APAC Customer Services (APAC)

Website: www.APACCustomerServices.com

A leading provider of customer care services and solutions

Overview

APAC Customer Services (APAC) is a leading provider of customer care services and solutions for market leaders in healthcare, financial services, publishing, business services, travel and entertainment, and communications. APAC partners with its clients to deliver custom solutions that enhance bottom line performance.

The company offers its services and solutions through multiple communication channels, including telephone, Internet, email, fax, mail correspondence, and automated response generated through technology. It provides customer service support for various medical plans, including pharmacy, medical, dental, vision, and Medicare Part D to plan members and healthcare plan providers; delivery scheduling, delivery issue resolution, strategic account management, international services, business to business contact management and sales, account set-up and maintenance, billing research and resolution, and claims processing; and targeted inbound customer acquisition, product sales, ongoing account maintenance, billing issue resolution, troubleshooting product issues, warranty and exchange processes, product set-up services, pre-paid account inquiries, and customer retention activities for communications industry. 

APAC Investor Highlights

• Revenue for the 2009 first quarter rose 15.3% to $73.2 million from $63.5 million in the 2008 first quarter.

• Gross profit for the 2009 first quarter was $18.6 million, or 25.3%, compared to $7.8 million, or 12.2%, in the prior year period.

• The company reported net income of $10.6 million, or $0.20 per diluted share, compared to a net loss of $4.0 million, or $0.08 per diluted share, in the prior year quarter, which included $2.3 million in restructuring and other charges.

• The company’s debt remained constant at $6.1 million at the end of the 2009 first quarter. Net accounts receivable increased to $38.6 million from $31.5 million at year end due to sales growth plus a four day increase in our DSO. 
• Net capital expenditures during the 2009 first quarter were $3.4 million compared to $0.8 million in the prior year period. The increased accounts receivable were subsequently collected such that as of April 30, 2009, the company had no outstanding borrowings.
• Announced that it has been awarded a new three-year contract to provide contact center support on behalf of a global leader in marketing solutions.

Recent News and Press Releases

Coverage initiated on APAC Cust Svc by William Blair

APAC Customer Services Announces First Quarter 2009 Results

APAC Customer Services to Provide Outsourcing Support for Global Marketing Company

APAC Customer Services Qualifies for Release of Credit Enhancement

APAC Customer Services Announces Opening of Fourth Philippine Contact Center

For the latest Quote and News on APAC Click Here.

Management

President and CEO -  Michael P. Marrow

Michael P. Marrow joined APAC in February 2008 as President and Chief Executive Officer. He is also a member of the APAC Board of Directors. Prior to that time, Mr. Marrow was employed by Affiliated Computer Services, Inc. ("ACS"), a leader in business process outsourcing and information technology solutions. From June 2007 to February, 2008, he served as Managing Director of Emerging Markets and was responsible for service delivery centers in India, Mexico, Malaysia, Fiji, China, Ghana, Guatemala, Jamaica, Dominican Republic, Poland, Brazil and the Philippines with approximately 15,000 employees. From January 2003 until June 2007, Mr. Marrow was the Managing Director of ACS's Contact Center Practice and managed 38 ACS contact centers with over 18,000 employees located in the U.S., Mexico, Argentina, India and the Philippines.

Senior Vice President, Operations - Art Dibari


Art DiBari joined APAC in March 2008 as the Sr. Vice President of Operations. Mr. DiBari has 25 years of operations experience in the Business Process Outsourcing Industry. Prior to joining APAC, he was a Regional Vice President for ACS, Inc. He joined ACS in February 2004 and worked in several distinct divisions within the company during his 4 year tenure. Most recently he held the position of RVP for the Emerging Markets Group where his areas of responsibility spanned 12 sites throughout Central & South America, Mexico and the Caribbean. Art was recognized as an extraordinary leader at ACS. He was named the 2005 Regional Vice President of the Year for the ACS Business Process Solutions Group for his consistent and remarkable achievements in client satisfaction, people development and financial delivery excellence. Prior to ACS, Mr. DiBari was the Sr. Vice President of Operations for Aegis Communications Group, Inc. where his responsibilities included 12 domestic and international call centers generating a collective $60M in revenue. While overseeing operations Art leveraged business relationships, effectively selling over $12M in new logo business. As a result of these remarkable efforts, he led his division in sales, while simultaneously meeting and exceeding all operational goals for the year. Mr. DiBari holds a Bachelors of Science Degree from James Madison University in Harrisonburg Virginia.

Senior Vice President and General Counselor - Robert B. Nachwalter

Robert B. Nachwalter joined APAC in November 2008 as Senior Vice President and General Counsel. Prior to joining APAC, Mr. Nachwalter was Senior Vice President and General Counsel for Whitehall Jewelers Holdings, Inc., a publicly-traded national retailer of fine jewelry with approximately 375 stores in 39 states. Before Whitehall, Mr. Nachwalter was senior legal counsel with Ryder System, Inc., a Fortune 500 transportation and logistics company. Mr. Nachwalter earned his Bachelor of Arts Degree from the University of Michigan and his Juris Doctor from the University of Florida.

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Contacts

APAC Customer Services Inc.
Bannockburn Lake Office Plaza 1
2333 Waukegan Road Suite 100
Bannockburn, IL 60015
Phone: 847-374-4980
Fax: 847-374-4991