About Us

Founded in 2006, Synergies has 4 facilities and an installed capacity of 800 seats, providing services in Spanish, English, French and Portuguese. In 10 years, we have grown to 700 Customer Service Representatives (CSR) and expect to double through organic growth in the next two years.

To develop our strategic competency, Synergies has implemented both Information Security Management and Quality Management Systems that are in compliance with the international standards ISO 27001 and ISO 9001.

We are a team of passionate and resourceful professionals who understand the value of communication and are dedicated to finding the best solutions for the companies we work with. Synergies treats your business as our own, thus reaching the highest levels of satisfaction – contact us today and let’s create synergies!



VISION

“To be recognized by our stakeholders as the best
outsourced business solutions provider in the Caribbean
and Latin America.”


MISSION

“We are a passionate and innovative service provider, respected for our integrity and the difference we make to our people, their families and the communities around us.”

OUR VALUES

  • Passionate in Customer Solutions
  • Excellence in delivering results
  • Integrity
  • Recruit and develop the best talent
  • Fun and innovative culture
  • Pursuit growth and learning
  • Determined to building a positive team and family spirit
  • Make a difference in the communities around us
  • Cost conscious
  • Humble


WHY SYNERGIES?


  • Optimize costs
  • Increase Operational performance
  • Increase productivity and efficiency
  • Obtain flexibility in staffing


EXECUTIVE TEAM

Synergies’ Management Team has been responsible for Synergies’ rapid growth throughout its 9 years in the Dominican Republic market.


Eugenio Baittiner Pineda

Eugenio Baittiner, born in Venezuela, brings over 35 years of business experience to the Synergies executive team. Drawing from his participation in family businesses including media, insurance, cement, appliance stores, and real estate, Mr. Baittiner is able to quickly adapt to each client’s business model and develop strategies to deliver superior customer service. Today he calls the Dominican Republic his home. Mr. Baittiner is a member of the board of directors of one of the largest financial institutions in the Dominican Republic. His passion for quality and customer satisfaction has led Synergies to thrive in its fast-paced setting.

Lilliam McCann

Lilliam McCann is Operations Director at Synergies. Her track record comprises of call center industry experience. Ms. McCann is a business psychologist with over 20 years of experience in a variety of client-centered businesses. Prior to Synergies, Ms. McCann worked in Verizon International Teleservices as QA Specialist where she later developed into Compliance Manager for both of their Santiago and Santo Domingo operations. She also performed the tasks of Operations and Client Services Manager at UNO and later worked in Human Resources Management at Data Vimenca Santiago.

At Synergies Ms. McCann has worked in quality assurance, training, account management, operations and client services. Her area of expertise is Operations Management for startups in Outbound and BPO Operations. Her vast call center experience has significantly become part of Synergies’ fast growth.

Yelena Lora de Queliz

Yelena Lora is the Director of Accounting of Synergies. Ms. Lora brings more than 25 years of experience in the area of accounting, specializing in taxation. She also holds a Law degree, which she has been practicing for over 20 years, specializing in civil and labor law. Bringing her vast experience as accountant, Ms. Lora helped establishing Synergies’ accounting systems and procedures. She is registered with the Institute of Chartered Accountants of the Dominican Republic.

Andree I. Forment

Andree Forment is Operations Manager for our operations in La Romana since its opening in February 2014. She is one of the newest members of the Executive Team. She brings more than 30 years of management and business administration experience, specializing in Sales and Marketing for a corporate hotel in Santo Domingo. She is responsible for overseeing all aspects of the operation including supervision of all personnel and administrative staff such as maintenance, finance, HR, and IT.

Within the first year of operations, Synergies La Romana has achieved significant growth and continues to aggressively seek new business.

Carlos Manuel Alvarez

Carlos M. Alvarez brings over 35 years of management experience to the Synergies executive team. A seasoned entrepreneur and a pioneer in the Dominican textile industry heading a successful apparel factory conglomerate employing 4,000 workers placing heavy emphasis on process, quality, organizational development and cost control. Because of his outstanding reputation as a successful leader, Mr. Alvarez has been member of the board of the most important private sector institutions, including the ‘umbrella’ National Council of Private Enterprises; Dominican Free Zone Association (ADOZONA) as acting President and the Free Zone Association of Santiago, as well as the Association of Commerce and Industry (ACIS) and North Region Industrial Association (AIREN). Mr. Alvarez is past president of the Rotary Club of Santiago. Today, Mr. Alvarez is part of the Board of Directors at Synergies. His unique blend of management experience, knowledge of the international markets and his strong leadership, provides Synergies invaluable expertise that adds tremendous value to business strategy.

