SHANIQUE DENNIS
Summary
Results-driven professional with extensive experience in customer service and support within dynamic environments. Proficient in inquiry resolution, account management, and relationship building. Strong communicator skilled in multi-tasking and enhancing client satisfaction through effective documentation and structured processes.
Overview
7
7
years of professional experience
Work History
Member Service Representative
JN Bank Ltd.
04.2025 - 09.2025
- Opened an average of 8 customer accounts, ensuring regulatory compliance.
- Resolved transaction discrepancies and account concerns, documenting timely outcomes.
- Conducted daily teller audits, confirming accurate balancing for assigned tellers.
- Streamlined back-office processes by managing records and updating internal systems.
Member Service Officer
JN Bank Ltd.
04.2022 - 03.2025
- Achieved 98% accuracy in processing over 150 weekly financial transactions.
- Increased banking product sales by 20% through targeted client engagement strategies.
- Conducted regular follow-ups to maintain customer satisfaction and reduce churn.
- Updated customer profiles consistently to enhance service and relationship management.
Customer Experience Associate
Conduent Inc.
09.2019 - 03.2022
- Resolved 1,000+ technical support tickets annually with 90% first-contact resolution.
- Achieved 87% customer satisfaction score through timely and empathetic service delivery.
- Collaborated with teams to escalate and resolve critical service issues effectively.
- Adapted to frequent changes in processes within a high-volume support environment.
Operational Intern
Sandals Resorts International
09.2018 - 12.2018
- Streamlined hiring by screening candidates
- Enhanced internal communication through daily operational bulletins
Education
Bachelor of Science - Tourism Management
University of The West Indies
Kingston11.2019
Skills
- Administrative & Operational Support
- Customer Relationship Management
- Account Opening & Modifications
- Live Chat & Technical Support
Additional Information
Certifications:
- Quality Analyst (BPO), 2020 - HEART Trust NTA
- Customer Engagement Operations Level 2, 2020 - HEART Trust NTA
Timeline
Member Service Representative
JN Bank Ltd.
04.2025 - 09.2025
Member Service Officer
JN Bank Ltd.
04.2022 - 03.2025
Customer Experience Associate
Conduent Inc.
09.2019 - 03.2022
Operational Intern
Sandals Resorts International
09.2018 - 12.2018
Bachelor of Science - Tourism Management
University of The West Indies