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BVIPA sets eyes on become Regional leader – HRM Sophia Cupid

-111 officers trained in Quality Customer Service
BVIPA Human Resources Manager Ms Sophia Cupid (center) singled out the training of staff as the main aim of the BVIPA becoming the Regional Leader in providing seaport facilities. Photo: VINO
Managing Director BVIPA Mr Claude O. Skelton-Cline dispelled the notion that the training was done as a consequence of public complaints about the quality of service coming from his workforce. Photo: VINO
Managing Director BVIPA Mr Claude O. Skelton-Cline dispelled the notion that the training was done as a consequence of public complaints about the quality of service coming from his workforce. Photo: VINO
Quality Management and Performance Consultant Dr Michaela Theophilus who was the key facilitator for the training said that she would like to the driving force to get the entire force of BVIPA to the next level. Photo: VINO
Quality Management and Performance Consultant Dr Michaela Theophilus who was the key facilitator for the training said that she would like to the driving force to get the entire force of BVIPA to the next level. Photo: VINO
PORT PURCELL, Tortola, VI – The BVI Port Authority (BVIPA) recently hired the services of Quality Management and Performance Consultant Dr Michaela Theophilus who conducted the first in a series of training for its staff and according to Human Resources Manager Ms Sophia Cupid it is with the single aim of the BVIPA becoming the Regional Leader in providing seaport facilities.

“As we strive to become the regional leader in providing efficient seaport facilities where customer and employee satisfaction is paramount, I am well aware, as HR Manager, that our staff has to be second to none and this week marked the beginning of that journey,” she said at a press briefing yesterday March 28, 2014 at the BVIPA Headquarters Conference Room.

Ms Cupid explained that the purpose of the week-long training was to prepare the whole organization in terms of quality customer service, effective supervision and leadership. The quality customer service training was geared towards junior and mid-level officers as they come in contact with customers on a daily basis, she explained.

“They are the first and last impression of the Authority and this is why this training was crucial. These officers were given the opportunity during the week to be open about what they feel they do right in their role, what they feel they can improve and how we as an organization can improve as far as customer service, of which they all said this training was a great first step. They were even given the opportunity to create their own mission statement for their respective department. One hundred and eleven (111) officers were trained in Quality Customer Service,” explained Ms Cupid.

All Supervisors, prospective supervisors and senior officers were trained in Effective Supervision to enable them to manage their staff as effectively as possible. They assessed their flexibility as far as their supervision styles, their short and long term goals for their department and they also assessed their needs analysis, among many other things. Thirty-eight (38) officers were trained in Effective Supervision in the workplace.

On Friday March 28, 2014 the managers, described as ‘First Centric Circle’ were trained on what it means to lead their team for Quality Performance and the skills necessary to do so; some of which included transparent communication, provision of sufficient materials to get the job done, setting and meeting deadlines, conflict resolution and encouraging initiative among your staff through empowerment. The qualities of a good manager were also outlined, which included integrity, trust and respect. Twelve (12) managers were trained in Leadership.

Managing Director BVIPA Mr Claude O. Skelton-Cline said that the week of training was the beginning of a series yet to be executed. He said that the training provides an opportunity for them to take an inquisitive look at how they perform, strengths, what can be done differently and better.

“Of course it fits into a growth agenda, our mission and agenda at the Authority is just to grow,” said Mr Cline and he dispelled the notion that the training was done as a consequence of public complaints about the quality of service coming from his workforce. “This is part of our whole growth agenda and mission and goal, retraining, repositioning and retiring…” stated Mr Cline.

The Facilitator, Ms Theophilus, commended Mr Cline for taking the initiative to launch the training as she sees it as something that is positive and would take the BVIPA to world class level. “…and I would like to be the driving force to get the entire force of this organisation to the next level.”

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