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Rhonda Fisher-Winchester

@rhondafisher-winches

Learning and organisational development leader at ServXcellence, who established an EduQual-approved institute and developed endorsed professional programmes.

Trinidad and Tobago

Message

At ServXcellence Consultancy and the ServXcellence Institute of Service Leadership, I established an EduQual-approved centre and developed endorsed learning programmes, curricula, assessment frameworks and quality assurance arrangements. I lead learning and development engagements from needs analysis and programme design through facilitation, assessment and evaluation.

Across Trinidad & Tobago, Guyana, Jamaica and Barbados, I’ve designed and delivered corporate learning and leadership development interventions. Earlier, at Amaranth Business Solutions Ltd. / Massy Technologies Applied Imaging, I implemented a Customer Service Management System covering 100% of service functions, contributing to a 93% service audit score, and developed approximately 40 corporate trainers through formal Train-the-Trainer programmes.

Experience

Work history, roles, and key accomplishments

Current

Deputy Chairman & Marketing Director

Current

A Caring Community - Food Bank NPO

Jan 2024 - Present (2 years 9 months)

Contribute to organisational strategy, governance, stakeholder engagement, community partnerships and communication initiatives supporting the development of the Food Bank.

Strategy Governance Stakeholder Engagement Community Partnership Communication Skills

Current

Founder & Principal Consultant

Current

ServXcellence Consultancy & ServXcellence Institute of Servi

Jan 2020 - Present (6 years 9 months)

Provide strategic leadership for learning, leadership development and organisational improvement engagements. Established the ServXcellence Institute of Service Leadership, securing EduQual centre approval and developing endorsed professional learning programmes.

Learning Needs Analysis (LNA)Program Design Leadership Development Facilitation Assessments Evaluation Quality Assurance Organizational Development Coaching Stakeholder Engagement

Customer Care & Support Manager

Amaranth Business Solutions Ltd. / Massy Technologies Applie

Jan 2014 - Dec 2020 (6 years 11 months)

Established and led the Customer Care & Support Department, managing a team of more than 15 employees. Directed learning and capability development, designed and delivered corporate training programmes, and implemented a Customer Service Management System contributing to a 93% service audit score.

Team Leadership Training Design Facilitation Coaching Performance Monitoring Customer service management Data Analysis Reporting Change Management

Customer Service Manager

Ferreira Optical Limited

Jan 2005 - Dec 2014 (9 years 11 months)

Provided management leadership for customer service operations across multiple retail branches. Developed annual training plans and budgets, designed and facilitated training for over 80 employees annually, and maintained customer satisfaction ratings above 90%.

Customer service management Training program development Budgeting Employee Development Coaching Performance Monitoring Succession Planning Continuous Improvement

Marketing Officer - Research & Product Management

First Citizens Bank

Jan 2002 - Dec 2005 (3 years 11 months)

Supported product development, customer engagement and business growth through market research, customer insight analysis and marketing strategy support. Collaborated with internal stakeholders to support product launches and research-informed business decisions.

Market Research Customer Insights Marketing Strategy Product Development Stakeholder Collaboration