President and CEO
Kent MacPhee is a change-maker in an industry built on a model of cost-cutting at the expense of its front-line employees. He assumed the role of Chief Executive Officer amidst the economic recession in 2008 with a vision for Advantage Communications to become an all-encompassing value-add service partner. In his seven years as President and CEO of Advantage Communications Inc. (ACI), Kent MacPhee has ensured that every decision – large and small – puts people first. This is how ACI has come to play in a league of its own. Kent was a proud Eastern Canada nominee for the Earnst & Young CEO of the Year Award in 2015.
Advantage Communications strategic partnership with ICD Group in Jamaica in 2013 was spearheaded by Kent, greatly enhancing the scalability and efficiency of ACI. As former Chief Operating Officer of HGS Canada (then OLS), Kent helped grow the company from 30 to 1700 people across Eastern Canada. His genuine ardour for his staff and belief in the capabilities of his teams foster a culture of loyal, engaged, expert employees who contribute to the increasing agility of this maritime company.
Kent is active in the community, supporting political campaigns and sitting on a variety of advisory groups for philanthropic organizations. Dedicated to giving back and sharing insight from his breadth of experience, Kent frequently speaks to university classes and is a mentor with Futurpreneur Canada.
Vice-President and CFO
Jeff Willis joined ACI in 2000 as a part-owner and helped grow the company from a start-up with 15 employees to over 400 fully-trained agents. He is a Chartered Accountant and industry consultant specializing in business process outsourcing with years experience at PricewaterhouseCoopers and Coopers & Lybrand.
Jeff is hands-on with every client partnership, consulting on best practices for transition to outsourcing, mitigating risks, and creating fully customized contact centre programs that harmonize cost efficiency and customer service.
Vice-President of IT and Innovation
Kris O’Brien is a Customer Operations Performance Centre Coordinator (COPC) and previously managed a program that received the first ever perfect COPC score in Canada. He is committed to putting people first. With a history managing the iPod and iPhone programs for Apple in Canada and the U.S., Kris brings people and technology together for the success of each program at ACI. Kris joined Advantage Communications in 2009, after 13 years as a manager with HGS (then OLS).
Vice-President of Operations
Christine Werner is responsible for building strong teams and world-class customer experience as our offshore operations continue to grow. She has 20 years of international experience in Operations, Customer Experience and Service Delivery, as well as a specialized expertise in fostering employee-centered culture aligned with organizational values and goals.
Before joining Advantage Communications in 2016, Christine was Head of Canada Care for Intuit; Leading support operations, digital and social customer care strategy, performance and process improvement initiatives, customer innovation and alignment across all channels. Prior, she lived in Kuala Lumpur for two years working with PricewaterhouseCoopers Malaysia, where she created and led the Customer Experience Advisory Team within the Operations and Finance group for the APAC region. Her team helped global and regional organizations develop and implement customer-centric strategies.