About

Jamaica Customer Service Association

JaCSA

JaCSA’s Vision

JaCSA

A premier Association that transforms individuals and organisations into world-class service providers while raising service standards nationally and delighting customers beyond expectations.

  • Premier Association
    The leading organisation of change which uses service excellence as a transformational tool.
  • Transforms individuals and organisations
    The focus on a high level of human capital development will lead to the development of vibrant and sustainable organisations and the economy.
  • World-class service provider
    Service Providers who uses 21st Century methods and technology to achieve efficiency, effectiveness and best-in-class global status.
  • Raising service standards nationally
    The attainment of an evolved culture of service excellence throughout the society will become the driver of growth, the enabler of economic prosperity and the platform for achieving social engineering and transformation.
  • Delighting customers beyond expectations
    To deliver the wow factor to customers consistently and convincingly everytime!

JaCSA’s Mission

JaCSA

To promote the development and awareness of customer service excellence through research, education, training and networking.

Strategic Priorities:

  • To support, develop and work directly with our member organisations, private sector, educational institutions and the government to foster improved understanding of the role and need for service excellence in the process of national development.
  • To establish and nurture the highest standards of performance and ethic among professionals in the customer service field and all citizens of Jamaica.
  • To facilitate interaction among service practitioners and professionals.
  • To encourage research, analysis and feedback on customer service matters.

JaCSA Responds to Jamaica’s Situation

While Agriculture (6.4%) and Industry (29.1%) are important contributing sectors of the economy, the Service Sector has assumed considerable significance, accounting for 64.5% of GDP.
[Source – Central Intelligence Agency World Fact Book 2012 Estimate]

Service Excellence seeks to bring together what is best in the Jamaican character and values and make these the bedrock for improving our service to each other, build strong caring communities, strong profitable businesses, and a strong economy.

The society is bedevilled with unacceptably high levels of crime and violence undergirded by generally crude behaviour and poor service delivery. There is a need for a more genteel, disciplined and caring society.

Jamaica has considerable human resources which have demonstrated a remarkable resilience, intuitiveness, innovation, talent and resourcefulness. Undoubtedly these can be used to transition the country to a position of paradigm agility and competitive advantage.

Our country’s economic survival in the global market place, improving national productivity and enhancing the quality of life for all Jamaicans rely on Service Excellence.

Service Excellence seeks to bring together what is best in the Jamaican character and values and make these the bedrock for improving our service to each other, build strong caring communities, strong profitable businesses, and a strong economy.

In order to perform effectively in the provision of such services JaCSA should draw upon the nation’s collective strengths and expertise to mobilize an appropriate vehicle –RISE Jamaica.

To assist the process, JaCSA will:

  • Launch and Operationalize a National Customer Service Campaign for Jamaica;
  • Work with private and public sector organisations, institutions and individuals to celebrate National Customer Service Week while raising awareness about Service Excellence;
  • Continue to create and develop relevant custom-designed transformational service excellence products (including the PSOJ/JaCSA Service Excellence Award, conferences and workshops;
  • Build on its operational strength by developing an innovative, efficient and sustainable membership organisation to support a 21st Century Service Excellence movement.

JaCSA Celebrates over a Decade of Service to our Nation

The Jamaica Customer Service Association was established in December 2001 as the Customer Service Association of Jamaica. It grew out of the spontaneous recognition of the need for such an organization expressed during a workshop organized for the National Housing Development Corporation by Productivity Plus Limited – human resource development consultants. The name was later changed to the Jamaica Customer Service Association (JaCSA).

A strategic partner of the International Customer Service Association, JaCSA has forged strategic alliances with world leaders in the field, combining local and foreign expertise to address critical customer service issues.

The association has successfully hosted twelve (12) Service Excellence conferences each year with hundreds of participants and a host of international speakers, speakers from the public sector and leading customer service organizations sharing in this unforgettable learning experience. Similarly, JaCSA has hosted annual Customer Satisfaction Workshops and a number of CEO forums and consultations.

Our certification programme ‘Through the Customer’s Eyes – The Caribbean Perspective’ has been developed through collaboration with the International Customer Service Association joined with Rockhurst University Continuing Education Centre – National Seminars Group. The first international certification graduation ceremony was held in 2007 and we have hosted eight (8) graduation ceremonies to date with over 380 open market participants and 240 within organisations such as NHT, HEART Trust NTA, UDC and BCIC. These participants are now internationally certified through the Association.

Former Governor General Professor Kenneth Hall declared the first full week of October annually as national Customer Service Week. In endorsing the week in 2008, the Governor General encouraged all citizens of Jamaica to join the Jamaica Customer Service Association (JaCSA) in recognition of and thanksgiving for customers and service providers of this country, the services provided and the invaluable contribution which service providers make to the quality of life of our nation. This historic event was timely, coinciding with the observance of International Customer Service Week and the national celebration of our athletes who participated in the 29th Olympiad in Beijing, China.

