YOUnique: Annisha Fanis

If someone says, ‘I cannot do this’, I always tell them my story. Look where I started, and where I am right now. If I can do it, you can do it."

- Annisha Fanis, itel Trainer

Today, we are sitting down with Annisha Fanis, one of our dedicated Trainers from itel Saint Lucia. With a career spanning several years in the company, and many different roles, from Security Officer to Customer Service Rep, Annisha’s dedication and passion for helping others has shone throughout. Let’s learn more about her inspiring career journey and why she loves being an itel Trainer.

Hi Annisha, thank you for joining us. First off, we would love to know more about you. Can you tell us when you started at itel?  

It was in 2020, when itel first opened a location in Saint Lucia. I remember it was just one building back then, still under construction, and I believe we had just started our first client campaign.

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

I would say strong, determined, and phenomenal!

Is there something about itel that inspires you?  

I would have to say my colleagues, the family setting, and the welcoming environment. Things like being able to assist others and team building activities.  

I hear you’ve had an interesting career journey. Can you tell us about it?

My journey at itel has been nothing but growth and more growth. When I first joined the company, I started as a Security Officer, which I really enjoyed. Every morning, I would welcome people into the building and greet them. It was great. But at the back of my head, I knew that's not where I wanted to stay. So, when the right opportunity presented itself, I applied for the role of Customer Service Representative for one of our hospitality accounts. I stayed in that position for over a year, before applying to become a Trainer, which I’ve been doing since 2023.

What made you decide to go from frontline rep to a training position?

Being a frontline rep didn’t come naturally to me, at first. But I developed a mindset where I learned to put myself in the guest’s shoes, and I made it my goal to go above and beyond to ensure that I delivered the best possible service. Eventually, I grew to love it because that became a big motivator. I didn’t even think about switching roles, until one day, I came back from vacation and my manager told me a position had opened in Training. Even though the deadline for applications had passed, he urged me to apply. He thought I would be such a great fit. He even convinced our People Resources and Culture department to accept my late application. That’s when I moved into the role of Trainer.

What do you do in your daily role?  

I teach, assist, develop, and motivate. In many ways, I’m like a mother, sister, and counselor to those I work with. I’m responsible for not only training new hires, teaching them all about the itel culture, customer service and client-specific training, but I also assist those agents even when they go over to the production floor. If I have no active classes, I will assist other trainers, or work with Operations to identify areas for improvement and new training opportunities. I also perform regular performance audits with new and even tenured agents. Maybe three days out of the week, I sit next to different agents and listen to their calls. I look for missed opportunities and then develop training modules to address those. I work closely with the trainers in Jamaica as well, to share best practices, and to tackle common challenges as a team.

What do you enjoy most about being an itel Trainer?   

I enjoy seeing people succeed. It motivates me to keep pushing, to be the best leader I can be. I can remember there was this one trainee, he was struggling at first, at the bottom of his class, and didn’t think he could do the job. I encouraged him and worked with him closely. In the end, he became a top performer, in fact, the top performing agent in that entire hiring class. To this day, every time he sees me, he thanks me and tells me how grateful he is that I believed in him.

Is that what makes you a perfect fit for this job?  

I’m very passionate about helping people, helping them grow. I think what makes me the perfect fit is my welcoming energy, my down-to-earth, hard-working personality, great work ethic and the fact that I lead by example. 

Being a Trainer is an important role that comes with many responsibilities. How do you keep yourself motivated and engaged in your work?

By speaking positively even through challenging situations. I surround myself with people who have a positive impact in my life, and I always say that giving up should never be an option. Nothing comes easy, but if you surround yourself with people who help you grow and drive you to succeed, you can be the best version of yourself every day. I also use my personal career story to help motivate others, to show them you too can succeed, if you apply yourself and work hard.

Yet, every job has its challenges. What is the most challenging task you’ve had to overcome?  

Being a Trainer, you need to be careful in how you manage your time, and you need to know how to multitask. You also must take on some challenging work, like issuing a corrective action in a professional manner, while motivating agents at the same time. It can be difficult, but I love doing it, because I understand where I came from, and I have a drive to help others.

How does your role as Trainer impact the customer experience? Do you think it has an impact on the experience of our clients as well? 

Of course. What I do directly impacts the customer experience, because I’m training the next generation of agents, and based on what the trainees are taught or experience, they will reciprocate in kind. That, in turn, will impact client outcomes. It comes back to employee experience equals customer experience (EX=CX).

How do you see your future at itel? Are there any other departments or roles you would like to try? 

I do see myself growing within the company, however I love my current role. I love seeing people grow, interacting with agents, and having an impact on their lives. It gives me such a sense of accomplishment, contributing to my trainees' and agents' success. 

Sounds like you have a great passion for what you do. But, what about life outside of work? What do you enjoy most about living in Saint Lucia?  

I enjoy the simple things. The daily interactions with people – most people you come across in Saint Lucia are very friendly. I love living here because of the tropical weather and the beaches, and all the beautiful nature. I enjoy walking on forest trails or going to the river.   

Any favorite pastimes or hobbies?

I love being at home, spending time with my family, and taking care of my son. He’s seven, and he loves spending time with his mom. If I'm washing the dishes, he wants to help. He loves to be involved when I’m in the kitchen. We sometimes go on little lunch dates together. It’s something he looks forward to. I’m also very dedicated to my community, especially religious gatherings. I’m a worship leader in my church. 

Tell us a fun fact about yourself. 

Well, I love having “me time” whenever I can. I always look forward to spending time with myself, or spending time in personal worship. I enjoy my own company and love reflecting on things that matter to me.

Thank you, Annisha, that’s an amazing story of professional growth and personal dedication. You are indeed a role model for all itelers who may think that there is only one path, or one journey, in the company. Your career story shows that if you are motivated and apply yourself, there are so many different opportunities open to you. Thank you for sitting down with us today. We wish you the best of luck in your career and continued success in all that you do!