alicia butler pierre

138: How I Scaled Outsource Global into Africa’s Top BPO Provider featuring Amal Hassan

Amal Hassan is living proof of the tenacity required to build, grow, and scale a business. She started a contact center three different times only to be forced to shut down. The fourth time was the charm. Now, Outsource Global employs over 850 people with clients in the U.S., UK, and Japan. In this episode, Amal gives us a behind-the-scenes look at the quality control measures to select the best people, processes, and tools that sustain Africa’s top BPO provider.

Special Guest: Amal Hassan, Founder & CEO – Outsource Global

Location: Mabushi District, Abuja   NIGERIA

Show Notes:

Related Episodes:

  • Episode 012: How to Find the Right Person for Your Process Improvement Initiative – Tony Curtis
  • Episode 028: Managing Virtual Teams in a Freelance Economy – Sherry Heyl
  • Episode 077: Process Mapping with Alicia Butler Pierre
  • Episode 109:  Boosting Customer Experience in Contact Centres with Marianne Rutz

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Credits_______________

  • Producer & Host: Alicia Butler Pierre
  • Podcast Editor: Olanrewaju Adeyemo
  • Sponsor: Equilibria, Inc.

 

More About Guest, Amal Hassan:
Amal Hassan is a leading Nigerian technopreneur with diverse interests across different technology verticals. In 2003, her passion to unlock Nigeria’s developmental potentials led her to build a series of technology-related businesses to develop talents and create employment for young Nigerians.

In 2013, she founded Outsource Global. Under her leadership, it has emerged as the leading Nigerian contact center provider, servicing the international market and creating employment for over 850 people, 50% of which are women. These efforts transformed the company into a truly global BPO giant and, in the process, put Nigeria on the map for contact center business process outsourcing. The company received an award for Service Export Company Of The Year by Nigerian Export awards 2019.

Amal also sits on the boards of Parkway Projects, Health Station, and Bluetag Group. She is an Alumna of the Fortune-US Department of State Global Women’s Mentoring Program. She was named a Nigerian Star by the Nigerian US Embassy.

 

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc.. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the KasennuTM framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 38+ countries.

 

More About Sponsor, Equilibria:
Equilibria, Inc. is a 15-year-old boutique operations management consulting firm. We build the business infrastructure necessary for fast-growing businesses to scale with less pain. With a range of services and products, entrepreneurs can get the operational support and resources they need on-demand.

 

137: How I Scale Companies with Agile & Digital Transformation featuring Lynn Bonner

Lynn Bonner’s tenure at Big 4 consulting firms, as a VP at U.S. Bank, and as a Founder is a trifecta of scaling success stories. She knows it takes energy, leadership, and action to get things done. As the CEO of her firm, Action Leadership Lab, she applies agile and digital transformation principles from her corporate experience to scale her clients’ companies. In this episode, Lynn shares how to build and scale a sustainable business in short, incremental steps.

Special Guest: Lynn Bonner, Founder & CEO – Action Leadership Lab

Location: Atlanta, GA  USA

Show Notes:

  • The Lead Collective: Action Leadership Lab’s membership program that provides a space “…where new and seasoned Agile Coaches, Business Coaches, and Leaders stand up, take charge, and expand their arsenal with new tools, immersive learning, tips, and techniques.”
  • Action Leadership Lab Toolkit: Lynn’s blog containing articles that give insights and practical tips for building, managing, and coaching your team through agile and digital transformation.
  • Energy Leadership™ Index (ELI): the ELI measures how team members show up energetically. Specifically, it’s a “…proprietary, research-backed assessment tool that takes something abstract, like the way a person views the world, and turns it into something tangible—a metric that you can see and feel and even reevaluate in the future.”
  • Kolbe A™ Index: a 36-question assessment designed to help individuals and leaders understand their natural strengths so that teams can operate more productively and effectively.
  • Asana: a web-based project and task management tool designed to help teams better organize, track, and manage their work.
  • Zoom: a web-based tool that offers audio and video recording of webinars, conference calls, presentations, meetings, and more.  Also includes screen sharing for enhanced collaboration.
  • Loom: video recording software that can bring your whiteboarding or other demonstrations to life with your virtual team.
  • Headliner: a web-based app that creates promotional videos based on podcast clips to post across social media platforms. It also has an automated feature to create audiograms as soon as new podcast episodes are released.

Agile [Described] in Under 3 Minutes

 

What is Agile Transformation? Is That How You Become Agile?

 

What is Digital Transformation?

