Lesley-Ann Harvey knows service and how to teach it. For more than 7 years she has been delivering exceptional customer service and teaching others to do the same. Her career began as Human Resources Administrator she “wowed” customers and clients while serving their needs. She has coordinated conferences for groups such as CITO and was in charged of Media Relations and Logistics for the Ministry of Information and Technology’s “E Transaction Act” Public Education campaign, and calmed the nerves of countless CEOs and Corporate Heads before making there presentations. Before entering the training industry full time, she wore many corporate hats, including Customer Service Manager, Marketing Manager, Operations Manager, Quality Assurance Analyst and Human Resource Administrator. Lesley-Ann worked for Digicel Jamaica Limited, an international cellular telephone company, handling customer requests and countless customer service issues. There she developed a knack for satisfying customers and understanding their unique need for World Class Customer Service and soon after had responsibilities for the training of new customer service representatives and quality assurance. She moved on to join Island Networks Limited, a wireless communications company where she headed the Customer Service and Sales and Marketing Departments and was responsible for recruiting and training employees in customer service and sales. Teaching others to treat customers with respect and cultivating a positive attitude were key elements in her training. Lesley-Ann has also facilitated customer service, deportment and time management training for companies such as Island Networks Limited, Accent Marketing Jamaica Limited, ISSA Transport Group and Angel Aid Limited. Appointed in late 2007 as Managing Director of Digital Sail Jamaica, an Information Technology Consulting firm, she is responsible for the corporate branding and integration of customer service with information technology. She drives the company’s corporate positioning and branding to ensure a strong connection with the customers. A frequent speaker and facilitator, Lesley-Ann’s passions are business etiquette, communication and employee relations – including recruitment. She has worked with organizations of all sizes. As a freelance recruiter, course facilitator and corporate event planner, Lesley-Ann has worked with organizations such as the Ministry of Industry and Technology, Central Information Technology Office (CITO) and Jamaica Product Exchange (JAPEX). She brings humor, real-world experience, and insightfulness to her audience while giving them guidance to improve their skills. For over 7 years Shackeria Johnson-Lewis has been delivering high-quality customer service training that has proven to improve corporate performance. Her career began as Customer Service Representative at Digicel Jamaica Ltd an international cellular telephone company where her outstanding performance and her love for customer service, resulted in her being promoted to Quality Assurance & Training Executive in less than 1 year. She had responsibilities for the initial setting up of customer service, training and quality assurance procedures for the Digicel establishments in the Caribbean, namely Barbados, St. Lucia and Aruba. Her unconventional but very effective techniques drove the call center’s performance both locally and overseas and impacted highly on the customer satisfaction index survey results. During her tenure, the C.S.I Index survey results showed Digicel’s performance improving from the number 3 position to number 1. At Digicel she also coordinated many coaching and employee development workshops and initiatives. She moved on to join Verizon International Limited, a subsidiary of Verizon Dominicana where she underwent extensive training in COPC - Customer Operations Performance Centre and Quality Assurance in Dominica Republic. COPC focuses on the key metrics involved in order for call centers to perform at the optimal level in providing customer satisfaction. The training she underwent helped her to further enhance her knowledge in customer service and to impress upon her trainees the values of providing not just “service” but “legendary customer service” thereby giving customers a taste of the “wow effect”. Shackeria headed the Human Resources Department at Tycotel Jamaica Limited a wireless telecommunications company and was responsible for recruiting and training employees in customer service. Teaching others the S.C.O.R.E element involved in customer service, her recruits garnered the skills of wowing the customers at every contact. Treating the customers, as “kings” and “queens” and cultivating a positive attitude were key elements in her training. She has strong orientation in operations and participated in several high-level operational initiatives focusing on process reengineering, business turnaround and reorganization. In her capacity as the Organizations and Methods Manager for Touchpoint Centers International, an international company offering Medical products by phone, Shackeria had sole responsibility for revamping the business procedures from recruitment to deployment. Appointed in 2007, as the Call Centre Operations Manager for Angel Aid Ltd, a new 24 hr’s Medical help line and Mobility and Security Company, she is responsible for client satisfaction as well as business development of third party contracts and product development of new services. Throughout her career life, Shackeria has worn many corporate hats, including Quality & Training Analyst, Organization & Methods Manager, Human Resources Manager, Management Analyst and Call Centre Operations Manager. Her experience in these fields has resulted in her being able to develop customer service solutions to overcome complex business challenges within fast paced, dynamic environments. She has facilitated customer service training for all the companies stated above and more recently for ISSA Transport Group and Angel Aid Ltd. Respected as a motivational speaker, change agent and proponent of empowerment Shackeria’s passions are employee and organizational development through the implementation of effective policies and procedures that drives customer/client services.