YOUnique: Kerreth McKay

Kerreth McKay - Customer Care Representative, itel Montego Bay

At itel, great customer experiences begin with people who care deeply about helping others, and few embody that spirit more fully than Kerreth McKay, one of our Customer Care Representatives in Montego Bay.

From building his own barbershop business to assisting households during the national census, Kerreth’s journey has always been rooted in service to others. Today, he brings that same commitment to every customer interaction, pairing empathy with expertise to deliver outstanding results, including an exceptional CSAT record.

We sat down with Kerreth to learn more about his path to itel, what motivates him each day, and how he continues to make a difference for customers and colleagues alike.

Hi Kerreth. Thank you for joining us. Can you tell us a little about your background before coming to itel. I hear you hold a degree in Ornamental Horticulture and Landscape Design…

Before joining itel, my journey took a few different paths. I studied landscape design at the School of Agriculture and Microbusiness Development at Ebony Park in Clarendon. While studying, I also worked in a barbershop on weekends to support my family.

Eventually, I opened my own barbershop in 2015. What started as a small operation grew into a team with multiple barbers, hairdressers, and a nail technician. That experience helped me develop strong communication skills and taught me how to relate to people from all walks of life, which are skills I still use every day in customer care.

So, how did you find out about itel and what drew you to apply?

I started at itel nearly two years ago after relocating to Montego Bay. It’s actually a funny story. My partner applied on my behalf while we were settling into the area. I didn’t even know beforehand. But, I attended the interview anyway, and several companies in fact, but once I visited itel and saw the professional, friendly environment, I knew it was the right fit.

Is there something about itel that inspires you in particular?

Yes. The people and the support I’ve received here.

I live with lymphedema, which makes long periods of standing difficult, and my younger daughter also has a health condition that sometimes requires hospital visits. My supervisors and department leadership worked with me to create a work-from-home arrangement so I could continue performing my role while supporting my family.

That level of understanding meant a lot to me. It showed me that itel truly values its people, and it motivates me to give my best every day.

As I understand it you also contribute part time to EOJ (Electoral Commission of Jamaica) and S.T.A.T.I.N. (The Statistical Institute of Jamaica). Can you tell me more about that?

Yes, I’ve been working with the Electoral Commission of Jamaica since 2018. I started as a poll clerk and later progressed to presiding officer and supervisor roles at polling stations.

I also worked with STATIN during the national census, visiting households and collecting population data. Those experiences helped strengthen my communication skills and taught me how to connect with people in different communities across Jamaica.

You’re very busy. Is that how you would describe yourself?

Yes, I like to stay active and involved. Whether it’s supporting customers, contributing to national service initiatives, or helping colleagues on the floor, I enjoy finding ways to make a difference.

I would love to hear more about your role at itel. I hear you support one of our energy provider clients. What do you do in your daily role as a customer care representative?

In my role, I assist customers with outage reports, billing concerns, follow-ups, and escalations. I also walk customers through their bills step by step so they understand what they’re seeing and what may have caused changes.

My goal is not just to solve problems, but to help customers feel informed and reassured.

What makes you the perfect fit for this role?

I enjoy interacting with people and helping them feel heard. I focus on making customers feel valued from the very beginning of the call. Even if their issue cannot be resolved immediately, I want them to leave the conversation knowing someone listened and cared.

I also hear you have an outstanding CSAT record with no failures over the past two years. That is commendable. What’s your secret?

For me, it starts with how you begin the call. I always say the first five words make all the difference. I make sure customers know it’s a pleasure to assist them. I also explain why their feedback matters and how it helps improve service. Most importantly, I reassure customers that their concerns are taken seriously.

Sounds like you have an amazing gift and a natural way of relating to all sorts of customers. Is that what you enjoy most about your job?

I enjoy knowing that I helped someone. I also appreciate working in an environment where I feel supported as both an employee and a father. That makes a big difference in how I show up each day for customers.

What are some of the more challenging aspects of your job? And how do you overcome them?

Some customers are understandably frustrated when they call. I handle that by listening carefully and connecting with them as people first. Sometimes even a short conversation helps ease tension before returning to the issue. Many customers simply want someone to listen.

That is true. So, how do you keep yourself motivated even on those challenging days?

I always try to imagine myself on the other side of the call. That helps me stay patient and understanding with every customer interaction.

My biggest motivation is my family, especially my six-year-old daughter, who is my best friend. Knowing that I’m able to support her while continuing to grow at itel means a lot to me.

How does your role fit into the larger picture? How does it affect client outcomes directly or indirectly?

In many ways, customer care representatives are the voice of the company. They are the people who build trust and strengthen the company’s reputation, and the way we interact with customers can directly affect how they feel about the business.

How do you see your future at itel? Any other roles you would like to step into?

In the future, I would love to move into a training role, because I enjoy sharing knowledge and helping others grow. I already mentor other agents and try to pass on what I’ve learned. I’m also interested in recruitment or marketing, since I naturally enjoy telling people about opportunities and I always encourage them to apply.

That’s great. You also have a life outside of work and I’d love to hear more about it.  What do you enjoy most about living in Montego Bay?

Montego Bay has wonderful beaches, great local food, and a strong culture. My daughter especially enjoys visiting the arcade, and I also enjoy the craft markets and authentic Jamaican street food like jerk chicken and pork.

Any favorite pastimes or hobbies?

Outside of work, I enjoy reading and taking long scenic drives. I’m a big car enthusiast and enjoy attending car meets and street races. But, family time with my daughter is always my priority. She often asks me about my work, how things are going, and I love sharing my day with her.

Can you tell us something unique about yourself?

One unique hobby I have is working on cars. I enjoy taking vehicles apart and putting them back together again. It’s something I find relaxing and rewarding.

You’re also related to the renowned Jamaican writer and poet Claude McKay. You’re his great grandnephew. How does it feel coming from such lineage?

Yes, I’m proud of that connection. While I’m not directly involved in activism like he was, I feel his legacy influences my work with things like supporting free and fair elections with the Electoral Commission of Jamaica, so people can exercise their constitutional rights. It’s something I care deeply about.

That’s understandable and clearly means a lot to you. Thank you, Kerreth, for sharing your story with us. It’s a powerful reminder that great customer experience starts with empathy, curiosity, and a genuine desire to help others. Whether you’re supporting customers through complex issues, mentoring colleagues on the floor, or contributing to national service initiatives across Jamaica, you bring the same steady commitment and positive energy to everything you do.

We have no doubt that you will continue to make an impact wherever you are and we’re proud to celebrate your achievements and dedication. You are an inspiration to others.