BUSINESS PROCESS OUTSOURCING
From Fortune 100 to start-up companies, Mass Markets provides customers with talented human capital, innovative technology and highly functional infrastructure overnight.
Optimize customer interactions, increase efficiencies and improve overall performance with Mass Markets’ contact center workforce and modern facilities
Support all stages of the customer lifecycle. New customer acquisition and service-related business processes are executed at the highest level.
Experience across a wide spectrum of industries and program types has earned Mass Markets the trust of many of the world’s most recognizable brands.
From Fortune 100 to Start-Ups, Mass Markets provides customers with top talent, state-of-the-art technology and bulletproof infrastructure overnight.
USA BASED CALL CENTERS
Contact center workforce and facilities for optimal customer interactions.
TRUSTED BY RECOGNIZED BRANDS
With experience spanning multiple industries and program types, many of the most recognized brands in the world turn to Mass Markets.
THE CUSTOMER LIFECYCLE
The services that Mass Markets provides our customers extends to every stage in the customer lifecycle.
CONTACT CENTER SERVICES
INNOVATIVE, HIGH-PERFORMANCE SOLUTIONS THAT WORK
Mass Markets executes domestic omnichannel, inbound and outbound contact center services on behalf of some of the most recognizable brands in the world. As an industry leader with deep expertise in managing interactions across the customer lifecycle, Mass Markets connects customer service, inside sales, market research, automated customer contact and back-office business processes into comprehensive, flexible solutions. Servicing a range of industries, Mass Markets designs high-performance, analytics-driven solutions that produce real results. Under its signature Anything-as-a-Service platform, Mass Markets provides a suite of services and technology that extends beyond the contact center to enable organizations to better target and connect with customers. Anything-as-a-Service accelerates the transformation of business by utilizing intelligent infrastructure and domestic labor to provide significant cost advantages and superior technological footing to businesses that challenge the status quo.
100% USA-based operations since 2003 with eight consecutive years on Inc.’s Fastest Growing Companies
Clientele ranging from Fortune 500s to new emerging businesses; experienced government contractor
Experts in scalable Business-to-Business (B2B) & Business-to-Consumer (B2C) interactions
Proven DR/BC recovery capabilities & trusted information security standards
Contact Center Software Platform-As-A-Service (PaaS) and Managed Services Platform Provider
THE MASS MARKETS ADVANTAGE
RESPONSIVE & AGILE PROGRAM MANAGEMENT
We are a team of contact center experts with an unwavering passion for our craft. It’s a passion that is at the core of who we are as an organization and what we do every day. We deploy unique tailored solutions for each of our client partners that have a meaningful impact, drive efficiency, provide a technological advantage and deliver excellence through our culture and, ultimately, our people. The Mass Markets advantage includes:
Agile Talent Acquisition & Staffing
Nimble & Responsive Execution
Experienced & Passionate Leadership
Commitment to Innovation
Growth | To become the premier US-based provider of Anything-as-a-Service, outsourced contact center services, technology and business process support.
Culture | To create a company employees love & a brand customers’ trust, challenging the status quo, realizing growth powered by performance for partners & clients.
LEADERS THAT INSPIRE & MOTIVATE
Mass Markets fields a diverse and experienced team of highly driven leaders that care about business growth through best-in-class customer support and a unique commitment to our people. Our team is a highly valuable extension of our customer base, providing leadership and execution that enables meaningful, outcome-based engagement from the front line to the c-suite. Through diversity and teamwork, the Mass Markets team presents a passionate and pragmatic approach to balancing challenging business process outsourcing. While we take our clients’ business results seriously, we also enjoy what we do, which shows in our proactive, improvement-focused support for our clients.