Edwin Jimenez

Edwin Jimenez is Operations Director at Synergies with a vast experience in the contact center industry.

Before joining Synergies, at INFOTEL (a Verizon company) he was supervisor of an outbound telemarketing call center. Later he worked at Margarita International located in Miami, FL. He also served as the Director of Operations of Planet Dog, a company dedicated to creating innovative dog products located in Portland, ME. Prior to joining Synergies he was the Director of Operations at Data Vimenca.

Federico Alvarez

Federico Carlos Alvarez is the Finance Controller of Synergies. He has been with the company since its beginning, first as a customer representative analyst and has now grown to be at the top level management for the Finance department. He developed various startup companies in the food and financial industry, which have become successful businesses under his direction. With his Financial Management Degree, Federico Alvarez brings a modern leadership-style to the Synergies’ Management Team.

Soraya Checo

Soraya Checo de Alvarez is the Finance VP of Synergies and brings over 30 years of experience to the Synergies’ Executive Team and Board of Directors. She served as CFO/CEO for the second largest food processing plant in the Dominican Republic. As part of her due diligence process to launch Synergies, Mrs. Checo de Alvarez spent two years touring contact centers around the globe identifying best practices to apply at Synergies.

She also sits on the Board of Directors for two of the most prestigious educational institutions in the country such as Technological Institute of Americas (ITLA) and Pontificia Universidad Católica Madre y Maestra (PUCMM). She was President of the Women's Committee of the Free Zone Industries Association, a position that allows Synergies to forge strong relationships with the most important companies in the Dominican Republic and the Contact Center industry. Mrs. Checo de Alvarez is currently on the Board of Directors of Synergies and President of Synergies Cares Foundation. She has been the engine of Ciudad Santa Maria, a Catholic Educational and Community Center for the resource-less communities.

Lynn Nazario

Lynn Nazario is the Administrative Director of Synergies. She is a ‘hands on’ business partner with over 18 years of work experience with Fortune 500 companies, such as; The Wall Street Journal, Coca-Cola, Frito-Lay and First American Corporation. Throughout her successful career, Ms. Nazario brings to Synergies her extensive business administration knowledge, specializing in Human Resources and Organization Development. Ms. Nazario is a certified global professional in Human Resources (GPHR). In her role as the Administrative Director, Ms. Nazario oversees the Human Resources, Maintenance & Security, and other administrative functions at Synergies.

Ms. Nazario has a passion for developing leaders and community outreach – building the skills of our workforce and promoting Synergies as an “employer of choice”.

Patricia Ortiz Suárez

Patricia Ortiz Suárez is Synergies’ IT Director with a background as a telecommunications engineer. Before becoming part of Synergies, she worked at Verizon Teleservices, formerly INFOTEL, one of the first call centers in the country. In addition, she performed many IT related duties at United Nearshore Operations (UNO). Being in the Call Center industry since 2003, Mrs. Ortiz has experience in implementing technology solutions for Inbound, Outbound, BPO and Back Office campaigns.

David L. Crow

David Crow has over 35 years of experience implementing Information technology and managerial systems and is currently the Business Development Officer and Senior IT Advisor to Synergies. He started his career in data analytics and later transitioned to software development, business analysis and project management for several US corporations. Later, he moved to the Dominican Republic to become involved in family companies developing their IT capabilities and facilitating their growth through the competitive advantages derived from the operational and administrative systems implemented. Progressing into management, he became Administrative V.P. for those companies.

Mr. Crow is active in developing Synergies into a World Class Provider of Contact Center solutions. He represents the company as founding member of ``Cluster Call Center and BPO of the Dominican Republic`` and also ``Cluster-Soft Dominican Republic``.

Mr. Crow is active in international service as a Rotarian along with participation as member of several foundations.

John Fuchu

John Alexander Fuchu, the IT Manager at Synergies, has vast experience as an information technology specialist and in the contact center industry. John Fuchu worked at Verizon International Teleservices as a telemarketing agent. Later he applied his knowledge of IT at Envases Antillanos C. por A. in areas such as network configuration, security policy and software, hardware maintenance and administration. Most Recently, Mr. Fuchu held the position of IT manager at Data Vimenca.



EXCELLENCE & INNOVATION

At Synergies, Innovation is an integral part of what we do. Our Management Team is continuously implementing new ways to create unparalleled business value for our customers and maintain strategic differentiation from our competitors.  Since our start, we have been a customer-centric organization. We orient our entire operations model around our customers. They trust Synergies’ capabilities and have allowed us to become true business partners.

We deliver extraordinary services to our clients, going over and beyond expectations, through a family-oriented leadership style that is proactive, professional, innovative and service oriented. We strive to deliver our overall brand promise to be “the best in everything we do”!

