Shanni Wilson
CUSTOMER SERVICE OFFICER
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About
Commercial bank providing banking, investment, and retirement services
Experience
Customer Service Officer (Acting) at CIBC First Caribbean International Bank (2023-06 – 2026-06)
Commercial bank providing banking, investment, and retirement services
- Enhanced fee and charge collection efficiency to boost branch revenue.
- Utilized knowledge of the bank's core systems (ICBS and TSYS), credit products, and bank operations, to successfully engage and cross sell products to customers.
- Expedited account opening, closing, and routine transactions, for personal banking customers.
- Promoted customer loyalty by applying CIBC customer service processes to address customer queries and resolve issues in a timely manner.
- Managed the replacement of Visa Debit cards, ensuring swift issuance to customers.
- Managed the processing and balancing of debits and credits efficiently, maintaining financial accuracy and regulatory compliance.
- Increased productivity of team by training and orienting junior staff on the bank's policies and procedures.
Clerical Officer at National Water Commission (2020-03 – 2023-01)
Government owned water supply and wastewater service provider
- Maintained a current filing system enabling efficient retrieval of records.
- Ensured accurate cash management in compliance with company procedures.
- Routed telephone queries quickly to the relevant officers and departments.
Team Leader, Sales Representative at Global Services Contact Centre (2018-11 – 2019-09)
Provider of business processing outsourcing services
- Coached and trained team members to meet weekly targets.
- Utilized thorough product and services knowledge to engage customers and promote and provide relevant sales solutions.
Clerk at National Land Agency (2018-06 – 2018-07)
Clerk at Spanish Town Hospital (2017-06 – 2017-07)
Education
Asc Degree in Business Studies – Portmore Community College (2026)
BSc in Business Administration/Human Resource Management – Portmore Community College (2028)
Caribbean Secondary Examination Certificate (CSEC) in 6 Subjects – English Language, English Literature, Principle of Business, Principle of Accounts, Religious Education, Home Management – Bridgeport High School (2016)
