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itel spotlight

Kevoy Carter - HOD of a client in the insurance industry, Bahamas

This edition of our SPOTlight falls on Kevoy Carter, HOD of a client in the insurance industry in the Bahamas. He has been in the BPO industry for over a decade, 8 of which were spent in leadership positions. Kevoy began working for the company as a supervisor in 2015. He was promoted to Operations Manager a year later, and to HOD in 2018 a year after that. As a result of his commitment to excellence, he is highly regarded by his agents and colleagues.

Learn more about him in the interview below.

Tell us something about itel that inspires you.

Kevoy: I am inspired by the fact that I am tasked with the responsibility of leading and developing a diverse group of individuals. Co-creating and achieving goals together is extremely inspirational.

How would you describe yourself in three words?

Kevoy: Disciplined, Sociable & Energetic

What do you do in your daily role as HOD (head of department) of a client in the insurance industry?

Kevoy: Every day, I strive to make my business unit a success. I work alongside a dynamic leadership team to ensure we are responding to agents' concerns and finding the best solutions for them. I keep the open-door policy I was taught when I started in 2015, allowing my team to reach me easily. Finally, while we work, I try to make it fun by doing daily motivational games or sending emails.

What makes you the perfect fit for this role?

Kevoy: My qualifications, skills, and personality make me a perfect fit for this position. Lessons learned from previous positions have also prepared me. It also counts that I am a people person, which is important as this is a people business.

The HOD position is a huge role that comes with major responsibilities. How do you keep yourself motivated?

Kevoy: Since my teen years, I've been striving to better myself. I have dreams and a similar sense of fulfillment as I did when I was younger, but I am more determined than ever to achieve them. I enjoy challenges and competition, and while learning new habits, I am competing with myself, which also keeps me motivated, mainly because I know it will benefit not only myself, but can also be a positive influence on those around me.

How does your role as HOD impact the client experience?

Kevoy: As leaders, we inspire our employees to go the extra mile. This is crucial, as oftentimes we get caught up in meeting KPIs that we forget to celebrate the moments that matter. We forget that above all we must build lasting relationships with customers, and our internal customers, the employee.

What do you enjoy most about your job and why?

Kevoy: I enjoy the people and culture the most. Over the last 6 years, I have had the opportunity of working with some wonderful people from all over. I have formed some truly remarkable relationships.

What is the most challenging task you’ve had to overcome as HOD?

Kevoy: Breaking people out of a culture that has already been embedded in them. Getting people to change their habits (which may not always be the best thing) and do what needs to be done was a challenge for me.

What special energy do you bring to the table that sets you apart from the rest?

Kevoy: I believe my positive outlook is my greatest asset. In this industry, I've seen many people in my position get tired and less inclined to give their best. When I come to work, I come in with a different frame of mind. My team must be able to see and understand that when I come to work, they get the best of me. I take care of my mental and physical health so that I am at my best here.

How do you see your future at itel?

Kevoy: To say I've gained knowledge and exposure in 6 years is an understatement. I want to keep learning and improving. My goals are to keep contributing to the company's growth and success while also achieving my own.

What do you enjoy most about working and living in The Bahamas?

Kevoy: Living in the Bahamas, I've learned to take a deep breath and appreciate the small things in life. Freeport is slower paced than I’m used to, but it has taught me to appreciate my family and friends even more.

Tell us a fun fact about yourself.

Kevoy: This may seem strange, but I have watched seasons 1-17 of Grey’s Anatomy 3 times.

What’s your favourite pastime?

Kevoy: Collecting wines. In 2021, I have managed to sample 52 different wines.

Thank you, Kevoy, for taking the time to speak with us and allowing us to “shine a light” on all your great work.

Watch for more SPOTlights in upcoming newsletters.