 

Related Episodes:

  • Episode 009: Business Coaching vs. Consulting: 9 Tips for Choosing the Right Type of Guidance – Latarsha Horne
  • Episode 037: Leveraging Culture to Drive Business Transformation – Lakeisha Poole
  • Episode 039: Using Processes for Structure & Consistent Results – Paul Nicholaides
  • Episode 060: The One Thing You Need to Know About Mental Health & Entrepreneurship – Silke Glaab
  • Episode 102: Everything You Need to Know About COOs with Mohammad Ali Ajlouni
  • Episode 111: Leading with Data-Driven Improvements – Christine Yeager

 

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Credits_______________

  • Producer & Host: Alicia Butler Pierre
  • Podcast Editor: Olanrewaju Adeyemo
  • Sponsor: Equilibria, Inc.

 

More About Guest, Lynn Bonner:
Lynn Bonner is your “go to” person when you want real tangible fast results in your business. Her approach addresses the most important aspects of your business: People & Processes with an emphasis on directing energy towards the right things at the right time with the right people for business agility in an ever-evolving environment.

She’s earned a reputation as a dynamic and accomplished leader with expertise in building strategies to address risks and meet the needs of large-scale organizations. Her progressive experience has led to success across her 20+ year career with industry leaders like Deloitte, Accenture, AT&T, and U.S. Bank. Easily able to move from high-level strategy and planning to hands-on executive leadership coaching, she ensures that companies and clients enjoy the best possible results.

Since 2016, Lynn has enabled superb results as the Founder of Action Leadership Lab, while also acting as a VP – Agile Transformation Leader with U.S. Bank. Yes, the ability to do both is possible. As a client-focused professional, she excels in building organizational agile transformation roadmaps, defining Enterprise metrics, driving SAFe initiatives, and positively impacting up to 12% in new business revenues.

 

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc.. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the KasennuTM framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 38+ countries.

 

More About Sponsor, Equilibria:
Equilibria, Inc. is a 15-year-old boutique operations management consulting firm. We build the business infrastructure necessary for fast-growing businesses to scale with less pain. With a range of services and products, entrepreneurs can get the operational support and resources they need on-demand.

 

136: How We Scaled Think Systems Via a Merger & Acquisition featuring Jeff Musgrove

There are several ways you can scale your company, one being a Merger & Acquisition (M&A). But be careful. As Jeffrey Musgrove warns, “M&As always make sense on paper. The difficulty is the people part.” With a career that spans wealth management, operations, and private equity, he knew what to look for when he merged his consultancy with Think Systems. In this episode, Jeff details how to execute an M&A starting with an analysis of each company’s operating model.

Special Guest: Jeff Musgrove, Managing Partner, Think Systems

Location: Baltimore, MD  USA

Show Notes:

Jeff talked about Objectives & Key Results during the interview. Learn the difference between an OKR and a Key Performance Indicator (KPI) in this video:

Related Episodes:

  • Episode 047: Leading a Successful Merger & Acquisition – Karen Walker
  • Episode 066: Diana Wu David’s Pricing Process 
  • Episode 132: How I Scaled and Sold 2 Businesses to Fortune 500 Companies featuring Jeff Wald

 

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Credits_______________

  • Producer & Host: Alicia Butler Pierre
  • Podcast Editor: Olanrewaju Adeyemo
  • Sponsor: Equilibria, Inc.

 

More About Jeff Musgrove:
Jeff Musgrove has spent his career at the intersection of business strategy, operations, and technology. As a senior executive, he has a successful track record leading large transformational projects, bringing the vision necessary to effectively grow an organization, ensuring financial strength and operational efficiency. This includes extensive M&A deal team and integration experience, as well as a strong
entrepreneurial spirit that has led to the startup and turnaround of multiple businesses- either standalone or within a large organization.

Prior to joining Think Systems, Jeff held multiple senior roles at Broadridge Financial Solutions. Serving as the Chief Administrative Officer of the $1.5 billion Customer Communications unit he was responsible for strategy- and drove the business case to launch a Consulting business for the larger Broadridge Investor Communications segment. With a focus on strategy and optimization of the operating model, each business experienced vast margin improvements in the fiscal year and developed a product roadmap that drove client retention and new client acquisition.

Community service is very important to Jeff and he serves on the Board for several Non-Profits focused on children, education and intimate partner violence. He is also an avid owner of thoroughbred horses racing throughout the country. Jeff and his wife Holly have a daughter who is a Freshman at the University of South Carolina.

 

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc.. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the KasennuTM framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 38+ countries.

 

More About Sponsor, Equilibria:
Equilibria, Inc. is a 15-year-old boutique operations management consulting firm. We build the business infrastructure necessary for fast-growing businesses to scale with less pain. With a range of services and products, entrepreneurs can get the operational support and resources they need on-demand.

