We are an experienced team driven by a shared vision.
As a company built on diversity of thought and people, we have formed a powerhouse leadership team at the helm of itel.
Yoni Epstein
Founder & CEO
Yoni Epstein is the CEO and Founding Chairman of itel, an international Customer Experience provider with over 18 industry awards and 11 facilities across the nearshore. He launched itel in 2012 with just 7 people. Thirteen years and 6 countries later, itel is 5,000 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.
Duane Williams
Chief Technology Officer
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.
Melissa von Frankenberg
Chief Marketing Officer
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.
Ingibjorg Hjartardottir
Chief Financial Officer
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.
Kelly Jenson
President, Business Development and Delivery
Kelly Jenson brings over 25 years of BPO experience with demonstrated impact in key areas, such as digital transaction processing, high-volume data extraction and customer experience. He is the Founder and CEO of Elevated Interactions LLC, an advisory firm focused on driving growth, innovation and operational excellence in the BPO sector. During his impressive career span, he managed operations, business development, and technology strategies for various companies, including leading outsourcing services for many of the U.S.’ largest insurance payers and Managed Care Organizations (MCOs), as well as executing hundreds of strategic technology initiatives at ACS, a Xerox Company. Kelly holds an M.B.A. from Duke University’s Fuqua School of Business.
Shurland Buchanan
Chief Learning Officer
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.
Neil O'Hanlon
EVP, CX
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.
Chris Williams
Chairman of the Board & Compensation Committee
Chris Williams is a Caribbean entrepreneur with an enviable track record of success. Having overseen operations for an extensive portfolio of companies exceeding US$1 billion, he brings a wealth of leadership and strategy expertise. His visionary approach led to the co-creation of one of the largest Caribbean-focused private equity companies that became the first to be listed on the Jamaica Stock Exchange’s U.S. market. He holds an M.B.A. in Strategic Marketing and Finance from York University and serves in both Chairman and Director positions across various boards, including PROVEN Properties Limited, Jamaica College Foundation, the Jamaica Association for the Deaf, and Professional Football Jamaica Limited.
Yoni Epstein
Founder & CEO
Yoni Epstein is the CEO and Founding Chairman of itel, an international Customer Experience provider with over 18 industry awards and 11 facilities across the nearshore. He launched itel in 2012 with just 7 people. Thirteen years and 6 countries later, itel is 5,000 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.
Lisa Lake
Co-Founder and Member, Board of Directors
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.
Michael L. Gerrard
Chair of Corporate Governance, Audit & Compliance Committee
Michael L. Gerrard has more than 30 years of experience as an investment banking advisor, focusing on Latin America and the Caribbean. As co-founder and CEO of BroadSpan Capital LLC, he has successfully led teams in 15 countries, advising both global and regional corporations, financial institutions, and government entities, across various industries. Michael holds an M.B.A. from The American Graduate School of International Management and a B.A. in Finance from the University of Miami. Prior to BroadSpan, he managed the Latin American Capital Markets division of Barclays Capital, where he structured and executed over US$3.5 billion of cross-border financing for private and public sector issuers throughout the region. He is currently a Member of the IIF’s Special Committee on Financial Crisis Prevention and Resolution, as well as holding positions on the Board of Directors for both Guardian Holdings Limited and Margaritaville Caribbean Ltd.
Michael L. Gerrard
Chair of Corporate Governance, Audit & Compliance Committee
Michael L. Gerrard has more than 30 years of experience as an investment banking advisor, focusing on Latin America and the Caribbean. As co-founder and CEO of BroadSpan Capital LLC, he has successfully led teams in 15 countries, advising both global and regional corporations, financial institutions, and government entities, across various industries. Michael holds an M.B.A. from The American Graduate School of International Management and a B.A. in Finance from the University of Miami. Prior to BroadSpan, he managed the Latin American Capital Markets division of Barclays Capital, where he structured and executed over US$3.5 billion of cross-border financing for private and public sector issuers throughout the region. He is currently a Member of the IIF’s Special Committee on Financial Crisis Prevention and Resolution, as well as holding positions on the Board of Directors for both Guardian Holdings Limited and Margaritaville Caribbean Ltd.
Chris Williams
Chairman of the Board & Compensation Committee
Chris Williams is a Caribbean entrepreneur with an enviable track record of success. Having overseen operations for an extensive portfolio of companies exceeding US$1 billion, he brings a wealth of leadership and strategy expertise. His visionary approach led to the co-creation of one of the largest Caribbean-focused private equity companies that became the first to be listed on the Jamaica Stock Exchange’s U.S. market. He holds an M.B.A. in Strategic Marketing and Finance from York University and serves in both Chairman and Director positions across various boards, including PROVEN Properties Limited, Jamaica College Foundation, the Jamaica Association for the Deaf, and Professional Football Jamaica Limited.
Lisa Lake
Co-Founder and Member, Board of Directors
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.
Ingibjorg Hjartardottir
Chief Financial Officer
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.
Yoni Epstein
Founder & CEO
Yoni Epstein is the CEO and Founding Chairman of itel, an international Customer Experience provider with over 18 industry awards and 11 facilities across the nearshore. He launched itel in 2012 with just 7 people. Thirteen years and 6 countries later, itel is 5,000 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.
Chris Williams
Chairman of the Board & Compensation Committee
Chris Williams is a Caribbean entrepreneur with an enviable track record of success. Having overseen operations for an extensive portfolio of companies exceeding US$1 billion, he brings a wealth of leadership and strategy expertise. His visionary approach led to the co-creation of one of the largest Caribbean-focused private equity companies that became the first to be listed on the Jamaica Stock Exchange’s U.S. market. He holds an M.B.A. in Strategic Marketing and Finance from York University and serves in both Chairman and Director positions across various boards, including PROVEN Properties Limited, Jamaica College Foundation, the Jamaica Association for the Deaf, and Professional Football Jamaica Limited.
Michael L. Gerrard
Chair of Corporate Governance, Audit & Compliance Committee
Michael L. Gerrard has more than 30 years of experience as an investment banking advisor, focusing on Latin America and the Caribbean. As co-founder and CEO of BroadSpan Capital LLC, he has successfully led teams in 15 countries, advising both global and regional corporations, financial institutions, and government entities, across various industries. Michael holds an M.B.A. from The American Graduate School of International Management and a B.A. in Finance from the University of Miami. Prior to BroadSpan, he managed the Latin American Capital Markets division of Barclays Capital, where he structured and executed over US$3.5 billion of cross-border financing for private and public sector issuers throughout the region. He is currently a Member of the IIF’s Special Committee on Financial Crisis Prevention and Resolution, as well as holding positions on the Board of Directors for both Guardian Holdings Limited and Margaritaville Caribbean Ltd.
Ingibjorg Hjartardottir
Chief Financial Officer
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.