Our Leadership Team
Serena Godfrey - Chief Operating Officer
With over 25 years of experience in the BPO industry, Serena has led high-performing, customer-centric contact centres for some of the world's most recognised brands. Having worked on both sides of the outsourcing equation—as a client managing in-house operations and as a service provider running large-scale BPOS—she brings a unique, well-rounded perspective to building and optimising outsourced teams.
Serena has held senior leadership roles at customer-obsessed companies such as Netflix and Vistaprint, where she was instrumental in shaping world-class customer service strategies. As Vice President of CARE at Vistaprint, she oversaw the company's global contact centre operations, ensuring seamless customer support across multiple geographies. As Chief Experience Officer at itel CX, she played a pivotal role in expanding operations and driving service excellence at scale. Most recently, she was instrumental in overhauling the customer service operations at Client Communications Services, making significant efficiency gains while reducing customer dissatisfaction.
