Silah Gulf (Silah), is a premium, multi-award winning customer experience solutions provider headquartered in the Kingdom of Bahrain. Silah was launched in 2009 as a Joint Venture in the Middle East region by Bahrain’s eGovernment Authority and UK based Merchants (Dimension Data) and has operations in Bahrain, Kuwait and Saudi Arabia.
We are a gateway to a network of BPO, training, consulting and technology experiences and best practice that spans the globe. Our operational centers expand from the GCC to South Africa offering multilingual capability and various skill sets supporting our client contact experiences. We are customer experience specialists with 30 years of success in customer management, over 3,000 contact centre projects delivered worldwide and a network of 5,000 skilled people. In the GCC we operate with a workforce of over 800 professionals supporting clients throughout the region in the Telecom, Banking, Government, Retail, FMCG and Travel industry.
"To become the leading Customer Experience Solutions provider in the Gulf and profile Bahrain as the preferred service location for the GCC"
Our culture is expressed in the Values that embody our core ideology and define who we are. Our Values act as a compass to guide our behavior, actions and decisions, serving as the pillars that uphold us as an organization
To formulate a perfect synergy between performance, costs and the risks involved, we first establish a thorough understanding of our clients’ expectations, and only then design a customised approach. Thus, in most cases, we exceed our clients’ expectations rather than simply meeting them.
Some of the guidelines we follow to achieve positive results are as follows:
Ricardo Langwieder-Görner is responsible for formulating and driving Silah’s long-term strategies, managing the annual business performance, interacting with clients, employees, partners and investors and setting the tone for the company’s values, ethics and culture.
Ricardo Langwieder-Görner exemplifies Silah’s commitment to helping its clients achieve high performance and for driving customer service excellence. He is also responsible for driving Silah’s vision to become the leading Customer Service provider in the Gulf. A proven Customer Service and Outsourcing leader with deep expertise in developing strong client relationships, Ricardo has a passion for Customer Service Excellence with a disciplined focus on operations and execution.Prior to Silah, Ricardo Langwieder-Görner has worked with several leading global Business process Outsourcing (BPO) companies. In his earlier roles he has been the Vice President and Head for Business Development at EXL Service Holding, heading the Sales and Marketing efforts in Continental Europe and also headed Business Development in EMEA for Stream Global Services.Before his role at Stream, Ricardo served in various senior Service, Marketing and Operations roles in blue-chip organizations such as Royal Philips Electronics. At Philips he headed various strategic customer service and call centre programs. In his last assignment within Philips, he served as the head of business operations, Global CRM, responsible for global sourcing and vendor operations.Being a BPO industry veteran, Ricardo Langwieder-Görner has earned various awards and leadership positions in prominent industry associations. With his understanding of the Outsourcing and Customer Service market trends and growth paradigms, Ricardo Langwieder-Görner is a leading advocate and trusted advisor for outsourcing and customer services solutions.
An integral part of Silah’s vision for growth, Shanker has been responsible for supporting and driving the company’s common vision. A highly experienced finance professional and a trusted advisor, Shanker efficiently handles a wide spectrum of functions that include Project Funding, Budgets, Cash Flows, Investment Analysis, Finalization & Reconciliation of Accounts and Financial Modelling.
Shanker is a qualified Chartered Accountant from India and uses his 35+ years of extensive experience in Accounting, Audit, Budgeting & Gap Analysis, Management Reporting, Fund Sourcing & Allocation, Business Negotiations, Banking & Financial Institutions Liaising, Investment Planning, Cost Optimization Techniques, Process Definition & Improvement Measures, Risk Management Strategizing, Capital Market Dynamics, Human Resource and other aspects of the business decision-making process in his role as Chief Financial Officer. Having held positions of increasing responsibility across all functional areas of Finance, Accounts and Human Resource, prior to joining Silah, he served as Head of Finance & Accounts with Albilad Real Estate Investment Co. Albilad is currently developing a multi-million dollar mixed use real estate development in Bahrain. There, his primary responsibilities included business modeling and handing the day-to-day dealings with senior Governmental and Financial institutions involved with the Albilad’s projects, all the while ensuring that the company’s financial stability is protected. His diverse range of muti-industry experience includes key senior-level positions with a major global luxury retail organization, an investment conglomerate with interests in leisure, real estate and advertising industry in the MENA region and one of India’s foremost private sector companies with a market capitalization of US$45 billion and a turnover of US$7 billion.
