When did you join Bespoke? In September 2020, I joined Bespoke International Group, bringing with me 14 years of experience in contact centers. Prior to this, I had a successful tenure at a leading South African outsourcing company. My journey in this industry has been diverse, allowing me to explore various roles and sectors, both…
The U.K. energy sector is contributing to our continued growth, with several brands now part of our client portfolio, we are delivering a mixture of sales and customer service solutions that focus on customer retention, revenue collection and enhanced customer experience. We are at the forefront of meeting this demand through activities such as: Smart meter installation…
Quality Assurance (QA) sits at the very heart of our culture – it is a systematic process that ensures consistency of quality in every facet of our service. Our primary goal is to ensure that the final output meets the specified requirements and expectations of our clients and maintains the consistency, reliability, and effectiveness of our…
We’re delighted to announce considerable growth in our retail sector client base, the impact of which is enabling us to project continued revenue increases in the second half of 2023 and through into 2024. Our teams have huge experience in the sector and we are able to offer a full range of services to both high…
This month, we have taken stock of the last financial year and been able to analyse the business performance in terms of turnover, headcount and profit. In-line with the upward trajectory recorded in the previous 3 years since our inception in 2019, we have once again recorded impressive growth in all areas. This continued growth…
Bespoke International Group has just turned 4, and what a celebration it was! Watch our video here: Bespoke 4th anniversary v.210623 from bespoke international group on Vimeo. Bespoke International Group 4th Anniversary from The Agency Creative on Vimeo. Since the inception of the business in 2019, we are incredibly proud of the journey we…
Here at Bespoke International Group, we’re incredibly proud of our diverse, talented and experienced team. From floor to board, everyone has a key part to play in our success and meeting our growth aspirations. Some new faces have joined the Bespoke family in recent months, developing and strengthening our capabilities even further. We delighted that…
Bespoke has always had a strong focus on customer data security, and information security in general. As part of that ongoing commitment to infosec, we are well established with ISO 27001 certification, a huge milestone for our business. This makes Bespoke one of the few South African contact centre outsourcers to achieve it. What exactly…
We are delighted to welcome Keith Shanks to our team. Joining as Business Development Director – UK, Keith has the responsibility of overseeing and delivering our business development strategy within the UK region. A seasoned CX sales professional, Keith has been involved in the outsourced CX industry since 1998. He brings with him a huge…
We recently posted about the extraordinary growth we’ve experienced over the past 12 months. This comes after another strong performance in 2021, and can be attributed to significant growth across all markets, particularly Energy and Retail. As we head towards 2023, it’s a timely opportunity to reflect on just what lay behind our performance,…
Richard DawsonBUSINESS DEVELOPMENT MANAGER
Mohammed Gafoor CHIEF FINANCIAL OFFICER
Mohammed is a qualified Chartered Accountant (South Africa) and has overall responsibility for the financial reporting and analysis for the group.
Mohammed began his career as an auditor at one of the “Big 4” Auditing firms and led audit engagements for a wide variety of clients ranging from chemical and shipping companies to medical schemes and large listed JSE clients. He went on to work in financial services for the largest asset manager in South Africa heading up their Life and Retirement Accounting teams and later heading up their Finance Analytics team where he gained robust data analytics experience. Mohammed then went on to be the Group Financial Director of a leading telecoms BPO where he enhanced the financial reporting of the group, improved the BEE Equity Structure unlocking 10% of the group’s value, implemented rigorous tax reforms, led the group restructuring strategy and secured significant levels of funding for the BPO’s expansion.
Mohammed brings with him a wealth of commercial experience as well as exceptional technical and analytical skills and is well placed to lead the financial activities of Bespoke International Group.
Adam Maghrouri VICE PRESIDENT OF AMERICAS
Adam Maghrouri has strengthened his work experience throughout his career, enabling him to participate in both start-up and established companies in TMT. With his skill set focused on growth and business development.
