Carl Puccio, VP of Learning Design & Delivery
90 PROGRAMS & INITIATVES LAUNCHED
6 Internal promotions
Secundra W.
9 ISD's use tuition benefit to advance skills & career
30
INSTRUCTIONAL DESIGNERS
Project Advocate Support
RESOURCE SHARING (APAC/THAI/PHL)
130
PROGRAMS SUPPORTED
LAUNCHED END-TO-END NPS REVIEWS
QA ANALYTICS TICKETING SYSTEM
Thomas C.
3M
86% GLOBAL
OVERALL CONSUMER
VERINT TICKETING SYSTEM
KNOWLEDGE BASE GROWTH IN 2022
VOLUME SUPPORTED (KNOWLEDGE BASE)
ISD VIDEO MARCOM GOLD
Achievements TECHNOLOGY
Our Technology Department is dedicated to developing cutting- edge technological solutions that optimize business operations and enhance customer & employee experiences.
Stephen H.
Our strategic asset is Adapted Technology, which enhances our business agility by modernizing both our workforce and IT team as part of our digital transformation. Our approach is data-driven and focuses on the customer journey, making the customer the center of everything we do.
60 Skilled IT Team Members
ESTABLISHED CYBER- SECURITY FRAMEWORK
13%
OPEX SAVINGS IN 2022
NEW SHAREPOINT LAUNCHED
Darren S. & Dave S.
INTRODUCTION OF AUTOMATION IMPROVING CX AND SELF- SERVICE
ACHIEVED PCI COMPLIANCE
AWS CLOUD MIGRATON
Replaced Telecom Platform Humanify Connect with AWS Connect for client IT Team Members
Became an agile organization
Technology provides self-learning
platforms for our Technology team members with Learning Paths and Career Pathing
Internal Promos CRAIG
Jacob S.
BALLANTYNE SENIOR DATA ARCHITECT JIM SHELDON
New Roles
SHIFT IN SKILLS 35%
Drew H.
PRINCIPAL SECURITY ANALYST
SECURITY ANALYST SR. SYSTEM OPS ENGINEER DATA PLATFORM ARCHITECT CLOUD DEV OPS ENGINEER
JACOB SINGER SR. SYSTEM OPS
ENGINEER ZACHARY HEBERT IT SUPPORT SENIOR TECHNICIAN
CRAFTED CULTURE OF FEARLESSNESS
Achievements FINANCE
$4M
SAVINGS TO PO SPEND
Our experienced finance professionals are committed to navigating complex financial challenges and making data-driven decisions that enhance Percepta's bottom line.
100%
"Olly"
SOW PROCESS OWNERSHIP
$12M Utilized
Completed China Entity Closure
NAVIGATED THROUGH COMPLEX TAX SITUATIONS IN SOUTH AMERICA
to pay balances & prepare for future investments
"Tyrion"
Christel F. & Matt D.
TAX COMPLIANT AT ALL LOCATIONS
"LeStat"
Finance Fur Babies
MOVED PHL ENTITY TO A DORMANT STATUS & ELIMINATED RISK
"Muffin & Tigerlily"
"Echo"
ESTABLISHED EXISTING MEXICO ENTITY TO COMPLY WITH REVISED COUNTRY LEGISLATION
Achievements OPERATIONS
The Operations team supports the critical and essential element of the customer's experience through empathetic and knowledgeable real-time support and enhances the overall perception of a company or product. Attrition improved to 5.2% (HOU)
Started Hybrid Working Model
Established BEV Team (HOU)
Dan P.
Youssef Hannat hired as VP of Operations
Anthony G. & Mark B.
LAUNCHED TEAM LEADER TRAINING (MEX, HOU)
Scott C., John S. & James N.
