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BPO Insights by Enshored

Enshored COO Sang Won Hwang to bring further depth to the leadership team

Sang is fuelled by one singular passion: creating a compelling learning organization which is what led him to Enshored. 

In the face of AI, the question in the BPO industry has shifted from how do we create a better customer experience to how do we make the experience with agents compelling.

Sang is a senior executive with nearly 20 years of experience and a proven track record of helping clients realize consistent efficiency improvements, staying adaptable in complex market conditions, and rapidly scaling. At the core, Sang develops a community of learners and leaders who understand the core business function of clients and successfully perform mission-critical operations.

Sang also has nearly 10 years of experience as a Visiting Professor at the University of Virginia. He was first to teach a course on Social Entrepreneurship which has enabled him to create unique learning systems in emerging markets across India, Pakistan, and the Philippines. Sang created a highly skilled workforce that focused on problem-solving, avoiding myopic, linear, and procedure-based approaches so common in the outsourcing industry. The unique methodology created highly skilled individuals that can execute beyond the worker bee mentality. This approach burns the fat by cutting costs for the clients and then builds muscle by adding unique value that improves the long-term growth of individual agents. The result goes beyond pure economizing and treating individuals as worker bees, it produces a community of learners and leaders.

Prior to joining Enshored, Sang was with SNL Financial for 10 years, creating research teams in Ahmedabad, India, Islamabad, Pakistan, and Manila, Philippines, serving Investment Banking clients around the globe. He was also with Redsky Inc. as a Managing Director and Chief Operating Officer overseeing all functions in the following areas: Finance, Human Resources, Recruitment, Operations, Sales, Marketing, and Business Development. In addition to overseeing daily operations, he was responsible for maintaining and enhancing alignment across each department.

Sang has also created Nonprofit Organizations in Kazakhstan. Sang received his Doctoral Degree in Architecture from Virginia Tech, in Blacksburg Virginia. Sang has played professional soccer in Northern Ireland and was the captain of Virginia Tech men’s soccer team.

Enshored LLC is an outsourcing firm purpose-built to solve the challenges related to scaling disruptive, high growth businesses, delivering proven results by employing our unique agile operating framework and the most highly skilled associates in the industry. Founded in 2014 by Ian Jackson and Jeff Bauer, Enshored operates from three locations in the Philippines and is Headquartered in Long Beach, CA. The company has over 800 employees and works with some of the world’s leading technology companies, partnering with them to deliver customer support, back office, content moderation, and sales solutions. The company was also recently awarded a place on the Inc 5000, for this year at 735th and at 607th place in 2019, having achieved a 3-year growth rate of 644.29% and 733% respectively.

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