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CONTENTS 3 5 6 8 10
Pink Run 2016 Launch Event Exciting update from St. Kitts & Nevis! ICWI Fun Day 2016 Discovering Your WOW Staff Movements
July to September 2016
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Pink Run 2016 Launch Event
O
n Wednesday September 28, ICWI hosted a press conference at its Head Office in Kingston to launch the ICWI Pink Run 2016. Mrs. Carolind Graham, Chairman of Jamaica Reach to Recovery, welcomed the guests and sponsors, and provided some background on the importance of the event.
“The Pink Run, pink being the colour associated with breast cancer worldwide, is the primary fund raiser for Jamaica Reach to Recovery. All funds raised will provide lifesaving breast cancer treatments to help ease the high cost of diagnosis and treatment, which is out of reach for most Jamaican women. The Jamaica Reach to Recovery is an affiliate of the Jamaica Cancer Society and is staffed by a resilient group of volunteers, all of whom are breast cancer survivors, whose sole purpose is to provide emotional, psychological and financial support as well as information and counselling to breast cancer survivors, and by extension their family and friends.�
Mr. Earl Jarrett, Chairman of the Jamaica Cancer
The guest speaker for the event, Her Worship The Mayor
Society, continued by highlighting the impact that breast
Councillor Dr. Angela Brown Burke, Mayor of Kingston,
cancer has on the women of Jamaica, and the strides that the
voiced her suppor t for the cause by waiving the licensing
Cancer Society has made over the years in providing access
fees to hold the event and promising the full suppor t of the
to cancer screenings to women in rural areas through the
Kingston and St. Andrew Corporation on the day of the Run.
Mobile Mammography Unit.
Mr. Alfred Francis, Director of Running Events Jamaica, the
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company organising the actual race,
communities in all of the countries in
provided an over view of the course
which it operates. In Jamaica, the Pink
and what to expect on race day. He
Run 5K was selected because it was a
also shared his personal experience of
pivotal annual event wor thy of ICWI’s
how running helped him overcome a
full suppor t as the Title Sponsor. Since
potentially debilitating illness.
then, the event was renamed the ICWI Pink Run. He then closed the
Mr. Paul Lalor, President of ICWI,
event by presenting Mrs. Graham with a
reminded all those in attendance that
cheque for Jamaica Reach to Recover y
in 2015, ICWI took the decision to
for one million dollars.
suppor t the breast cancer sur vivor
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Exciting update from
ST. KITTS & NEVIS!
I
n keeping with ICWI’s growth strategy, the St. Kitts Branch is pleased to announce that it is now able to service clients in Nevis with the recent appointment of Marketing Agent, Mr. Dijaun Jack!
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T
he Fun Day at Blue Waters Beach Club,
Activities began with a dancing competition spanning
Trelawny was the epitome of relaxation and
the different genres of music and eras of time. A spirit
fun in the sun. Upon arrival, staff and guests
of comradery was encouraged through participation in
were greeted by the cool white sand, breath taking
several games of volleyball, football, tug-of-war and domino
views of the calm, jewel-blue waters and various aromas
tournaments. Staff were also provided with the option to
emanating from the breakfast buffet.
go kayaking and hydro-biking to further heighten their enjoyment. For those wanting a more laid back experience,
Once registration was complete, everyone proceeded to
the beach provided the perfect place to relax, unwind and
the designated breakfast area and indulged while being
ease their tension at the hands of a professional masseuse
entertained by a live band.
or to simply bask in the rays of the sun on lounge chairs, laze in the shade in the hammocks or lounge under the
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The day facilitated the reunion of team members
cabanas and enjoy the “spirits� of the open
from
bar.
all
the
Jamaican
branches.
The children were equally occupied and enjoyed themselves building sandcastles, frolicking in the shallow waters, competing in dance-offs and they fully capitalized on the bounce and slide which was provided for their leisure. They were later presented with tokens towards their backto-school supplies. As the day drew to an end, the “last supper”, included short and sweet goodbyes and recaps of the day’s highlights. The consensus was that this year’s event was a success, the venue lived up to its name and food and fun were in abundance.
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WOW Discovering Your
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OW is such a shor t, simple word, but
one challenge is for the whole organization to remain aware
it really encompasses a lot of things. To
of its value, to live it day in day out, and to take proactive
WOW, you must differentiate yourself,
action in caring for it. The whole team must remain focused
which means doing something a little unconventional and
on this effor t, otherwise it can be derailed by either the
innovative. You must do something that’s above and beyond
urgency or the series of repetitive tasks.