$170M SAVINGS FOR A MAJOR CLIENT
LAUNCHED TWO OUT-BOUND CLIENT PROGRAMS
LAUNCHED "ALWAYS ON"
10.1
18.5
LAUNCHED CUSTOMER PROACTIVE SUPPORT
INCREASED NPS POINTS YEAR-OVER-YEAR (HOU)
CX INCREASED (61.6 TOTAL) (HOU)
Achievements HUMAN CAPITAL (HC)
Our Human Capital team is dedicated to optimizing Percepta's most valuable asset - our people. Services include core Human Resources, Communications, Employee Engagement, Organizational Development, Talent Acquisition, HR Analytics, HR Administration, and Comp & Benefits. 2K Agents Hired
4/5 Connection
4.8/5 Meaning & Purpose
BENEFITS TOOL ROLLOUT
LAUNCHED KRONOS IN GERMANY
PERCI PERKS UPGRADE
30 MENTAL HEALTH FIRST AIDER CERTIFICATIONS
2
REVAMPED CANADA LIFE RETIREMENT OPTIONS
LAUNCHED GLOBAL SURVEY
INCR SOCIA FOLL
4.8/5 Applicant Experience
Hired LaTasha Siler as Regional Director, TA
4.1/5 Employee SAT Avg.
Survey Report MarCom Platinum
HC Team Members
Brand Video MarCom Gold
NEO Deck MarCom Platinum
Facebook Page MarCom Gold
Values Videos MarCom Gold
IMPLEMENTATION OF GLOBAL EAP WORKPLACE OPTIONS FOR LOCATIONS OUTSIDE OF US AND PHL
K REASED AL MEDIA OWERS
Achievements STRATEGY & WORKFORCE PLANNING Our team of experts works closely with clients to identify their unique needs and develop tailored strategies that enhance customer experiences, improve operational efficiency and drive business growth.
Intake requests (GPMO) 131
-Mobilization, Reporting & Strategy Team (US)
LAUNCHED SUBSCRIPTION SERVICES IN MELBOURNE (US) AND ATHENS GREECE (STRATEGY)
Janice F.
Hershel Eason hired as Director of Global Business Analytics & Insights
7 Hired Sr. PM's
ROLLED OUT CLIENT BRAND VALUES (RALLYING CRY) IN US, UK, EUROPE, SOUTH AFRICA, AND APAC. (STRATEGY)
EXPANDED TEAM & GLOBAL SUPPORT (WFM)
REORG OF WFM TEAM
Omar R. & Quenita M.
Jennie Fowler Nominated for PMO Leader of the Year
GPMO Maintains +30 PM Certs!
Robert Akehurst hired as Global WFM Director
Full Support Real-Time launched (Thailand)
LAUNCHED MEDALLIA CX SURVEY DASHBOARD (GLOBAL MOB)
Power BI Launch (Reporting & Analytics)
EXPANSION OF GLOBAL CALL-OUT LINE (WFM)
Yolandi S.
PROJECT RELEASES (GPMO) 212
LAUNCHED PROACTIVE ROADSIDE (STRATEGY)
EXPANDED NPS SURVEY TOOL
KNOWLEDGE CAFE LAUNCHED (GLOBAL MOB)
(US & EU) (STRATEGY)
AROUND THE GLOBE
Adrian Gon Manager,
-Texas (US) Leadership
I love working at Percepta because they treat you like family. They truly care about you and your family. Providing work life balance for your well-being is always enforced not only by their words with their actions too. Percepta Leadership provides the support in growth and development to their employees. I know that if I ever needed anything, the team I am part of has my back. - Leah Osborne, Tech Mgr., Melbourne (US)
-Houston (US) Team
, Mexico nzalez, Sr. HR
Working for Percepta has allowed me to develop a remarkable group of people! All of my direct reports are lead agents who support operations by completing everyday supervisor tasks. They complete supervisor escalations, work with WFM to maintain service levels, and cover teams when a supervisors are out of the office. My goal is to prepare them for the next level of their career with Percepta. Once they have mastered each supervisor duty, they will apply for a supervisor or trainer position. - Shana Noble - Houston (US)
AROUND THE GLOBE "Celebrating my 10th anniversary with Percepta proves how much I enjoy working here. I have had the opportunity to meet great people from the agent level to the leadership level. Percepta has given me the opportunity to grow professionally, and I look forward to continued success with the company." - Jacqueline Vazquez, Sr. Team Lead
James Nelson, Executive Director, Houston (US)
I love working for Percepta because of the growth potential and the help provided to get where you want to be is unmatched. My words of wisdom - "Know your worth and never settle for anything less." - Tracy Aiello, Asst. Ops Mgr, Melbourne (US)
Johnny Brandt, New York (US)
It has been a great journey leading such an amazing team! They are dedicated, eager to learn, and hungry for success. We are looking forward to a productive year! - LaTasha Siler, Regional Director of Talent Acquisition
Curt W., Executive Director, North America & APAC Ops
Many thanks to all the cross-functional teams who quickly came together to secure this new business win! – Ingrid Guenther, VP Global Business Development
Customer Sales Advocate Team!