Anthony Marlowe is the CEO of Mass Markets, GravisApps, and MCI. In 2003, Marlowe co-founded the well-known call center industry Business Process Outsourcing (BPO) company, TMone, and served as its CEO until 2007. Marlowe was recognized by Inc. Magazine in 2007 as one of the 25 youngest CEOs in America. From 2008 to 2015, Marlowe served as TMone's President. In early 2015 Marlowe fully transitioned the company to ERC Holdings, LLC. In 2013, Marlowe had sold 83% of his interest in TMone to Enhanced Resource Center, an RLJ Equity Partners/The Carlyle Group Company. TMone had been nationally ranked on Inc's list of America's Fastest Growing Companies for 8 consecutive years (2007-2014). Marlowe is also co-owner of a professional stock car racing team based in Charlotte, N.C. that competes full-time in the Monster Energy NASCAR Cup Series.
Mass Markets was launched on October 1st, 2015 by Anthony Marlowe after Marlowe Companies Inc, LC (MCI) acquired TMone, LLC back from ERC. The company, headquartered in Iowa, provides Anything-as-a-Service (XAAS), Business Process Outsourcing (BPO), Cloud Call Center Software-as-a-Service (CCAAS) and Managed Services for Fortune 100 and emerging market clients. The company's numerous American-based service delivery, customer contact and data centers have 1,500 seats of capacity throughout Iowa and South Dakota.
At the age of 22, Marlowe directly led a sales organization of over 200 employees and became the youngest member of management to be inducted into the MCI Telecommunications Hall of Fame. His contributions were consistently recognized by executives with several awards, including “Best of the Best” and MVP for his work in Arlington, VA at the company’s International Call Center Services hub.
In 2016, Marlowe started to make a name for himself of Republican Politics by being the go-to man for Donald J. Trump for President, Inc’s teleservices technology and execution.
Marlowe and his wife Julia reside near Iowa City, IA.
Jason Falco holds a Masters of Technology Management degree from the University of Denver, and a Bachelor of Science in Business Administration degree from the University of Northern Colorado. Falco is a proven leader with 27 years of experience and success in operations, sales management, channel management, marketing, project management, process development, consulting, business development and business process outsourcing. His core strengths include leadership, organization, analysis, and business planning. After obtaining his undergraduate degree, Jason spent 8 years at MCI where he centralized all mid-market customer service functions into a call center environment, saving the organization $3 million per year. Next, he spent 3 years at Evolving Systems, where he worked with software development teams to ensure appropriate revenue recognition. In addition, he worked with Marketing to implement a product development stage-gate process that incubated new ideas more efficiently through formalizing the go to market decision-making process.
Jason's most recent experiences were at Qwest, where he was Director of Vendor Management and Alternative Markets. His organization generated over $280 million in net sales revenue/yr. To accomplish this, he partnered with over 30 different call center suppliers and 24 Alternative Markets partners across an 11-year period. During this tenure, Falco's organizations contributed over 40% of the total high-speed internet sales for the CenturyLink Consumer organization. From 2010 to 2011, he grew the Alternative Markets channel by 70%+ year over year. Throughout his career, Jason has run virtually every type of residential and commercial call center program. His teams have been responsible for over 1,300 full-time agents and 5,000 shared agents throughout the U.S., Canada, and Latin America. Jason has also traveled extensively, visiting 17 countries across 3 continents. All of his prior experiences have honed his ability to translate clients requirements into operational excellence - one of his main specialties and a skill set that positions Mass Markets for dramatic growth in 2017 and beyond.
VP IT Systems & Reporting
Michael Gray is currently the Vice President of IT Systems and Reporting at Mass Markets and has over 20 years of IT experience in business process outsourcing industry. In his current role, Gray manages the IT Staff and is responsible for maintaining policies and best practices for Database Management, Software Development, Business Intelligence, and Reporting Analytics. Gray also oversees IT Security and Disaster Recovery / Business Continuity Planning at Mass Markets' four contact centers. Prior to Mass Markets, Gray was with Edge Teleservices where held roles in database programming, data processing automation, and taking leadership role early on as IT Director. More recently, Gray has utilized his skill and experience in data processing management and streamlining data workflows to successfully plan and manage several systems integration and platform migration projects.