In his most recent role at PACKETOP, Adam Maghrouri managed all the company's daily operations in Americas, including sales of the company's signature AI algorithm, Data Monetization product suite including PBO services. Data Monetization helps telecommunications, Enterprise, Media, Financial & Utilities operators to track revenue and risk management, improving customer experience and performance with the development of data-based strategy.
Adam Maghrouri has a proven track record in successful creation and execution of strategic sales & marketing programs. Additionally, his specialties include profit and loss management, mergers and acquisitions, operations management, and strategic planning. Mr. Maghrouri is an alumnus of Herringswell Manor, England, and resides in Virginia with his family.
Adam Maghrouri VICE PRESIDENT OF AMERICAS
Adam Maghrouri has strengthened his work experience throughout his career, enabling him to participate in both start-up and established companies in TMT. With his skill set focused on growth and business development.
In his most recent role at PACKETOP, Adam Maghrouri managed all the company's daily operations in Americas, including sales of the company's signature AI algorithm, Data Monetization product suite including PBO services. Data Monetization helps telecommunications, Enterprise, Media, Financial & Utilities operators to track revenue and risk management, improving customer experience and performance with the development of data-based strategy.
Adam Maghrouri has a proven track record in successful creation and execution of strategic sales & marketing programs. Additionally, his specialties include profit and loss management, mergers and acquisitions, operations management, and strategic planning. Mr. Maghrouri is an alumnus of Herringswell Manor, England, and resides in Virginia with his family.
Adam Maghrouri VICE PRESIDENT OF AMERICAS
Adam Maghrouri has strengthened his work experience throughout his career, enabling him to participate in both start-up and established companies in TMT. With his skill set focused on growth and business development.
In his most recent role at PACKETOP, Adam Maghrouri managed all the company's daily operations in Americas, including sales of the company's signature AI algorithm, Data Monetization product suite including PBO services. Data Monetization helps telecommunications, Enterprise, Media, Financial & Utilities operators to track revenue and risk management, improving customer experience and performance with the development of data-based strategy.
Adam Maghrouri has a proven track record in successful creation and execution of strategic sales & marketing programs. Additionally, his specialties include profit and loss management, mergers and acquisitions, operations management, and strategic planning. Mr. Maghrouri is an alumnus of Herringswell Manor, England, and resides in Virginia with his family.
Adam Maghrouri VICE PRESIDENT OF AMERICAS
Adam Maghrouri has strengthened his work experience throughout his career, enabling him to participate in both start-up and established companies in TMT. With his skill set focused on growth and business development.
In his most recent role at PACKETOP, Adam Maghrouri managed all the company's daily operations in Americas, including sales of the company's signature AI algorithm, Data Monetization product suite including PBO services. Data Monetization helps telecommunications, Enterprise, Media, Financial & Utilities operators to track revenue and risk management, improving customer experience and performance with the development of data-based strategy.
Adam Maghrouri has a proven track record in successful creation and execution of strategic sales & marketing programs. Additionally, his specialties include profit and loss management, mergers and acquisitions, operations management, and strategic planning. Mr. Maghrouri is an alumnus of Herringswell Manor, England, and resides in Virginia with his family.
Shelandra SebastianOPERATIONS DIRECTOR (ENERGY)
Seb is a dynamic leader of people with over 17 years of experience in the BPO industry. Having started off his career as a sales agent in a well established contact centre in London, he progressed and excelled in multiple roles which includes client and operational management in both the sales and customer service environment.
People are at the forefront of his focus and building strong working relationships at all levels Over the recent years. Seb has focused on managing customer service based campaigns in both the Retail and Energy space and has worked with large global partners.
Sheldon ReddyOPERATIONS DIRECTOR (ENERGY & SALES)
Sheldon’s journey in the BPO industry commenced in 2006 as a Sales advisor, and within 6 months he was recognized as the Top performing employee. His drive and pursuit for excellence resulted in Sheldon climbing the ranks to Head of Operations and currently Director of Sales.
Sheldon understands people science and harnessing this skill to recognise, support and develop talent at all tiers within Bespoke. He has core skills in data analysis, and he uses this to drive business revenue, exceed client targets and delivers growth of our client’s customer base.
