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IMA was established in 2003 with the mission to:
Develop and operate world class call centers in multiple near-shore locations, which offer optimal services for our clients and long-term employment sustainability for CARICOM residents.
IMA was founded by John Jordan, a proven call center entrepreneur, along with a team possessing financial and business experience in the Caribbean.
IMA established its first call center in Barbados in January 2003. IMA sold its operation in Barbados to a major US BPO company in January 2005. We continue to serve in a consultancy role for the Barbados operation. In 2005 we opened our call center in Antigua and in 2007 we opened our call center in St. Kitts.
IMA Management Team
John E. Jordan, CEO
IMA was founded by John Jordan, a proven call center entrepreneur with nearly 30 years call center experience. He founded Telephone Access Inc. (TelAc) in 1983 which he built as a leading call center providing ethnic/multi-lingual services to major US corporations. TelAc grew to over 1,500 employees in 7 locations under Mr. Jordan’s leadership. Mr. Jordan founded IMA in 2001 to provide call center services to US and UK companies.
Glenn Braverman, Chief Marketing Officer
Mr. Braverman is a former MCI Director, and possesses 14 years of experience in the development of customer acquisition, service, and retention programs. He pioneered MCI global expansion into international markets with consumer products. Previously, he was VP of Sales and Marketing at Time Warner Cable in Tokyo, Japan and COO of KDDI/Winstar. At IMA he is responsible for sales, marketing and business development.
Steven Graubart, EVP Finance and Corp. Dev.
Mr. Graubart has diversified experience in the areas of financial management, corporate development and international business. He has served as CFO for a number of technology and financial service companies; as a partner in Calvert Ventures; and as a management consultant with Ernst & Young.
Madeline Larkin, EVP Operations
Ms. Larkin is an experienced call center human resources and operations manager. She has been responsible for building HR and operational functions within the Antigua center. Ms. Larkin worked with John Jordan in the same capacity at TelAc in the 1990’s.
Mat Wrigley, Chief Technology Officer
Mr. Wrigley has provisioned and managed technical solutions for call centers throughout the Caribbean. He has proven experience in developing technology platforms for leading corporations. Prior to IMA, he served as General Manager of Group ISP, DataState Network and COO of Blue-Stream Communications Ltd.
In summary, IMA’s key strengths are the following:
- Proven call center management experience with expertise in program management, global sales, direct marketing, financial analytics and metrics
- Caribbean and International business development experience
- CEO with 27 years of experience and a management team that has demonstrated success working together
- Entrepreneurial, efficient and client focused
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