Florent Flora Email Address

On-the-job Trainee and ETPI Scholar

HGS provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, backoffice services and digital marketing solutions.

I am a business focused IT leader who builds closely knit teams to develop and implement business capabilities that apply technology to improve business processes, increase efficiency, and maximize effectiveness. I am an effective communicator who uses clear and concise business language to engage senior management. I have direct accountability for day-to-day technical operations and long-term technology strategy and planning. I provide hands-on leadership and direction to the IT team to ensure that technology aligns with corporate strategy and tactics, blending in-house talent with outsourced expertise to balance resources, fill skill gaps, and increase organizational competencies. I am passionate about positioning IT as a "strategic enabler" in an organization and not just as an "implementer", providing customer service improvement via innovation and via optimization of processes, and enforcing strong IT governance with balance between autonomy and control. My expertise includes IT operations, technology infrastructure planning and deployment, IT solutions design and engineering, scoping of client requirements, build-up of multiple sites and data centers, and technology transitions for BPO accounts. My expertise also includes information security management, formulation of security policies, performing risk assessments, risk management, vulnerability assessments, information security education and awareness, and business continuity/disaster recovery planning, testing and implementation, among many things. I work in a cross-functional and cross-cultural global environment with strong ties and relationships among my colleagues and business leaders across varied geographies. Specialties: By Industry • Information Technology & Services • Business Process Outsourcing • Telecommunications By Discipline • IT Operations Management & Service Management • IT Planning & Engineering • Project Management - Data Center & Site Buildout • IT Processes & Control • Information Security • Audits & Certification (ISO9001, ISO27001, HIPAA, PCI, GLBA, eSCM) • Software Applications Development & Database Management • CAPEX, OPEX, Profit & Loss, Cost-Benefit Analysis