San Diego, CA and New York, NY — April 2026. — Ceiba Capital Partners, a premier private equity firm with offices in New York, announced a new strategic collaboration with Call Center Services International (CCSI), an Industry leading provider of nearshore operational infrastructure solutions and staff augmentation services from Mexico for U.S.-based companies, this strategic alliance is set to redefine value creation for private equity investments. Gerson R. Guzman and Justin T. Crane have joined CCSI as Strategic Advisors to support CCSI delivery of technology transformation and customer service solutions to its growing base of private equity clients.

A Strategic Partnership Built for Value Creation

Ceiba Capital Partners, a private equity firm investing in healthcare, business services, specialty manufacturing, and enthusiast products, announced a strategic partnership with Call Center Services International. This collaboration is designed to provide Ceiba's portfolio companies with access to CCSI's proven operational infrastructure platform, specifically targeting margin expansion, workforce optimization, and scalable operating leverage through significant operational improvements. Through this partnership, CCSI becomes an embedded resource within Ceiba's private equity value creation strategies, helping portfolio companies protect and enhance EBITDA and exit value. 

CCSI's 4-Pillar Equity Value Creation Framework for Private Equity

Improving customer service and improving the operational efficiency of customer service solution through an integrated human and technology approach is a strategic imperative for private equity portfolio companies. Whether it is enhancing the value of platforms or providing the scalable infrastructure in a buy-and-build strategy, complexity grows exponentially, causing margin leakage, integration delay, and eroded deal value.

CCSI structured 4-pillar framework specifically designed for Private Equity portfolio companies. This framework moves beyond traditional outsourcing to provide strategic operational and technology-enabled infrastructure that directly impacts financial outcomes.

Pillar 1: EBITDA Expansion

CCSI improves margin performance by optimizing support cost structures and increasing workforce productivity, leading to enhanced operational efficiency. Across comparable scaled environments, CCSI typically identifies 25%–50% labor cost efficiency opportunities. Even modest optimization produces disproportionate valuation impact: a $2M–$5M EBITDA improvement can generate $16M–$60M in incremental equity at typical 8x–12x valuation multiples. This is a proven approach to EBITDA expansion for portfolio companies.

Pillar 2: Workforce and Cost Structure Optimization

As portfolio companies scale, decentralized support models create inefficiencies. CCSI centralizes and rationalizes support functions through shared services consolidation, supervisory redesign (typically identifying 10–20% optimization potential), utilization benchmarking, and embedded workforce deployment, effectively streamlining operations. This shared services model PE approach delivers scalable capacity without expanding fixed overhead.

Pillar 3: Operational Visibility and Governance

Private Equity requires performance transparency. CCSI implements executive dashboards, KPI standardization aligned to margin targets, and productivity analytics to align workforce performance with financial objectives, empowering data-driven decision-making through clear metrics. This strengthens governance and eliminates operational blind spots across the portfolio.

Pillar 4: Scalable Revenue and Support Infrastructure

Beyond cost optimization, CCSI supports growth through structured revenue enablement and operational support designed to drive revenue growth. Their flexible workforce model allows portfolio companies to scale during growth, integrate acquisitions efficiently, manage seasonality, and protect margins during downturns.

AI Automation That Reduces Headcount and Increases Capacity

In addition to nearshore staffing, CCSI incorporates AI capabilities,including virtual agents, workflow automation, intelligent document processing, and QA automation—that help portfolio companies reduce operational headcount and further decrease cost-per-contact, driving their digital transformation. These AI solutions integrate seamlessly with CCSI's operational infrastructure platform, providing additional layers of efficiency and scalability for Ceiba's portfolio companies.

Why CCSI: Differentiated Value for Private Equity Portfolios

CCSI is optimized for Private Equity portfolio environments, not enterprise outsourcing contracts. Their institutional scale, flexible engagement structures, and mid-market decision velocity make them the ideal partner for portfolio companies.

Large global BPOs offer rigid service templates, CCSI specializes in mid-market PE portfolios, providing portfolio-scale workforce architecture, direct executive engagement, and financial impact orientation aligned to the investment stage. 

“PE-backed companies are looking for operational models that genuinely accelerate growth. With CCSI, we bring a proven combination of nearshore expertise, scalable capacity, and performance-driven execution that helps companies move faster and operate more efficiently. Our partnership with Ceiba Capital Partners will help us continue to develop solutions that serve the needs of the middle-market and private equity firms focused on creating enterprise value.” - Jorge Oros,  CCSI's President

"CCSI brings a unique combination of nearshore scale, operational rigor, technology enabled solutions, and execution speed that aligns perfectly with the needs of middle-market portfolio companies. Their model not only strengthens efficiency and operational discipline but also delivers meaningful cost savings without sacrificing quality or control. We’re excited about what we’ll achieve together and the impact this partnership will deliver.” - Gerson R. Guzman, Co-Founder, Ceiba Capital Partners

About Ceiba Capital Partners

Ceiba Capital Partners invests in the intersection of proven performance and future potential, accelerating growth by strengthening management teams and deploying technology that helps build market-leading organizations. The firm works closely with its portfolio companies to adapt, innovate, and capitalize on demographic, secular, and industry-specific trends that shape long-term value creation.

Typically partnering with companies generating $3M–$15M in EBITDA. The firm is guided by core principles of transparency, integrity, accountability, and disciplined execution in its work with investors, employees, and portfolio leadership teams.

About CCSI

CCSI is a $100M organization with more than 3,000 bilingual English and Spanish professionals across three strategically located delivery centers in Mexico. As a leading Mexico nearshore business process outsourcing services provider, they offer enterprise-grade infrastructure with mid-market responsiveness and have deep experience supporting regulated industries including financial services, healthcare, legal, insurance, and telecommunications.

To learn more about how we can support your portfolio, please contact:
CCSI
Jose Ferreras - jose.ferreras@ccsi.com
Ceiba Capital Partners
Justin T. Crane – jcrane@ceibacapitalpartners.com
Gerson R. Guzman – gguzman@ceibcapitalpartners.com

START YOUR JOURNEY WITH CCSI