JaCSA has been collaborating with the PSOJ through the continued implementation of the PSOJ/JaCSA Service Excellence Awards which is intended to lift the service bar and showcase stellar Customer Service locally. Congratulations to National Commercial Bank, the recipient of this prestigious inaugural award in 2012. The 2013 recipients were Scotiabank and GasPro, followed by Sagicor and Jamaica International Insurance Company in 2014 and the 2015 recipients – Digicel and Credit Union Fund Management Company. The Association has also commenced Operation Transform which is a strategic alliance aimed at transforming organisations to centres of service excellence. Scotiabank has been the first institution enrolled in this programme.

The Association has a membership of more than 300 professionals and students and over 50 corporate organizations that benefit from orientation, training, coaching, counselling and guidance in customer service priorities. JaCSA has now established 2 Chapters outside of the Corporate Area in Montego Bay, St. James and Mandeville, Manchester.

History of Organization

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Board Directors

Nsombi Jaja - JaCSA

Nsombi Jaja (Dr.)

Chairman

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Nsombi Jaja - JaCSA

Nsombi Jaja (Dr.)

Chairman

first@jacs-association.org

(123) 456-7890

Nsombi Jaja is a Certified Management Consultant and a certified project Manager, providing assistance to the business community in the areas of strategic management, quality management, change management, leadership development and customer service management. She is a recognized Regional consultant with clients and associates throughout the English speaking Caribbean. She is a certified ProNet Trainer for Energy Management & Renewables, Knowledge & Information Management, Resource Management and Quality Management. As a life coach she helps people turn up the volume on their dreams.

Jamaica Customer Service Association

Richard Rowe

Deputy Chairman

Ilsa duVerney - JaCSA

Ilsa duVerney

Founder/Ex-Officio/Secretariat Director

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Ilsa duVerney - JaCSA

Ilsa duVerney

Founder/Ex-Officio/Secretariat Director

ilsa@jacs-association.org

(123) 456-7890

Ilsa H. duVerney is Founder of The Jamaica Customer Service Association and two other Associations for the professional development of members. She is an Organisation Development Process Consultant and Founder/Chairman/CEO of Caribbean Centre for Organisation Development Excellence Limited (CARI-CODE). For twenty-five years she served as Managing Director of Productivity Plus Limited, a Jamaican Human Resource Development company which she started. Ilsa founded the Jamaica Customer Service Association and two other Associations for the professional development of members. She holds degrees from the University of the West Indies (BA 1985) Communication & Social Sciences and the University of Cincinnati (MA 1995) in collaboration with NTL-National Training Laboratories –Institute for Applied Behavioural Sciences, Psychology and Human Resources Development. She has been an adjunct University Lecturer and is a trained trainer through the Industrial Society (England) and Training House (USA). She is a Certified Work Team Coach and is trained in Extended DISC behavioural assessments. She has designed and facilitated several workshops in the Caribbean region. for educators, trainers, managers and line personnel and she has led the gamut of Human Resource Projects. A recipient of prestigious awards, she has served on several Boards/Councils and for years she wrote on HRDissues in the Business section of Jamaica’s Daily Gleaner (newspaper). She is a Justice of the Peace and is passionate about Development and Customer Service.

Jamaica Customer Service Association

Pamela Richards-Green

Honorary Treasurer

Yanique Grant - JaCSA

Yanique Grant

Immediate Past President

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Yanique Grant - JaCSA

Yanique Grant

Immediate Past President

Yanique is the Managing Director of Professional Training and Occupational Services (operating for 9 years) – a full service customer experience development company that helps businesses from thought to execution on creating that magical and quality experience – one which leads to raving fans and customers! Yanique has been featured in Virgin Blogs and is also the host of Podcast Navigating the Customer Experience Podcast – which was ranked #15 in the TOP 50 Customer Retention Podcasts. She enjoys kickboxing and is a proud mom. Please welcome, Yanique Grant! The most amazing thing about Yanique is what she has managed to accomplish as a small business owner charged with a mission of “Creating a More Caring World!” Her passion for customer service has taken her to many different countries in the Caribbean and the rest of the world to train thousands of people and speak on improving Customer Service and Leadership Development. She is a woman on a mission and she sees herself as being the “Oprah of Customer Service!” Connect with Yanique at yaniquegrant.com or follow her on Twitter on Instagram @yaniquewagrant.

Jamaica Customer Service Association

Lanie-Marie Oakley-Williams (Dr.)

Senior General Manager

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Lanie-Marie Oakley-Williams (Dr.)