At Synergies, we have special innovation efforts focused on how we treat and engage our people. Satisfied employees go the extra mile to serve customers. As our employees feel appreciated and valued, they are more pleasant and show a greater willingness to assist each customer, boosting performance and customer satisfaction.

EXCELLENCE & INNOVATION

OPERATIONS

Our Operational Organization is key to maintaining focus on performance and change. Our Account Executives are in constant communication with our customer contacts. Our Supervisors and Team Leads interface with our work force to measure performance, coach and implement change, procedural changes, requirement changes or expectation changes.

Our Quality Management System keeps us performance and customer satisfaction focused which allows us to adapt to changing customer requirements and expectations. Our Work Force Management (WFM) and Quality Assurance (QA) Departments keep our organization focused on efficiency, effectiveness, results oriented and identifying opportunities for improvement.

Our Training Department ensures initial orientation and training as well as continual training/retraining both on functional aspects of the work and organizational development courses. Our Recruiting Department seeks and hires the appropriate resources for each customer need.

We have a complete and very competent IT Department that crafts technological solutions to changing customer needs. We are constantly studying new products and services that could be applied to our current or future needs maintaining the balance of cost and benefit. We maintain a laboratory approach to learn and test new technology and products. Our in-house software development team allows us to prepare custom solutions to the application needs of our customers. We are proactive and agile!

Our Operations


TECHNOLOGY

Synergies understands that each customer has different technological needs and limitations. Our technological infrastructure allows us to adapt to those realities.  Depending on what makes sense, we will build upon your existing infrastructure, offer a completely in-house solution or create a hybrid solution combining both platforms.

Some of the stock services that we provide are:

  • Automatic Call Distribution (ACD) to the best agent or first available agent.
  • WFO call and screen recordings.
  • Call Management Services for queue management and statistics.
  • Predictive or preview outbound dialing with linkage to external DMBS or CSA’s.
  • Virtual Private Network (VPN) connections.
  • Telecommunication: Internet, International Private Lines (IPL), Multi-protocol Label Switching (MPLS).
  • VOIP (SIP or H.323) or legacy ISDN connectivity.
  • Managed Cisco LAN network equipment including redundant core switches.
  • Virtualized Microsoft 2012 High Availability (HA) Servers.
  • Comprehensive Threat measures including Interrupt prevention/Detection boundary firewalls, anti-virus and regular threat tests.

Our main servers, switches, telephony systems, Internet, phone lines and electrical services are redundant. Our RPO, in case of unavoidable failure, is minimized due to virtualization of key resources and exercised Business Continuity Procedures and Plans. This redundancy anticipates and mitigates functional failure to prevent end-customer service outage.

Technology Infrastructure


ISO CERTIFIED MANAGEMENT SYSTEMS

Synergies has implemented both Information Security Management and Quality Management Systems that are in compliance with the international standards ISO 27001 and ISO 9001. These certifications were granted by Det Norske Veritas and Germanischer Lloyd (DNV GL) and accredited by the United Kingdom Accreditation Service (UKAS), one of the most prestigious accreditation organizations in the world. We are proud to be part of an exclusive club of organizations in the Latin American BPO industry to obtain both certifications.

Synergies´ Quality Management System aims to consistently meet clients’ expectations. We are committed to the satisfaction of our clients, implementing the necessary processes to ensure the quality of our service.

Our Information Security Management System has as the main objective to assure confidentiality, integrity and availability of clients´ information through the implementation of policies and procedures that mitigates risks associated to information security.

With the maturity level reached throughout 5 years of certification and continual audits, our Management Systems have become part of Synergies’ DNA. Our commitment to providing a maximum level of customer service and best security practices are two of the differentiating factors that sets us apart from the competition.

iso-9001


TESTIMONIALS FROM OUR CLIENTS/PARTNERS

  •  

    The management team and staff at Synergies has been enormously helpful in assisting our company with several facets of our daily operations. We are continuously impressed with their ability to manage complex projects and processes. Synergies unceasingly strives to improve their level of service. Our company is a better organization as a result of the efforts provided by Synergies. I sincerely recommend their services to anyone who demands the “best in class”.

     


  •  

    Synergies continues to be a very strong partner and manages our business as if it’s their own. Very happy to be engaged with them for 5 years!

     


  •  

    I want to take the time to thank you all for all of the hard work you have put in over the past 4 years.Our teams here in California and Texas value the relationships they have built with the team members and we consider you as part of our team. I appreciate our Synergies’ management teams’ willingness to be flexible with new products and I appreciate all the support you provide on a daily basis.