More Related Content More from Golden Gate BPO Solutions, LLC (13) 2. !
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Golden!Gate!BPO!Company!Overview!
Founded!in!2006,!Golden!Gate!BPO!Solutions!provides!multiEchannel!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!multiElingual!voice,!email,!web!chat,!social!media,!
backEoffice,!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!E!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!lifeElong!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!clientEvendor,!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!wellErespected!clients,!with!a!6Eyear!
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.!
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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.!
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• Close&cultural'affinity'with'the'United'States!
• Short&flight&from&Miami,&FL!
• “HurricaneEProof“&E!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)E!Local&Labor&Pools&–!1,936,721(local(population!
• Established+employment+vertical+–!!Over%100,000%call%center&positions&in&the&local&job&market.!
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Country(and(City(Overview!
Copyright)2015!Golden'Gate'BPO'Solutions,'LLC!
