itel SPOTlight: Keinisha Duizer

Meet Keinisha Duizer, Operations Manager at itel Guyana

“My advice to anyone who wants to succeed in any field is to first believe in themselves!”

Meet Keinisha from itel Guyana. Her professional life began at itel in 2013. She first joined the company as a customer service representative but was soon recognized for her skills and excellent performance and was promoted to Operations Supervisor. Then, just last year, she advanced to Operations Manager, reaching a milestone of ten years in the contact center industry. One thing she loves about her job is the opportunity to work with different teams from various countries and to learn about different cultures. She loves being a team motivator and enjoys watching others succeed.  

Tell us something about itel that inspires you. 

I love the opportunities for growth and development at itel. I was given the opportunity to train some employee classes, work on different accounts and even work on some pilot projects for new clients.  

How would you describe yourself in three words? 

Determined, conscientious and ambitious.   

What do you do in your daily role as Operations Manager? 

I am responsible for ensuring that operations run smoothly, that the client's policies and procedures are followed, and reports are updated in a timely manner. My support team is then given the updates as they become available, and action plans are continuously followed to achieve the client's targets.  

What makes you the perfect fit for this role?

I believe in continuous learning and improvement, and have taken business management courses, to perfect my role and manage my teams. Coupled with my tenure in the industry and my ability to work well with others, it all plays a significant role in the experiences that have developed my problem-solving skills. Moreover, working with different individuals and their cultures has helped me to understand the way people act and think, which has also enriched my ability to manage others effectively.  

What special energy do you bring to the table that sets you apart from the rest? 

As my agents say, I'm always positive vibes. I always try to show them the best in every situation, no matter what it is.   

What do you enjoy most about your job and why?  

One word, teamwork! I would not be able to do what I do without my support. My team is always helpful and respectful.  

Operations Manager is an important role that comes with many responsibilities. How do you keep yourself motivated?  

I always remind myself of how hard I've worked to achieve this position and that is enough motivation to keep me going every day.  

What is the most challenging task you’ve had to overcome as Operations Manager? 

Monitoring employee attendance and making sure the team performs well are always my top concerns. But whatever the challenge may be, my goal is to make sure that my team is effectively managed and that they are motivated to do their jobs to the best of their abilities.  

How does your role as Operations Manager impact the client experience? 

The fact that I am effective at what I do. My role is to ensure the best client outcomes by making sure that my team is aligned with all client processes, that they meet quality standards, and that they are always open to improvement and new opportunities.  

How do you see your future at itel? 

I am now in my tenth year in the contact center industry and my aim is to move further up the ladder. My goal is to become the Director of Operations at itel.   

Tell us what it’s like to work and live in Guyana. What do you enjoy most? 

I feel at home in the land where I was born. It’s where my family and friends are, and I enjoy the fact that my loved ones are close to me.   

What do you enjoy doing outside of work? What’s your favorite pastime?

I enjoy cooking and binge watching my favorite TV shows. I’m also a mother and I love spending quality time with my daughter. 

Tell us a fun fact about yourself. 

Well, as you have probably guessed, itel was my first and only job since completing high school. I joined when I was 17. I also come from a large family. I have 9 siblings, which is something people may not know.   

Thank you, Keinisha, for telling us a little more about yourself and for sharing your experiences and insights with us today. Your personal success story is inspiring and we’re certain that many others will be motivated by your passion and dedication, and the excellence you demonstrate in your role as Operations Manager. What you have achieved sets a wonderful example for other young people just starting out. You’ve truly shown us how you can grow your career at itel. Sky’s the Limit! 

If you would like to join the itel family and would like to learn more about career opportunities, visit our Careers Page!