Howard Bingham
Customer Service Representative
2 March Drive, Kingston 8,St Andrew
Summary
Enthusiastic and dedicated customer service professional with knowledge of service delivery. Solid team player with outgoing, positive demeanor and proven interpersonal communication skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Comfortable thriving in fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
Certifications
11
11
years of post-secondary education
6
6
years of professional experience
Work History
Customer Service Representative
CIBC FirstCaribbean International Bank
01.2018 - Current
- Detailed understanding of banking systems, procedures and systems (includes but not limited to ABT, ICBS, excel, On-Demand, word, access etc.) while actively promoting use of self-service delivery channels (ABM, Telephone, Internet) in order to provide convenience and choice for customers in accessing FirstCaribbean products and services.
- Commitment, ability to multi-task and results-orientation demonstrated by processing 30+ customer transactions per day, adhering to prescribed guidelines while applying keen attention to detail and supporting sales teams.
- Demonstrated enthusiasm for learning, by taking on initiative to learn about and understand products, services, new programs, systems and features along with banking procedures, guidelines and promotions to provide accurate and concise information to clients.
- Daily maintenance and update of client account details and customer information file in bank's systems.
- Utilize credit skills to manage sales opportunities from SAM tool lead generation,
- Strict adherence to all first Caribbean governance and risk mitigation/cash management policies.
- Enhance customer relationships, Identify sales opportunities ensuring that customer needs are fully met by offering suitable FirstCaribbean retail banking products and services, and providing knowledge in Cards and Consumer Finance products. Refer customers to other areas of FirstCaribbean as required to ensure their total financial needs are met.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with Sales team to achieve 1 sale in mortgage product volunteer and participating in "open house" sales opportunity in 2020 fiscal.
- Enhanced territory operations through successful cold-calling of area business leaders and establishing favorable business.
- Increased 15% loans and card products sales by offering consultation on products and services and applying customer service and upselling techniques.
- Exceeded targets for new accounts opening in 2019 and 2020 fiscal.
- Developed and delivered engaging sales presentations in morning huddles and staff meeting to convey product benefits.
- Cold-called leads and closed large number of new sales over several months.
- Created strategies to develop and expand sales of services to existing customer which resulted in significant increase in quarterly revenue, such meeting and exceeding sale of credit cards.
Customer Information Filing (CIF) Officer
CIBC FirstCaribbean International Bank
03.2016 - 11.2018
- Preparation of reports, schedules and audit queries for file management from available data given by front-line office.
- Acquired detailed knowledge and understanding of procedures governing branch operations to aid in training and providing direct Visa Cards support to retail, wealth and platinum banking team members.
- Provide exceptional quality customer service to internal clients through responding to colleagues queries via phone or email promptly.
- Portray keen organizational skill by developing efficient filing system to make updating and retrieving files easier.
- Follow policies and confidentiality dictations to safeguard data and information.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Improved operations through consistent hard work and dedication
- Carried out day-day-day validation duties accurately and efficiently at 90% proficiency
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Education
Bachelor of Science in Computing - Computing
University of Technology
Jamaica 09.2016 - Current
Associate of Science -
Jamaica College
Jamaica 09.2013 - 06.2015
High School Diploma -
Mona High School
Jamaica 09.2008 - 06.2013
Skills
Creative Problem Solving
Time Management
Strong Analytical and Problem Solving Skills
Microsoft Office Suite
Courteous with Strong Service Mindset
Verbal and Written Communication
Efficient and Detail-Oriented
Calm and Professional Under Pressure
Data Entry and Maintenance
Skilled in Customer Engagement
Customer service and care
Detailed knowledge and awareness of business process procedures
Accomplishments
- Specially recognized for maintaining customer satisfaction rating of 95% as Customer Service Representative (2019)
- Aided CIF Officer in successful implementation of guidelines for Visa Debit Card verification/shipment Procedure (2018)
- Specially recognized by the CIF Unit manager with a spot award for consistently completing tasks related to project training and testing in the pilot phase of the Visa Bizline.
- Customer Relations - Earned high praises for customer satisfaction in customer service delivery , branch-wide.
Certification
7 CSEC subjects [General proficiency]
Additional Information
Mr. Stewart Dougan
District Manager (Caribbean) at Abbott Health Care Company
Contact: (876)553-8204/(876)8177721
Dr. Dameon Black
Executive Director at Jamaica Tertiary Education Commission
Contact: (876)788-3074
Timeline
Customer Service Representative
CIBC FirstCaribbean International Bank
01.2018 - Current
Bachelor of Science in Computing - Computing
University of Technology
09.2016 - Current
Customer Information Filing (CIF) Officer
CIBC FirstCaribbean International Bank
03.2016 - 11.2018
8 CAPE subjects [Advance proficiency]
07-2015
Associate of Science -
Jamaica College
09.2013 - 06.2015
7 CSEC subjects [General proficiency]
07-2013
High School Diploma -
Mona High School
09.2008 - 06.2013