The Customer Experience is managed by a Chief Consulting Officer (CCO) with over 26 years' Customer Service experience, over 20 years' Service/Help Desk experience and over 11 years' Call & Contact Centre experience spanning the retail (supermarket & home), gas, automotive, insurance, regional banking, distribution, offshore and management consulting sectors.

Our CCO received training in Customer Relationship Management in Miami, Florida, with Baass Business Solutions Inc. and completed Help Desk training in Washington D.C. with the Help Desk Institute, holding the following designations from the same organization:

  • SCA - Certified Support Centre Analyst
  • CSR - Certified Customer Service Representative
  • DST - Certified Desktop Support Technician

PROJECTS

  1. Conducted Customer Service Training for employees at all levels for a chain of Supermarkets and homes stores in Barbados.
  2. Designed and managed the customer complaint process; mentorship and coaching of internal customers.
  3. Setup Service Desks for a group of companies in Barbados across the retail (Supermarket & Home), distribution, insurance, and gas sectors.
  4. Setup Contact Centres for a group of companies in Barbados across the distribution, insurance, and gas sectors.
  5. Designed a Call Centre for a Regional IT department.
  6. Conducted the IT Service Desk Audit for a chain of restaurants in Barbados.
  7. Completed Phases 1 & 2 of the IT Service Desk Implementation project for a supermarket in Barbados (onsite).
  8. Help Desk setup for a Regional Bank. 
  9. Help Desk setup for an Offshore company in Barbados and Hartford Connecticut (onsite - 1-month assignment).
  10. Management of Help Desks in Barbados, Hartford, Manhattan and Westchester.
  11. Setup for all companies included analysis, design, policies & procedure preparation (as needed), training, implementation, and management.

Morley College (London)

  • Conducted Help Desk and Customer Service Training for the Administrative team (1 day).

Our CCO also has several years' experience serving in the capacity of Personal Assistant - Executive Office within the Corporate Office of a regional conglomerate and in earlier years, to the CEO and Vice President of a management consulting organization.    

In this capacity our CCO effectively served a team of 3 G-Suite Executives and mentored Senior and Junior Assistants, organized annual conferences, planned training and development and established an annual appreciation day to honour Massy's local Senior Executives.

Our CCO holds a Diploma in Information Technology (Dip. IT) from the University of the West Indies (Cave Hill Campus Barbados), Faculty of Computer Science, Mathematics & Physics, and is also an Accredited Minute Taking Professional (AMTP) and a Professional Accredited Corporate Secretary (PACS) and received these credentials through GovStrat Limited, Jamaica, West Indies.

To continue developing skills in order to stay current in the industry, our CCO is currently pursuing a Certified Data Protection & Privacy Manager (CDPPM) Designation through the Global Association for Quality Management (GQM) and recently completed CPD courses in Customer KPIs and Digital Transformation.

Our CCO also holds certifications and/or qualifications in Intermediate Spanish and areas of Counselling, Diplomacy, Law (A' Level), Leadership and Psychology.