ITEL - Key Persons

Job Titles:

• Founder
• Member of the Board of Directors
• Chairman of Montego Bay Freezone
• Member of the Board of Directors Read Bio

In public service, Mark is Chairman of Montego Bay Freezone and previously served as Chairman of the Airports Authority of Jamaica, Director of NMIA Ltd., the Port Authority of Jamaica Ltd, CMU, Director of TEF, CITO and JAMPRO. Anthony Mark Hart is a founder and the Executive Chairman of Caribbean Producers (Jamaica) Limited (CPJ), a leading, fast growing food/service distributor listed on the Junior Market of the Jamaica Stock Exchange. He brings to the company considerable management experience and a legacy of entrepreneurial leadership success. He began his career at the Hart Group of Companies which invested in Agriculture, Manufacturing, Distribution, Finance, Port Services & Logistics and Exports. In 1986, Mark established the Apparel Industries Group which grew to five factories and became the largest locally owned 807 Apparel Company in Jamaica.

Job Titles:

• Member of the Board of Directors
• COO of the Healthcare Services for Xerox Corporation
• Independent Director for C. I. Thornburg Company
• Member of the Board of Directors Read Bio

Bio Connie Harvey was formerly the COO of the Healthcare Services for Xerox Corporation, managing a BPO business of over $1.5 billion in revenues. The portfolio of services included analytics, consulting, digitalization services, customer care and software solutions for payers, providers and life science companies. She was appointed a corporate officer and senior vice president of Xerox in February 2012. Connie also previously served as Group President and Senior Vice President for the Caribbean region for Affiliated Computer Services. Connie currently serves as an Independent Director for C. I. Thornburg Company, itel and The Boler Company. She also served as an Independent Director for the board of Mettler Toledo International from 2015 to 2019. Connie is involved in various community and business organizations including serving on the board of CASA of Lexington, Goodwill of Kentucky, and is Chairman of the Board for the Bluegrass Community and Technical College Foundation. She is a past director of Commerce Lexington and the Kentucky Chamber of Commerce. Connie graduated from Iowa State University with a Bachelor of Science in Industrial Engineering. She resides in Lexington, Kentucky with her husband and has three daughters.

Job Titles:

• Chief Technology Officer
• Chief Technology Officer Read Bio

Bio Duane Williams serves as the Chief Technology Officer for itel. He brings a wealth of industry experience to advance innovation and growth within the organization. He has over a decade of experience in the ICT industry with a proven track record in systems management, network management, and software development disciplines. He holds several certifications, including MCSE, MCSA, MCDBA, and CCNA.

Job Titles:

• Chief Financial Officer
• Chief Financial Officer Read

Ingibjorg Lara Hjartardottir, known as Inga, is a seasoned professional boasting an MBA from EHL Hospitality Business School in Switzerland and Chartered Management Accountant accreditation from the Institute of Management Accountants in the UK. With diverse experience in hospitality, media, architecture, and market research, Inga is exceptionally versatile. At itel, she leads financial operations, aiming to enhance processes and improve efficiency. Throughout her career, Inga achieved notable milestones, becoming the first non-architect to reach the position of Associate at WATG Architects in 2006. Her highlights include establishing branches and subsidiaries in the Middle East, contributing pivotal business restructuring and demonstrating resilience during challenging times, such as the Covid pandemic. Choosing itel strategically for its entrepreneurial and high-growth environment, Inga appreciates the collaborative team spirit and the continuous focus on improvement, reinforcing her dedication to driving excellence in finance and operations.

Job Titles:

• Member of the Board of Directors
• Director of Alliance Financial Services Limited
• Executive Vice President - Strategy & Business Development at Sagicor Group Jamaica Limited
• Member of the Board of Directors Read Bio

Bio Ms. Joanna Banks is the Executive Vice President - Strategy & Business Development at Sagicor Group Jamaica Limited, a financial services company listed on the Jamaica Stock Exchange. She holds an undergraduate degree in Systems Engineering from The University of Pennsylvania, and an MBA from The University of Chicago Booth School of Business. She is also the holder of the Chartered Financial Analyst designation. Prior to joining Sagicor, Ms. Banks worked at Pan Jamaica Group Limited, Exxon Mobil Corporation and Pan Caribbean Financial Services Limited. As such, she has over ten years of senior management experience in roles focused on corporate finance, investor relations, pension fund management, real estate and strategy. Ms. Banks is a director of Alliance Financial Services Limited, Agostini's Limited and Outsourcing Management Limited.

