Team

Outsourcing & Executive Leadership | 30+ years beCogent, Transcom Worldwide S.A, Early Learning Centre, Smythsons, Regal Hotel Group.

Dermot brings over 30 years of outsourcing and contact centre experience to Ascensos, including his time as Chairman, Founder and Principal Shareholder of beCogent, one of the UK’s most respected contact centre providers and a member of the board at Swedish quoted Transcom Worldwide SA.

In recognition of his commitment to UK enterprise, Dermot was awarded ‘Scottish Entrepreneur of the Year’ in 2009. He also retains a wide range of other business interests, including many years on the boards of John Menzies plc. and the Scottish Friendly Assurance Society.

Outsourcing & Executive Leadership | 27+ years
beCogent, Teleperformance, Motorola.

With over 27 years of experience in the BPO and CX arena, John has partnered with leading global brands such as KFC, Peloton, Aldi, B&Q, and Polo Ralph Lauren. He has delivered scalable solutions that have helped transform their customer service provision and significantly improve their customer experience.

John’s entrepreneurial & leadership skills have allowed him to create specialist teams that are focused on results. His steadfast approach to ‘delivering with a personal touch ensures that he remains involved with each of our clients every step of the way.

Prior to forming Ascensos in 2013, John was the Commercial & Operations Director at beCogent and, post-acquisition by Teleperformance in 2010, was Managing Director across their UK business.

In 2021 John was recognised as a Regional Winner and UK National Finalist at the coveted EY Entrepreneur of the Year awards.

As well as being a fanatic about world-class customer experience, John is equally fanatical about football and previously served as a Director and Chairman of Albion Rovers Football Club.

Finance Leadership | 20 years
John Menzies plc, Heineken, Scottish & Newcastle.

Martin has over 20 years’ leadership experience operating in senior finance positions within significant, fast-moving, international businesses such as John Menzies, Heineken and Scottish & Newcastle.

A Chartered Accountant, his experience spans all key finance disciplines, together with business change. Before joining Ascensos, Martin headed up all aspects of Financial Control within the distribution arm of John Menzies, having previously enjoyed various commercially focused finance roles within Heineken and Scottish & Newcastle.

Martin retains a strong interest in the voluntary sector, particularly working with both young people and those with learning disabilities. He previously served on the board as Chairman of Lung Ha Theatre Company, a leading international theatre company for people with a learning disability based in Edinburgh.

Outsourcing & Contact Centre Management | 20+ years
beCogent, Teleperformance, Police Scotland.

David has a proven track record in delivering innovative and effective IT solutions to a variety of the best-known brands in Europe.

With his strong background in information security and compliance, David ensures that confidentiality, integrity, and data availability is at the core of every solution we deliver.

Prior to joining Ascensos, David spent two years with Police Scotland leading a transformation team funded by the Scottish Government to ensure the safe technical delivery of solutions during police reform to a single national force. During this period, David was also a management board member that successfully delivered the Scottish Crime Campus.

Contact Centre & Executive Leadership | 27+ years
General Electric, Montgomery Ward, APAC, Acme Graphics, DFB Pharmaceuticals and Lil’ Drug Store Products, beCogent.

Jim has considerable experience in the contact centre industry and was previously a shareholder and Non-Executive Director of beCogent.

A graduate of Baldwin Wallace College, Ohio, Jim earned his undergraduate and MBA degrees in business. He then joined the General Electric Company (GE) as a management trainee and enjoyed a distinguished career, holding various senior leadership and executive-level positions.

After his 28-year tenure at GE, Jim has served as Chief Executive and board member for many successful businesses across the United States. He brings this exceptional track record and experience to Ascensos.

Jim has also served on the board of a number of renowned educational establishments; including Mount Mercy University and the Advisory Board for the MBA program at the University of Iowa.

Executive Leadership | 27+ years
Goldman Sachs, OKA Direct Limited, Crew Clothing, LighterLife.

Octavia has extensive experience in consumer industries, including CEO of OKA Direct Limited, Managing Director of Crew Clothing and CEO at LighterLife, a UK weight loss and weight management franchise business.

Having started her career in investment banking at Goldman Sachs, Octavia moved into retail and has enjoyed several roles covering e-commerce, marketing and commercial at Asda, Laura Ashley and Woolworths.

Octavia has also served on the boards of UK public and private businesses for over ten years, currently as a non-executive Director of Ascensos Ltd, Card Factory plc and Crest Nicholson plc.

Finance & Legal | 12+ years
Finstock Capital.

From 2009 Oliver worked at City law firm Peachey & CO LLP, a corporate and commercial practice with a wide range of listed and unlisted clients.

He was made a partner of the firm in 2014, aged 30. Oliver advised at all stages of the corporate life-cycle from incorporation to sale and provided day-to-day commercial advice.

Since 2015, Oliver has been the leading legal adviser for Ascensos, including contract negotiations with clients.

Oliver joined the board of Ascensos in January 2017, where he provides commercial advice in addition to his interactions with the company through Peachey.

In January 2018, Oliver left Peachey to join Finstock Capital (“Finstock”), a private equity vehicle. Finstock invests in a range of opportunities from 100% equity ownership, to more minor equity positions with a board seat, to debt financing and management buyouts.