 

135: How I Built a Remote Team and Scaled Unique Designz to a 7-Figure Business featuring Henry Kaminski

Henry Kaminski started his marketing agency, Unique Designz, on a high. The clients and money flowed in. But all of that changed after Hurricane Sandy. Suddenly his bank account had a negative $2,500 balance. Down but not out, he invested in a course that gave him the tools to rebound. Then he had a different problem – more business than he could handle! In this episode, Henry describes how he recruited and hired a remote team and took his business to new heights.

Special Guest: Henry Kaminski, Founder & CEO – Unique Designz

Location: Sparta, NJ  USA

Show Notes:

  • Brand Assessment: request a personalized Brand Assessment with Henry.
  • Brand Accelerator Program: stop fumbling with ad hoc content and online tools with Henry’s guided program. Heed his advice, “Scaling to the million-dollar mark requires a professional, cohesive, relatable brand that communicates your unique value to your specific buyers.”
  • DotCom Secrets: The Underground Playbook for Growing Your Company Online: a book by Russell Brunson, founder of Click Funnels.
  • Click Funnels: an online system designed to deliver digital sales funnels that convert website visitors into customers.
  • The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It: a book by Michael Gerber that explains why most entrepreneurs create glorified jobs for themselves rather than profitable ventures that can thrive without their daily presence.
  • Traffic & Conversion Summit: an annual conference that is “3 full days of actionable, proven, strategic content from experts (and a few celebrities) that have been in your shoes and have turned their businesses into juggernauts.”
  • Upwork: an online portal designed to help you find and vet premium freelancers for your next project or team.
  • Google Drive: Google’s cloud-based file storage solution that allows on-demand access from tablets, computers, and smartphones.
  • Slack: a communication app ideal for remote teams that offers the ability to organize work updates by topic, private groups, and direct messaging.
  • Basecamp: a cloud-based app offering a “…premier project management + internal communication tool for remote WFH [work from home] teams worldwide.”
  • Clubhouse: Got an iPhone? Follow Henry on Clubhouse – @TheBrandDr

Learn More About Henry’s Personal Story: Watch & Be Inspired!


Related Episodes:

  • Episode 023: Attracting Top Talent to Your Small Business with Jim Stroud
  • Episode 028: Managing Virtual Teams in a Freelance Economy with Sherry Heyl
  • Episode 081: Outsourcing Core Competencies with Phoebe Cornog

 

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Credits_______________

  • Producer & Host: Alicia Butler Pierre
  • Podcast Editor: Olanrewaju Ade
  • Sponsor: Equilibria, Inc.

 

More About Guest, Henry Kaminski:
D. Henry Kaminski, Jr. is the founder of Unique Designz, a full-service design, branding, and digital marketing agency that is dedicated to helping personality brands; coaches, consultants, influencers, speakers + authors design / grow their brands, scale their profits + increase their exposure online.

He’s the host of the popular “Brand Doctor’s Podcast” where he talks about strategies that help entrepreneurs design reputable and profitable personal brands. As a self-taught graphic designer and brand consultant, he’s overcome all the odds to build a wildly successful multi-million-dollar business over the past 12 years. He has worked with a diverse range of business owners and professionals, including celebrities like Jon Bon Jovi + Fabio Viviani as well as Internet marketing expert Russell Brunson who has named Henry the “Million Dollar Brander” and recently has been inducted into the Click Funnels 2 Comma Club, by generating over $1 million with one single sales funnel, using the Click Funnels software.

 

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc.. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the KasennuTM framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 38+ countries.

 

More About Sponsor, Equilibria:
Equilibria, Inc. is a 15-year-old boutique operations management consulting firm. We build the business infrastructure necessary for fast-growing businesses to scale with less pain. With a range of services and products, entrepreneurs can get the operational support and resources they need on-demand.

134: How I Scaled My Personal Brand & Became One of the World’s Top 50 Business Thinkers featuring Dorie Clark

Scaling your subject matter expertise may seem impossible, especially when people think consulting firms can’t scale. It isn’t true, as evidenced by Dorie Clark. She went from growing up in a small town to becoming the #1 communication coach in the world as well as a prolific author, speaker, and professor. How’d she do it? In this episode, Dorie teaches organic marketing strategies to leverage your core competency, reinvent your brand, increase your visibility, and watch the money pour in!

