WHO WE ARE
A strategic extension of your business — built on people, process, and technology.
Virtual Staffing Solutions (VSS), a Waterstone Company, is a global partner in Customer Experience, Digital Operations, and Workforce Solutions. With delivery centers across the Philippines, Colombia, and the United States, we help organizations scale efficiently, improve performance, and deliver better customer experiences through global talent and modern operational frameworks.
Since 2018, VSS has grown to more than 2,700 team members supporting companies across the U.S., U.K., and beyond. What sets us apart is our ability to combine global scale with operational agility — integrating people, process, and technology to deliver measurable results, while staying grounded in a mission-driven culture focused on creating opportunity and long-term impact.
2,700+
Employees Worldwide
75+
Clients Across Industries
5
Global Geographies
2018
Serving Clients Since
HOW WE PARTNER
More than staffing. A complete operating advantage.
01
People
Global, multilingual talent — purpose-built for your business and grounded in a culture of dignity and excellence.
02
Process
Modern operational frameworks that standardize, optimize, and scale your workflows without adding complexity.
03
Technology
AI-assisted workflows, automation, and analytics that lower cost-to-serve and accelerate resolution.
04
Purpose
As a faith-based organization, we believe business can be a force for good — creating opportunity and lasting impact.
GLOBAL FOOTPRINT
Five geographies. One follow-the-sun operation.
Delivery centers spanning the Philippines, Colombia, and the United States let us support clients across the U.S., U.K., and beyond .
MEET THE TEAM
The people behind the partnership.
David Lemaster
CEO
Ems Rycki
CHRO
Allan Batuhan
CFO
Scott Sullivan
COO
Phil Wilson
EVP & President, Global Ops
Tracy Miller
CRO
Michael Roy
CSO
Lisa Mariano
EVP Philippines Operations
Raymund Austria
VP Technology
Nicole Morgan
VP, Operations
Tricia DeFosse
VP Sales & Marketing
Al Francis
Mission Leader
CLIENT OUTCOMES
Real problems. Measurable outcomes.
PROBLEM
Can't hire and scale talent
Aggressive sales targets, but front-line business-development agents were hard to attract and retain. VSS staffed and exceeded continuously increasing monthly targets — and built career paths into pre-qualifying, funding advisory, billing, collections, HR, and technical support.
"VSS has become an extension of our team, enabling cost-effective growth."
VP of Operations · Small Business Loans
PROBLEM
Cost to serve clients
Customers complained about service and couldn't schedule visits, driving churn. VSS consolidated front desks across offices, standardized processes, and optimized the customer lifecycle — freeing local staff to focus on patient care and proactively driving check-ups and referrals.
"VSS has allowed us to focus on our customers, not administration work."
Chief Operating Officer · Clinical Support
PROBLEM
Adding customers
Low device usage and patient engagement was driving churn. VSS designed an onboarding journey that lifted device-installation rates, then introduced "Engagement Coaches" and a retention strategy — improving satisfaction scores and preventing numerous health issues.
"VSS increased engagement, NPS scores, and retention."
Chief Physician · Patient Monitoring
PROBLEM
Employee downtime
A help desk overwhelmed with tickets ran 3–5 day turnaround times with no budget to staff up. VSS identified Tier-1 traffic, documented processes, and standardized troubleshooting — raising first-call resolution by over 50% and answering calls in under 60 seconds, within budget.
"The VSS team helped us reduce downtime and eliminate root-cause issues."
Chief Technology Officer · Tech Support
ALL INCLUDED
Secure, Certified Delivery Environments
