Nakita Ferguson
Banker
Angels Inn Drive, Spanish Town,St. Catherine
Summary
Goal-driven professional well-versed in managing diverse customer needs with speed and efficiency. Maximizing satisfaction and revenue through hands-on service and support, knowledgeable product recommendations and persuasive communication skills.
Overview
16
16
years of professional experience
Work History
Platinum Banking Associate
CIBC FirstCaribbean International Bank
04.2016 - Current
- Proactively initiated, and supported external business development activities.
- Monitored local competitors and reported any competitive challenges to the unit's Relationship Manager. Along with making recommendations to further improve the unit's competitive position.
- Provided operational/administrative support by reviewing high risk files, preparing action plans, tracking sales received, reporting on results, monitoring referrals to the Relationship Manager.
- Supported the Relationship Manager with overseeing the portfolio of high net worth clients to achieve growth, retention and continued profitability.
- Ensured all credit operational risk policies were adhered, analyzed applications, and mitigated risks prior to the submission of credit facilities.
- Acted in the capacity of Relationship Manager in the Platinum Banking unit; which saw continued support to the Branch Manager of the New Kingston branch, in maintaining high net worth client relationships, while increasing the portfolio to attain 96% of sales target in 2019 and again in 2023, exceeding the previous achieved target in 2019 by 10%.
- Frequently called upon to aid in peer support training of new sales specialists, to maximize performance, efficiency and compliance in the areas of customer service, lending and risk management.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Gained strong leadership skills by managing internal projects from start to finish.
- Proved successful working within tight deadlines in a fast-paced environment.
- Participated in various testing forums, for each rollout phase of the bank's products (Visa debit/credit chip, tap and pin cards, internet banking, go-green statement solutions and internal lending technical applications to name a few).
Customer Service Officer
CIBC FirstCaribbean International Bank
08.2013 - 03.2016
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly, retaining customer satisfaction.
- Cross trained in the Technology Department aiding in testing protocols on incoming banking systems/tools.
- Facilitated client interviews, personal and business account opening, local and international wire transfers.
- Completed Anti Money Laundering/Compliance periodic reviews, which included managing and updating the New Kingston Branch's list of high risk clients, assuring 100% compliance.
Customer Service Representative
CIBC FirstCaribbean International Bank
07.2010 - 07.2013
- Maintained 100% customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Supported Customer Service Officers with reviewing newly activated dormant account files for all KYC documentations, while adhering to CIBC FirstCaribbean's compliance guidelines.
- Assisted Customer Service Officers with local and international wires transfers, while completing sales projects of onboarding customers for new accounts, other financial products and pre-approved credit cards.
- Created workbook used to track client's return mail, and conducted weekly updates.
- Monitored and created monthly lunch rosters for Customer Service Representatives.
Heart Trainee
CIBC FirstCaribbean International Bank
03.2008 - 06.2010
- Increased training efficiency by working closely with supervisor and coworkers, asking questions, and giving honest, detailed feedback.
- Completed varied financial reports on a daily basis.
- Managed front desk duties; whilst completing operational administrative assignments with branch’s Operations Department.
- Shadowed senior team members to learn all related jobs.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
Customer Care Representative
Accent Marketing Jamaica Limited
10.2007 - 01.2008
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with 100% retention and drive sales.
- Collaborated with team members to stay current on best practices and policies.
Education
MBA - TBA
IU International University of Applied Sciences
Erfurt, Germany 09.2025
Professional Certificate - Project Management
GOOGLE Project Management
COURSERA (Online)03.2024
Certificate - Project Management Principles & Practices
The University of California
Irvine, CA (COURSERA Online)04.2019
Bachelor of Arts - Global History, Minor- Philosophy
University of The West Indies
Mona, St. Andrew 09.2007
Skills
- Problem solving
- Multitasking
- Ability to mitigate and qualify risks
- Business Development
- Debt Restructuring
- Experienced user in Microsoft Office and various financial network applications
- Mortgage Lending
- Cross-selling Products
- Anti-Money Laundering
- Risk Management
- Sales Employee Peer Training
- Customer Relationship Management
- Operations Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References
- Available upon request.
Quote
The best way out is always through.
Robert Frost
Timeline
Platinum Banking Associate
CIBC FirstCaribbean International Bank
04.2016 - Current
Customer Service Officer
CIBC FirstCaribbean International Bank
08.2013 - 03.2016
Customer Service Representative
CIBC FirstCaribbean International Bank
07.2010 - 07.2013
Heart Trainee
CIBC FirstCaribbean International Bank
03.2008 - 06.2010
Customer Care Representative
Accent Marketing Jamaica Limited
10.2007 - 01.2008
MBA - TBA
IU International University of Applied Sciences
Professional Certificate - Project Management
GOOGLE Project Management
Certificate - Project Management Principles & Practices
The University of California
Bachelor of Arts - Global History, Minor- Philosophy
University of The West Indies
References
- Available upon request
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