U.S. BPO
Access compliant, credible, and reliable operational delivery support. Our native English, Spanish, and French-Canadian U.S. BPO teams are powered by advanced AI and compliance-ready programs. We automate routine work, elevate personalization, and surface real-time insights to grow loyalty across regulated and complex environments including healthcare, financial services, enterprise technology, telecom, retail, travel, and other high-expectation industries.
Contact the American team
culture
AI-enabled care. Technical excellence.
Trusted, compliant CX.
Meet the professionals powering CGS Nexus US BPO -onshore experts who blend technical depth, domain experience, and AI‑driven insight with rigorous regulatory discipline and human empathy. Our agents use intelligent automation and advanced analytics to protect your brand, resolve complex issues faster, and build durable loyalty in the most demanding industries.
Download the US Regional Overview
Trusted U.S.-Based Delivery by CGS Nexus
Compliance-ready. Culturally aligned.
Built for high-stakes CX.
Compliance first
HIPAA, PCI‑DSS, SOC 2 Type II, ISO 9001/9002 and ISO 27001 controls are embedded across all US BPO operations for auditable, secure delivery in healthcare, financial services, and public sector environments.
Native fluency and empathy
U.S.-based agents in Tampa, Florida, supported by AI sentiment detection and coaching, ensure every high‑stakes interaction matches your brand voice and customer expectations.
Proximity partnership
Onshore delivery enables tighter governance, rapid change management, and executive‑level collaboration for complex programs.
Industry specialization
Dedicated teams leverage advanced analytics and domain‑trained AI tools to support regulated and high‑complexity scenarios across healthcare, financial services, insurance, and enterprise technology.
Quality‑driven operations
AI‑enabled QA, workforce optimization, and real‑time performance analytics drive continuous improvement on every program.
Blended delivery model
Combine U.S. delivery with AI‑optimized nearshore and offshore sites for cost efficiency, 24/7 coverage, and consistent customer experience.
Leadership
Meet the people behind CGS Nexus US
Vlad Sterescu
Global PresidentCGS Nexus
BIO
As Global President of CGS Nexus, Vlad leads a diverse team of business process outsourcing (BPO) specialists across multiple regions, driving innovative solutions for clients in the call center solutions and customer experience space.
Since joining CGS more than 20 years ago, Vlad has held key leadership roles, including Country Manager for CGS Romania and Senior Vice President of Call Center Solutions for the EMEA region, where he’s led teams of over 2,500 professionals dedicated to providing innovative solutions and top-tier customer experiences across Europe. Under his leadership, CGS Romania became a hub for delivering exceptional BPO services to clients across a range of industries, from telecommunications and technology to finance and retail.
Prior to joining CGS, Vlad founded and led EasyCall, a contact center company that was acquired by CGS in 2006. Vlad graduated from the Academy of Economic Sciences with a degree in Economics, specializing in banking and the stock exchange.
Mike Mills
SVPGlobal Solutions and Customer Success
BIO
Mike leads the development and execution of sales strategies, cultivates strategic client relationships, and oversees the implementation of global contact center solutions.
Since joining CGS in 2015, Mike has empowered global clients to transform their businesses with people solutions, technology enablement tools and best practices that have optimized outcomes while streamlining costs and enhancing efficiencies. He has deep experience helping clients expand into new markets by equipping partners with localized sales materials and campaigns.
Before joining CGS, Mike held executive roles at IBM Corporation and Northrop Grumman, where he led sales management, technical solution design, and project/transition management delivery. Mike is a graduate of the University of South Florida, and he received his MS degree in Technical Management from Embry Riddle Aeronautical University. He is also a proud U.S. Airforce veteran.
Tom Walsh
DirectorNorth American Operations
BIO
Tom Walsh serves as Director of North American Operations at CGS Nexus, where he oversees multiple client support functions and drives service excellence across the enterprise.
Tom joined CGS in 2004 to lead operations for a newly acquired client, FUJIFILM North America. In his early role, he managed the Fuji Help Desk organization supporting major retail photo lab operations for Walmart, Sam’s Club, Walgreens, and Costco. Over time, he expanded his oversight to include Consumer Information Services, Camera Parts and Repair, Field Dispatch Support, Fuji Customer Care, and Pro Camera Support.
In addition to his long-standing partnership with FUJIFILM, Tom assumed responsibility in early 2023 for managing day-to-day Help Desk performance for Toshiba North America. Under his leadership, the Toshiba portfolio grew to include new service lines such as the Walmart CMOS and Walmart COSTL installation programs.
Celebrating two decades with CGS in 2024, Tom continues to exemplify operational leadership, client partnership, and a commitment to quality. His dedication to excellence in customer service and support was recognized with a Stevie Award in 2014.
Case Studies
See how US BPO helps leading companies solve complex challenges.
Resources