Keith ShanksSALES DIRECTOR
Keith has 25 years of commercial success with in the global contact centre industry.
His early career included sales management at Mars, Siemens and Barclays Bank, where he led the asset finance division in Scotland.
He has extensive experience of securing new business, structuring deals, and relationship management at C-Suite level with UK corporates including HP, BT, ITV, Scottish Power, Barclays and Whitbread.
Keith also oversees our bid management function, delivering high quality bid and external communications documentation.
Working closely with our Group CEO, Keith uses his commercial background and desire to innovate, to execute Bespoke International Group’s new business growth strategy.
Richard DawsonBUSINESS DEVELOPMENT MANAGER
Mohammed Gafoor CHIEF FINANCIAL OFFICER
Mohammed began his career as an auditor at one of the “Big 4” Auditing firms and led audit engagements for a wide variety of clients ranging from chemical and shipping companies to medical schemes and large listed JSE clients. He went on to work in financial services for the largest asset manager in South Africa heading up their Life and Retirement Accounting teams and later heading up their Finance Analytics team where he gained robust data analytics experience. Mohammed then went on to be the Group Financial Director of a leading telecoms BPO where he enhanced the financial reporting of the group, improved the BEE Equity Structure unlocking 10% of the group’s value, implemented rigorous tax reforms, led the group restructuring strategy and secured significant levels of funding for the BPO’s expansion.
Mohammed brings with him a wealth of commercial experience as well as exceptional technical and analytical skills and is well placed to lead the financial activities of Bespoke International Group.
Adam Maghrouri VICE PRESIDENT OF AMERICAS
Adam Maghrouri has strengthened his work experience throughout his career, enabling him to participate in both start-up and established companies in TMT. With his skill set focused on growth and business development.
In his most recent role at PACKETOP, Adam Maghrouri managed all the company's daily operations in Americas, including sales of the company's signature AI algorithm, Data Monetization product suite including PBO services. Data Monetization helps telecommunications, Enterprise, Media, Financial & Utilities operators to track revenue and risk management, improving customer experience and performance with the development of data-based strategy.
Adam Maghrouri has a proven track record in successful creation and execution of strategic sales & marketing programs. Additionally, his specialties include profit and loss management, mergers and acquisitions, operations management, and strategic planning. Mr. Maghrouri is an alumnus of Herringswell Manor, England, and resides in Virginia with his family.
Mohammed Gafoor CHIEF FINANCIAL OFFICER
Mohammed is a qualified Chartered Accountant (South Africa) and has overall responsibility for the financial reporting and analysis for the group.
Mohammed began his career as an auditor at one of the “Big 4” Auditing firms and led audit engagements for a wide variety of clients ranging from chemical and shipping companies to medical schemes and large listed JSE clients. He went on to work in financial services for the largest asset manager in South Africa heading up their Life and Retirement Accounting teams and later heading up their Finance Analytics team where he gained robust data analytics experience. Mohammed then went on to be the Group Financial Director of a leading telecoms BPO where he enhanced the financial reporting of the group, improved the BEE Equity Structure unlocking 10% of the group’s value, implemented rigorous tax reforms, led the group restructuring strategy and secured significant levels of funding for the BPO’s expansion.
Mohammed brings with him a wealth of commercial experience as well as exceptional technical and analytical skills and is well placed to lead the financial activities of Bespoke International Group.
Sunera MaharajOPERATIONS DIRECTOR (RETAIL)
Sunera has been in the BPO, Retail and Financial Services sector for the last 15 years. Her key focus area is Customer Service Management, Strategy and Revenue generation, She has run and operated large delivery centres (Voice / Non-Voice Channels). With an experienced solution-orientated approach she drives improvement and client satisfaction with the ability to re-engineer and mobilise solutions effectively. Her focus is on operationalising strategic objectives, growing client revenue and driving key business outputs.
