Company: Support Services Group, Inc. | Waco, TX USA
Company Description: Support Services Group was founded in 1998 and is a leading provider of various types of Consumer Support, including Technical Support, Help Desk Services, Customer Service, Ecommerce and Retail Support, Lead Generation, B2B/B2C Sales, Sales Support, Chat Support, Email Support, and Knowledgebase Management. We have 7 contact center locations across the United States, Latin America, and Canada.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Manager of the Year
 Nomination Title: Carlos Asim Gonzalez
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated individual: history and past performance (up to 200 words)
Total 149 words used.
Carlos Asmin Gonzalez is a dedicated leader at Support Services Group, where his expertise and strategic vision have driven exceptional retention outcomes. Carlos has consistently elevated his team's performance by focusing on data-driven decision-making and fostering team excellence.
Under his leadership in 2024, Support Services Group saw continuous improvements in inbound retention metrics, achieving top rankings in key performance areas. His efforts led to a steady decrease in churn rates, showcasing his ability to implement effective strategies tailored to his team's strengths. On the outbound side, Carlos significantly enhanced finalized leads, achieving impressive monthly results and maintaining a high level of list penetration throughout the year.
Carlos's commitment to excellence illustrates his ability to motivate his team, optimize processes, and deliver tangible results. His focus on continuous improvement and collaborative leadership style makes him a cornerstone of Support Services Group's success and a deserving nominee for the Stevie Award.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 156 words used.
Carlos Asmin Gonzalez has delivered outstanding results at SSG, consistently surpassing performance benchmarks and establishing new standards for retention excellence.
Under his leadership, the team significantly improved inbound retention metrics, solidifying SSG's status as a top-performing site across multiple evaluations. Thanks to his strategic initiatives, disco yield metrics have shown impressive growth, showcasing his expertise in enhancing team performance and customer engagement.
On the outbound front, Carlos implemented targeted strategies that drove exceptional list penetration rates, peaking at 119% in August 2024. This reflects his ability to analyze market trends, develop effective plans, and rally his team to exceed expectations. His focus on operational efficiency has also enabled smoother workflows and more effective use of resources, further bolstering team performance.
Additionally, Carlos has introduced innovative practices that optimize team workflows through clear communication and actionable insights. His initiatives have boosted performance metrics and elevated employee satisfaction, underscoring his dedication to cultivating a motivated and high-performing workforce.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 195 words used.
Carlos Asmin Gonzalez has exceeded industry benchmarks and demonstrated exceptional adaptability and innovation in tackling challenges within retention services. His unique ability to intertwine strategic insights with hands-on leadership has positioned SSG as a leader in the sector.
In inbound retention, Carlos's focus on optimizing team workflows and leveraging data analytics resulted in a disco yield of 17.1%, far below the industry norm of 18-20%. This milestone reflects a systematic approach integrating personalized coaching and advanced predictive tools, fostering team precision and efficacy.
Carlos's outbound strategies have also been transformative. He achieved a record 119% list penetration—an accomplishment virtually unmatched in the industry, where averages linger between 90% and 100%. His strategic initiatives have also driven a significant increase in finalized leads, showcasing his ability to implement scalable solutions that adapt to evolving customer behaviors.
Beyond the numbers, Carlos has cultivated a high-performing team environment characterized by collaboration, proactive problem-solving, and shared accountability. This cultural shift has resulted in enhanced employee engagement and operational excellence. By blending technical expertise with a people-centered leadership style, Carlos has set a new standard for success, making his achievements unique and impactful in the competitive retention services industry.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 119 words used.
Attached is a file that validates the exceptional achievements of Carlos Asmin Gonzalez at SSG:
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IB Retention Performance Data: The IB Retention sheet provides a detailed breakdown of disco yield rates across different months and sites. Carlos’s leadership directly contributed to SSG achieving a peak yield of 17.1%, consistently outperforming the industry average of 18-20%. These metrics demonstrate the tangible results of his strategies in improving inbound retention.
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OB Retention KPIs: The OB Retention sheet highlights Carlos’s impact on outbound operations, including a list penetration peak of 119%, far exceeding the industry norm of 90-100%.
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Site rankings: Evidence from the IB Retention sheet illustrates SSG’s site rankings during Carlos’s tenure, with multiple months securing the #1 position among
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