Shelly-Ann Blagrove
10 Corletts Road P.O Spanish Town
Summary
Dynamic and motivated professional with finely-tuned analytical skills and a proven record of generating and building relationships. I am able to manage projects from concept to completion and is dedicated to expanding subject knowledge and workplace competencies through continuing research and training. Resolving issues and remaining passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support through proficiency and dedication to customer service best practices is my major professional goal. I remain committed to maintaining professional relationships to increase profitability and drive business results. Using independent decision-making skills, strong leadership qualities, problem-solving, as well as multitasking abilities and sound judgment to positively impact company success and organizational efficiency
Overview
9
9
years of professional experience
1
1
Certification
Work History
Collections agent
NATIONAL COMMERCIAL BANK
07.2021 - Current
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Maintained high volume of calls
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked with customer to create debt repayment plan based on current financial condition.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Established relationships with customers to encourage payment of delinquent accounts.
Branch Service Representative
NATIONAL COMMERCIAL BANK
02.2017 - 07.2021
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Processed customers' deposits, transfers and cash withdrawals.
- Managed branch vault and cash supply to keep appropriate level of currency on hand.
- Cross-sold products such as consumer loans by listening to customers and understanding needs.
- Helped customers effectively navigate bank technology such as kiosks and ABM.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences..
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about processes and support policies and procedures.
Dispatch and fault management technician
ERICSSON DISPATCH CENTRE
09.2014 - 09.2016
- Coordinate with internal and external parties to support Field Operations
- Provide direct administrative support for the Field Operations Team
- Track and produce KPI’s on Field Operations performance
- Prepare reports for the Technical Management on status of Field Operations projects on a periodic basis
- Use analytical skills to determine issues and trend to Technical and operational management and provide suggestions to increase productivity and shorten length/cost of projects
- Gather and collate data to facilitate reporting, and resolution of projects as assigned by Head of Field Operations
- Call customer to set up appointments for technician to visit.
- Performed troubleshooting and diagnosis on malfunctioning equipment remotely.
- Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
Education
Chartered Financial Analyst Certification. - CFA ® Program Participant (Level 1)
CFA Institute
02.2024
Bachelor of Science - Business Management - Marketing
University of The West Indies
Jamaica 06.2023
Skills
- Technical Skills
Negotiation Skills
Proficient in use of Microsoft Office
Sales Ability and Persuasiveness
Debt Management
Fair Debt Practices
Collections Processing
Delinquent Account Management
- Personal Effectiveness
- Individual Contributor
Teamwork
Planning and Priority Settings
Goal Orientation
Digital Literacy
Complaint Resolution
Analysis and Problem Solving
Resilience and Stress Tolerance
Innovation and Adaptability
Certification
- Fundamental of digital marketing certificate-Google digital garage
- Meta Marketing Analytics Professional Certificate -Facebook blueprint/Coursera
- Digital Marketing, Content marketing and social media marketing certificate -Hubspot Academy
- Communicative competence in Spanish certificate -Spanish Matters Jamaica
- Project management certificate -University of the West Indies -Open Campus
Languages
English
Native language
Spanish
Intermediate
B1
Additional Information
References available upon request
Timeline
Collections agent
NATIONAL COMMERCIAL BANK
07.2021 - Current
Branch Service Representative
NATIONAL COMMERCIAL BANK
02.2017 - 07.2021
Dispatch and fault management technician
ERICSSON DISPATCH CENTRE
09.2014 - 09.2016
Chartered Financial Analyst Certification. - CFA ® Program Participant (Level 1)
CFA Institute
Bachelor of Science - Business Management - Marketing
University of The West Indies
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