CATHERINE LUCES has more than twenty (20) years’ combined experience in Customer Service, Business Management and Human Resources. Catherine began her career in the banking sector where her focus was on developing people and their interaction with customers. She has always focused on the quality of customer service and service delivery which led her to pursue her postgraduate diploma in Customer Service Management. She has held positions as Contact Centre Supervisor and Business Analyst at a major Telecommunications company in Trinidad and Tobago, (TSTT). At the Contact Centre, she not only managed teams but was also requested to train new recruits on the operational aspects of the Contact Centre. As she continued her career at TSTT, she was drafted to work as a business analyst where she assisted TSTT in implementing a Customer Relationship Management (CRM) solution. This initiative provided her with hands-on experience in the areas of process re-design and improvement, together with the technological aspect of customizing the software to automate critical business processes.