Shanique Dennis
Summary
Customer-focused professional with an extensive experience in customer service, banking, and hospitality. Proven track record of achieving high customer satisfaction, optimizing operational efficiency, and supporting financial transactions. Adept at cross-selling products, managing cash transactions, and contributing to team growth. Strong skills in relationship building, problem-solving, and administrative support.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Member Service Officer
JN Bank
04.2022 - Current
- Processed an average of 150 transactions weekly, including deposits, withdrawals, wire transfers, and bill payments, achieving 98% accuracy rate in financial transactions.
- Boosted sales of banking products by 20% through effective cross-selling strategies and understanding customer needs.
- Maintained 100% compliance with confidentiality and financial regulations while handling cash transactions.
- Facilitated foreign currency transactions ensuring smooth and error-free operations.
Customer Experience Associate
Conduent Inc. Jamaica
09.2019 - 03.2022
- Delivered outstanding customer service, achieving an average customer satisfaction score of 87% through prompt and accurate support.
- Resolved technical support tickets annually via web messenger, with an average response time of under 20 minutes.
- Consistently met performance metrics by maintaining a call resolution rate of 90% on first contact, contributing to increased client retention.
Operational Intern
Sandals Resorts International (Beaches Ocho Rios)
09.2018 - 12.2018
- Screened resumes and referred qualified candidates for the Hospitality Training Programme, streamlining the hiring process
- Assisted in the onboarding of new employees, ensuring smooth integration and training compliance.
- Prepared and distributed daily communications to staff members, increasing operational awareness and efficiency.
Tourism Intern
Jamaica Promotions Corporation
08.2017 - 08.2017
- Updated client records in the Customer Relationship Management (CRM) system, reducing outdated data
- Composed and managed client communications per month, resulting in an increase in appointment confirmations.
- Organized office files and documents, reducing retrieval time through improved filing systems.
Education
BSc. Tourism Management - Tourism
University of The West Indies
Kingston, Jamaica11.2019
Skills
- Customer Service & Engagement
- Financial Transactions
- Administrative Support
- Live chat support
Certification
- Quality Analyst (BPO), 04/2020, HEART Trust NTA
- Customer Engagement Operations Level 2, 04/2020, HEART Trust NTA
Timeline
Member Service Officer
JN Bank
04.2022 - Current
Customer Experience Associate
Conduent Inc. Jamaica
09.2019 - 03.2022
Operational Intern
Sandals Resorts International (Beaches Ocho Rios)
09.2018 - 12.2018
Tourism Intern
Jamaica Promotions Corporation
08.2017 - 08.2017
BSc. Tourism Management - Tourism
University of The West Indies
Similar Profiles
Tess-Ann ThompsonTess-Ann Thompson
Member Service Representative at JN BankMember Service Representative at JN Bank
Christina Sherriff-KennedyChristina Sherriff-Kennedy
Client Relationship Officer at JN BankClient Relationship Officer at JN Bank
Andre CampbellAndre Campbell
IT Contractor at JN BankIT Contractor at JN Bank