Shanda Reid, a Communications Centre Officer with the Department of Immigration, is the Cayman Islands Employee of the Month for February 2018 for Delivering Outstanding Customer Experience.
Ms Reid, a mother of three children, started as a Finance and Customer Service Officer in December 2004. She was then promoted in October 2013 to Communications Centre Officer which she holds today.
Ms Reid delivers high-end service in three critical areas of the Department, which help to enhance customer experience and improve productivity within the Department of Immigration. For instance, she assists the Department on Wednesdays for their extended hour's program, which enables the Department Headquarters Front Counter to remain open until 7 PM. Ms Reid also lends a hand to the Work Permits or Express Temporary Work Permit Sections whenever they experience a backlog or are short of staff.
Deputy Chief Immigration Officer Samantha Bennett said, “She works diligently at the Call Centre that responds to almost 3000 calls a week to answer queries from the public, often going to great lengths to get the responses our customers require. “She always does so willingly and with a great smile on her face.”
Ministry of Human Resources & Immigration Chief Office Wesley Howell praised the Department of Immigration for creating such a productive environment. “Shanda’s work ethic is consistently reflective of world-class service, which is most deserving of recognition. It is truly inspirational to see Shanda’s commitment to quality shine through in her interactions with colleagues and customers.”
Deputy Governor Franz Manderson noted that the Department receives many positive comments from customers about Ms Reid’s performance. “Shanda exemplifies all that one can be as a model Civil Servant in a World Class Civil Service.”
“Your commitment to the Department of Immigration helps it become a World Class Department, and I thank you for demonstrating such a remarkable level of performance to the Cayman Islands Government,” he added.