ETHAN Z. DAVIS
Ethan Z. Davis is Vice President, Human Resources for Mass Markets where he is responsible for all human resource functions for the business process outsourcing (BPO), platform as-a-service (PaaS) and anything as-a-service (XaaS) divisions of the organization. Reporting to the COO, Davis leads the company's talent acquisition, recruitment marketing, staffing, human resource information systems, benefits, learning and development, employee engagement and corporate administration initiatives. As an experienced executive and 15-year veteran of Mass Markets, Davis brings a high level of business acumen in the areas of information technology, business intelligence and project management. Over his tenure, Davis has held multiple positions of increasing responsibility at Mass Markets, including Vice President of Talent Acquisition, Senior Vice President of Customer Experience and Vice President of Technology and Operational Support. A key executive leader in Mass Markets' growth, Davis has played a critical part in the organization's attainment of its long-range strategic plans and its innovative, process improvement approach to business process outsourcing. His diverse industry experience has been instrumental in multiple, vital business initiatives including new site deployments, disaster recovery, off-shore/near-shore partnerships and multiple acquisition integration and rebranding initiatives. Throughout his professional career at Mass Markets, Davis has pooled a wide array of invaluable experience supporting multiple verticals and unique business processes for Fortune 500 clients. Prior to joining Mass Markets in 2003, Davis spent several years in operations management at Infinity Marketing Solutions. He began his career in operations management at MCI WorldCom in 1999.
VP of Business DevelopmentJonny brings over 17 years of industry experience to Mass Markets. Jonny has held accountability in areas of operations management, sales, account management, performance management, business process definition, training, mentoring, recruiting and business planning/development. Jonny has worked for multiple well-known BPO firms, helping them solidify operations, project management, process management, client services and client satisfaction. Recognized as a “catalyst” for positive change and a transformational leader who approaches challenges with energy, humor and an infectious desire to top results. Talented communicator working comfortably with C-Suite, Board Level and Management to shape strategic direction and long term vision. Action-oriented professional with a chronicle of success propelling growth through the conception and building of new revenue. After years on the road and the rigor of running point for Operations Jonny recently stepped into a new role leading the business development division for Mass Markets. Jonny holds a Bachelor of Arts degree with an emphasis in Marketing from the University of Northern Iowa. Additionally, he holds numerous contact center certificates that encompass leadership, process improvement, and sales management. Jonny has extensive experience in multiple verticals, including telecommunications, financial services, MSO/cable, membership clubs and energy markets. Jonny's comprehensive background enables him to provide a well-rounded view of the BPO space as he helps strategize and develop best practices for Mass Markets and its partners.
SR. Director of Operations
Catrina Rodgers is the Sr Director of Operations for our Spearfish, SD office located in the heart of the beautiful Black Hills! Leading the center to success by creating a solid team work environment with all employees focusing on the goals of the company and clients they support. Joining the Mass Markets leadership team in September 2011, Catrina initially directed her energy on creating solid client relationships and growing those she supported both internally and externally to continued growth. Through effective coaching and mentorship, she found herself shortly thereafter, managing all day to day interactions for the Spearfish location and all clients they support by accepting the Director of Operations position.
Consistently driving results for overall organizational strength by creating all tools needed for success at all levels of the business, never leaving any stone unturned. Before devoting her professional career to Mass Markets, Catrina grew her knowledge and skills through 13 years of prior call center experience in both inbound and outbound organizations. Building a strong bench within her teams, she focused on every individual player giving each one strength and focus in their area of expertise. Outside of her professional career, Catrina enjoys spending her time with her husband and son exploring the great outdoors creating lasting memories!