Senior General Manager

Dr. Lanie-Marie Oakley-Williams was appointed Senior General Manager of the NHT’s Customer Relations Management Division, on May 1, 2010. She has been with the Trust since September 1, 2004 and previously served as General Manager of the NHT’s Branch Operations. She also serves on committees dedicated to Staff Welfare. Outside of the NHT, Dr. Oakley-Williams is an active member of several boards including the Jamaica Customer Service Association, the St Andrew High Past Students Association, as well as the Leo Oakley Foundation. She is currently the immediate past Chairman of the Jamaica Customer Service Association. A specialist in Business Leadership and Management, Dr. Oakley-Williams holds a Doctorate in Business Administration, as well as a Masters in Business Administration (MBA) from the Nova Southeastern University. Other Business certification includes a Two Year Banking Certificate from the University Of Technology (UTECH), and a Post Graduate Diploma in Public Sector Senior Management from the Management Institute for National Development (MIND). Dr. Oakley Williams worked in the banking industry for many years, as well serving in senior management positions at Jamaica Public Service Company. Additionally, Dr. Oakley-Williams is a trained teacher having a postgraduate Diploma from the Shortwood Teachers College and a Bachelor’s degree from the University of the West Indies (UWI). She is a Justice of Peace for the parish of St. Andrew. She is married to Brian. They have one child, Kerese, who is in second form at St. Andrew High.

Jamaica Customer Service Association

Marie Matthews

Director – Sponsorship/Fundraising

Jamaica Customer Service Association

Edna Walker

Director – Membership

Jamaica Customer Service Association

Donnetta Russell

Director – Research & Publication

Jamaica Customer Service Association

Sharon Williams

Director – Finance

Michael Diamond - JaCSA

Michael Diamond

Director/Honorary Secretary

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Michael Diamond - JaCSA

Michael Diamond

Director/Honorary Secretary

Mr. Michael Diamond, Commissioner of the CARICOM Review Commission @The Office of the Prime Minister, OPM, specializing in Contract law, is the Director and Co-Founder of Learning Is Financial Empowerment (L.I.F.E.) motivational seminars. With a long time passion for Entrepreneurship, Self development & Success, Michael started his organization with the intention of educating and inspiring likeminded people all over the world to always strive for success no matter their circumstances. Michael’s passion for what he does shows through the continual growth of the L.I.F.E. Seminar series online community. Presently Mr. Michael Diamond is the Vice President of the National Consumers League of Jamaica, a non governmental organization whose mission is to advance consumer knowledge, education, customer service, and advocating for the protection of consumer rights. Mr. Diamond is Honorary Secretary on the Board of The Jamaica Customer Service Association, focusing on improving the levels of service delivery across Jamaica. Follow Michael Diamond @word2dwise on Twitter. Facebook: Learning Is Financial Empowerment (L.I.F.E.).

Jamaica Customer Service Association

Claudine Allen

Director – Quality Assurance/Standards

Sandra Bodden-Reid

P.R. & Marketing & Communication

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Sandra Bodden-Reid

P.R. & Marketing & Communication

Sandra Bodden Reid is a senior managerial executive who possesses well-developed competencies and technical skills honed over 30 years in diverse industries. She is renowned for being a decisive leader and an incisive strategist who focuses on initiating organizational cultural realignment with the singular view of achieving organizational goals and objectives. Over the years she has had responsibility for marketing, administrative and human resource management, corporate communications and customer service across several industry postings including, General Manager for the Anbell Group of Companies, Vice President of Marketing for the Mobile Division – former Cable & Wireless Jamaica; Sales and Marketing Manager – Xerox Jamaica Limited; Marketing and Administrative Consultant, Peter King & Associates and Director, Jamexport – JAMPRO Limited. She currently oversees the HEART Trust/NTA’s Customer Experience efforts straddling the review of policies, processes and the relevant supporting organizational structure.

Tishan Lee

Director – Marketing, PR & Communication

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Tishan Lee - JaCSA

Tishan Lee

Director – Marketing, PR & Communication

A proven marketing and communications innovator and strategist, Tishan joined JPS as Head of Marketing in August 2014. She is charged with the overall responsibility of crafting the JPS brand architecture, strengthening the brand, promoting the company’s suite of products and services, research and driving a marketing and sales culture throughout the organization. She has a laser like focus on ROI and has successfully demonstrated this through developing transformational brand strategies and leading the activations of major islandwide operational and customer programmes. Known for her creativity and project management skills, Tishan has enjoyed an exciting career in marketing, strategy and communications, spanning over a decade. She has supported the development of brands in the Tourism, Gaming, and Finance industries, holding senior management positions at the country’s top financial institutions – National Commercial Bank (NCB) and Scotiabank. She is a Director at Research & Strategy Solutions Ltd. – a research firm that provides market intelligence, customer satisfaction surveys, mystery shopping and a myriad of research services to a diverse roster of corporate clients across industries. She is also a Board Director of the Jamaica Customer Service Association. Tishan holds a BA in Media Studies from Queens College in Flushing New York, has two children, Mia and Jaxon and is an enthusiastic baker.

