We’d Follow These People Anywhere
Executive Team
Felix Serrano
Chief Executive Officer
Felix is an accomplished executive in the business process outsourcing and customer experience industry. He has over 20 years of experience in global operations, solutions engineering, partner management and shared services with Granada, Sitel, Vertex Business Services, Alpine Access, and TeleTech. He is also one of the industry’s recognized experts in the home-based customer support delivery model.
Prior to joining Granada Corp., Mr. Serrano was the Chief Operating Officer for Sitel Work@Home Solutions. Sitel is a $1.5B global customer support provider. In this role, he co-designed, implemented, operated & led the global expansion of what is largely regarded as one of the fastest growing Work@Home solutions in the industry. As a member of Sitel’s Extended Executive Leadership Team he also held key responsibilities for strategic, global transformational initiatives. He also served as Senior Vice President, Account Management at Vertex Business Services as well as various senior leadership roles at Alpine Access (now Sykes) & TeleTech Holdings.
Mr. Serrano holds a Master’s Degree in Global Business Management from the University of Denver (DU), Daniels College of Business.
Mary Childers
Vice President
Mary Childers is the Vice President of Client Partnerships at Granada. Her passion for execution and her deep commitment to her team’s success translates to inspired performance and process adherence across Granada’s client partnerships. Mary is responsible for delivering the results that make Granada a valuable partner to each of our clients. This includes KPIs as well as any topic that our clients have communicated as being important to them. Mary has been in the contact center industry for over 15 years, starting as a front-lines customer support professional. Prior to Granada, Mary led the sales operations for the largest solar energy provider in California. Before that role, Mary served as director of global operations for the the second largest cruise provider in North America. Her strength is building winning teams and obsessing over data analytics to provide direction to her team to execute and drive results. She brings structure and processes to the forefront to ensure the company provides predictable results and outcomes to our clients.
Garrett R Mullins
Senior Vice President
Garrett is a veteran of customer engagement sales and solutions. He has extensive sales and customer service leadership and operations experience gained early in his career at FedEx. He has been a key member of number of successful turnarounds and IPO’s. At Purolator Courier Ltd., he created a national network of advanced contact centers being the first to deploy “touch tone” package tracing and disabled at-home workers in Canada.
At Teletech as a Vice President in sales and operations, he managed new business sales and large inbound government contact center operations and relationships deploying 1,000’s of employees.
At IBM Global Services, he managed the operations portion of one of the largest outsourcing and transformation contracts in the company with over 8,000 outsourced positions in six countries.
As a Senior Consultant at Eventus Solutions Group reporting to the company’s founders, Garrett managed contact center consulting, customer relationship management technology selection, and implementation of contact center solutions for one of the largest state-based Affordable Care Act Health Exchanges. He played a key role as daily executive team participant in the stabilization of the largest state based Health Exchange.
He joins Granada Corporation as a senior leader managing partner relationships leveraging his experience in matching secure cloud enabled work from home and bi-lingual agents with brands looking for boutique and white glove dedicated customer engagement outsourcing solutions. Garrett reports to CEO of Granada Corporation, Felix Serrano.
Garrett holds a Bachelor of Science degree in Political Science from Auburn University and Executive Education for Tuck School of Business/Dartmouth College.
Laura Candler
Partnerships Director
As Partnerships Director, Laura Candler is responsible for driving the Granada brand, ethos and corporate identity across our entire organization. Laura also runs our day-to-day marketing communications and demand generation activities. She is a results-driven professional with over ten years of experience in marketing, brand building, graphic design, project management and partnerships. Her inspiring and emotive creative strategies drive our business and heighten brand awareness. In her previous roles she has spearheaded corporate new business and client acquisition through devising and executing marketing campaigns across the US. She has an eye for details and supports multiple departments such as human resources and business development through developing social media, marketing campaign and partnership networking opportunities.
Arturo Rodriguez
Director of Operations
Arturo Rodriguez is Granada’s Director of Support Operations, responsible for managing the functional areas that support the company’s overall delivery model. Arturo ensures that business standards are being met in an efficient manner. Arturo also heads our strategic Monterrey, Mexico office, a best-in-class operation that supports our onshore work-from-home delivery model. Arturo has more than ten years of experience in the customer experience industry, working with both Fortune 500 and emerging growth companies. His diverse background includes leadership roles in operations management, compliance, workforce management and project management.