STEPHAINE CLARKE
Lot 804 Grenada Courts, Cornwall Courts,St. James
Summary
An established professional with over 29 years of experience in retail banking who has a passion for the delivery of excellent customer service. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Service Quality Manager
National Commercial Bank Ja. Ltd
11.2017 - 11.2021
- Oversee and track customer flow and activities to ensure customer satisfaction
- Constantly review the operating process of the Branch and identify opportunities to enhance Customer experience
- Analyze the outcomes of the branch customer Surveys, identify areas for improvement and Implement strategies to improve
- Monitoring of the Suspense accounts to ensure Accounts are being used for the intended Purposes and that outstanding balances are Cleared within a timely manner
- Prepare the annual budget, tracks and reports On variances
- Liaise with external and internal service Providers such as security and maintenance Contractors to minimize the level and length Service interruptions.
Head of Customer Service
National Commercial Bank Ja Ltd
06.2008 - 11.2017
- Manage customer service delivery at branch, assist in training, organizing, developing and controlling service providers in order to ensure smooth running/operation of unit.
Officer in Charge
National Commercial Bank Ja Ltd
09.2005 - 06.2008
- Supervise customer service delivery at unit except for loan queries and transactions
- Assist in training and development while ensuring smooth running/operations of unit.
- Handled administrative requirements, maintained records and submitted operational reports.
- Enhanced team performance through consistent coaching and mentorship of junior personnel.
Senior Administrative Officer
National Commercial Bank, NCBJ
01.2005 - 09.2005
- Organize, plan and monitor business support operations of branch to ensure compliance
- Participate in branch’s annual budget/business Plan to achieve objectives.
Cashiers’ Supervisor
National Commercial Bank Ja. Ltd
06.2003 - 01.2005
- Supervise and monitor tellers ensuring that customers are adequately served
- Train and assist in the development of staff.
- Submitted reports to senior management to aid in business decision-making and planning.
- Mentored team members to enhance professional development and accountability in workplace.
Education
Bsc. Management Studies -
University of The West Indies
04.2008
Obtained passes in C.X.C -
Westwood High School
01.1991
Skills
- Proficiency with Microsoft Word & Excel
- Staff Development
- Customer Service
- Problem Solving
- Communication
- Leadership
Functional Expertise
Experienced in day-to-day management of personnel, training and supervision.
Career Highlights And Accomplishments
- In the last branch audit report there was significant improvement in the area of account documentation, the branch received a grade of very good, a first for the branch in several years.
- Implemented assigned customer service representatives for the opening of accounts to enrich the customer’s experience. This was an initiative which was introduced at the branch level before the Bank implemented across the Bank Network.
- Through strong relationship banking with the business community I was instrumental in growing the deposit portfolio for the branch.
Timeline
Service Quality Manager
National Commercial Bank Ja. Ltd
11.2017 - 11.2021
Head of Customer Service
National Commercial Bank Ja Ltd
06.2008 - 11.2017
Officer in Charge
National Commercial Bank Ja Ltd
09.2005 - 06.2008
Senior Administrative Officer
National Commercial Bank, NCBJ
01.2005 - 09.2005
Cashiers’ Supervisor
National Commercial Bank Ja. Ltd
06.2003 - 01.2005
Bsc. Management Studies -
University of The West Indies
Obtained passes in C.X.C -
Westwood High School
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