A seasoned customer care executive with more than 12 years experience in call center operations and client services, Ian Zafra heads the SPi Global CRM Account Management Division. As an executive committee member in the SPi Global Engagement Model, his leadership role includes the cultivation of existing client relationships and fostering internal & external partnerships that optimize value, performance, and profitability for our company. His primary objective is to better client and customer engagements, optimizing account satisfaction and targeting opportunities that exemplify the total 360º servicing model upheld by the SPi Global Customer Relationship Management (CRM) business unit. Over the past two years at SPi Global, Ian has occupied key positions in operations that centered on business intelligence, site development, client engagement and process improvement. Prior to his joining SPi Global, he held similar BPO roles in global operations and client services, commonly prioritizing performance and achieving high satisfaction levels for all accounts managed.