ABOUT
Propel your program to new heights
We help you put your best foot forward.
For over 30 years, we've been transforming customer experience in the utilities, government, and healthcare industries. Now, as part of the Continuum Global Solutions family since 2023, we have even more resources to fuel our innovation.
Imagine a team of 14,000 passionate people, empowered by a growing AI tech stack, ready to elevate your customer experience. We specialize in transforming CX across all channels – from customer service automation, voice and chat to social media and AI. Our global network of highly-trained specialists can seamlessly integrate into your existing setup, or we can create a custom solution for you, and rapidly scale within days. We're obsessed with building brand loyalty, so our team isn't just skilled, they're also compassionate and fiercely dedicated to your brand.
Faneuil: the intersection of new ideas and commerce.
We were named long ago, when based in the Northeast, for Boston’s Faneuil Hall. It’s not an easy word to pronounce (FAN-yuhl) if you don’t already know it. People who do know us, like us—more than 80% of our customers do business with us beyond our initial engagement.
So when asked why our name is Faneuil, we simply refer to the building: a place where historic announcements were made, and today is a thriving marketplace. Or, in other words, the intersection of new ideas and commerce- the perfect way to describe who we are.
Meet our leadership team.
Michael Flodin, our Chief Executive Officer, has more than 25 years of experience leading global CRM and BPO operations. He is a recognized expert in customer experience transformation, contact center operations, and strategy. Michael has helped companies develop and implement customer-centric visions, improve operational performance, design innovative strategies by combining business and technology solutions, and drive efficiencies.
Dawn Lynch, our Chief Human Resources Officer, is a proven leader with over 25 years of experience in global human resources, payroll, compensation and benefits, and customer relationship management. She has deep transformational knowledge-- bringing a focus on building high-performance teams while fostering a culture of diversity and inclusion. Dawn has been an integral part of the organization since 2019. She has led the design, build, and implementation of our HR Central employee portal, global payroll system, and new transactional data team.
As our Chief Technology Officer, Jaimie Bean is focused on leveraging cutting-edge information technology and driving innovation to enable Continuum to deliver service excellence and value to clients.
Jaimie joined Continuum in 2019 as VP, IT Infrastructure & Applications. In her tenure, she has successfully implemented new technologies and systems that have streamlined operations and increased efficiency and capacity. Before joining Continuum, Jaimie spent 20 years at StarTek where she held multiple IT roles, including IT Director, AppDev Manager, SAP Analyst and QA Analyst.
As Chief Financial Officer, Scott Kendall leads the company's financial functions including accounting, audit, corporate finance, and procurement.
He is a proven finance leader with more than 25 years of experience in financial management and analysis, accounting, auditing and mergers, and acquisitions. He has held key financial roles at Conduent, Xerox, ACS, Mellon, Buck Consultants, and WF Corroon.
As Chief Operating Officer, Michael brings to our team nearly three decades of invaluable global operational expertise within the BPO industry, having consistently led companies through transformative journeys that culminate in outstanding customer experiences.
Michael most recently served as the COO at Faneuil, overseeing operational delivery, support, and client success teams, with a primary focus on the healthcare, government/ public and utilities sectors. Prior to that, he held executive leadership positions at OnProcess Technology and Xerox Services/ ACS.
