Tina-Kaye Manasseh Dacosta

• General and specialized Operational and Project support
• Monitored, supported and resolved customer-facing issues arising from transaction processing
• Monitored, supported and resolved end-users issues related to various desktop applications

• Identification and documentation of key workflow processes and procedures to ensure implementation and compliance
• Observed and interviewed employees to acquire information and accurately document workflow processes and procedures
• Developed comprehensive process flow charts for use in training manuals to facilitate staff learning and development
• Assisted in the preparation of operational procedures and training manuals

• Supported and co-ordinated business and functional requirements for the provision of system testing through the identification, definition and execution of the required tests on the test coverage matrix
• Assumed, coordinated and monitored all system test related activities in support of the requirements for the provision of new and updated systems - prepared test matrices, test cases and test scripts; and maintained the issues/variance logs
• Participated in test execution, problem-solving analysis and the documentation of test results
• Completed functional (UNIT), integration (SIT), acceptance (UAT) and regression testing to ensure appropriate test coverage
• Liaised with application vendors and/or developers to ensure the desired solution is delivered
• Identified and coordinated areas for re-testing for the resolution of defects and issues
• Compliant with defined processes on the preparation and escalation of defects
• Reviewed and prepared procedures
• Designed user manuals and training documentation in support of the new/upgraded system
• Delivered end-user training in support of the new/upgraded system
• Reviewed project documents to ensure completeness of test execution and compliance with quality assurance standards
• Documented the Test Completion Report
• Applied business process reengineering methodologies to improve efficiencies and create lean processes
• Provided function support as a Business Process Support Officer (refer to the position Senior Operations Support Officer for the functions performed)
• Key Accomplishments:
• Provided coaching and encouraged learning and development for my team members based on knowledge garnered from my prior project experiences
• Provided support, problem analysis and resolution for application issues
• Provided quality assurance analysis, support and test execution on assigned projects

• Identification and documentation of key workflow processes and procedures to ensure implementation and compliance
• Observed and interviewed employees to acquire information and accurately document workflow processes and procedures
• Developed comprehensive process flow charts for use in training manuals to facilitate staff learning and development
• Assisted in the preparation of policies, operational procedures and training manuals
• Key Accomplishments:
• Identified exceptions to standard processes and assisted in the identification of continuous improvement initiatives in procedural enhancements

• Provided supervision and guidance to the team of remote tellers in the Remote Teller Centre
• Monitored and approved transactional requests initiated at the video teller machines
• Monitored and ensured compliance to company’s policies and procedures related to the governance of processing of transactions remotely via monthly training discussions with the staff
• Assisted in and supported the identification of continuous improvement initiatives for procedural enhancements related to the remote functions
• Scheduled tellers to ensure appropriate staffing levels especially during peak periods of the day and the month
• Monitored the cash holdings in the teller machines
• Reviewed and approved transactional requests initiated by other units in the Operations Department
• Assisted with the management, delivery and any required resolution of back-office functions related to the processing of drafts, manager's cheques and domestic and international funds transfers
• Maintained dual custody of working supplies of negotiable instruments and other controlled items
• Assisted with the management and resolution of outstanding reconciliation items on the respective Bank Settlement Clearing accounts
• Key Accomplishments:
• Provided coaching and encouraged development and training to the remote tellers to facilitate cross-functional job rotation in the Operations Department
• Reduced teller mistakes by60% through frequent feedback, bite-size training and the implementation of a reward system to motivate the staff

• General and specialized Operational and Project support
• Monitored, supported and resolved customer-facing issues arising from transaction processing
• Monitored, supported and resolved end-users issues related to various desktop applications
• Participated in the Project Management Office (PMO) through test script development, execution and reporting via user acceptance testing (UAT), post-implementation support and the development of training materials as required for the following:
• Core banking system -> RIBS Upgrade (2010)
• Banking platform/system that housed online banking transaction processing -> Alchemy PPS (2010)
• Cheque printer platform configuration (2010)
• Banking platform that facilitated the transmission of electronic files and cheque images to other local banks -> PepBank migration to PayBank (2010)
• Banking platform that facilitated the transmission of electronic transaction messages to overseas and local banks -> SWIFT / RTGS Implementation (2011)
• Debit card migration -> Visa Debit Card Implementation (2012)
• Designed processes to minimize the risk of revenue leakage, fraud, forgeries and operational losses
• Frequent distribution of process reminders and updates via conducting bite-size training or creative advisories related to commonly made errors
• Reclassification of Staff Bank Records for Ex-Staff members
• Documentation Lead in the preparation of policies, operational procedures and training manuals
• Provided training in new procedures and technologies
• Key Accomplishments:
• Provided coaching and encouraged development and training to my team members based on knowledge garnered from my project experiences
• Developed and disseminated creative quick reference sheets related to frequently received queries coming in from the branch users
• Facilitated the development and improvement of the bill payment platform to perform payment account validation related to frequently received queries coming in from the customers

• Provided supervision and guidance to the team of tellers at the branch location assigned
• Monitored and approved transactional requests
• Monitored and ensured compliance to company’s policies and procedures related to the governance of processing of transactions
• Maintained custody of working supplies of negotiable instruments and other controlled items
• Monitored the Branch’s cash holdings
• Ensured source documents collected, filed as prescribed and dispatched to relevant departments
• Key Accomplishments:
• Provided support, problem analysis and resolution to internal and external customers for application issues through dual participation in the User Support Analyst role

• Customer liaison assisting with transactions and escalations
• Maintained custody of working supplies of negotiable instruments and other controlled items
• Executed and verified procedures to ensure appropriate records are maintained and transmitted, promptly
• Monitored the Branch’s cash holdings
• Ensured source documents collected, filed as prescribed and dispatched to relevant departments
• Ensured service fees are collected and credited to the respective General Ledger accounts
• Cross-sold the FG Group’s Products and Services
• Identified and escalated breaches in internal control
• Key Accomplishments:
• Developed and disseminated quick reference templates (within my team) related to frequently received transactions from regular customers
• Demonstrated stellar performance and service through my low discrepancy (error) rate related to the processing of customer requests/transactions
• Delivered quality service by establishing goals, and implantation of plans to achieve high-quality deliverables within expected timeframes
• Involved in project execution -> performing ATM Transactions reconciliation through verification

• Day-to-Day operational support and assistance
• Supported human resources processes by administering tests, scheduling appointments, conducting orientation, maintaining records, scheduling training and helping to coordinate staff events
• Scheduled examinations by coordinating appointments
• Welcomed new employees to the organization by conducting orientation
• Maintained employee information by entering and updating employment and status-change data
• Provided administrative support by entering, formatting, and printing information and documentation
• Answered the telephone, relayed messages and maintains equipment and supplies
• Maintained employee confidence and safeguarded operations by keeping human resource information confidential
• Maintained quality service by following organization standards

Minors: Human Resource Development and Sociology