CRYSTILLE SMART

Results-oriented and impact-driven Service Quality Official with over 4 years of leadership experience at Republic Bank Limited. Known for designing and executing service strategies that drive measurable improvements in customer experience, internal engagement, and operational excellence. Recognized by executive leadership, including the President and GM of Human Resources- for innovations in service culture. Proven ability to lead strategic initiatives, build cross-functional alignment, and deliver performance outcomes. Currently seeking advancement to Supervisor II- Customer Care Official to continue strengthening service delivery across the organization.

• Executive recognition, Commended by the President and GM HR for initiatives such as At Your Service newsletter and the Hybrid Mystery Shopper Program.
• Strategic Service Delivery Roadshow, Boosted SSD service delivery rating through a service delivery roadshow aligned with corporate objectives.
• Operational Excellence, led reduction of high-risk wire transfer rejections by 76% via a partnership with ATS-Wires team.
• Acting Supervisor Experience, Held acting roles in Internet Banking and Supervisor II Customer Care, managing daily escalations, team oversight, and service ownership.
• New Structure relaunch, designed and implemented a new Customer Care structure, endorsed by the GM and activated prior to maternity leave in 01/25, ensuring continuity and enhanced role clarity.

• Project Management Essentials-Udemy Certification
• Root Cause Analysis-Udemy Certification
• Leadership Development Courses-Republic Bank Limited

• SSD Loan Referral Roadshow, Managed scheduling, presentations, and internal engagement across all SSD units. Drove sustained referral engagement, with momentum continuing into the following fiscal year.
• Complaints & Compliments Reporting Overhaul, Redesigned format to provide actionable insights; enabled regional and branch managers to make data-informed decisions.