The creation of CX superstars: Two inspirational HGS Jamaica trainers are honored for 10 years of growth
After starting out in 2012 at one of the Kingston sites as customer service representatives, Onika Dunkley-Harrison and Santria Anderson (shown in the following series of images, respectively) were consistently recognized over the years for their incredible aptitude and fantastic people skills.
These desirable proficiencies enabled them to transition into other positions over time, including escalation work, sales, and quality assurance, and now, into their current influential roles as trainers.
Both Onika and Santria said that it was Assistant Manager Nadeage Logan who noticed excellent traits in them that prompted her to approach them about possibly becoming trainers.
“I was comfortable in my QA role, but when Nadeage gave me the opportunity to become a trainer, I took a chance on the new position,” Onika said. “And if I could go back in time, I would’ve told my younger self not to be so laid back and comfortable, and to be more assertive to go further.”
Santria said, “At first, I told Nadeage I was too busy to switch positions because I was going to school at the time. But she kept saying I’d be very good at it, so I decided to give it a try. I also procrastinated way too much before, but now I’m telling my future self to take and make the best out of any opportunity that comes to me.”
Onika has been a trainer for nearly two years, and it’s been about a year as a trainer for Santria. Both women say they’re working toward becoming lead trainers next.