Karis HeathcoteHEAD OF LEARNING AND DEVELOPMENT
Karis has 9 years of experience in a variety of sectors including Energy, Online Retail, and Property in the UK and South Africa. During that period she spent time working in Operations Management for the Customer Service divisions before finding her passion in training and Learning & development. Her experience in Operations and L&D within contact centres is what allows her to work at many levels with internal and external stakeholders to help achieve strategic objectives. Her love for people, development and problem solving is what connects her well with the international BPO sector.
Ralph NaickerCEO SOUTH AFRICA
Ralph has been in the international BPO sector for the last 12 years, servicing various clients and industries within the UK, USA and Australian markets.
His vast experience as a Business Analyst has allowed him to broaden his career in Operation Management due to his deeper understanding of all aspects in MI, Data and Dialler management. This makes Ralph a valuable asset to the Bespoke International Group team.
Donovan SoobramoneyHEAD OF SHARED SERVICES
Donovan is an experienced contact centre expert that has handled customer services across Omni-channels for Telecommunications, Broadband, Cable and Energy within the UK and US markets. Over the years he has been able to work in various departments across each market which include Customer Service, Retentions and Technical Support. He has developed his strengths to focus on analytics to use data-driven approaches towards building processes to improve performance through people and systems. Data is the key to understanding the opportunities to improve performance and this is reflective in the reporting that is created, in collaboration with the BI team, to identify these quickly and take the necessary actions to deliver results. He has a passion to ensure that people are put first and given the right skills, knowledge and resources to enable effective delivery against any metrics that are placed as KPI’s.
Lenny GovenderMANAGING DIRECTOR
Lenny is a seasoned Contact Centre and Global Business Services professional with 16 years of experience in the industry. He has an early background in Technology / Finance and is a licensed Project Management Professional. He started his outsourcing career within the United Kingdom Telecoms and Financial space. Lenny has overseen diverse contact centre management functions during his career, including Operations, People, Technology. Compliance, Business Intelligence, Revenue Assurance, Projects & Business Development. He has demonstrated key strengths through his work in developing sound policy and governance frameworks, in particular his involvement in assisting organisations to align to leading international standards. He is highly process-driven and has focussed his career on process enhancements and solutioning. His experience and expert-level knowledge of all things outsourcing make him the ideal custodian to oversee client relations.
Daniel HalfpennyGROUP CFO
Daniel began his career in London where he qualified as a Chartered Management Accountant at AXA Investment Managers, a company with £600bn assets under management.
After gaining further experience at some of London’s largest investment banks and a renowned USA Private Equity company, he moved offshore to Gibraltar. As Client Relationship Manager for high net worth individuals, this meant great exposure to a varied portfolio of trusts and companies.
The management of the financial structure of a large BPO led to Daniel to move to South Africa as the company’s Financial Director; where a 9 years tenure saw him help grow the company to over 7000 agents.
Daniel’s duties include overseeing the management information, resource planning and project management teams as well as chairing various executive boards.
Rob MuschampMANAGING DIRECTOR
Rob is an experienced Senior Executive with a demonstrated history of working in the Outsourcing/Offshoring industry with skills in Operations Management, Site Management and Business development. Having joined the South African BPO industry in 2006 on the back of a successful career in the UK, Rob has been a major influence in the success of the industry as a whole. In the last 13 years Rob has assisted and played a major role in building some of the most successful and reputable Contact Centres in KZN, South Africa.
Operational excellence, innovation and a critical focus on people development have been key to his working with numerous internationally recognised clients offering them a solution that not only makes sense from a cost perspective but actually adds true value to the company’s culture, values and business model. This in turn has created over 10,000 job opportunities since joining the industry, creating opportunity and employment which in turn breeds success.
“Bespoke International Group aims to be a disruptive challenger, by changing the way BPO and the contact centre industry are seen. Not only are we bespoke in our client offerings but within our business and culture.”
Mark RyanCHAIRMAN
As CEO of the Caudwell Group (2020 Mobile), Mark built and created one of the fastest-growing, privately-owned Telecom’s businesses in UK/European Corporate history. He took a loss-making UK mobile phone distributor to become the world’s most profitable value-add logistics and FM provider in the Telecoms arena, growing revenues from £60M to in excess of £1.3Bn via organic global growth. Mark sold the Group to private equity in 2006 for £1.5Bn cash with no warranties.