Job Titles:

• Co - Founder
• Co - Founder and Member, Board of Directors Read Bio

Bio Lisa Lake is co-founder of itel and played a considerable role in the development of the company's strategic development, culture building and sustainability initiatives. She is currently the Group CEO of the Lake Group of Companies with executive oversight that covers multiple industries including Quick Service Restaurants (franchisees of Burger King, Popeyes and Little Caesars across three islands), construction and development, as well as logistics and manufacturing. Lisa previously served as Chief Executive Officer of the Branson Centre of Entrepreneurship, and prior to that was the Director of Operations for Brand Extensions at Sandals Resorts International. She also worked with the Bank of Jamaica and the New York-based economic consulting firm, NERA, as well as the OTF Group, a consulting firm focused on issues of competitiveness in developing countries. Lisa holds a Master of Public Administration in International Development from Harvard University's Kennedy School, a B.A. in Economics (magna cum laude) and a B.A. in Architectural Studies (magna cum laude) from Tufts University.

Job Titles:

• Chief Marketing Officer
• Chief Marketing Officer Read Bio

Bio Melissa von Frankenberg's international experience working with some of the greatest brand builders in the globe, including Chris Blackwell (Island Records and Island Outpost) and Richard Branson (Virgin), has brought tremendous depth to her talents in marketing and communications. She is a writer, brand strategist and design enthusiast with an eye for excellence, the intuition to seize opportunities, the courage to lead, and the expertise to drive performance. As the Chief Marketing officer at itel, Melissa manages a diverse and creative team tapping into their big ideas to support the expansion of the company and evolution of the brand.

Job Titles:

• Executive Vice President, People Resources and Culture Read Bio

Bio With over 10 years of experience in Human Resources, Michelle has earned a reputation for being people-focused and ready to act while remaining committed to strong policy management. She is no stranger to the ever evolving nature of the BPO industry and understands what it takes to design and implement specialized HR programs and best practices that sustain a fast-paced and agile work environment. Her passion for growing and nurturing an engaging and inspirational company culture with employee experience top-of-mind supports itel's commitment to EX = CX. Michelle has a background in hospitality and tourism management, which contributes to her keen ability for delivering personalized interactions at scale.

Job Titles:

• EVP, CX Read Bio

Bio Neil's role is to ensure that we deliver for our clients and employees alike, while nurturing a collaborative spirit that allows us to not only meet but to exceed client expectations. With a BSC(Hons) in Technology Management from the Technical University Dublin, Ireland, and a strong track record in all aspects of customer experience strategy and delivery, Neil has spearheaded multiple digital transformations of customer service & agent experience models. His strong relationship management and continuous improvement mindset allows him to deliver sustainable results while positioning solutions that make a real difference to clients' businesses.

Job Titles:

• COO
• Chairman of Corporate Governance, Audit & Compliance Committee Member, Board of Directors Read Bio
• Chief Operating Officer at Pan Jamaica Group

Bio Philip Armstrong is the Chief Operating Officer at Pan Jamaica Group. He is a seasoned executive with extensive experience in developing and executing strategies that drive growth and success for organizations. As COO, Philip is responsible for identifying opportunities and risks in the market, in addition to assisting the Chief Executive Officer with the creation of the firm's strategy and ensuring the consistency of the strategy across the organization. Philip is a strategic thinker who is passionate about innovation and has a deep understanding of business analytics. He actively builds strong relationships with stakeholders, including customers, partners, and employees, and is committed to delivering exceptional value to all stakeholders. Additionally, he has been involved in two technology start-ups, which has given him valuable experience in the entrepreneurial world. He holds a BSc in Avionics Technology and has completed the Harvard Business School's Advanced Management Program and the Harvard Business Analytics Program.

Job Titles:

• Chairman of the Compensation Committee

Chair of Compensation Committee; Member, Board of Directors Read bio → Ricardo Hutchinson has more than 15 years of experience in the Caribbean financial sector. He is currently Vice-President - Investments at Portland Private Equity. Prior to joining Portland Private Equity, he worked with some of the Caribbean's leading financial institutions where he successfully closed several capital market transactions. He currently serves on the boards of Productive Business Solutions, Diverze Assets, Chukka Caribbean Adventure, Tropical Battery and Outsourcing Management Limited. Ricardo holds a Master's degree in Economics from the University of The West Indies and is a CFA Charter Holder.