Outsourcing & Executive Leadership | 30+ years
Aegis Outsourcing SA, Genii Ai, Pivotal Data.

Tanya is a highly accomplished leader and a recognised figure in the call centre industry. With extensive experience as Operations Director for leading outsource providers in South Africa, she has excelled in multi-site management, inbound and outbound operations, and managing in-sourced, outsourced, and co-sourced solutions.

Her career highlights include project management, the successful implementation of new contact centers, and optimizing existing operations both locally and internationally. In recent years, Tanya has focused on Customer Experience (CX), shared services, and analytics, building high-performing teams committed to delivering exceptional services.

Tanya holds an MBA and has served as Chairperson of the Professional Body. For over a decade, she has been a convening judge for the CCMG Industry Awards and is a sought-after international speaker. As a digital transformation specialist and successful change agent, she continues to drive innovation and operational improvements across the industry.

Outsourcing | 15+ years
BYC AQUA Solutions, Gate69, Progress.

Rudi Jansen is the Group People Director at Ascensos, bringing over 15 years of experience in the South African BPO industry. After earning his N.Dip at the Tshwane University of Technology, Rudi began his career in recruitment within the banking and financial services sector. In 2013, he relocated to Cape Town and joined a leading Outsource Quality Assurance provider, working with large BPO and captive contact centres.

With extensive experience in quality assurance, training, HR management, and contact centre consulting, Rudi has a unique understanding of the operational challenges faced by both South African and UK markets. Since joining Ascensos in 2023, his focus has been on enhancing employee wellbeing, ensuring that it translates into operational excellence and strong performance outcomes.

As Group People Director, Rudi is dedicated to fostering a positive and supportive workplace culture where employees are empowered to thrive, driving success for both the team and the business.

Outsourcing | 20+ years
beCogent, Teleperformance, BSkyB.

With over 20 years of BPO experience, Lyle has been a pivotal figure at Ascensos since the company's inception. His career includes working with major brands like Sky, Peloton, Aldi, and Wickes, bringing a wealth of knowledge in operational management, resource planning, and client solutions.

Lyle’s journey at Ascensos began as part of the start-up team, where he played a key role in establishing our first sites in the UK. In 2017, he was instrumental in launching our Isle of Wight operation, an achievement that earned Ascensos its first ECCCSA award.

Now based in Cape Town, Lyle leads our South African operations, ensuring that the Ascensos culture and commitment to excellence are embedded in our fast-growing operations there. Known for his client-first approach, Lyle is dedicated to delivering world-class service and driving success across global campaigns.

Call Centre Management/Outsourcing | 20+ years
beCogent, Esure, Three.

With a background in senior management roles, delivering for brands such as T-Mobile, Three, John Lewis and JD Williams, Stephen is well-versed in operational governance and strategic customer experience delivery.

Leading our operation in the UK, Stephen has driven considerable transformation for many clients, enhancing their CX delivery and reducing customer effort.

A key part of the Ascensos team nominated as finalists for ‘Best Outsourced Partnership’ at the ECCCSA and awarded winner of ‘Contact Centre Manager of the Year’ with the CCMA, Stephen has undoubtedly made his mark since joining our team.

Contact Centre Management/Outsourcing | 18 years
HECC Romania.

Outsourcing | 10+ years
Teleperformance, Lidl GB.

Mark is the Director of Operations for Ascensos in Trinidad & Tobago, bringing over a decade of call centre management experience to the role.

Since starting as a Team Manager in 2014, Mark has been instrumental in setting up key global locations, including the Netherlands, Isle of Wight, Romania, and South Africa, before taking charge of our Caribbean operation.

Mark excels at embedding #theAteam culture in every new operation, ensuring that Ascensos’ values are present from day one. He has successfully supported over 15 clients across different geographies, including SharkNinja, Wickes, JD Sports, and KFC, helping them build meaningful connections with their customers.

With a passion for customer service and operational excellence, Mark continues to lead with a focus on delivering exceptional results for our clients.

Market Engagement | 22 Years
SITEL Consulting, Teleperformance, Concentrix.

Over the past 22+ years, William has worked with the world’s leading BPO outsourcers, including SITEL, Teleperformance, and Concentrix, as a Consultant, Director and Board Member. 

His passion is developing and implementing the unique relationship approach necessary in BPO to engage and educate the market, which was the focus of his MA in Business Management in 2016. 

William is an active member and regular contributor to industry organisations. He is a writer, speaker and general disruptor of all things customer experience (CX) related.

Away from CX management, William is a Non-Executive Director of a welfare and development charity, New Ways, which operates predominantly in Turkana, Northern Kenya, and the up-start Evershare.io, a block-chain based music publishing business. He continues to write, perform and record as a musician.

Marketing/Brand Management | 20 years
Arnold Clark, BiP Solutions, FTDI Chip.

Fiona, the first external hire at Ascensos, was brought on board to build and shape our brand and culture. She has since played a pivotal role in establishing a unique communication style and fostering a culture of engagement and collaboration.

