Segoso Company Profile

Background

Overview

Segoso, established in 2020, is a privately held nearshore outsourcing provider specializing in customer experience solutions. Operating primarily from Montego Bay, Jamaica, with additional facilities in Mexico and the United States, Segoso offers a comprehensive service delivery model that includes nearshore, onshore, and work-at-home options. This flexibility enables the company to cater to a diverse clientele across various industries.

Mission and Vision

Segoso's mission is to deliver exceptional results for clients through a world-class team dedicated to creating outstanding customer experiences. The company envisions itself as a strategic partner for forward-thinking brands that prioritize customer experience and team empowerment.

Industry Significance

As a mid-sized global player in the outsourcing and offshoring consulting industry, Segoso provides essential contact center services to leading brands in sectors such as telecommunications, fintech, healthcare, energy, travel, logistics, hospitality, retail, and e-commerce. The company's innovative flat management strategy leads to low attrition rates, high-performing teams, and successful client key performance indicators (KPIs) like Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).

Key Strategic Focus

Core Objectives

Segoso aims to offer flexible, scalable, and cost-effective outsourcing solutions that enhance customer satisfaction and drive measurable success for clients.

Areas of Specialization

The company specializes in:

Call Center Customer Service: Providing personalized care through inbound and outbound call services, including collections, customer service, sales, reservations, and telemarketing.

Back Office Client Services: Handling administrative tasks such as data entry, claims processing, and payment handling to streamline client operations.

Omni-Channel Communications: Utilizing voice, chat, SMS, email, and letter services to create seamless, first-party connections between agents and customers.

Key Technologies Utilized

Segoso employs a robust technology stack to support its operations, including:

Databases: MySQL, Microsoft SQL Server

Development Tools: Webpack, TypeScript

Performance and Analytics: Google Tag Manager, Google Analytics

Communication and Collaboration: GitHub, HubSpot Chat

Primary Markets Targeted

Segoso serves a diverse range of industries, including:

Telecommunications

Fintech

Healthcare

Energy

Travel and Hospitality

Retail and E-commerce

Financials and Funding

Funding History

As a privately held subsidiary of Atlanta-based Sequium Asset Solutions LLC, Segoso's specific funding details are not publicly disclosed.

Intended Utilization of Capital

The company focuses on investing in technology infrastructure, employee development, and expanding its service offerings to enhance client satisfaction and operational efficiency.

Pipeline Development

Key Service Offerings

Segoso continually develops and refines its service offerings to meet evolving client needs. Current initiatives include:

Enhanced Omni-Channel Support: Integrating advanced communication platforms to provide seamless customer interactions.

AI-Driven Analytics: Implementing machine learning algorithms to analyze customer data and improve service delivery.

Industry-Specific Solutions: Developing tailored services for sectors like healthcare and fintech to address unique challenges and compliance requirements.

Technological Platform and Innovation

Proprietary Technologies

Segoso leverages proprietary technologies to ensure secure and efficient operations, including:

Secure Technology Application Stack: Flexible integration capabilities with client systems.

Comprehensive Security Measures: Paperless environment, physical security protocols, and stringent data protection policies.

Significant Scientific Methods

The company employs advanced methodologies such as:

Intelligent Software Monitoring: Utilizing tools like Prodigal for 100% event monitoring and quality assurance.

Behavioral and Skills-Based Testing: Implementing the EASY Solutions Fit Index for recruitment to match candidates with suitable roles.

Leadership Team

Executive Profiles

Sebastian Tickle, President & CEO: With 28 years of experience in the Caribbean's BPO, tourism, and airline industries, Tickle brings expertise in BPO implementations, operations, sales, finance, and business development.

Meghan Jean, Chief Compliance Officer & General Counsel: Oversees compliance and legal matters, ensuring adherence to industry regulations and standards.

James Harrelson, Chief Technology Officer: Leads the technological strategy, focusing on infrastructure development and innovation.

Kalie Schubert, Director of Business Development: Drives growth initiatives and fosters client relationships.

Ingrid Trevino, Director of Client Acquisition: Manages strategies for acquiring new clients and expanding market reach.

Ricardo Treviño, Country Director – Mexico: Oversees operations and business development in the Mexican market.

Terence Cheatham, Chief Human Resources Officer: Leads HR strategies, focusing on talent acquisition and employee development.

Tracey Baugh, Head of Employee Development: Manages training programs and professional growth initiatives.

Ashish Jhingran, Head of Workforce Management: Oversees workforce planning and operational efficiency.

Randal Bernard, Director of Training and Organizational Development: Leads training programs and organizational development strategies.

Leadership Changes

As of June 2025, there have been no significant changes or appointments within Segoso's leadership team.

Competitor Profile

Market Insights and Dynamics

The outsourcing and offshoring consulting industry is experiencing growth due to increasing demand for cost-effective and scalable customer service solutions. Companies seek partners that offer flexibility, technological integration, and industry-specific expertise.

Competitor Analysis

Key competitors in the nearshore outsourcing sector include:

itelCX: Provides outsourcing and offshoring services with a focus on customer experience.

Conduent: Offers diversified business process services, including customer care and transaction processing.

Transworld Systems Inc.: Specializes in accounts receivable management and customer engagement solutions.

These competitors focus on delivering comprehensive customer service solutions across various industries, leveraging technology and global talent pools.

Strategic Collaborations and Partnerships

Segoso collaborates with technology providers and industry partners to enhance service offerings and operational capabilities. Specific partnership details are proprietary and not publicly disclosed.

Operational Insights

Strategic Considerations

Segoso's flat management structure enables rapid decision-making and adaptability, providing a competitive advantage in responding to client needs. The company's focus on employee development and low attrition rates contribute to high-quality service delivery.

Market Position

By offering flexible, scalable, and cost-effective solutions, Segoso positions itself as a preferred partner for companies seeking nearshore outsourcing services.

Competitive Advantages

Flat Management Structure: Enhances efficiency and responsiveness.

Technological Integration: Utilizes advanced tools for monitoring and quality assurance.

Industry-Specific Expertise: Provides tailored solutions across diverse sectors.

Strategic Opportunities and Future Directions

Strategic Roadmap

Segoso plans to expand its service offerings by integrating emerging technologies such as artificial intelligence and machine learning to enhance customer interactions and operational efficiency.

Opportunities for Expansion

The company aims to enter new markets and industries, leveraging its expertise to provide customized outsourcing solutions.

Positioning for Future Objectives

By maintaining a focus on innovation, employee development, and client satisfaction, Segoso is well-positioned to achieve its future objectives and sustain growth in the competitive outsourcing industry.