Special Guest: Dorie Clark, Prolific Strategist, Author, Keynote Speaker, Professor & Coach – Dorie Clark.com

Location: New York City, NY  USA

Show Notes:

Dorie’s Ted Talks: 

 

Related Episodes (featuring members of Dorie’s network):

  • Episode 045: Using Organizational Design to Drive Innovation with Ron Carucci
  • Episode 047: Leading a Successful Merger & Acquisition with Karen Walker
  • Episode 054: The One Thing You Need to Know About Social Media – Marie Incontrera
  • Episode 063: The One Thing You Need to Know About Delivering Difficult News – Liz Kislik
  • Episode 084: Niching to Scale with Meredith Moore

 

Like What You Heard? Please Leave a Review on Apple Podcasts

                                         

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Credits_______________

  • Producer & Host: Alicia Butler Pierre
  • Podcast Editor: Olanrewaju Ade
  • Sponsor: Equilibria, Inc.

 

More About Guest, Dorie Clark:
Dorie Clark is an adjunct professor of business administration at Duke University’s Fuqua School of Business. She’s also the author of Reinventing You and Stand Out, which was named the number one leadership book of 2015 by Inc. magazine and was a Washington Post best-seller. A former presidential campaign spokeswoman, Dorie was described by the New York Times as an “Expert at self-reinvention and helping others make changes in their lives.”

She is a frequent contributor to the Harvard Business Review, Time, and Entrepreneur. Recognized as a branding expert by the Associated Press, Inc., and Fortune, Dorie is a marketing strategy consultant and speaker for clients including Google, Microsoft, Yale University, Fidelity, the U.S. State Department, and the World Bank. You can download her free 42-page Stand Out self-assessment workbook and learn more at dorieclark.com.

   

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc.. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the KasennuTM framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 38+ countries.

 

More About Sponsor, Equilibria:
Equilibria, Inc. is a 15-year-old boutique operations management consulting firm. We build the business infrastructure necessary for fast-growing businesses to scale with less pain. With a range of services and products, entrepreneurs can get the operational support and resources they need on-demand.

 

133: How We Scaled Outgrow.co to NY’s #1 B2B Tech Company featuring Saksham Sharda

There’s no one way to scale, but a common and critical component is business infrastructure. Outgrow, a digital content marketing and technology company, is proof. In this episode, Saksham Sharda, the CIO and Creative Director at Outgrow, shares their 3-pronged approach to becoming New York’s top B2B software company. Now, they’re expanding globally. Get the full scoop!

Special Guest: Saksham Sharda, Creative Director & CIO – Outgrow

Location: Berlin, GERMANY

Show Notes:

  • Outgrow Customer Support: send an email to –  questions@outgrow.co
  • Outgrow’s Templates: search for chatbot, quiz, assessment, and calculator templates by industries including Art, Civil Rights, H.R., Real Estate, Production, and more!
  • Crunchbase: an online database platform that enables professionals to find information about public and private companies as well as their investors and owners for the purpose of pursuing new opportunities.
  • Product Hunt: an online database where visitors can share or discover new tech products. Users can comment and give reviews on those products.
  • G2: a website offering peer-to-peer reviews of business software.
  • Google Chat: “…a communication software developed by Google built for teams that provides direct messages and team chat rooms, similar to competitors Slack and Microsoft Teams, along with a group messaging function that allows Google Drive content sharing.”
  • Asana: a web and mobile application designed to help teams organize, track, and manage their work.
  • Follow the growth trajectory of these unicorns (as recommended by Saksham):
    • Intercom: an online conversational relationship management software.
    • Freshbooks: an accounting and bookkeeping software.
    • Hubspot: a customer-relationship management (CRM) software.

Related Episodes:

  • Episode 020: Striking the Perfect Balance Between Marketing and Operations
  • Episode 115: Scaling from Zero to 100,000 Active Customers with Tom Kulzer
  • Episode 119: Let’s Improve a Lead-to-Customer Conversion Process with Ericka Bates
  • Episode 126: Let’s Use Vertify to Connect Data & Make Better Decisions featuring Wayne Lopez

 

Like What You Heard? Please Leave a Review on Apple Podcasts

                                         

Subscribe for FREE Wherever You Listen to Podcasts, Including: 

    

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Credits_______________

  • Producer & Host: Alicia Butler Pierre
  • Podcast Editor: Olanrewaju Ade
  • Sponsor: Equilibria, Inc.

 

More About Guest, Saksham Sharda:
Saksham is the Creative Director of Outgrow, a platform that lets marketers build and launch interactive calculators and viral quizzes that help engage your website visitors and generate more leads. Numbers-wise, they have over 5,000 paying users. They are the number one B2B Tech Company in New York according to G2 and HubSpot’s fastest-growing app in 2019.

 

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc.. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the KasennuTM framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 38+ countries.

 

More About Sponsor, Equilibria:
Equilibria, Inc. is a 15-year-old boutique operations management consulting firm. We build the business infrastructure necessary for fast-growing businesses to scale with less pain. With a range of services and products, entrepreneurs can get the operational support and resources they need on-demand.