WE ARE FPS

Put People First

Drive Breakthrough Results

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We are customer engagement specialists who “connect-the-dots” between best-of-breed technology and daily execution of omni-channel programs with the best available people and processes to solve urgent business problems.

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.

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Grace

Respect and appreciate differences.

Empathy for one another.

Make work personal.

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Accountability

Act like an owner. Take pride in our work. Measure personal & client results. Be passionate about winning.

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Excellence

Deliver exceptional client results. Reward and recognize performance, relentless pursuit of improvement.

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Integrity

Do what’s right for everyone. Team before self. Create an atmosphere of mutual respect.

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.

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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

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Meet Our Executive Team

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AMIT
BASAK

CHAIRMAN, PRESIDENT
& CO-FOUNDER

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Amit has a unique combination of management, sales, marketing, strategy, private equity and M&A advisory experience, coupled with an entrepreneurial mindset and a passion for developing teams that excel.

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STEVE
KEZIRIAN

CEO & CO-FOUNDER

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With extensive experience dedicated to developing and training high-functioning teams, Steve firmly believes that heavy investment in people delivers exceptional business results.

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JASON
KIBILKO

SVP - SYSTEMS & TECHNOLOGY

& CO-FOUNDER

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Jason Kibilko has 18 years in contact center operations, software development, and technology. Jason's work in contact center operations began in 2001 when he joined Sprint.

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SONDRA
COOPER
MA, SPHR, CPCC

VP - PEOPLE & CULTURE

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Sondra’s passion, commitment and experience in creating a best-in-class employee experience to drive business results aligns directly to our mission to create conditions in which people thrive.

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SHANTANU
DHAKA

CHIEF PRODUCT OFFICER

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Shantanu oversees all strategic and operational aspects of product, analytics, engineering and IT at FPS.

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CHIQUI
MANUEL

VP - PERFORMANCE SUPPORT

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Chiqui leads Global Performance Support for Full Potential Solutions and is passionate about driving performance through innovative training development and delivery, and robust continuous improvement efforts in quality and customer satisfaction.

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NISHANT
PENTAPALLI

VP - SOFTWARE DEVELOPMENT

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Nishant is a senior software architect and technologist with extensive experience in designing, architecting, building and delivering large-scale, enterprise-class SaaS-based as well as on-premise products.

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