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Monday, November 4, 2024

Peak Outsourcing: A unique outsourcing company managed with a 'non-corporate' attitude

The Business of Law
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Peak Outsourcing owner Edward Moore was one of the company's founders. | Provided

In 2011, Edward Moore, Patrick Freking, Kim Curtis and Joe Devine founded Peak Outsourcing International, with only five employees and one line of business.

A decade later, the company, headquartered in the Philippines, has expanded to 20 lines of business from technical voice support and chat support to high-end web development. 

It's a unique outsourcing company operated and managed from a non-corporate attitude that allows for Peak to be agile and flexible with customer needs. It has taken slow and   pragmatic steps to growing its business. Modest office space, only paying fair market executive salaries, and scrutinizing new business clients are just some of the ways Peak has managed to succeed.

The co-founders are still in top leadership positions at Peak, holding positions from owner to chief financial officer.

"These key  players meet a few times a week every week to ensure the  business does all it can to maintain and improve all facets of the business," the company's business plan states. "Meetings consist of needs around growth, client, and operational/support staff and include the pertinent leaders for each discussion." 

Peak's COO Michael Sendall oversees all operations and is responsible for more than 565 full-time operational agents and for every 100-155 agents/staff there is an appointed operations manager, or in some cases a Senior Operations Manager. They all report directly to Michael.

The administrative, nursing, utility, and human resources staff is all overseen By Mrs.Chary “Chao” Bacong and consists of around 45 staff. Chao and the Accounting Department directly report to Owner/Operator Moore. Michael Riek, Peak’s chief revenue officer, oversees Sales and Marketing. James Reynolds, the VP of Client Services and Business Development reports directly to Riek and meets regularly with owner/operators Moore and Freking. 

In each of Peak’s office locations, there is a site director who also reports to Sendall and an owner each week. 

Members of the board of directors are Moore, Freking, Devine, Sally Margarejo and Jon C. Salandanan.

Peak  Outsourcing, founded in 2011 and  headquartered in the Philippines,  provides exceptional customer  experiences for global, small and medium  enterprise (SME) customers by  delivering custom outsourcing services  that create value through cost  savings and brand loyalty by employing  passionate and emotionally  intelligent agents. For more information,  visit  www.peakoutsourcing.com

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