With 20 years of marketing experience, Fiona has a strong branding, digital marketing, and community-building background. 

She leads corporate marketing and internal communications, ensuring that Ascensos' values are reflected in both its external brand and internal culture. A firm believer that employee engagement is key to delivering exceptional customer experiences, Fiona also oversees colleague engagement activities as part of her remit.

Fiona is the driving force behind our charity initiatives and events such as the iconic Annual Archie Awards, which celebrate our company’s culture. Her strategic vision and passion for the Ascensos mission have been integral to the company’s ongoing success.

Contact Centre Management/Outsourcing | 20+ years
Ageas UK.

Steven is the Head of Client Services at Ascensos, bringing over 20 years of experience in contact centre management and outsourcing. Throughout his career, Steven has been dedicated to enhancing customer experiences and streamlining business processes to improve service delivery.

With a strong background in transformation, continuous improvement, and project management, Steven excels in leading cross-functional teams to deliver innovative solutions that drive client satisfaction and operational efficiency. He has successfully managed large-scale projects and implemented strategic initiatives, improving performance outcomes for both clients and the business.

Steven is passionate about building strong client relationships, ensuring customer needs are met with precision, and fostering a culture of excellence within his team. His dedication to delivering value and ensuring client success is evident at every step of the customer journey.

Technology | 9+ years
Appamondo, Fostr.

Liz has spent nearly a decade driving technological advancements in contact centres and customer care, particularly within the retail sector. As the Head of Digital Transformation, she has led numerous initiatives that leverage cutting-edge technology to elevate the customer experience and streamline operations.

Her projects include transitioning from traditional call handling to multichannel customer engagement, significantly enhancing customer satisfaction and loyalty. Liz excels at developing tech solutions that not only meet current demands but also anticipate future trends.

Under her leadership, she fosters a culture of continuous improvement and agility, enabling her teams to consistently achieve outstanding results. Liz's expertise has positioned her as a thought leader and a key influencer in the ever-evolving landscape of customer care and contact centre technology.

Contact Centre Management/Outsourcing | 18 years
Webhelp, ThreeUK, Capita.

Nichola is the Head of Business Intelligence at Ascensos, with 18 years of experience in contact centre management and outsourcing across industries such as retail, banking, telecommunications, and utilities. Her career includes leadership roles at Webhelp, ThreeUK, and Capita.

Nichola’s background in customer experience (CX) and insights has shaped her approach to business intelligence, where she focuses on driving sales performance through excellent CX. By integrating insights, continuous improvement, reporting, and data tools, she helps identify actionable insights that lead to business transformation and growth opportunities.

With a deep understanding of customer journeys, Nichola ensures that reporting is both insightful and up-to-date, enabling proactive and reactive operational decisions. She also supports the infrastructure to ensure best practices and accessibility, helping the operation deliver optimal results. Nichola’s expertise in leveraging data to enhance CX makes her a vital contributor to Ascensos' success.

Finance | 15+ years
Barclays Wealth, FleetPartners, Finsbury Food Group.

Nicole is a dynamic finance professional with over 15 years of experience across various industries.

Since joining Ascensos in 2018, she has played a pivotal role in shaping the company’s financial strategy. Nicole oversees all financial operations, ensuring efficiency and supporting the company’s continued growth.

Prior to Ascensos, Nicole held key positions at Finsbury Food Group as Finance Manager and at Fleet Partners as Salary Packaging & FBT Manager.

She has also honed her financial acumen at organisations such as Donald Cant Watts Corke, Barclays Wealth and Investment Management, and Shell. Nicole’s diverse experience enables her to lead with a holistic approach, delivering value-driven insights and solutions.

Her expertise in financial analysis, compliance, and strategic planning, combined with her passion for continuous improvement, makes her an essential part of the Ascensos leadership team.

Quality Assurance | 4+ years
Concentrix, Arvarto.

Ioana, Head of Quality and Performance Optimisation at Ascensos, is a visionary leader with over 9 years of experience in customer service, 4 of which have been dedicated to quality assurance. Renowned for her innovative approach, Ioana combines data-driven insights with a human touch to elevate customer experiences.

Leading a global team across three continents, Ioana has successfully implemented cutting-edge initiatives, such as speech analytics and automation, to enhance quality standards. Her work ensures that Ascensos maintains world-class customer service practices while fostering a culture of continuous improvement.

Ioana’s passion for excellence and her commitment to industry innovation has earned her recognition, including her role as a judge for the European Customer Experience Awards 2024. Known for her ability to blend multicultural communication with problem-solving, she has positioned Ascensos as a leader in quality, ensuring clients consistently receive exceptional service.

This is Archie. You may recognise this pup. Since day dot, he’s been part of #theAteam, when our founders invited him to become our company mascot.

As a friendly, bold, young Scottish pup, and an incredibly cute black Labrador, Archie did a fantastic job representing our company values back in 2013. He was exceptionally energetic, loyal to the core, agile and very, very tenacious. He would jump through hoops to achieve his goals – and as a young company focused on doing things differently – we identified with his zest for life.

Ten years later, Archie has grown with us, and although not such a young pup now, he still reminds us of our roots and continues to be an ambassador for Ascensos.