A PHP Error was encountered

Severity: Notice

Message: Only variable references should be returned by reference

Filename: core/Common.php

Line Number: 272

A PHP Error was encountered

Severity: Warning

Message: session_start(): Cannot send session cookie - headers already sent by (output started at /home/gemma/public_html/system/codeigniter/core/Exceptions.php:183)

Filename: hooks/pick_language.php

Line Number: 31

A PHP Error was encountered

Severity: Warning

Message: session_start(): Cannot send session cache limiter - headers already sent (output started at /home/gemma/public_html/system/codeigniter/core/Exceptions.php:183)

Filename: hooks/pick_language.php

Line Number: 31

A PHP Error was encountered

Severity: Warning

Message: Cannot modify header information - headers already sent by (output started at /home/gemma/public_html/system/codeigniter/core/Exceptions.php:183)

Filename: drivers/Session_cookie.php

Line Number: 701

Who We Are | Gemma Communication

Who We Are

Who We Are logo
History icon

History

Gemma Communications was established in December 1999 to provide large scale, quality-focused outbound sales operations to some of the world’s largest financial institutions.

Today, we provide outbound and inbound sales, as well as many other services, to some of the best and strongest brands in Canada, and the world. Our leadership team is made up of innovative leaders who have extensive and diverse industry experience and are well-positioned to support and serve our clients.

We have two Canadian offices, centrally located in Toronto and Montreal, and strategic partnerships that provide us with multinational reach. All of our locations are equipped to provide our full range of services and technologies, as well as the utmost security and protection of your data.

Ownership

Gemma Communications LP. is 100% owned by Canadian equity firm, Tuckamore Capital Management Inc.

Including Gemma, Tuckamore’s current portfolio comprises of 7 privately held companies that represent a diverse cross-section of the Canadian economy.

Tuckamore (TX) is publicly traded on the Toronto Stock Exchange.

Leadership

With more than 20 years of extensive contact centre experience, Gemma’s leadership team is well-positioned to support and serve their clients. Made up of innovative leaders who have experienced the industry from both sides -- as clients and providers -- Gemma’s leaders actively work to develop business solutions and support initiatives specific to each client’s business needs.

leadership-image-0

Sylvain Chartrand: Vice-President Québec Operations

Sylvain has over 15 years of Contact Centre experience. He has moved through the ranks and put his mark on every role he has held at Gemma over the years. He has developed his knowledge of call centre metrics and combined this with his meticulous attention to detail. Sylvain is an expert in operations management and excels at providing value for our clients.

leadership-image-1

Jean-Marc Cheong: Chief Technology Officer

Jean-Marc brings over 14 years of hands-on and senior management experience in the Contact Centre industry. He started his career in BPO and has worked with onshore teams in North America and offshore teams in France, India, Mexico, Morocco, Philippines, Romania and Sri Lanka. Jean-Marc is solutions oriented and has built, streamlined and merged many teams across many organizations.

leadership-image-2

Stefania Badea: Vice-President, Human Resources and Education

Stefania has successfully created and maintained strategic Human Resources functions in national and global organizations for more than 10 years. Her work experience includes leading the HR function through significant organizational changes in the Professional Services, Retail and Restaurant industries. Her areas of expertise include change management, organizational redesign, talent selection, management training and development, and health and safety.

leadership-image-3

John King: Chief Executive Officer

John has served in executive leadership roles in the Banking, Insurance and BPO industries. He has outsourced to some of Canada’s leading brands and has also experienced the industry as a client. He fully understands the issues of cost, branding and risk that are central to any outsourcing decision. John is actively involved in supporting each client and ensures the thought leadership and experience of the entire team is leveraged to help build our clients’ businesses.

leadership-image-4

Shane Miller: Chief Financial Officer

Shane has 18 years of international experience in multiple industries including BPO, Financial Services, Insurance, Security Services, Logistics and Telecom. Shane is a Chartered Professional Accountant (CMA) and holds an MBA in international business from Temple University. Using his extensive knowledge and experience in finance and operations, Shane has a history of implementing innovative solutions that reduce expenses and benefit clients.

leadership-image-5

Andy Tsalkos: Chief Client Officer

Andy has been successfully implementing contact centre solutions for over 20 years. He has diverse industry experience in Financial Services, Insurance, Retail, Telecom and Utilities. An industry leader in understanding the science and metrics of contact centres, Andy has the ability to draw on his experiences and technical strengths to develop innovative strategic solutions that are well balanced in achieving our client’s objectives of revenue growth, cost efficiencies, customer experience and compliance.

leadership-image-6

Ranjini Cassup: Chief Risk Officer and Head of Project Management

Ranjini brings a diverse background and over 20 years of experience in program management, risk governance, business operations, process re-engineering and client relations. This experience spans multiple sectors including BPO, Telecom and Financial Services. Ranjini has led global teams to successfully implement projects ranging from data centre migrations to customer facing business process streamlining.

John King, CEO

John has served in executive leadership roles in the Banking, Insurance and BPO industries. He has been an outsourcer to some of Canada’s leading brands and has also experienced the industry from the client-side perspective. He fully understands the issues of cost, branding and risk that are central to any outsourcing decision. John is actively involved in supporting each client and ensures the thought leadership and experience of the entire team is leveraged to help build our clients’ business.

Principles icon

Our Principles

Innovation

Our team understand the unique challenges your business faces and will work to provide you with a solution that best meets your business-specific needs. Working closely with your team, we will build an innovative, customized solution that will add value to your business and deliver on your goals.
 

Operational Excellence

At Gemma, we believe in efficient implementation and the use of streamlined processes. Our standard project management framework will ensure assignments and projects are implemented on-time and on-schedule to get your business up and running quickly, seamlessly and with minimal risk. Our team always executes with excellence and is focused on providing a balanced scorecard approach to Service Level Agreements and in making exceptional customer experience the backbone of our service delivery.
 

Revenue Acceleration

We have been growing client revenue through outbound and inbound sales since 1999. Our more than 15 years in the industry have provided us with the knowledge and experience to efficiently and proactively reach and engage consumers on behalf of our clients.
We provide an exceptional customer experience across multiple channels and allow our clients to use these services without incurring in-house set-up and maintenance costs – further contributing to our clients’ bottom line.
 

Transparency

Gemma operates with full transparency. Our clients have the opportunity to be as involved in their operations as they choose to be, with the option to co-locate at our offices and fully engage in every aspect of the business. We think of our clients as partners and take a collaborative approach to working together. We welcome them to visit us anytime on-site or remotely through a secure virtual private network.
 

Strength in Technology

​The foundation of our business is a first-class technology platform powered by a Tier III data centre. We deliver a full-service, multi-channel platform while maintaining our commitment to data security, privacy and integrity. Our platform ensures our client outsourcing operations remain reliable and scalable, meeting -- or succeeding -- all industry standards.
 

Supporting our People

At Gemma, we invest in what we consider to be our most important asset – our employees. We assess, hire and train staff to meet both the brand and business objectives of our clients. Our employees are actively involved and connected to the accounts they work on, allowing them to closely affiliate to the brand they represent.