World’s Leading Outsourced Communications Provider Taps Mel Carlen to Lead Expansion

Mel Carlen, Moneypenny

Moneypenny Appoints New Vice President of Operations North America

World’s Leading Outsourced Communications Provider Taps Mel Carlen to Lead Expansion

CHARLESTON, SC (August 12, 2019) – Moneypenny, the world’s leading outsourced communications provider with offices in Charleston and the UK, has received significant investment from ECI Partners to support ambitious plans for growth in the US. As part of these plans, Moneypenny has appointed Mel Carlen vice president of operations North America. Mel will lead the burgeoning US team, which is growing at a rate of 50 percent year-on-year, and has already grown by 25 percent this year.

“We are delighted to be naming Mel to this vital role,” said Joanna Swash, global chief executive officer of Moneypenny. “Her fantastic experience and leadership skills will help lead us in our ambitious growth and acquisition plans for the US.”

In her previous position as head of IT services for Moneypenny, Carlen led the IT team in developing AI-led technology to make it easier for businesses to communicate with and provide exceptional customer service to their clients. Before joining Moneypenny, she was head of customer experience at Amey, the leading supplier of consulting and infrastructure support services both in the UK and internationally. Prior to that, Carlen worked in various roles at Marks and Spencer, a leading UK Retailer.

“I’m delighted to be joining the Moneypenny Charleston office at this exciting time, and I look forward to leading the team in delivering the exceptional service our clients depend on us for, while also launching more AI-driven products to market,” added Carlen. “It will be a pleasure to support and work with the team to take the business to its next phase of evolution and growth. We have some very big plans for the US, and are looking at acquiring companies to assist in this growth.”


About Moneypenny
Moneypenny helps businesses earn new and retain existing customers by offering a customized suite of inbound call, live chat, and customer contact services. From a state-of-the-art facility in Charleston, South Carolina, and the United Kingdom, Moneypenny manages more than 15 million calls, chats, text messages, and emails for more than 13,000 clients annually.

Started as a family business in 2000, Moneypenny has grown to 750 employees globally. Their industry-leading technology and scalable solutions make Moneypenny the right fit for businesses of all shapes and sizes.

Moneypenny was awarded the prestigious Queen’s Award for Enterprise in Innovation in 2008 and was recognized by The Sunday Times as one of the 100 Best Companies to Work For an astonishing six times including top 5 listings in 2015 and 2017. Moneypenny’s charitable arm helps unemployed and underserved young women in the local community find new opportunities in life and work through its ‘We Mind The Gap’ initiative.

Find more information about how Moneypenny is reshaping the ways businesses interact with their customers at