Smart solutions for business and community

About us

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ounded in 2012 in Montego Bay, Jamaica, itelbpo is now a global business, and the region’s largest home-grown business process outsourcer offering end-to-end customer experience management solutions. With 5 facilities in 4 countries and a robust network of home-based experts, we have a balanced delivery model that offers agile and customized voice, non-voice and digitally enabled solutions that can adapt to the demands of an ever changing marketplace.

By operating a people-centered, community oriented and smartly-disruptive business, we make an impact in the world that goes beyond profit. We change lives and grow the economies of where we operate while playing a lead role in modernizing and changing the business process outsourcing industry for good.

We have a thriving entrepreneurial culture sustained by our shared core values of quality, integrity, reliability and family.

Our 4Ys

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We don’t just talk the talk, we walk the walk by providing real and measurable results to meet our clients’ strategic and tactical objectives. Our aim is to always deliver above and beyond what is promised.

Partnerships are built on trust, and trust must be earned. Our track record demonstrates that we have earned the trust of clients, staff and industry colleagues who rely on our principled and sincere approach to business.

Our word is gold. We always follow through on our commitments, and our infrastructure is designed to be resilient and robust enough to sustain operational demands and changes.

We consider all team members and clients to be a part of our family. Through an inclusive and collaborative approach, we aim to ensure everyone feels they contribute to and are a part of the organization’s success.

We don’t just talk the talk, we walk the walk by providing real and measurable results to meet our clients’ strategic and tactical objectives. Our aim is to always deliver above and beyond what is promised.

Partnerships are built on trust, and trust must be earned. Our track record demonstrates that we have earned the trust of clients, staff and industry colleagues who rely on our principled and sincere approach to business.

Our word is gold. We always follow through on our commitments, and our infrastructure is designed to be resilient and robust enough to sustain operational demands and changes.

We consider all team members and clients to be a part of our family. Through an inclusive and collaborative approach, we aim to ensure everyone feels they contribute to and are a part of the organization’s success.

We’re a forward-thinking business that uses modern approaches powered by people and enhanced by technology. It’s easy to roll with the status quo, but that’s not our style. We prefer to change the game, rather than play it. Our rapid growth and success is a testament to itelbpo’s commitment to radical differentiation.

  • itelbpo launch event

    June 2012

    Official opening (7 employees) – a family business founded on family values.

  • itelBPO team members

    August 2012

    First customer call comes in.

  • itelbpo office opening

    November 2013

    Launched Bahamas office (120 employees).

The world is changing quickly and we’re changing with it. We embrace generational strengths combining experienced wisdom and fresh perspectives to create a powerhouse of effective leadership.

Meet Our Leadership Team

  • Yoni Epstein
    Yoni Epstein Founder & CEO
  • Lisa Lake
    Lisa Lake Chief Development Officer
  • Shurland Buchanan
    Shurland Buchanan VP Training & Development
  • Duane Williams
    Duane Williams Global VP of Information Technology
  • Michelle Yeo
    Michelle Yeo VP Human Capital
  • Michelle Deokoro
    Michelle Deokoro VP Finance
  • Sebastian Tickle
    Sebastian Tickle CEO - Nearshore
  • Felix Serrano
    Felix Serrano CEO itelbpo Americas

In the Community

Our focus on people extends beyond the company and into the community. We’re global citizens taking local action to support people in need and protect the environment.

itelbpo community support

Our game-changing approach hasn’t gone unnoticed. We’re proud to say we’ve won a few awards.

  • “BPO Firm of the Year” (2016 & 2017) by the Montego Bay Chamber of Commerce & Industry
  • The only company to have been named “Montego Bay Freezone Employer of Choice” for three consecutive years (2013, 2014, & 2015)
  • “Entrepreneur of the Year” by Nearshore Americas Association (2016)
  • Voted “One of the Most Influential BPO Leaders in the Nearshore Region” by Nearshore Americas
  • “Central American & Caribbean Contact Center Outsourcing Services Growth Excellence Leadership Award” by Frost & Sullivan (2018)
  • Ranked #19 in “Front Office Customer Engagement Operations Services” in HFS Top 10 (2018)

We provide smart solutions today that work for tomorrow’s business needs.

How can we help you?