Who we are
We take ‘give us a call’ pretty seriously
Since 1989, Bernard has been helping some of the country’s largest companies deliver the best customer experiences.
We’ll work with you to find solutions and keep your customers happy throughout their lifecycle.
Agile by Design. Human by nature.
From the ground up, we’ve engineered Bernard organization to be agile.
We empower our teams with significant autonomy – they will spin on a dime to respond to your requirement changes.
Our organizational structure is flat – you’re never more than one or two people away from your account manager.
And, our technology is cloud based — a composite of best-of-breed systems from leading vendors. We’re the first to embrace new tech and implement new ideas so you’re the first to enjoy the efficiency benefits.
There's no such thing as lost in translation at Bernard. This makes us faster, more resourceful and way easier to work with.
Reporting made easy
Every customer interaction is important.
So is every piece of data. Our real time metrics and customized reporting will have your data guys in analytics heaven. Our easy-to-read statements will have your accounts team smiling too.
We understand the importance telesales compliance, messaging and reporting. Proven systems provide fast feedback to agents and supervisors so that rapidly agents improve and represent you consistently.
Find out more about careers with Bernard. Click here.
3,000 SEATS IN 7 LOCATIONS
Salt Lake City, UT
San Salvador, El Salvador
Antiguo Cuscatlan, El Salvador
Santiago, Dominican Republic
The Bernard executive team
A great culture starts from the top down.
The Bernard executive team is full of great people with a passion for what they do and an enthusiasm that’s contagious.
Collectively they have more than 100 years’ experience working in contact center operations and sales.
There isn’t much this team doesn’t know about contact centers and they are only too happy to prove it if you give them a call.
President and Chief Executive Officer.
Leads Bernard’s strategy as we continue to grow.
Bernard is led by Chief Executive Officer Matt Zemon. Matt has more than 20 years of customer service, operations and telesales experience. Under his leadership, Bernard has been named one of the "Top 10 places in the cable industry to work" by CableFax magazine, one of the world's "Most Democratic Organizations" by WorldBlu and has won numerous industry awards for sales and service excellence. He is the Chairman of the Jobs4America coalition, Entrepreneur in Residence for the National Military Spouse Network and a board member of Entrepreneurs’ Organization (EO) Raleigh Durham. When not working Matt is an avid music fan, traveller and photographer.
Chief Operating Officer.
Responsible for all contact center operations.
All Contact Center Operations are led by Chief Operating Officer Fran Haas. Fran is a results-oriented call center and operations leader with 20 plus years of delivering exceptional outcomes for world-leading companies such as Time Warner Cable, Sallie Mae and West Corporation. Fran is an expert in all aspects of contact center and operations management including training, quality, workforce management and technology. He brings with him an organized and disciplined approach to managing people and processes as well as strong employee development and motivation skills. When not working, Fran enjoys traveling, coaching, running and volunteering within his local community.
Leads Contact Center Operations.
People are the cornerstone of exceptional customer experience across all channels at Bernard. The Operations team delivers superior results in sales, retention, data integrity, and customer care focusing always on the best customer experience in the industry. Contact Center Operations is led by Vice President Bracken Mayes. Bracken is a graduate of Turner Law School at North Carolina Central University, earning her Juris Doctor. Years of legal research and client advocacy, a background in Educational Leadership, and more than 10 years in leadership prepared Bracken to drive positive results for Bernard's clients. Bracken joined the Bernard team in 2008.
Senior Vice President.
Leads CSGi and Cable Billing Services Team.
All CSGi and cable billing initiatives are led by Senior Vice President Theresa Leslie. Theresa received a private pilot license at age 18 and watched her career soar since then. Theresa came to Bernard from DirecPath, a Hicks Holdings Company. Starting as Director of Billing and Reporting and moving her way upwards to SVP, Theresa has led successful billing conversions for Charter, Comcast, Time Warner, TDS plus many other cable companies. Managing the billing administration team, she is responsible for accuracy and maximum efficiency in both data standards and billing. Her time away from work is mostly spent hiking and biking with her family. She also enjoys movies, reading and listening to music.
Responsible for support services for the enterprise.
Professional Services is led by Vice President Michael MacArthur. Michael is a Certified Project Management Professional with a Master of Science, Computer Information Systems and has more than 25 years of experience in process improvement, testing, deployment, and implantation. As the leader for Professional Services, MacArthur coordinated development of a proven process by which Bernard nimbly on-boards new clients and campaigns. His core operational philosophy being Improve Continuously, MacArthur employs research and customer and client feedback alike to guide the sales floor energy proven to drive successful close rates and deliver revenue generating units. Michael spent over 15 years working in numerous Director level positions at SallieMae.
Responsible for leading Client Services and Workforce Management.
Our Client Services and Workforce Management Teams are led by Vice President Terra D’Ambrosia. Terra’s attention to detail aides in the oversight of planning, development, and execution of projects to exceed client expectations and meet budgets. In her multi-faceted position, Terra actively bridges Bernard clients and all internal divisions together to provide our clients feedback and best practices utilized. Her team also implements and manages the strategic Workforce Plans that ultimately support our client’s initiatives. Her expertise include, client relationship management, partner management, managing cross-functional teams, and project management. Terra enjoys hiking, traveling, comedy shows, and cheering on her beloved NBA basketball team.
Leads New Business Development.
Jeff brings over 25 years of experience in the BPO/contact center industry. His approach is client-focused and he holds a track record of success for growing revenue and initiating new client engagements by surpassing client expectations. Jeff’s success has been based on developing client solutions that are innovative and strategic to building his clients’ brand awareness and reputation. Jeff is a seasoned and innovative leader. Prior to joining the Bernard team, Jeff has held executive level positions in sales, marketing and operations with companies such as Dialog Direct, TLC & Associates, Transamerica and Citigroup. Jeff holds a B.S. from West Chester University and an MBA from Maryville University. When not working, Jeff enjoys hiking, working out, boating and spending time with his two daughters.
American Support is now Bernard.
The name has changed, but our commitment to our customers is as strong as ever. “Our new name — Bernard — emphasizes our dedication to supporting our clients’ customer relationships,” says Matt Zemon, Bernard chief executive officer. We continue to offer agile, end-to-end customer acquisition, care and continuity solutions through our dedicated and highly trained call center staff.
You can read more about our name change in our press release.