I am committed to driving excellence while actively pursuing opportunities for professional growth and development. I thrive in collaborative environments where creativity and strategic problem-solving lead to impactful outcomes.
Overview
5
5
years of professional experience
Work History
Collections Officer - Client Credit Management
CIBC Caribbean
New Kingston
04.2024 - Current
Managed high-volume inbound and outbound calls to delinquent customers, using dialers and manual dialing.
Provided detailed, factual information to personal and business banking clients regarding their credit and debit accounts.
Maintained accurate logs of all customer service activities in the system, ensuring proper record-keeping for investigations.
Obtained complete information from customers, verified facts, and solicited payment commitments.
Investigated customer issues using internal systems (ICBS, TSYS) and provided factual resolutions.
Handled pre-authorized treatments for delinquent accounts, referred cases to the appropriate teams for processing, and escalated unresolved issues to management.
Adhered to service level agreements, productivity standards, and operational policies governing the department.
Ensured compliance with the bank's policies, operational standards, and collection procedures.
Developed skills through continuous learning, attending training specific to the role.
Assistant Team Lead -Underwriting
Marathon Insurance Broker
09.2023 - 02.2024
Assist clients with the renewal and issuing of insurance policies
Assess and evaluate the risks associated with insurance policies
Prepare monthly budget.
Engagement Specialist
Startek Inc
09.2019 - 04.2023
Handled emails and calls with great time management, efficiency and customer satisfaction
Assisted both new and tenured colleagues in maneuvering the system and building their job knowledge
Displayed high levels of patience and empathy in effectively diffusing escalated situations all while always remaining professional
This resulted in an increased FCR.
Human Resource Assistant
ODPEM
08.2019 - 09.2019
Provided payroll information
Welcomed new employees to the organization
Conducted Orientations twice per week for new hires
Maintained employee's confidence and protects operations by keeping human resource information confidential.
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA