YOUnique: Kryzzia Cyr

“There was something about itel, a feeling that I didn’t get at [other companies]. It really feels like a close family, where everybody knows you and takes care of you. That was a big value add for me.” 

Kryzzia Cyr knows what it’s like to work her way up the career ladder. Starting as an agent in the contact center industry, for 10 years she has worked exclusively for BPOs, building her career, and her skills, first as an agent, then Supervisor, then Quality Analyst Manager, before joining itel in 2022. In fact, this month, she is celebrating one year at itel! Kryzzia is now using her valuable knowledge and abilities to bring our sites to the next level as a Customer Experience Site Lead for our Guyana and Saint Lucia locations, and she truly is an example of our diverse global family, as she supervises our Caribbean teams while working out of our itel Colombia location.  

Kryzzia, thank you for joining us. So great to meet you. We’re excited to learn more about you and your role at itel. We’re sure you have a unique story. Can you tell us a little bit about why you decided to join our itel family?  

Well, I had a very pivotal role at another company, covering 13 different countries as a Quality Analyst Manager. But then, I just decided I needed to grow, you know, to get out of my comfort zone. I wanted a new challenge. So, I started looking around, and came across itel. There was something about itel, a feeling, that I didn’t get at my other company. It really feels like a close family, where everybody knows you and takes care of you. That was something that I thought was a big value add for me. 

That’s great to hear. Can you tell us something about itel that inspires you? 

Can I say that there was one person who really inspired me to join itel. It was Shurland Buchanan (itel’s Chief Learning Officer). He interviewed me for the job, and I have never met a person like him. Just the way he was really straightforward, down to earth, and so friendly. That alone told me I wanted to take this position with itel. I was just so impressed by the company’s leaders. They were so accessible and kind, and valued people. I thought, these people aren’t just bosses, they’re true leaders, and I was inspired by that.  

So, you’re part of the Customer Experience team as a site lead for two locations, Guyana, and Saint Lucia. Can you tell me more about your role. What's your daily job like and why is it important for the overall success of the company? 

As a site lead, I work on many different levels. For some campaigns, I’m the direct boss. I do everything from creating different reports for clients, and for internal purposes, to leading all the Quality Assurance (QA) and performance monitoring activities. I sometimes create customer journey maps and analyses, and liaise with clients and internal stakeholders to report our findings. For some accounts, I have managers and supervisors reporting to me, so I guide them, ensure they’re carrying out monitoring activities and requirements. I even provide extra training, using my skills and knowledge to empower my managers to upskill and to add value to the client experience, like supplying more in-depth analyses of contact center metrics or training on advanced graphing techniques for presentations and reports.  

I guess that already answers my question about how your role impacts the client experience… 

It’s more than just making sure we make good on our promises to clients. Of course, we need to ensure that expectations and requirements are met. Though, I would like to say the next step is to go beyond that, to give our added value. That’s what I do when I build the skills of my managers and supervisors. It improves our performance as a team and enhances our client outcomes. 

Sounds like you’re deeply passionate about your role and what you do. What makes you the perfect fit for this job?  What special energy do you bring to the table?  

That's a very good question. Firstly, I think I bring some important skills to the table. My Lean Six Sigma knowledge, for instance. Today, it’s key for all organizations, because everyone wants to have the best quality in all their processes without having too much waste or expending too many resources. The second thing is, I’m a person who executes, who gets things done. I'm not the type of person to sit around and overthink. I’m a do-er.  

If you were to describe yourself in three words, what would they be?   

 I would say engaged, accessible and willing.  

Those are wonderful qualities. Sounds like you’re a great fit for this role. Though I’m curious, what do you enjoy most about your job and why?   

Well, I don’t want to repeat myself, but again, it’s the family aspect of itel, the people – I love working with our teams. Every day, I get to work with talented, committed leadership, and I get to help my team members develop.  

What’s the most challenging part of your job and how do you keep yourself motivated, even on tough days?  

I would say the most challenging part of my job is that, as a fully remote worker, I don’t get the chance to work with people in person as much as I’d like. I can’t just walk up to someone’s desk and ask them a question or check in with them. But, what I do to stay motivated, and to keep others motivated, is I communicate often with my team and remain accessible to them, even if it’s virtual. If they know that you’re there for them, supporting them, that will make them feel committed and more engaged.  

So, how do you see your future at itel? Any big aspirations? 

If you’re asking me, do I have a specific role in mind, I’d have to say no. But I want to grow as much as I can. So, if there’s any opportunity to grow, to share my knowledge and my experience, I would be more than open to exploring new opportunities within the company.  

Now we’d like to know more about you and your life outside of work. What do you enjoy most about working and living in Colombia? 

Well, I live in Bogotá, which is an extremely exciting, metropolitan city. It’s like New York but without super tall buildings. I’ve lived here for about 10 years now. Much of my family is here. My mother is from Bogotá , though my father is originally from Quebec, Canada. I love it. Bogotá is a place where you can always find something to do. You will always find a place to eat something different. You'll always have a place to experience something different. It’s great. 

Tell me, what do you like to do in your spare time? Any favorite pastime or hobby?  

I love spending time with my husband. We’ve been together for 8 years and have been married three of those. I also love my dog, Nash. He’s my fur baby. I’m close to my husband’s family and really enjoy spending time with my nieces, two beautiful girls. I love eating, not cooking, but eating (she laughs). I will cook but I prefer just to enjoy. I also adore traveling. My favorite place I’ve visited is Paris, France. I went there for my honeymoon, and it was wonderful. The city is so beautiful.  

Tell us a fun fact about yourself. Maybe something we don’t already know... 

A fun fact, huh? Well, I’m obsessed with sticky notes. They are everywhere, on my desk, my computer. I also play the piano, but not very well. People also may not know that I love karaoke.  

Those are some fun facts. We now know who to turn to for virtual karaoke nights… 

Well, thank you, Kryzzia, for sitting down with us today to tell us a bit more about your role, your life at work and in beautiful Bogotá, and for sharing your unique itel story. You serve as a great inspiration, and example, of all the possibilities there are in this industry, and at itel, to grow professionally. You prove that frontline agent might be the beginning of a career, but it certainly doesn’t stop there, especially when you have the drive to challenge yourself. We wish you all the best.  

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