About Us

How We Got Started & Who We Are

Born out of Necessity

Finding the right local employees can be hard to do. It can take months. When you find an employee, it takes time and money to get them up to speed. Then there’s turnover. How many more times can this happen? How much money is wasted or thrown away if they only stick around for 6 months?
The call center industry has a turnover rate from 30 to 45%. Ours is under 5%! How do we do it?

Our employees learn in a functioning healthcare environment. We train them in real-time, with real situations. They don’t get trained in a sandbox. You can expect every team member to be ready with the elementary and intermediate knowledge and experience that you won’t need to worry about.

We also care about our team members. We pay them well, provide benefits and support team members’ well-being. Some personnel may have new families and live far from metropolitan areas where the commute may be upwards of two hours. We want them to have as much time with their family as possible. If they prove to meet minimum qualifications, we will allow personnel to work from home.
This is how our turnover rate is less than 5%.

Considering the change?

Try a team member for a month first. See how it works out. If you don’t like it, it’s no problem. No long-term contracts. We can walk away as friends.

What if one of your team members isn’t working out for you? Call us, tell us that it’s not a fit, and we can remove that team member from your team. It’s okay. It has happened before. From then, we can replace them the next day if we have someone available. If you’d like the time to interview any potential team members, you can. It’s just that easy.

Executive Team

Todd Usher
Founder
Working for local & national providers, manufacturers and owning a business, I know what it takes to succeed in healthcare. It’s not easy nor for the faint of heart. It takes determination, fortitude, & mental toughness. I’ve enjoyed my time in healthcare and intend on sticking around.
Rose Castellano
Executive Director

Rose joined Tactical Back Office in December 2019. She earned her B.S in Accounting Management and received her C.M.A. Her experience in cost management, business analysis and budgeting compliments our leadership team andto allow Tactical Back Office to grow with its clients.

Training Team

Jesrael Buenaventura

Team Supervisor

I’ve been working in the business process outsourcing since 2009. I started in the BPO as a customer service rep supporting various products and processes. I served customers from different companies and industries, from telecommunications, tech, retail, financial and now healthcare. I joined a DME company in 2017 as an Inside Sales where I learned the fundamentals and elements of the Durable Medical equipment and the healthcare industry. Then I moved to the sleep lab of the same company as an Intake Rep where I served patients in completing their sleep tests. Then I joined TBO in 2019 as an intake rep and got promoted as a supervisor. Now I’m guiding our TBO staff and serving our clientele to meet or exceed their expectations and satisfaction. Nothing makes me brings me more joy than a happy client and patient.

Mae Padaoan

Training Coordinator

Mae Padaoan is a Filipina that migrated to the United States at the age of 11 to be closer to her family. At the age of 30, she still speaks fluent Tagalog and Ilocano. She loves to sing karaoke, travel the world, try new foods and most of all spend time with her family. Mae has worked tirelessly on training new staff to get them equipped for future client’s. To her, our client’s satisfaction will always be number one. Being able to teach and mold our new hires to possess the quality we hold that is considered a high standard has always been a goal that she possesses and continues to strive to achieve.

Nicolai Limpin
Nicolai Limpin

Training Specialist

Nicolai has been in the call center industry for over 8 years handling different accounts with a primary focus on healthcare. She joined Durable Medical Equipment Company in 2017 as part of the Intake team then got promoted as an Intake Supervisor. She is now a part of the Tactical Back Office training team teaching new recruits. She likes to spend her time off with her family, trips to the beach, and baking.

Lynne Wolforth

Training Specialist

My name is Lynne Wolforth. I am a Customer Service/Billing Specialist for Durable Medical Equipment with over 25 years’ experience working with medical equipment providers. Outside of work I enjoy horseback riding, attending festivals, and helping at home maintaining a small farm including the care and welfare of 3 horses and 2 donkeys. I am a native Floridian born and raised in North Central Florida.

Jessica Sanchez 

Training Specialist

Jessica has been in a call center industry for 8 years as a billing/technical specialist. She’s been with Tactical Back Office since 2019. She was a working student at that time and was able to graduate last March 2021. She gained a lot of knowledge since starting is now part of Tactical Back Office training team teaching new hires. She enjoys teaching and ensuring trainees are confident enough when assigned to their clients.

We can help change your business for the better.

If you’d like to talk to us, Great! Click on the “Contact Us” below and we’ll get back to you with all our answers.