Golden  Gate  BPO  Solutions,  LLC  

Santiago,  Dominican  Republic  United  Nearshore  Operations  

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Resource    Perspective  

Relationships      

Golden  Gate  BPO  Company  Overview  Founded  in  2006,  Golden  Gate  BPO  Solutions  provides  multi-­‐channel  contact  center,  customer  engagement  and  business  process  outsourcing  services  on  behalf  of  its  clients.  

We  have  a  passionate  team  and  innovative  approach  that  allows  us  to  deliver  small  and  large  scale  high  touch  outsourcing  solutions,  enhancing  each  stage  of  the  customer  relationship  management  life  cycle  to  acquire,  retain  and  support,  grow  and  optimize  customer  relationships.  

Our  customer  engagement  centers  are  located  in  the  United  States,  Dominican  Republic,  Belize,  and  the  Philippines,  from  which  we  offer  multi-­‐lingual  voice,  email,  web  chat,  social  media,  back-­‐office,  online  help  desk  and  automated  support.  

In  addition,  we  provide  strategic  consulting,  legal,  and  advisory  services  for  many  clients  spanning  business  and  operational  improvement  and  restructuring,  financial  analysis  and  planning,  technology  procurement  and  implementation,  and  sales,  marketing  and  brand  enhancement.  

Golden  Gate  BPO  Solutions  helps  organizations  to  define  and  produce  extraordinary  customer  engagement  strategies  and  business  results.    Our  work  provides  increased  customer  loyalty  and  superior  results  for  our  clients.  

Our  real  value  is  in  who  we  are  not  just  in  what  we  do.    Whether  our  engagement  is  strategic  or  operational,  we  make  things  happen.    We  enable  people  to  bring  out  the  best  in  themselves  in  even  the  most  difficult  situations  and  we  do  what  it  takes  to  get  results.    

The  leadership  team  consists  of  finance  and  legal  specialists,  operational  experts,  and  customer  engagement  strategists.  We  understand  the  strategic  and  operational  challenges  many  clients  face  and  have  the  knowledge  and  breadth  of  experience  to  help  them  succeed.    In  addition  to  our  experience  and  insight,  our  team’s  real  expertise  lies  in  how  we  apply  it  and  what  drives  us  every  single  day  -­‐  our  commitment  to  always  be  a  resource,  understand  your  needs,  provide  transparent  advice  and  take  actions  centered  by  perspective  (based  on  our  own  successes  and  failures)  and  forging  life-­‐long  personal  and  business  relationships.  

 

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United  Nearshore  Operations  Overview  United  Nearshore  Operations  (UNO)  is  a  global  BPO  and  Customer  Engagement  Center,  with  location  in  Santiago,  Dominican  Republic.  UNO's  Corporate  Parent,  D'Clase  Corporation  launched  the  call  center  operations  in  2004,  (10  years  in  business).  UNO  was  formed  as  a  privately  held  Panamanian  company.  

Although  UNO  is  a  fully  independent  company,  our  unique  roots  come  from  our  corporate  parent  company,  The  D'Clase  Corporation,  which  was  founded  in  1986  as  an  apparel  manufacturing  organization.  They  have  grown  to  include  11  companies  with  11,000+  employees  serving  the  U.S.  market.  Through  steady  growth  and  a  strong  sense  of  social  and  national  commitment  the  organization  has  become  responsible  for  integral  parts  of  the  infrastructure  of  the  Dominican  Republic  including  the  following  business  sectors:  Telecommunications  &  Communications,  Transportation,  Banking,  Healthcare,  Manufacturing  and  Customer  Relationship  Management.  UNO,  Inc.  is  one  of  these  companies.  UNO  currently  holds  70%  of  the  local  contact  center  market  share,  therefore  being  the  largest  and  most  stable  call  center  service  provider  in  the  region.  

UNO  has  experienced  a  steady  growth  pattern  since  opening  our  doors  in  2004  to  our  current  state  of  760+  work  stations  and  over  1,100  employees  (and  growing).  A  key  attribute  to  our  scalability  and  steady  growth  have  been  our  internal  succession  plans  and  administrative  training  program,  to  identify  and  develop  internal  talent  and  subsequently  promotion  them  to  occupy  new  administrative  positions.  

An  attribute  that  sets  our  organization  apart  is  the  way  we  conduct  business  with  our  clients.  When  UNO  establishes  a  business  relationship  with  a  client,  UNO  does  not  simply  treats  such  as  a  relationship  of  client-­‐vendor,  but  as  a  partnership  and  therefore  we  do  everything  possible  to  protect  our  mutual  interests.  This  and  as  well  as  other  factors  have  allowed  UNO  to  maintain  a  very  healthy  portfolio  of  well-­‐respected  clients,  with  a  6-­‐year  average  tenure.  

Another  key  element  of  our  success  has  always  been  our  talented  resources  and  our  cultural  affinity  to  US  and  Latin  Markets.  We  are  able  to  communicate  efficiently  and  accurately  with  our  English  and  Spanish  speaking  customers,  providing  them  the  comfort  of  someone  who  natively  speaks  their  language  and  understands  their  idiomatic  expressions.  It  is  important  to  highlight  UNO's  commitment  to  ensure  the  growth  of  the  talent  pool  through  our  innovative  and  tailored  free  English  language  classes  provided  at  UNO's  English  Language  University  to  students  in  Santiago  and  surrounding  areas.  

In  addition,  our  state  of  the  art  infrastructure  as  well  as  quality  driven  processes  enhance  the  experience  that  our  client's  customers  have,  and  increase  client  and  customer  satisfaction.  

UNO  is  PCI  DSS  level  1  certified  company  since  June  2011.  

 

760+  Workstations  Bi-­‐Lingual  

Multi-­‐Channel      

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• Santiago  is  the  country's  second  largest  city  and  is  the  central  region's  metropolis.  

• Santiago  is  a  very  active  and  productive  city  with  vibrant  restaurants,  culture,  shops  and  nightlife.    

• Close  cultural  affinity  with  the  United  States  

• Short  flight  from  Miami,  FL  

• “Hurricane-­‐Proof“  -­‐  Santiago  is  more  sheltered  than  other  parts  of  the  country  from  hurricanes  because  of  its  location  in  the  Cibao  Valley.  

• UNO  Santiago  –  Most  sought  after  contact  center  employer  

• Language  poficiences  –  English,  Spanish,  French  and  French  Creole  

• Most  advanced  Telecom  Infrastructure  in  the  Caribbean  

• Favorable  workforce  demographics  –  15.5%  Unemployment  

• Vibrant,  skilled  talent  Pool  -­‐  Local  Labor  Pools  –  1,936,721  local  population  

• Established  employment  vertical  –    Over  100,000  call  center  positions  in  the  local  job  market.  

 

Country  and  City  Overview  

Copyright  2015  Golden  Gate  BPO  Solutions,  LLC  

 

 

   

Golden  Gate  BPO  Solutions,  LLC  Corporate  Office  The  Bell  Tower  at  Weston  Town  Center  1792  Bell  Tower  Lane  Weston,  FL  33326  888-­‐501-­‐8368  

www.GoldenGateBPO.com