Nada A.M. Al Qassab serves as General Manager for Telecommunication operations as well as managing the Kuwait operations, where she leads Contact Center, Technical Support, Customer Solution designs and Account management. Nada was instrumental in guiding the operations from its initiation in the government sector to its maturity hosting several key governmental bodies offering unique contact center solutions. She also is a leader in the contact center industry with a history of accelerating revenue growth and profitability.
Nada built her extensive knowledge of the contact center industry while growing ranks into several units within the Customer service as well as the PMO office within a leading telecom provider in the Kingdom.
Under her leadership, the operational Contact Centers won more than 13 awards towards operational excellence, best reporting and processes as well as 100% Bahranization award from the Ministry of Labour for the National Contact Center.
Nada also has a deep passion towards people development with her believe that every employee is an ambassador and it is Silah’s CSR duty to develop the candidates and build their knowledge within the Industry.
Named 2008 “Middle East Best Customer Life Cycle Strategist” and 2014 “ Middle East Best Account Manager” by Insights , Nada has endorsed her career with being the 1st Bahraini to be accredited as “Certified Contact Center Manager” from the CIAC body in the USA. Nada holds a Bachelor of Science degree with first honor distinction in Management Information System from the University of Bahrain and is currently studying towards an MBA from Glamorgan University and a Project Management Profession (PMP) certification from PMI-AGC Chapter.
Jo O’Flynn heads Silah’s IT department. Her key responsibility includes framing the IT strategy for the company along with providing innovative solutions to align business processes and objectives. Jo is also in charge of developing IT Governance, IT Cost Optimization and Crisis management.
As the Chief Technology Officer of an IT enabled service company, Jo’s role is vital for the seamless operations of the company through a robust technological backend support system, ensuring maximum client satisfaction.With over 15 years cross functional international experience across various domains such as IT Infrastructure Services, Telecommunications, & Virtualization Jo has extensive skills in building and leading teams to deliver world class technology solutions that will help facilitate rapid growth in highly competitive service sectors. She has successfully delivered solutions across many vertical markets including Banking, Finance and automotive where she has delivered numerous large-scale technology (applications & Infrastructure) deployments, demonstrating success in directing business transformations globally.Prior to working at Silah Jo was IT Manager at Merchants, a leading BPO solution provider where her role involved designing and delivering integrated Contact Centre solutions to a wide range of customers. Her previous roles also include service desk Manager at Peugeot, Cemex and FRM. Prior to this Jo was working as a lead technical engineer with hands on expertise in VOIP networks, Microsoft applications & programming.Jo has vast experience in technology and business domains and has accomplished several awards through her career including Best Contact Centre Platform in the Middle East 2012 & 2013.
With over a decade of success in managing projects, Abdulrahman in his role as Projects Director is responsible for the translation of the client’s requirements from concept to reality. He works with a team of professionals on the onboarding of clients on any of Silah’s four platforms; BPO, Technology, Academy or Consultancy.
Once clients are on-board, Abdulrahman is also responsible for ensure Silah’s clients and partners are satisfied with the services delivered. In his capacity of Accounts Director, Abdulrahman works with his team on implementing strategies that translate to win-win solutions for both Silah and our partners. This is achieved by the proposition and implementation of game changing tactics that empower our partners into becoming more efficient and more competitive in their respective domains. This reflects the essence of our core beliefs in establishing relationships based on value and trust throughout our journey with our partners.
Abdulrahman is a true believer of methodological approach to both Account and Project management and strives to apply best practices applicable to any situation at hand. His background and training equip him with the skills and tools required to deliver the best to our partners.
Suad Alkabie is responsible for the employee journey at Silah Gulf. From identifying, acquiring, developing to retaining Silah’s talent. In this capacity she oversees Human Resources, Quality, Learning and Development as well as the Silah Training Centre. She is passionate about talent development, quality and continuous improvement and is an advocate and speaker on these subjects in Bahrain and abroad.
She has extensive experience in both the public and private sectors and has focused on customer experience, employee satisfaction, process management, and performance metrics along with cost saving initiatives. She has held various senior positions in industries including aviation, financial services and most recently telecom.
Suad is a black belt six sigma, ISO 9001 Lead Quality Management Auditor and process improvement practitioner. She holds an MBA from the University of Strathclyde and a BSc in Systems Control as well several productivity improvement and leadership certificates.