W
what’s expected. And whatever you do must have an emotional impact on the receiver. You are not an average
Often times, a discussion on Customer Experience
company, your ser vice is not average, and you don’t want
happens only for the purpose of definition. However, the
our people to be average. You expect ever y employee to
only way to deliver true WOW continuously is through
deliver WOW.
constant evolution, adapting quickly to changing needs, fine tuning what’s most useful to your customers. This
When a customer experiences WOW, you are giving them a
requires conversations on a wide range of decisions
pleasant surprise. You are exceeding their expectations. You
where culture should be a key criteria.
are addressing their needs thoughtfully and in unexpected ways. It is an expression of your authentic interest in the person who seeks your products and ser vices, not just in the transaction. It is about making enduring personal emotional connections with empathy, generosity, and gratitude. It is about awareness of common human concerns that make a difference to each customer. It is about truth, it is about meaning, it is about details. In today’s ultra-competitive markets, enduring businesses call for enduring customer relationships. How can you deliver products and ser vices with a WOW Customer Experience built into them? You must make the WOW Customer
THE CUSTOMER DRIVEN ORGANIZATION – 9 FOCUS AREAS: •
Share your knowledge
•
Make the experience great
•
Know the customer
•
Make it easy and convenient
•
Make them feel valued
•
Engage with the customers where they are
•
Do it right the first time
•
Surprise
•
Ask them for advice
- Professional Training & Occupational Services Ltd
Experience par t of the product/ser vice design, and that requires a continuous culture and happiness decision-making context, not only once for purposes of definition, but as a foundation for day to day operations. WOW Customer Experiences are about meaningful details, they are unique, and not par t of a mechanical scripted process. They are unique gestures, not born out of rules or “best practices,” but as an expression of your company’s culture, its shared values, and ideals. These values and ideals inform the employee’s decisions that create exceptional outcomes. When delivering a WOW Customer Experience, the number 9
Staff Movements July to September 2016
WELCOME ABOARD A warm welcome is extended to the following employees who joined the ICWI family during the period July to September 2016. Claims
Ms.
Janine
Walters
Customer Service Rep.
Customer Care
Ms.
Ava
Daley
Trainee CSR
Customer Care
Ms.
Samantha
Blake
Trainee CSR
Customer Care
Mrs.
Vennice
Stennett Clarke
Trainee CSR
Customer Service
Ms.
Kerry-Ann
Wright
Trainee CSR
Customer Service
Ms.
Nordia
Dobbs
Trainee CSR
Customer Service
Ms.
Sashana
Beckford
Trainee CSR
Customer Service
Ms.
Shaneke
Richards-Caine
CSR
Customer Service
Ms.
Simmone
Reid-Pryce
Trainee CSR
Finance
Mr.
Arlando
Dawson
Financial Accounting Manager
Finance
Mr.
Charles
Tam
A/C Clerk
Finance
Mrs.
Jodi-Ann
Taylor-Wilson
Accounts Assistant
Human Resources
Ms.
Tamisha
Campbell
HR Officer
Legal
Mr.
Miguel
Palmer
Legal Officer
DEPARTURES
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Legal
Ms.
Kamesha
Graham
Legal Officer
Claims
Ms.
Nicole
Myers
Customer Service Rep.
Finance
Ms.
Denise
Ebanks
Financial Analyst
Finance
Mr.
Kevin
Allen
Financial Accountant
Finance
Ms.
Odette
Spence
Receivables
Finance
Mr.
Ricardo
Christie
Credit Control Rep.
HRD/Marketing
Ms.
Princess
Meggoe
Marketing Assistant
Customer Service
Mr.
Jeremy Paul
Bennett
Customer Service Rep.
Customer Service
Mrs.
Nicola
Grant-Sewell
Underwriter
Customer Service
Ms.
Nishara
Senior
Customer Service Rep.
MIS
Mr.
Audin
Robinson
User Support Technician
TRANSFERS Welcome home Janine Fisher – After four months in the twin Island Republic of Trinidad and Tobago Janine has returned to Head Office.
CONGRATULATIONS TO THE FOLLOWING MEMBERS OF STAFF WHO WELCOMED NEW BORN BABIES TO THEIR FAMILY.
CONDOLENCES
Aiden
Julian
son of Chantelle Little-John
son of Stanece Zeng
“When someone you love becomes a memory, that memory becomes a wonderful treasure to always hold in your heart.” - Author Unknown
Our deepest sympathies to the
Stanece Zeng – on the passing of her brother
following members of staff on the
Angelene Rhone – on the passing of her mother
passing of their loved ones:
Janique Smith – on the passing of her grandfather 11
“Serving you...is all we do”
2 St. Lucia Avenue Kingston 5 Jamaica W.I. Tel: (876) 926-9040-7 Fax: (876) 960-6918 direct@icwi.com www.icwi.com