Post exit, Mark had a successful Portfolio & Investment career – including becoming the major seed capital Investor and Chairman for The Hut Group.com (THG). THG is now the largest online global beauty and wellness omnichannel retailer with an enterprise value > £5Bn+ backed amongst others by KKR and Balderton Capital.
Mark ThomasonGROUP CEO
UK based Mark, focuses on client management and is our lead consultant. He has over 30 years experience in the outsourced Contact Centre industry and has been involved in starting, growing and managing one of the largest Contact Centres in South Africa.
He was one of the individuals responsible for helping create the Call Centre Industry in the southern tip of Africa, which now employs in excess of 200 000 people. Working with the South African Department of Trade and Industry (DTI), he and his team were proudly involved in ventures to create jobs in South Africa.
Mark’s detailed knowledge of the Industry, his desire to succeed and work with clients and add value to the company is key to ensuring that Bespoke International Group achieves their mission of becoming the client’s contact centre of choice
“I believe our primary focus is in listening to clients, being proud to support their business and over-achieving against targets, while ensuring that the Bespoke International Group is a fun and happy work environment for all our present and future employees”.
Richard DawsonBUSINESS DEVELOPMENT MANAGER
Mohammed Gafoor CHIEF FINANCIAL OFFICER
Mohammed is a qualified Chartered Accountant (South Africa) and has overall responsibility for the financial reporting and analysis for the group.
Mohammed began his career as an auditor at one of the “Big 4” Auditing firms and led audit engagements for a wide variety of clients ranging from chemical and shipping companies to medical schemes and large listed JSE clients. He went on to work in financial services for the largest asset manager in South Africa heading up their Life and Retirement Accounting teams and later heading up their Finance Analytics team where he gained robust data analytics experience. Mohammed then went on to be the Group Financial Director of a leading telecoms BPO where he enhanced the financial reporting of the group, improved the BEE Equity Structure unlocking 10% of the group’s value, implemented rigorous tax reforms, led the group restructuring strategy and secured significant levels of funding for the BPO’s expansion.
Mohammed brings with him a wealth of commercial experience as well as exceptional technical and analytical skills and is well placed to lead the financial activities of Bespoke International Group.
Adam Maghrouri VICE PRESIDENT OF AMERICAS
Adam Maghrouri has strengthened his work experience throughout his career, enabling him to participate in both start-up and established companies in TMT. With his skill set focused on growth and business development.
In his most recent role at PACKETOP, Adam Maghrouri managed all the company's daily operations in Americas, including sales of the company's signature AI algorithm, Data Monetization product suite including PBO services. Data Monetization helps telecommunications, Enterprise, Media, Financial & Utilities operators to track revenue and risk management, improving customer experience and performance with the development of data-based strategy.
Adam Maghrouri has a proven track record in successful creation and execution of strategic sales & marketing programs. Additionally, his specialties include profit and loss management, mergers and acquisitions, operations management, and strategic planning. Mr. Maghrouri is an alumnus of Herringswell Manor, England, and resides in Virginia with his family.
Adam Maghrouri VICE PRESIDENT OF AMERICAS
Adam Maghrouri has strengthened his work experience throughout his career, enabling him to participate in both start-up and established companies in TMT. With his skill set focused on growth and business development.
In his most recent role at PACKETOP, Adam Maghrouri managed all the company's daily operations in Americas, including sales of the company's signature AI algorithm, Data Monetization product suite including PBO services. Data Monetization helps telecommunications, Enterprise, Media, Financial & Utilities operators to track revenue and risk management, improving customer experience and performance with the development of data-based strategy.
Adam Maghrouri has a proven track record in successful creation and execution of strategic sales & marketing programs. Additionally, his specialties include profit and loss management, mergers and acquisitions, operations management, and strategic planning. Mr. Maghrouri is an alumnus of Herringswell Manor, England, and resides in Virginia with his family.
