Tina-Kaye Manasseh Dacosta
Kingston
Summary
Experienced with diagnosing and resolving problems efficiently. Utilizes strong communication skills to provide clear guidance and support to users. Knowledge of system maintenance and software troubleshooting ensures optimal performance, smooth operations and user satisfaction.
Overview
20
20
years of professional experience
Work History
Business Process Support Analyst
First Global Bank
11.2023 - Current
- 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
Documentation Specialist
JCCUL
05.2023 - 10.2023
- 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
Test Lead
First Global Bank
11.2020 - 05.2021
- 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
Documentation Specialist
Students’ Loan Bureau
11.2018 - 03.2019
- 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
Remote Teller Supervisor
First Global Bank
01.2016 - 07.2017
- 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
Senior Operations Support Officer
First Global Bank
01.2010 - 12.2015
- 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
Operations Relief Supervisor
First Global Bank
05.2008 - 12.2009
- 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 Service Representative
First Global Bank
01.2005 - 04.2008
- 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
Human Resource Assistant
First Global Bank
09.2004 - 12.2004
- 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
Education
Master of Science - Human Resource Development
University of West Indies, Mona
Kingston, Jamaica01.2012
Bachelor of Science - Psychology
University of West Indies, Mona
Kingston, Jamaica01.2004
Skills
- Support ticketing systems
- User and Application support
- System standards documentation
- User account management
- Client and Operational Support services
- Organizational skills
- Interpersonal skills
- Incident management
- Recordkeeping skills
- Data entry
- Documentation and reporting
- Problem-solving
- Attention to detail
- Issue and resolution tracking
- User training
Timeline
Business Process Support Analyst
First Global Bank
11.2023 - Current
Documentation Specialist
JCCUL
05.2023 - 10.2023
Test Lead
First Global Bank
11.2020 - 05.2021
Documentation Specialist
Students’ Loan Bureau
11.2018 - 03.2019
Remote Teller Supervisor
First Global Bank
01.2016 - 07.2017
Senior Operations Support Officer
First Global Bank
01.2010 - 12.2015
Operations Relief Supervisor
First Global Bank
05.2008 - 12.2009
Customer Service Representative
First Global Bank
01.2005 - 04.2008
Human Resource Assistant
First Global Bank
09.2004 - 12.2004
Master of Science - Human Resource Development
University of West Indies, Mona
Bachelor of Science - Psychology
University of West Indies, Mona
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Almost everything worthwhile carries with it some sort of risk, whether it’s starting a new business, whether it’s leaving home, whether it’s getting married, or whether it’s flying into space.
Chris Hadfield
Training
- Fundamentals of the Financial Services Sector (2008) – The Jamaica Institute of Bankers
- Quality Advantage (2007) - Customer Service Academy of Jamaica
- Achieving Success through Service Excellence (2006) – Customer Service Academy of Jamaica
- Principles of Banking (2005) – Caribbean Integrated Financial Services Limited
- Anti-money Laundering (2005) - The Jamaica Institute of Bankers
BANKING PROFESSIONAL
- COMMITMENT — EXCELLENCE — RESULTS
- Meticulous and results-oriented with sound analytical and problem-solving skills
- Self-motivated and committed team player with commendable leadership qualities & strong interpersonal skills
- Eager, focused and fast learner with commendable organizational and multi-tasking abilities
- High level of initiative with commendable independent judgement
- Flexible and resilient and also able to handle constant change
- Customer-centric, aiming to consistently meet and exceed client expectation and satisfaction
- Multiple awards for stellar performance:
Hobbies
My hobbies are reading, doing puzzles, playing board games, watching movies and exercising. My hobbies are primarily geared at providing me with mental stimulation and stress reduction.
Awards
Peer Award (2007) - Appreciation of Extraordinary Assistance to Fellow Co-Workers, Star Performer (2007) - In Recognition of Outstanding Performance, Service Excellence Award (2008) - In Recognition of the Delivery of Service Excellence, Five Star Service Award (2009) - In Recognition of the High Level of Service
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