The Golden Gate BPO Solutions Leadership Team has gained their industry experience by being just where our various clients sit today. Because of that, we are able to be “consultative” and “advisory” in helping you effect and implement important business decisions but also have the courage to provide you with honest and strong opinions based on the experience we have gained pioneering, establishing and managing internal and third party CRM, call center and BPO operations in the United States and internationally. We have been clients, service providers, customers and more. Each of us has at least 20 years’ experience evaluating, implementing, managing, and being on the hook for the same decisions you, our clients, need to make. We have been in your shoes at one time or another and believe we can make a difference.
CEO & Managing Partner
Stephen Ferber is personally responsible for ensuring that each Golden Gate BPO client and operating partner achieves its revenue and profitability goals. He also focuses on driving the company’s strategic direction, oversees and manages all aspects of the company’s business development, operations and works with clients and prospective clients directly in order to identify and fulfill their contact center and business process outsourcing needs. Ferber has almost 20 years of experience in the contact center and business process outsourcing industry, including executive management, legal and general counsel, international expansion and operations, M&A strategy and management, capital sourcing, and business turnaround for private and public companies, start-ups, small to middle market and Fortune 500 companies.
Stephen founded Golden Gate BPO in 2006, in conjunction with Paxys, Inc. and Advanced Contact Solutions, one of the largest outsourced providers of contact center and BPO solutions in Southeast Asia and first Philippine-based company whose stock became publicly traded. Golden Gate BPO Solutions built Paxys’ and Advanced Contact Solutions’ presence in the United States market as its US corporate arm, expanding the conglomerate’s brand, capabilities and overall shareholder value through its business development, client services and consultative and operational guidance.
SVP & Managing Director, LACAR Region
Stuart Cranston started his working career with the Common Services Agency within the Scottish Health Service in Edinburgh, Scotland. He has since worked in three continents, Asia, EMEA and the Americas specializing in IT and Call Center outsourcing solutions for over 28 years.
In his current role as CEO of United Nearshore Operations (UNO), he oversees the provision of outsourced call center services from its location in Santiago in the Dominican Republic. UNO is in its 11th year of operation.
SVP & Managing Director, Operations
Frank Modrak has been with Golden Gate BPO since its inception. Frank is a straight forward people person, accomplished senior executive and entrepreneur with a proven track record in sales and customer service operations, complex deal making and negotiations, revenue generation and organization growth, leader of large sales and customer service divisions, call center consulting, process improvement in all facets of call center functions. As a 30-year industry veteran, Modrak has proven his ability to set industry standards, as well as manage and serve as a procurer and development expert in all aspects of the call center, customer care and support experience.
Chief Marketing & Business Development Officer
With over 20 years of marketing experience, Jaime brings a results-oriented marketing mindset to the Golden Gate team through an entrepreneurial spirit and a strong understanding of direct response principles.
Through her various positions in both marketing agency and corporate marketing environments, Jaime has a full understanding of how to tailor relevant marketing efforts to reach the right audiences at the right time via the right channels. Her programs have successfully led the charge in helping companies scale and grow their marketing initiatives, including brands such as Turner Broadcasting System, The Home Depot, Hotels.com, Air Canada, Starwood Hotels & Resorts, Harrah’s Hotels & Casinos, Travelzoo, Laser Spine Institute, Navy Federal Credit Union, among others.
Victor Endaya is located in Manila, Philippines and is responsible for overseeing Golden Gate BPO’s clients being served there as well as the Asia region. He is a founding director of Golden Gate BPO Solutions and has been with the company continuously since inception. Golden Gate BPO was initially set up in partnership with Paxys Inc. and Advanced Contact Solutions (ACS), one of the pioneers and largest contact center providers in Asia. Paxys Inc., the parent company to ACS, was the first contact center company to be listed on the Philippine Stock Exchange. Victor was the President & CEO of ACS and was a founding Director of Paxys Inc. He was instrumental in various acquisitions and joint ventures done by Paxys, Inc. and ACS including WNS, GIC, UR Solutions and Smarts Salary-Sydney Australia.
Jay Vitarelli has been with Golden Gate BPO since its inception. As with any company’s inception, he was instrumental in setting up all of our accounting processes and controls, tax and payroll compliance and is also a key strategic asset to the company.
Jay has over twenty years of both public and private work experience, including the outsourcing and offshoring industry prior to Golden Gate BPO. Jay’s public accounting work comprises of preparing reviewed and compiled financial statements and the handling of all governmental compliance filings including all business and individual taxation both on the federal and state level. Jay’s general business consulting involves multi-state tax planning, consultations regarding the purchasing of computer equipment and computer networking.