Flow Jamaica’s Alicia Tucker walked away with top honours as the B2B service support officer was awarded the Consumer Advisory Committee on Utilities (CACU) Customer Service Distinction award.

Tucker, who plays a key role in supporting Liberty Business clients, was one of seven Flow team members nominated directly by customers. Nominees were recognised for their ability to resolve customer concerns effectively, maintain strong working relationships, and demonstrate a clear dedication to elevating the overall customer experience.

Honoured by the ceremonial recognition held at the Jamaica Pegasus Hotel on Wednesday (November 26), Tucker shared that her approach to customer care is rooted in genuine compassion. 

“I am inspired by a strong sense of understanding and empathy,” she said. “We all appreciate good customer service, and when placed in a position to deliver that service, I believe it is essential to treat others in the same manner I would hope to be treated. Taking the time to understand a customer’s situation can transform even the most challenging interactions, helping to build trust and create a positive experience.”

Joining Tucker among Flow’s distinguished nominees were customer service agents Anna-Kay Coward and Yashemabeth Walker, operations associate manager Kenroy Bartley, and technicians Omar Simpson, Oneil Livermore, and Leo Martin, who was the first runner-up for the top award.

These nominations reflect the growing impact of Flow’s customer-first strategy.

Over the past two years, the company says it has deepened its investment in customer experience by enhancing employee training, introducing smart digital support tools, and refining internal processes to ensure faster, more intuitive service at every touchpoint.

Tucker added that the values driving great customer service are universal across the company.

“Taking a customer-centric approach requires patience, humility, and respect in both our work and our interactions. When we embrace these values, we strengthen our relationships with our customers and ensure that every customer feels valued and supported.”

Flow remarked that it continues to prioritise the people it serves, guided by employees who lead with heart, empathy, and a passion for creating meaningful customer experiences. Tucker’s recognition stands as a proud reflection of that commitment and a reminder that exceptional service begins with commitment, connection, and care.