Jeanne Dillon

The potential for growth, training and development has made Jeanne-Marie Dillon’s journey in the BPO sector gratifying.

The 16-year veteran, who is currently service delivery manager at Conduent (formerly Xerox), has held several positions in the industry, since her entry fresh out of the University of the West Indies, Mona, where she graduated with a BSc in economics.

Today, with a master’s in economic development policy and responsibility for 500 employees, Dillon said the opportunities that currently exist in the sector are limitless, once one is willing to put in the hard work and determination to succeed.

“The sector is looking for persons with the right aptitude and attitude. I also think it is a great platform to understand true customer service, and while many persons may not see the industry as their final career, the offerings that the industry provides will ultimately make one more rounded, with high expectations for superior customer service,” she stated.

Having practically touched all aspects of the industry, Dillon said she has had the opportunity to travel and interact with clients, leveraging her knowledge in different areas to meet each client’s need effectively.

Admitting that the job has its challenges like any other job, she outlines the rewards that come with hard work.

Optimistic about the prospects, Dillon said Jamaica had just started to skim the tip of the iceberg in the BPO sector. “There is so much more in terms of service offerings that Jamaica can tap into. There is strong job-creation opportunities and revenuegeneration potential for our country.” She feels education about the industry and removing the stigma attached to working in this environment are what is necessary.