Job Titles:

• EVP, CX Read Bio

Bio Sean kicked off his career in the BPO sector as a supervisor over 20 years ago. He worked his way up through the ranks gaining experience across core call center functions including quality assurance, training, operations and account management. He has extensive expertise in customer service and operations management across many industries from Tourism & Hospitality and Retail to Telecoms. Sean has been with itel since 2018 and is known as an inspiring leader whose hands-on approach to nurturing teams and people helps to strengthen and sustain the company's commitment to Employee Experience.

Job Titles:

• Chief Learning Officer
• Chief Learning Officer Read Bio
• Master Trainer of Predictive Index Certification

Bio Shurland's well-rounded experience includes over 15 years in Customer Experience, Employee Development, Training, and Operations. He brings his solid understanding of diverse coaching practices to break through cultural barriers and maximize learning at itel. Shurland is a Master Trainer of Predictive Index Certification; a Certified Professional and Master Trainer in Training Management and Six Sigma Yellow Belt. His key strengths reside in the creation and designing of LM Systems, Quality Assurance CX Experience Strategies, Learning Theories, Employee Coaching and Development.

Job Titles:

• Chief Administration Officer
• Chief Administration Officer Read Bio

Bio Stephen W.R. Dear possesses two decades of experience in banking, tourism, and business through which he has built a reputation as a leader and problem-solver with a keen ability to develop prototypes, analyze problems, generate solutions, manage teams, and strategize for long-term profitability. With a keen eye for detail, he is able to assess risk and make calculated decisions, ensuring that his projects are executed with maximum efficiency and profitability. He is known for his ability to see possibilities where others see obstacles and thrives on turning ideas into reality. Stephen has a Bachelor of Business Management (Accounting & Finance) from the Ryerson University in Toronto, Canada. He is also an active member of several organizations and serves as a Justice of the Peace with the Ministry of Justice, Government of Jamaica.

Job Titles:

• CEO
• Founding Chairman
• Founding Chairman & CEO Chairman of the Board Read Bio

Bio Yoni Epstein is the CEO and Founding Chairman of itel, an international Customer Experience provider with over 15 industry awards and 15 facilities across the nearshore. He launched itel in 2012 with just 7 people. Ten years and 7 countries later, itel is 7,000 team members strong with a diverse regional footprint and a leading brand known for its evolution from a local success story to an international player. A bold and innovative leader, he was named as one of the 50 most influential executives in the Latin American & Caribbean region, including Nearshore Americas "Entrepreneur of the Year." His bold entrepreneurial moves include the strategic acquisition of two established companies, CX partnerships with globally recognized brands, and developing and expanding over 500,000 sq feet of purpose-built contact center space across the region. Under his leadership, itel has invested millions in growing and nurturing an engaging corporate culture. Now, itel is the Caribbean's largest homegrown business process outsourcer providing job opportunities with continuous learning and career advancement. With over 20 years in the customer support industry, his commitment to developing people took root when he managed the global contact centers for Unique Vacations (UVI), the worldwide representatives of Sandals Resorts International. Prior to establishing itel, he expanded UVI's contact center operations to over 20 international business units, spread across five different cultures. Driven to make an impact that goes beyond profit, and guided by itel's four core values of Quality, Integrity, Reliability, and Family, Yoni launched the 4Ys Foundation, a registered non-profit, in 2019. Its goal is to support critical areas, such as Sports, Education, Innovation, and the Environment. As an ardent advocate for the nearshore, Yoni continues to position the Caribbean as the destination of choice in the global services market, and itel as the premiere provider of next-level customer experiences. He is an influential figure in the regional business process outsourcing sector, driving policy improvements and private-public sector collaboration. He was founding Chairman of what is now known as the Global Services Sector Association of Jamaica. He is also the past Chairman of the Global Services Sector Project, a 5-year project focused on talent up-skilling. He sits on the Board of Directors for Jamaica Promotions Corporation (JAMPRO), and also serves as Chairman of Car Rental 8.