Who are we?
Frontline Performance Solutions is a company combining two industry leaders, Frontline Performance Group (FPG) and iTel BPO. This combination allow us to deliver transformational results at a value pricing.
FPG is the leading global authority for sales improvement and incremental revenue generation. Itel BPO is a best in class contact center provider with a high performance culture and state of the art technology. This combination of systems and processes creates the synergy that allows us to deliver results unmatched in the outsourced call center and consulting marketplace.
Put our world class team to work for your firm?
Our people are what makes the difference at Frontline. We pride ourselves on selecting the very best candidates, then they are certified in our proprietary system of customer service, sales performance, product knowledge and technical skills. It show in our quality and our attrition rate which is less than 10%.
Yoni Epstein | Founder and CEO - iTel BPO
Yoni’s passion for the ICT-BPO industry grew through his experience working with Sandals and Beaches Resorts International, where he served as Global Director of Site Operations managing 15 business units globally. He is president of the Business Process Industry Association and represents the ICT-BPO industry on several committees.
He was recognized as ‘The 2013 Employer of the Year’. He was also ranked amongst the 50 most influential executives in Nearshore outsourcing for the region.
Brian J. Ludlow | President
Brian is successful entrepreneur and business leader who specializes in launching new platforms, expanding existing business units, and restructuring. As President, his leadership has brought several firms from idea to viable profitable entities.
His business expertise is diverse, however it always centers around innovative ways to create differentiators, capture niche markets, increase loyalty and expand customer value. He graduated with a Finance and Marketing degree at SDSU.
In addition to his business ventures, he has also been active in Rotary, industry trade groups, Boy Scouts, YPO and founded the World Presidents Organization in Orlando.
Troy Cotton | Chief Operating Officer
Troy has over years of experience in the industry with Fortune 500 companies.
His experience includes Xerox Services the first and largest BPO in Jamaica, where he was DVP at E- Services and SITEL, where he was Director of Operations, having responsibility for 2100+ employees comprised of senior leadership and regional managers. Troy prides him- self on the “Value Add” he demands from his teams.
Lisa Lake | Chief Development Officer
Lisa’s passion is people! She spearheads the Branson Centre of Entrepreneurship, a non-profit initiative that gives aspiring entrepreneurs the hope, mentorship, and business skills to thrive and grow their businesses. She holds a BA in Economics (magna cum laude), a BA in Architectural Studies (magna cum lade) from Tufts University and a Masters of Public Administration in International Development from Harvard University’s Kennedy School. She also sits on the Economic Planning Committee of the Private Sector Organization of Jamaica.
Alex Cafferata | General Manager- Grand Bahamas center
Mrs. Cafferata has worked in several marketing firms holding a number of positions followed by a paralegal positon with a top Bahamian law firm and General Manager for a Bahamas-based software and call-center. Alex has a proven track record in contact centre operations, strategic planning, marketing, project management, and outstanding customer service. Alex has attended Chelsea Art College and has a degree in Typographical Design from London College of Communications.
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