SHERMAINE HIBBERT
JAMAICA
Summary
Results-driven professional with a knack for solving problems globally. I'm looking for an exciting global technical or problem-solving role where my skills in service delivery, and experience in working with diverse teams can help the organization thrive. Customer-oriented team player, determined and experienced in mentoring and challenging team members to meet and exceed company goals while building profits and client generation.
Overview
12
12
years of professional experience
Work History
Offsite Merchant Support Officer
National Commercial Bank Jamaica Ltd
07.2013 - 01.2020
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Prepared and submitted detailed reports regarding assignments and ongoing investigations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Improved system efficiency by optimizing software configurations and troubleshooting hardware issues.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing systems.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Successfully transitioned to remote work since the COVID-19 pandemic.
Customer Care Agent
National Commercial Bank Jamaica Limited
02.2008 - 06.2013
- Serving as a Corporate Internet Banking Specialist assisting executives and CEOs of varying organizations resolve their issues.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Conducting Quality Assurance Testing for Internet Banking Upgrades whenever upgrades are completed.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Streamlined communication channels for improved efficiency within the customer care team.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Collaborated with cross-functional teams to identify and address recurring customer concerns.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Mentored new hires on company policies, procedures, and best practices in providing exemplary customer support.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Resolved concerns with products or services to help with retention and drive sales.
Education
BBA - Marketing, Human Resource Management
University of Technology
Jamaica05.2007
Skills
- Interpersonal skills
- Attention to detail
- Team collaboration
- Communication
- Problem-solving
- Critical Thinking
- Active listening
- Planning and Organizing
- Time Management
Accomplishments
- Customer Care Agent of the Year, National Commercial Bank Jamaica Ltd 2011
- Customer Care Agent of the Year, National Commercial Bank Jamaica Ltd 2012
- Top Service Officer, Payment Services Division National Commercial Bank Jamaica Ltd 2013/2014
- Top Support Officer (Offsite) Payment Services Division, National Commercial Bank Jamaica Ltd 2018/2019
- Merchant Support Officer of the Year, Payment Services Division National Commercial Bank Jamaica Ltd 2019/2020
Additional Information
- EXTRACURRICULAR ACTIVITIES , Vice-President, Payment Services Division Social Club, National Commercial Bank Jamaica Ltd 2017 President, Payment Services Division Social Club, National Commercial Bank Jamaica Ltd 2018, AWARDS RECEIVED , Customer Care Agent of the Year, National Commercial Bank Jamaica Ltd 2011
Languages
English
Native language
Spanish
Elementary
A2
Timeline
Offsite Merchant Support Officer
National Commercial Bank Jamaica Ltd
07.2013 - 01.2020
Customer Care Agent
National Commercial Bank Jamaica Limited
02.2008 - 06.2013
BBA - Marketing, Human Resource Management
University of Technology
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