WE ARE FPS
Put People First
Drive Breakthrough Results
Our Values and Mission
These values enable us to achieve our mission: to a create an environment where our people thrive.
Full Potential Solutions operates on a set of four core values: Integrity, Excellence, Accountability and Grace. These values inform everything that we do - from the people we hire, to how we service our clients, to every interaction we have.
Grace
Respect and appreciate differences.
Empathy for one another.
Make work personal.
Accountability
Act like an owner. Take pride in our work. Measure personal & client results. Be passionate about winning.
Excellence
Deliver exceptional client results. Reward and recognize performance. Relentless pursuit of improvement.
Integrity
Do what’s right for everyone. Team before self. Create an atmosphere of mutual respect.
Brand Promise
Our Brand Promise is to be our clients’ most trusted, CX innovation partner. Traditional, human-only solutions are broken, and the traditional BPO industry is a relic. We help our clients select, integrate, deploy, and manage the best available technology tools to bundle virtual and human agents to achieve their operational efficiency goals, while also taking their customer experience to the next level to maximize LTV:CAC.
Our Philosophy
Employees need to have the tools, structure and support to be successful. If we can retain people longer by rewarding them financially and emotionally so that they are invested in and excited by their work, our overall performance for our clients continually reaches new heights.
We employ a formula for execution that includes recruiting, training, analytics and culture to create a virtuous circle that ensures the best possible client results and financial performance.
Our strategy involves paying people a 15-20% premium, leveraging daily scorecards to measure individual results, rewarding and recognizing exceptional performance, listening to and implementing team feedback, and empowering employees to make their own decisions. Beyond our people, we deploy technology solutions that integrate best of breed tools for omnichannel programs.
FPS delivers excellence across every critical function needed to deliver the results we need. From how they deploy technology, how they hire the right agents, to training, to coaching in a data-driven way, to quality assurance, I have complete confidence they represent our brand promise. Moreover, they are consistently our top performing customer acquisition partner. The operational excellence and proactive communication and problem-solving is not even close to what I have seen from anyone else, and I’ve worked with outsourced vendors for over two decades. I feel like they are my team and raise the bar for my company. They not only talk about putting their people first to drive break-through results, I see it every day in the positive and graceful way they work with our team as well as our dashboards. They do what they say they will, and I am delighted to call them my partner.
SVP of Sales, Publicly-Traded Telco Provider
Meet Our Executive Team
Amit Basak has had a successful 25-year career serving in leadership roles for global companies, building value by applying his own life values to everything he does.
CHAIRMAN, PRESIDENT & CO-FOUNDER
AMIT
BASAK
With extensive experience dedicated to developing and training high-functioning teams, Steve firmly believes that heavy investment in people delivers exceptional business results.
CEO & CO-FOUNDER
STEVE
KEZIRIAN
Jason Kibilko has 19 years in contact center operations, software development, and technology. Having started as an agent, Jason brings a unique perspective.
SVP - SYSTEMS & TECHNOLOGY
& CO-FOUNDER
JASON
KIBILKO
Shantanu oversees all strategic and operational aspects of product, analytics, engineering and IT at FPS.
CHIEF PRODUCT
OFFICER
SHANTANU
DHAKA
Paul has led high-performing teams through dynamic and increasingly complex environments at global companies for over 25 years. The pace of tremendous change in both the market and technology has only served to crystallize Paul’s motivating passion: To build and grow meaningful and sustainable businesses by focusing on both customers and team members in their interactions with technology.
CHIEF INNOVATION
OFFICER
PAUL
IGNASINSKI
Chiqui Manuel brings 19 years of experience in the global contact center space. Having worked with Steve Kezirian, Full Potential’s CEO, at two industry leading companies, she jumped at the chance to join him at Full Potential because she recognized that his unique and affirming management style would bring opportunities she might not have found in other more traditional contact center organizations.
VP PERFORMANCE
SUPPORT
CHIQUI
MANUEL
What started as a moonlighting job as an agent in a contact center quickly turned into a blazing career trajectory for Marc Blais.
VP OPERATIONS
MARC
BLAIS
Rex started as an agent in 2005, and rapidly ascended to VP of Operations roles for two other well-known BPO (Business Process Outsource) companies.
VP OPERATIONS
JOHN REX
ARENAS
Deepak has led a successful 20-year career managing large teams of professionals in customer experience, sales and support across a number of different sectors.
VP & GM INDIA
DEEPAK ASWAL
Stephane has more than 20 years of experience working in some of the world’s most sophisticated global technology hubs. He began his career at Bloomberg where he worked for 10 years before moving on to other organizations and eventually landing at Full Potential Solutions in 2020.
VP IT & SEC
STEPHANE MINISINI
Kiko is the Vice President of People & Culture in addition to overseeing Full Potential’s Global Acquisition team. In his experience, acquisition efforts must be strongly supported by positive culture and retention efforts to achieve exceptional results for the team and the company’s clients.
VP PEOPLE & CULTURE
KIKO MOLDERO
