Lisa Lake seeks to convert challenges into opportunities

One of Lisa Lake’s philosophies is to convert challenges into opportunities. Lake, who along with her husband Yoni Epstein, operates itelBPO, is of the view that “we always should be looking at challenges as opportunities”.

“I think it’s a matter of really drilling down to the root cause, whatever that challenge might be. What’s the root cause of it, and how we can change them into an opportunity?” she shared. “We don’t see it as ‘we can’t do that’.”

Born in Kingston to parents with a business background, Lake has carried over her business acumen in the running of the operations at itelBPO.

“I would say two main things get me going. One is that my background has always been entrepreneurship and also one of variety. Variety by way of consulting projects, learning about different industries,” she disclosed. “In many ways, I am really passionate about the opportunity within the BPO to be the launching pad as the first job for many people and the training that is provided.”

Lake argued that oftentimes managers mistakenly think that employees are only motivated by money. “Actually, that is not the case. It’s an opportunity to learn more about the team and be more creative about things that make them feel appreciated. They want to know that the company they work for cares,” she said.

She added: “I don’t believe that work should be about stuffiness. I believe that work should be about fun, so it’s a matter of finding what fun is for people and actually allowing it as managers, giving people the bigger picture of what we are after and why, so they can be engaged and drive the process.”

In the meantime, Lake is optimistic that itelBPO, which has grown exponentially since starting out with seven workers, is poised for even further growth over the next five years. “The next five years, I see itelBPO at least a 100 times bigger than we are now, and I see us really progressing into new kinds of industries instead of our core business. Ideally, if we are doing our jobs right, I see the company as an employer of choice, if we stay true to our values and continue to make this a place to work that people feel fulfilled.” When away from work, Lisa and Yoni spend a lot of time with their children Elle, 4, and Aiden 3. “My spare time is spending time with family and with our kids. As a Kingstonian who moved to Montego Bay and considers Montego Bay home, I try to make use of one of the best things that Montego Bay has, and that’s the beach,” Lake shared. “So it’s a really good stress relief for me and something we can enjoy with the kids. In terms of my personal development, I like to spend time reading to keep my mind active on things outside of work.” Lisa Lake Chief Development Officer