Click on the location pins to view pictures of our people at each site!
View our people across the globe!
GROWTH & DEVELOPMENT SHOWCASING THE PROFESSIONAL GROWTH AND DEVELOPMENT OF OUR PEOPLE.
-Houston (US) Team
Rochelle Franklin
Gerry Therrien
Mia Manning
Kelli Clark
Michelle Lair
Michelle Hosmer Katie McGarry
Andy Boucher
Kellie Andrews
Nealey Whisler Shannon Gerbi
Lee Ann Ray
Tammy Godby
Diana Iddon
Meet a few of our Mental Health First Aiders (MHFA)! The MHFA Certification Initiative directly resulted from employee feedback in our We Belong Survey, where employees voiced their deep concerns regarding mental health and wellbeing for themselves and their colleagues. The MHFA Certification is administered through the National Council for Mental Wellbeing and teaches participants how to identify, understand and respond to signs of mental health and substance use challenges. Training courses are conducted bi-annually by certified Instructors, Tammy Godby/Shannon Gerbi (US), and Diana Iddon/Kellie Andrews (UK). Since the program's initiation, 29 employees have been certified.
Talent Mobility
88 Internal Promotions
"As part of my portfolio, I love having the opportunity to review and oversee safefy escalations. My Growth within Percepta has been phenomenal, and this I only acknowledge through the excellent Management that has believed in my growth and progress."
Nathan - South Africa
Cayla - US
"Percepta has offered me room for growth by providing an effective support system where leaders are open to discuss opportunities and provide feedback on how my contributions positively impact the company."
"I started in Escalations, not knowing it would branch out into a career. In 7 years I've had 4 titles - each one more exciting than the last - but all put me on a career path that really suits my talents. I feel so valued and appreciated." Lucy - US
Karlo - Philippines
Justyna - Germany
"I loved the support and friends that I've made in my tenure with Percepta. I'm especially proud to see the growth in employees that I've coached and worked with over the years and seeing them excel in their careers."
Kim - Michigan (US)
"I am glad to have worked hand i hand with a team that allows me to be the voice of the customer and acknowledges us for our contributions. Percepta has provided opportunities that allow me to grow and provide support and development to safely and successfully step in the roles throughout my journey."
Ash - North Carolina (US)
Talaal - South Africa
"I loved the support and friends that I've made in my tenure with Percepta. I'm especially proud to see the growth in employees that I've coached and worked with over the years and seeing them excel in their careers." angels who've been placed in my path, who mentored, coached, befriended, and ultimately had a hand in improving the quality of my and my family's lives. " " I have been surrounded by great people and excellent leadership, which made it a pleasure to come to work. I'm so grateful for all the
Emma - US
Jigger - Philippines
COMMUNITY OUTREACH
Percepta cares about the community and is dedicated to making a positive impact through philanthropic activities and volunteer work. We support local organizations, schools, and charities to create a better world for everyone.
-Melbourne (US) Team
Houston (US) Foodbank Fun!
Add a subheading
Our teams coordinated and donated food and gifts to those in need this
Dearborn (US)
holiday season.
