Desna Lightbody, a symbol of success in Ja’s outsourcing sector
Published:Tuesday | April 8, 2025 | 12:05 AMAlbert Ferguson/Gleaner Writer
WESTERN BUREAU:
After 35 years of working in the business processing outsourcing (BPO) sector at the Montego Bay Free Zone in St James, 54-year-old customer service representative Desna Lightbody has established an extraordinary legacy.
Her legacy, which started as an 18-year-old typist in data exports, has escalated to the level where two of her daughters, who were born after she joined the sector, have now followed in her footsteps into the sector, with one now serving as a supervisor the Conduent establishment.
“I started in the zone when I was about 18 years old,” said Lightbody, who hails from the community of Melbourne in Montego Bay, as she reflected on the humble beginnings of her journey working in the Montego Bay Free Zone, which at that time featured several companies operating within the 665,000 square feet of productive space.
With the Montego Bay Free Zone now celebrating its 40th anniversary as a leading player in Jamaica’s BPO sector, Lightbody is an integral part of that extraordinary history, as she is now the longest-serving employee.
Lightbody’s involvement in the sector, which is marked by dedication, innovation, and a commitment to excellence, has been quite fulfilling for her, as it has not only elevated her living conditions and career, but also helped her showcase the potential and talent within Jamaica.
EXPLORING UNCHARTERED WATERS
Having started as a typist in data exports, she quickly recognised the potential for growth in the industry. When telemarketing emerged in Jamaica, Lightbody stepped up to the challenge, becoming one of six pioneering students at Kenilworth Heart Academy, Hanover, to explore this uncharted territory.
Lightbody’s foresight and willingness to embrace new opportunities has set her apart, allowing her to make significant strides, just like the pioneering spirit and dedication that helped in shaping the industry’s landscape, highlighting her remarkable ability to adapt and innovate.
“It is a good feeling being honoured as the longest-serving employee today. I’m very excited for this award, especially because working within this zone has been a fulfilling journey,” Lightbody told The Gleaner, after collecting her award from Winston Dear, a former chairman of the Montego Bay Free Zone.
Asked if she has ever had any second thoughts about working in the Montego Bay Free Zone, Lightbody all but smiled away the question.
“I’ve never had any regrets in doing it. I have two daughters right now who are in the same sector,” she proudly stated. “This is my bread and butter; this is what makes me who I am. This is where I work to care for my daughters. One of my daughters works with Conduent as a supervisor.”
A JOY HELPING PEOPLE
Lightbody said her decision to continue working within the Montego Bay Free Zone is driven by the comfort and joy she gets from satisfying customers and meeting goals.
“Helping people and seeing satisfied customers is my passion,” said Lightbody, whose current role includes mentoring others to attain the excellence which has been the hallmark of her work over the years.
Lightbody sees the 17 years she spent at E-Services under the guidance of the late Patrick Casserly as the defining period in her professional life, as it allowed her to fine-tune her leadership skills, which she now utilises as a customer service representative at Continuum.
“Back in the day, people used to turn up their noses, looking down on the Free Zone as a ghetto place to work,” said Lightbody, who believes the sector has proven itself to be a viable stepping stone for young people to build their careers and achieve financial independence.
“My advice to young people out there is this: for those who can’t get a job in their prepared field of training, this is the starting point. Take advantage of the opportunities available in the BPO space and work your way towards your lifelong career choice,” she said.