SR. Director of Operations
Dennis Dorman is Director, Operations for Mass Markets where he is responsible for recruiting, staffing, training, production, quality and overall success of the Mass Markets West Des Moines contact center. Dennis is an experienced leader with more than 15 years in the BPO, CRM, and Contact Center Industry with more than 7 years’ experience at Mass Markets. Dennis has honed his skills in other departments over the years and brings expertise to his position in the areas of Customer Experience, Account Management and Client Services, Sales Management, Employee Retention, Process Improvement, and Workforce Management. Dennis has helped Mass Markets grow through launching operations in new contact centers in Des Moines, West Des Moines, and Dakota Dunes
Dennis started his career with Access Direct in 2001 where he developed relationships with industry veterans and future TMone leaders. It was there that he honed his skills in sales leadership. Dennis held similar positions with Florida based Precision Response Corporation, managing contact centers in Des Moines, Ames, and Marshalltown Iowa.A Des Moines native Dennis Received a Bachelor Degree from the Henry B. Tippie College of Business at the University of Iowa in 2003, and is a graduate of Valley High School in West Des Moines Iowa. Dennis enjoys spending his free time with his family, wife Amy, and twin daughters Maria and Christina. Dennis also enjoys traveling, music, and the fine arts.
Director of FinanceChristina Thomsen is the Director of Finance for Mass Markets and is responsible for managing the payroll and accounting departments for both the business process outsourcing (BPO) and anything as-a-service (XaaS) divisions of the business. Christina leads the company’s functions related to accounts payable, accounts receivable, payroll processing, financial reporting, and other finance-related initiatives. Since she joined the company in 2011, Christina has held a variety of positions with the company, including Team Supervisor and Senior Staff Accountant. As a member of the Mass Markets executive team, Christina has been involved in assisting the company in streamlining the company’s financial and payroll processes, including being a part of improving the financial reporting processes and providing consolidated financials to the company’s executive team on a daily, weekly, and monthly basis. Before becoming a part of the Mass Markets team, Christina graduated summa cum laude, receiving her Bachelor of Arts from Morningside College.
Director of Network EngineeringLee Shoup is Director, Network Engineering for Mass Markets where he is responsible for all information technology support functions within the organization. Reporting to the VP of IT Systems and Reporting, Shoup leads the desktop support, systems administration, security and network engineering initiatives. As a 5-year veteran of Mass Markets with over 18 years of call center information technology experience, Shoup possesses the knowledge to keep Mass Markets moving forward. Throughout his career, Shoup held positions of Network Support Technician, IT Helpdesk Manager and Senior Manager of IT.
Director of SaaS
Lee Liu is currently the Director, SaaS for Mass Markets where he is responsible for all database related management, development and business intelligence functions for the business process outsourcing (BPO), platform-as-a-service (PaaS) and anything-as-a-service (XaaS) divisions of the organization. Reporting to the IT System & Reporting VP, Lee oversees the company's database management and business reporting system which supports human resource, Finance, and Operation departments. As an experienced manager and 20-year veteran of IT Professional, Lee brings a high level of expertise in the areas of information technology, business intelligence, and project management.
Lee started as a reporting developer at Mass Markets in 2013. As the data architect, Lee conducts in-depth technical analysis of all database systems, including the governance framework, architecture, and disaster recovery and business continuity. With the certificate of Microsoft Certified System Developer, Lee maintained the database system which has 700GB across 100 databases, built SSIS packages to load tens of thousands of records of third party data every day. Lee also developed critical components in C# to perform automation operations such as Excel report generation and recording files processing. Lee’s expertise is with performance tuning. In some cases, space and / or time cost were reduced by more than 90%. Lee continuously evaluated new technologies as they apply to company needs so that the department can stay on top of the cutting edge. Lee is proficient in both database programming and frontend reporting development languages.
Director of Compliance & CAASNate Monroe is Director of Compliance and CAAS (Communications as a Service) for Mass Markets, where he is responsible for managing the overarching regulatory policy for the company with regard to state and federal rulemaking, ethical business practices, and customer interaction in addition to managing the development and deployment of Mass Markets’ diverse telephony infrastructure, communications software, services, and supporting technologies. Over the course of his nine-year tenure, Monroe has held positions of increasing responsibility in operational leadership, employee development, quality assurance, telephony and dialing systems, data management, business intelligence, project management, and corporate business development and sales support. Playing a key role in growth and continuous improvement initiatives throughout the organization, Monroe brings experience from the successful deployment of more than 15 high profile clients into Mass Markets’ production environment and provides critical insight into the technological, operational, and strategic approach necessary to achieve results for existing long-term clients and new opportunities alike.
