Jon Browning – Founder and Chief Executive Officer
Jon has over 25 years of experience managing global BPO strategy, working with businesses and governments to develop outsourcing business strategies. He led the Microsoft Customer Support Services outsourced provider program and the Microsoft Helpdesk contact center service, leading in the development of outsourcing processes and managing global operations.
Jon and his colleagues at Microsoft received the 2015 GEO Award, the best practice award given by the International Association of Outsourcing Professionals (IAOP) for outsourcing excellence for project leadership of the Microsoft supplier consolidation strategy.
He co-founded the Contact Center Buyers Forum, a network established for companies who outsource large-scale businesses to share best practices and leverage their collective buying power. Members represent many of the largest buying companies that together manage 450,000 contact center seats, more than 20% of the outsourced activity globally.
Jon co-created the Global Impact Sourcing Coalition in partnership with the Rockefeller Foundation and BSR to encourage adoption of impact sourcing to hire youth in under-served communities. Jon is a grant recipient from the Rockefeller Foundation and active in several impact sourcing initiatives, working closely with NGOs and businesses to promote job creation in the US and around the world.
Kim Kyllo-Corson - Sr Advisor
Kim has over 30 years’ experience in the business and high tech world. During her 25-year career at Microsoft her roles included Chief of Staff for the Windows division and then the Server and Tools Division. As Sr. Director for global contact center procurement, her team managed a $600 million book of business with over 100 contact center sites.
Kim was responsible for outsourcing the most technical business areas including enterprise technical support and driving $25 million in savings in one procurement project alone while improving customer satisfaction. In 2015, Kim was recognized by the International Association of Outsourcing Professionals (IAOP) with the GEO award for her leadership in the Microsoft global contact center consolidation initiative.
Kim has deep knowledge in both outsourcing strategy and the day to day operations of contact centers and advises many of the larger high-tech companies today. In 2015, she partnered with Jon Browning and the Rockefeller Foundation to drive awareness of impact sourcing models in Africa to increase youth employment in under-served communities.
Dave Loofburrow - Sr Advisor
Dave has over 25 years of experience in BPO strategy definition and implementation, program management, financial management, and contract negotiations. He led the Microsoft Information Technology Service Desk and the Microsoft global on-site technical support service, managing outsourced vendor selection and service delivery performance.
He has extensive experience with establishing and managing operational scorecards, improving processes, and developing the data necessary for effective forecasting and decision support. Dave holds an M.B.A. from the University of Washington’s Michael G. Foster School of Business, and has industry experience in computer technology, biomedical products, wholesale distribution, energy, and commercial real estate.
Dave Rickard - Sr Advisor
David Rickard is based in the UK and joined SSA after a 17-year career at Microsoft. During this time, he held many senior positions, most recently as Sr. Director for Contact Center Procurement responsible for over 18,000 agents and supporting 47 languages.
He has a deep knowledge of global contact center operations and led several cost efficiency and site location initiatives that created significant cost savings and reduced outsourcing risk.