Executive Officers

Gina Tomlinson-Williams

President

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Gina Tomlinson-Williams

President

Mrs. Gina Tomlinson-Williams has a BSc. Electronics, MSc Computer-based MIS, Toastmasters Competent Communicator, 6 Sigma Yellow Belt and Certified Customer Service Professional. She started her career in Information Technology Training, moved to IT Support and since then has been an Auditor, Business Analyst, Strategic Planner, Innovation Leader and Change Ambassador in Jamaica, South and Central America. This wide and varied background working across differing business sectors has led to various opportunities such as becoming the VP of Professional Education for the Jamaica Customer Service Association, representing JPS at the Caribbean Electric Utilities Conference and being the founding President of the JPS Toastmasters. Gina’s job as the Head of Customer Experience at JPS has been to transform legacy customer discontent, distrust and anger into satisfaction, trust and love for the company and its employees. Her Customer Experience Team at JPS – the first of its kind in the Caribbean – is primarily responsible for setting and maintaining the JPS Standards of Excellence around service delivery and the customer experience. In 2012 JPS had a Customer Satisfaction Rating of 20%….today, that figure stands at 68% and JPS has won for the first time the PSOJ/JaCSA Service Excellence award for Quality Monitoring in 2016. Gina is committed to giving back to her alma mater – St. Hugh’s High School – and has participated in annual leadership and personal development workshops with the students for several years. She is also dedicated to working with the homeless and has initiated lunch events and donations. In her “off”time, Gina runs an event planning business and a Maternity Store – Mother’s Choice. As avid motorsports fans, Gina and her husband enjoy travelling to follow the sport.

Narda Ventura

V.P. Membership

Jamaica Customer Service Association

Tausa Swaby

V.P. Professional Development

Jamaica Customer Service Association

Alysia Moulton White

V.P. Marketing, PR & Communication

Michelle Reid - JaCSA

Michelle Reid

V.P. Research & Publication

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Michelle Reid - JaCSA

Michelle Reid

V.P. Research & Publication

Michelle serves as Vice President of Research & Publication of JaCSA for the last threeyears. Professionally, she has been in the customer service, financial and marketing industry for over 15 years. Through her tenure in private and public sectors, she continues to empower all to raise service standards and trains and sensitizes in corporate service standards. One of her major goal is to infuse our nation with a culture of service and to view service as an important output in our economy.

Jamaica Customer Service Association

Priesnell Warren

V.P. Fundraising & Finance

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Priesnell Warren

V.P. Fundraising & Finance

Priesnell is a Financial Analyst with a passion not just for numbering but also for Caribbean Human Development. He has over 10 years of experience working in various customer facing roles. He contends that Jamaica’s economy will expand through the means of a well-informed services industry. The “Customer is always right” and that Customer Service is not just about a pleasant demeanor but more so solving your customers problems. A graduate of the University of Technology, Jamaica; he has a Bachelor of Business Administration in Finance and Banking and Economics.

Jamaica Customer Service Association

Anna Smith

AVP Professional Development

Nina-Grace Sterling

Co-Chair Conference

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Nina-Grace Sterling

Co-Chair Conference

With a Diploma in Hotel & Resort Management from the University of Technology and over thirteen years in the Hospitality Industry, Nina-Grace is a passionate Customer Service practitioner and certified Trainer/Facilitator. She currently serves as Customer Service Officer at Massy Technologies Infocom Jamaica with direct responsibility for the Customer Experience. During her tenure, she has worked within the unit to plan and execute internal training programs geared towards improving communication and engagement between team-members and clients (both internal and external) and the management team, as well as providing customer care and retention techniques and strategies. She joined the Jamaica Customer Service Association in 2015 and served as Co-chair of the successful staging of this year’s (2016) National Service Excellence Conference.

Christopher Givans - JaCSA

Christopher Givans

Co-Chair Conference

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Christopher Givans - JaCSA

Christopher Givans

Co-Chair Conference

Chris is a Financial Advisor with Sagicor Life Jamaica having switched from admin staff to the sales team in July 2016. As a member of the Sagicor Admin staff he worked in HR and Individual Sales departments as I.T. and customer service trainer and facilitator. Before Sagicor, Chris worked in his family based technology training institute. His reputation as a trainer is well know, characterized by high energy and engaging interplay. He brings this energy to his work with JaCSA.

Strategic Partners

Private Sector Organization of Jamaica (PSOJ)

CARI-CODE

Jamaica Customer Service Association

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Jamaica Customer Service Association

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