Director of Talent AcquisitionFor over 15 years, Kate has grown with the ever changing BPO & Contact Center Industry. Since starting on the phones as a sales agent, she has held operations management roles until her recent move to Talent Acquisition in 2015. As Director of Talent Acquisition Operations, Kate has led her team through numerous months of record breaking growth and expansion. In her role, Kate leads the Talent Acquisition team in their recruiting efforts to staff Mass Markets with the most effective and reliable employees. Vital to our growth, Kate is a relentless change agent; implementing countless improvement focused initiatives on Mass Markets recruiting & hiring efforts. Shattering multiple records in her department, Kate continues to raise the bar daily. She has helped to create and maintain strong interdepartmental relationships that have aided in increasing company efficiency and profitability. Kate holds a BA in both classical languages & international studies from the University of Iowa. In her spare time, Kate enjoys the outdoors and spending time with her multitude of pets and farm animals.
Director of Executive AnalyticsCharles Westfall is the Director of Executive Analytics for Mass Markets where he is responsible for all workforce management, business intelligence, and data analytics for the business process outsourcing(PBO), platform as a service (PaaS) and anything as a service (XaaS) divisions of the organization. Reporting to VP of Systems Integration and Reporting. Charles has studied Data Analytics at SNHU, is a certified green belt in six Sigma and has over 10 years of experience working with fortune 500 companies as a reporting analyst. Throughout his career here at Mass Markets Charles held multiple positions of increasing responsibilities such as WFM and Business Intelligence. Charles’ experience has provided analytical data to support decision-making at executive levels that has helped bring in new clients and grow the company. Charles is knowledgeable in advanced Excel operations, VBA/VBS, SQL, predictive modeling, and has developed many automated reports that has helped all programs succeed. Before his career at Mass Markets, Charles was the Site Operational Analyst for a global call center. On his free time, Charles loves to travel with his son, and is determined to visit each state and country in North America.
OVER 13 YEARS OF OPERATIONAL EXCELLENCE
Mass Markets was originally founded in 2003 as TMone. After selling the company in 2013, Mass Markets’ original founder, Anthony Marlowe re-acquired 100% of the company from Enhanced Resource Centers (ERC) and rebranded it Mass Markets, LLC in October of 2015. Mass Markets has a rich history of unrelenting growth with eight consecutive years on Inc. Magazine’s list of Fastest Growing Companies. Mass Markets has grown from a humble 5,000 square foot contact center with under 50 employees to 800 employees across four contact center facilities. With a capacity of 2,500 and growing, Mass Markets looks forward to continuing to expand across ever facet of the organization.
STATE-OF-THE-ART FACILITIES & STRONG TALENT POOLS
All Mass Markets locations are in the Midwest to provide our customers with a strong, accent neutral workforce in markets with sustainable staffing and strategic cost advantages.
MORE TO COME – 2017
SOCIAL RESPONSIBILITY WITH INTEGRATED BUSINESS GOALS
Committed to the people and communities where we operate. Our commitment to corporate citizenship is embedded in our culture. Involvement in community events, philanthropy, environmental sustainability and various fundraising is our duty to others as well as part of our corporate responsibility strategy to further corporate social responsibility (CSR), sustainability initiatives and aid in building a strong base for our brand while facilitating employee engagement.
By blending corporate citizenship with Mass Markets business goals, we build a more robust set of tools to serve our customers, shareholders and most importantly, our people.
WE APPRECIATE UNIQUE PERSPECTIVES & NEW IDEAS
Mass Markets thrives because of the diversity of our extraordinary team members. An open-minded, diverse workforce composed of different backgrounds is a strategic imperative.
Mass Markets is happy to participate in our clients’ diversity programs. Our company strives to do all we can to assist our clients in meeting their diversity goals.
HAVE A PROJECT IN MIND?
LET'S TALK HOW WE CAN ACCOMPLISH IT TOGETHER
The Mass Markets team is ready to support your domestic outsourcing needs. For inquiries or additional information, please contact us below. We look forward to connecting!