The GGS service delivery approach integrated with the appropriate technologies is designed to match our partner’s needs. GGS is committed to the management of optimal services and support by providing cutting edge outsourcing services that ensure:
- Branding - The instant that customer contact is made, we recognize their needs and work carefully to cater to and understand their goals for competitive advantages. Our agents are fully trained to address specific client customer needs, so that a unique client-customer relationship is established.
- Consolidated Contact Offering - All client customer contact service points are provided; voice, e-mail and live chat are managed according to business specifications, simple requests are automatically directed appropriately.
- "Best in Class" collection services - We offer a proprietary Contact Center-based collection process which offers persistent, cost effective debt recovery solutions.
- Specialty Agents - Our preferred customers and customers with unique needs are routed to Specialized Representatives.
- Technical Support - We extend expertise support beyond sales by providing simple solutions to complex problems.
- Back office services - We deliver a systematic approach and service delivery to help our agents / associates, process transactions and consistently perform above the client's enterprise averages - efficient backend support and processing of voluminous transactions for its clients manual invoice data entry, dispute resolution, invoice processing, and moves/adds/deletes/changes (MACDs).
At GGS Project work spans business critical support to basic customer relationship management assignments and back office processing. By tying our success to our client’s success, and delivering what is expected, Global Gateway guarantees customer satisfaction.
Meet the heads of our team, the following are highlights of the management careers of the principals of Global Gateway Solutions Inc.
Ms. Jacqueline Sutherland, President
B.S, M.S., CIO
Ms. Jacqueline Sutherland, the majority owner of Global Gateway Solutions, Inc brings her expertise in people and business management to lead the development of Global Gateway Solutions She is an experienced Information Technology executive with a record of driving long-term business growth, resolving complex strategic issues, and Aligning Project Management with Corporate-level objectives. She has been the key decision-maker in the selection and implementation of multi-million dollar customer service information technology systems solutions for top Fortune 500 companies throughout the US and Europe, providing all tiers of technical support.
Ms. Joanne Cayo, Chief Operations Officer
Joanne Cayo, Chief Operations Officer, brings significant operational experience to GGS. MS Cayo’s expertise covers the entire breadth of customer service operations, collections, and supply chain management helping companies develop business strategies and improve their customer satisfaction, sales and information systems. Her experience was gained in all levels of both for-profit and non-for-profit organizations, as well as public and private organizations, encompassing healthcare, international, association and Fortune 100 environments. MS Cayo brings over 20 years of experience in operations, specializing in planning, management and delivery of business processes and general operations management. Her background includes the management of customer care operations, Third Party Collections, order fulfillment, and supply chain management. She brings complex projects from conception to production within budget and on time. She uses her knowledge of operations and customer service to complete successful start-ups and on-going operations. Ms. Cayo led cross-functional teams; planned, directed and administered quality assurance programs comprising a Customer Loyalty Survey, call monitoring and closed-loop feedback system, and collections services through an outsourced vendor.
Ms Cayo was the recipient of DELP (ASAE Diversity Executive Leadership Program) Scholar in 2006. Ms. Cayo earned a Master of Science in Management, Management Information Systems degree from the University of Maryland University College, (College Park, MD). She earned a Bachelor of Science degree in International Business and Marketing from Howard University (Washington, DC).
Ms. Cayo is fluent in French, Creole and English, and she is conversationally able in Spanish. Ms. Cayo brings significant operational experience to Global Gateway Solutions.
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People
- Skilled labor force less expensive than the US & Europe by 40-60%
- Low attrition rates and competitive wage rates
- Rigorous training programs focused on accent neutralization, customer engagement, negotiation skills and compliance requirements
- Multi-lingual staff providing flexible staffing round-the-clock to suit clients’ needs
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Infrastructure
- 100% VoIP facility with redundant telecommunications links world- wide
- Integrated contact center software with blended predictive dialer (inbound & outbound) built on scalable and robust architecture enabling secure data links with diverse client platforms
- 24x7 operations with dedicated on-site technical support staff
- Main Center located in the Montego Bay Free Zone with high security and closed-circuit digital cameras
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Work Strategy
- Strong performance-based culture throughout the organization enabling superior delivery of client solutions
- Metrics-based management of all work steps and processes driving the philosophy of continuous improvement and complete client satisfaction
- Performance improvement methodologies and techniques developed by analytics team with experience from top financial institutions
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