Ronald McDonald House
Dearborn (US) Food Drive
Daventry (UK)
Ronald McDonald House - Dearborn (US)
National Wear Red Day, a day dedicated to helping raise awareness about the issue of heart disease, which is the leading cause of death among women in the United States. Wearing red is a simple way to show support for the cause and encourage others to join the fight against heart disease. People all over the country come together to wear red clothing, accessories, and even red lipstick to show their support. National Wear Red Day is a powerful reminder that heart disease affects everyone, regardless of gender, race, or age. By coming together and wearing red, we can make a difference in the fight against heart disease and help save lives.
Houston (US) School Donation
Percepta Philippines Employee Outreach Program
Gave to members of the Philippines Frontline team (Security, Maintenance & Housekeeping Staff)!
South Africa Christmas in July
Rewards & Recognition Perci Perks Stevie Awards Gold Winner
Percepta's global rewards program, Perci Perks, rewards and recognizes our Percepta family for demonstrating company values, behaviors, tenure, and performance. REWARDS & RECOGNITION
-Mexico Team
28K
RECOGNITIONS SUBMITTED
TOTAL PERCI POINTS AWARDED GLOBALLY
607K
PERCI PERKS STORIES
Our employees share how they spent their Perci Points.
TARYN - DEARBORN (US) Taryn purchased an array of items for her coffee bar and personal supplies!
BLAISE - HOUSTON (US) Used her Perci Points to purchase an Apple Watch.
NEALEY - IOWA CITY (US) Used her Perci Points to purchase a KitchenAid Stand Mixer!
REWARDS & RECOGNITION
Golden Perci
Our most prestigious award, only 143 people are awarded yearly.
Star qualities include:
TOP PERFORMER
- Melbourne (US) Team
SHOWCASE PERCEPTA VALUES
100% ATTENDANCE
HIGHEST QA SCORES
FEATURED GOLDEN PERCI WINNERS
Giovanna, Melbourne (US)
"I am honored to be the highlight of the day of every client I get to assist."
"I am really honored that I was picked to be a Golen Perci winner! I enjoy/ look forward to the "Monthly Earn Program" I think it's such a fun way to get employees to interact! I also always look forward to the Holiday post. I love seeing the winners and reading their stories!" Lakin, Asheville (US)
"Golden Perci is an excellent recognition of my efforts in assisting customers, and I appreciate being awarded this honor." Rachel, Houston (US)
AUSTRALIA 13 PHILIPPINES 15
"Every job is a self- portrait of the person who does it. Autograph your work with excellence." - Unknown Tabitha, Melbourne (US)
Dornesia, Houston (US)
US 72
Giovanna, Melbourne
SOUTH AFRICA 4
IT 2
"Work hard, play hard, get rewarded!" Faith, Houston (US)
"Golden Perci is showing appreciation for my work on the DPS6 Class Action Team!" Melanie, Melbourne (US)
My Husband and I have been struggling personally/financially and Percepta had my back every step of the way. The Perci points that I won ensured I could buy our kids something for Christmas, which is what they were used for. An Amazon gift card and Christmas presents. I had been very stressed and worried about where we were going to be getting the funds for anything for Christmas presents when those points popped up. Management saved our kids Christmas. - Corri E.
"Winning the Golden Perci Award was very humbling for me. I believe I was simply doing my job to the best of my abilities." Rob, Melbourne (US)
GSS 12
TJ, Melbourne (US)
"I think Percepta does a great job recognizing people for working hard and making sure we meet the client's expectations."
Christine, Melbourne (US)
Mariam, Dearborn (US)
"Golden Perci points are a spectacular form of recognition for achievement. They definitely drive you to a better place, motivate you to aspire for more and entice you to search for new ways to keep getting them. They became an addiction for me."
Mon Ferdie, Philippines
Sharonda, Asheville (US)
"Golden Perci gave me the opportunity to give. I couldn't make it without the team behind me, whom I know always has my back as I have theirs. Being nominated and winning is a year-worth of hard work and perseverance. An amazing 2022 indeed! Thanks, Percepta!"
"The Golden Perci award means a lot to me because it assures me that my hard work and skills do not go unnoticed and are truly appreciated."
