KINGSTON, Jamaica – O’Neil M. Brown’s journey by way of Jamaica’s burgeoning BPO trade is a testomony to resilience and imaginative and prescient. Since beginning his profession in 2004, he has navigated the challenges of a quickly evolving sector for twenty years, demonstrating a novel mix of management and innovation.
A graduate of Excelsior Group School (EXED), which is celebrating its fiftieth anniversary, Mr. Brown was lately promoted to Website Director at IBEX.
Brown stays dedicated to the BPO trade and is set to not solely form the way forward for the corporate, but additionally setting a brand new customary for excellence inside the trade, thereby creating waves that resonate far past Jamaica’s shores.
O’Neil M. Brown
O’Neil’s path started at EXED, the place he immersed himself within the vibrant world of hospitality and tourism. “My time at Excelsior was transformative,” he recollects. “It laid the muse for my profession and taught me the significance of service and management.” His professors impressed him, instilling not simply data but additionally a ardour for the trade.
O’Neil shortly turned recognized for his enthusiasm and dedication, collaborating in varied initiatives that allowed him to use his studying in real-world situations.
O’Neil M. Brown’s Profession Journey
Upon graduating, O’Neil landed a job with South Seas Resort on Captiva Island in Fort Myers, Florida the place he labored as a Recreation Coordinator/Banqueting for a yr earlier than returning dwelling in Summer time 2004, the yr he entered the BPO trade.
He recollects traversing by way of Naggo Head, Portmore and seeing a giant constructing with an “E” suspended in mid-air (it was E-Providers Group Worldwide). O’Neil noticed individuals coming from contained in the constructing well-attired and thought “I have to get a job inside this constructing”. He identified that when he bought inside, and following three lengthy strong interviews, “I discovered my dwelling”. The frequent notion that you could’t make it inside this trade was sufficient gasoline for this decided and targeted younger man.
Whereas many view this trade by way of a lens of skepticism, O’Neil noticed a possibility. “Individuals usually deal with the negatives,” he explains. “However I’ve skilled the potential for progress and innovation firsthand. The BPO sector has been a catalyst for my growth, permitting me to develop professionally and personally,” Brown notes.
Over the following twenty years, O’Neil steadily climbed the ranks inside the trade. From November 2004 to February 2010, he served as Contact Centre Skilled, Topic Matter Knowledgeable, Workforce Analyst, Workforce Supervisor at E-Providers Group Worldwide.
After that stint he was recruited by World Gateway Options as Workforce Supervisor, Operations Supervisor, Senior Operations Supervisor and in September 2012 as Workforce Supervisor/Senior Supervisor at FullGram Options Ltd. Amongst his different roles: Buyer Service Supervisor at Laparkan Air & Ocean Delivery, Worldwide Division in addition to Head of Operations at Worldwide BPO and previous to his promotion, Senior Operations Supervisor – Affiliate Director of Operations, IBEX.
Staff Management
His potential to steer numerous groups and drive operational excellence caught the eye of trade leaders. Lately, he was promoted to Website Director at IBEX, the place he oversees operations, guaranteeing high quality service supply and fostering a tradition of collaboration.
Excelsior Group School (EXED) Alumni in Jamaica for the launch of Lyndon Taylor & Associates
“I owe a lot of my success to the schooling and values I gained at Excelsior,” O’Neil states. “The school taught me learn how to suppose critically and adapt in a quickly altering surroundings.” His achievements haven’t solely introduced him private success but additionally highlighted the impression of EXED’s alumni in varied sectors.
O’Neil’s story is proof of the chances that schooling can unlock. Regardless of going through challenges in a discipline usually criticized for its working circumstances, he has remained steadfast, advocating for a optimistic work tradition and championing the potential of the BPO trade. “It’s not nearly answering calls or processing transactions; it’s about creating alternatives and making a distinction in individuals’s lives,” he asserts.
In accordance with O’Neil, his two-decade journey has been an thrilling and eventful one – spanning throughout the island with some worldwide journeys sprinkled in. “It’s like Michael Jordan to Basketball, or Pele to Brazil; put in all of the laborious work at first and reap the rewards afterward,” Brown states.
Jamaica’s BPO Business Development
O’Neil displays on his progress from when he began within the industry as an Agent again in 2004, transferring to IBEX as Senior Operations Supervisor, and now Website Director for the #1 BPO agency on the island with 5 places and plenty of others the world over.
“I’ve been in nearly each division inside the trade, which makes it enjoyable (the I.T Staff, Engagement, and so on.). My chief offers me that hands-on coaching, and I seize each alternative thrown at me, like a rookie participant getting a debut towards the Senior Staff”.
As Excelsior Group School celebrates its milestone anniversary, O’Neil M. Brown exemplifies the establishment’s mission to empower college students to succeed. His journey from a devoted pupil to a revered chief within the BPO trade underscores the lasting impression of an EXED schooling. Together with his unwavering dedication to excellence and group, O’Neil continues to encourage future generations, proving that the teachings discovered inside the partitions of Excelsior prolong far past commencement day.
Profession Recommendation
So what recommendation does O’Neil have for individuals who’re not sure about working within the BPO trade?
“The ball is in your courtroom; similar to anything, the beginning could also be difficult as you discover your personal components to see what works for you, because the trade has so many alternatives, in areas corresponding to I.T, Compliance, Operations, Engagement and so on. When you study the artwork of every position, you can be very profitable; simply work laborious in your position at every stage, and every part else will come naturally with stability and energetic listening,” Brown emphasizes.
O’Neil, who has some 6,000 individuals banking on him every day, says that whereas he will not be motivated each day, he stays constant. “I work exterior of the paradigm of the norm with out breaking any guidelines, which makes my expertise, ability, and craft distinctive, no matter something. One factor with me, I’ll stay constant regardless.”