HR/ADMIN/ FACILITIES 5
UK 8
"Being a recipient of the golden perci award is a very special honor. It means that my leadership style is noticed, and the hard work and dedication put in each day help guide our agents and provide them with the necessary knowledge to succeed. It’s a pleasure to help everyone under my leadership know they are treated with the utmost respect, as it all starts from the top." Reginald, Melbourne (US)
"Teamwork makes the Dreamwork!" Dawn Shelley, Melbourne (US)
Leon, Melbourne "It is a huge honor to receive this award for delivering great customer service to my customers. I am deeply honored that my superiors recognize my hard work daily as I have been excelling with my supervisor's help and surpassing my goals. I look forward to continuing to make great strides within the company to excel in my position and knowledge further." Shaterica, Houston (US)
Emily, Australia
"Receiving this award has been the cherry on top of what was an amazing year in 2022. The Perci Perks program is the best recognition program I have ever been part of."
"Great things come from hard work and perseverance! Thank you to all my mentors, colleagues, and the Percepta family." Meralph, Philippines
GERMANY 5
DeShawne, Melbourne (US)
"The Golden Perci award meant a lot to me as it showcased the effort and dedication I shared for the program I support." Francis, Philippines
"When I received notification that I was one of the Golden Perci winners, I was totally surprised & excited because to win such a prestigious award and to be recognized for my work ethic lets me know that my position within the company and all the work that I have done over the years is noted and now acknowledged. Thank you for this great honor."
Giovanna, Melbou
CANADA 1
Leon, Melbourne (US)
"Golden Perci - To me, this award signifies that the work ethic instilled by my father during my childhood still holds strong. On top of that, it means I work for a company that recognizes hard work, and that's more than can be said about many companies out there today."
Lotus, Australia
"Being a high achiever is very important to me. I was proud to receive a Golden Perci Award and be recognized for the hard work and initiatives I completed last year at Percepta. The awards make me feel valued, and for me, recognition is integral to exceeding my KPI's to ensure I succeed in my performance."
WFM & REPORTING 2
Lynn, Dearborn (US)
"It made me feel validated and appreciated that my peers felt I've been doing a great job!" Megan, Melbourne (US)
"It was truly an honor to receive a Golden Perci Award. It is always my goal to ensure our clients are receiving excellent customer service and to represent Percepta values are in all my interactions. “Nobody cares how much you know, until they know how much you care.”
Giov
Alfonso, Melbourne (US)
Genevieve, Houston (US)
Kimberly, Philippines
"Receiving the Golden Perci award meant that all my hard work had been noticed. It is fueling my fire and passion for doing what I do best."
Frank, Germany "Golden Perci Perks and the whole Perci Perks Awards structure from Percepta really makes you feel recognized and honored as an employee! What a great place to work!"
AUSTRALIA 13
TA/OD 1
"Being nominated and being a Golden Perci Points Award recipient is truly rewarding. I am blessed to work with an outstanding team of individuals! Each goes above and beyond for our customers and client. I am humbled to receive this reward in honor of them!!! It is satisfying to know I was able to help solve an account and ease the mind of a worried customer as well as support the standard of excellence this company we work for upholds! What an ABSOLUTE HONOR!!! Thank you to those who nominated me, and thanks to all the AMAZING individuals for all your dedication! (We are all WINNERS!) What a blessing!!" :) Kiara, Asheville (US)
Grace, Australia "I was shocked and honored to receive the Golden Perci award. It was fantastic to be recognized for my work with the company."
THAILAND 2
Billy, Houston (US) "Persistence is one of my many attributes."
Jasmine, Philippines
Denise, Houston (US)
COMPANY CELEBRATIONS
Showing off the fun activities our employees participate in throughout the year.
During this week, we recognize and honor all of our essential people on the front lines of customer support who help our business thrive. Customer Service Week
Customer Service Week
Customer Service Week
To all those who contributed to the 2022 Lookbook! We couldn't have done it without you!
Percepta's 2022 Lookbook Curators
Heather Stessman Global Project Manager #TheBigGig
Meredith Carr Digital Marketing Specialist
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