Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
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Essba Cross

15 Circular Road South, Dinsley.

Summary

Top-performing professional with over 6 years of progressive experience in banking, customer service, and business management. Expertise in managing personal and premium accounts and building long-term relationships with customers. Experience in managing and resolving issues and accomplished in selling banking solutions to drive sales and revenue generation goals.

Overview

9
9
years of professional experience

Work History

Teller ( Six Month Contract)

First Citizens Bank
Arima
11.2024 - 04.2025
  • Built and maintained client relationships through quality, personalized interactions.
  • Maintained accurate records of all transactions for compliance purposes.
  • Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.

General Sales Representative

American Airlines
Port of Spain
10.2022 - 10.2024
  • Increased sales revenue by consistently exceeding monthly targets through effective client communication and product presentation
  • Developed strong rapport with new and existing clients, resulting in long-term business relationships and repeat sales
  • Delivered exceptional customer service by addressing concerns promptly, leading to positive feedback and referrals
  • Provided detailed product knowledge to customers, effectively demonstrating the value proposition of each offering
  • Engaged with customers to build rapport and loyalty

Affluent Personal Banking Officer

Scotiabank Trinidad and Tobago Limited
01.2021 - 01.2022
  • Provide personal financial counseling, assist with lending services, and build relationships with existing customers to sustain high satisfaction ratings and retention
  • Review and approve overdrafts and checks for cashing, and answer questions on accounts, loans, and statements
  • Prepare credit and financial information to streamline loans processing for mortgage, installment, and discount loan transactions; prepare loan worksheets for submission to loan processing for closing documents
  • Assist customers during loan and account application process, and close consumer and real estate and mortgage loans in accordance with internal and federal policies and procedures
  • Coach team members to develop sales opportunities and refer customers to designated business partners to meet branch and individual customer service and sales goals

Personal Banking Officer

Scotiabank Trinidad and Tobago Limited
01.2018 - 01.2021
  • Focussing on the consultative sales process to proactively identify and meet the financial needs of customers or prospects
  • Responsible for processing transactions as well as working as a member of the management staff
  • Consultative sales process and financial needs assessment to build a thorough customer profile and identify short and long term financial needs
  • Maintaining an in-depth knowledge of consumer and small business products/services and recommend appropriate solutions using value proposition, maintaining records, reports, and procedures
  • Utilizing marketing tools to proactively reach out to customers and set appointments for periodic financial reviews

Teller

Scotiabank Trinidad and Tobago Limited
01.2016 - 01.2018
  • Provided excellent customer experience and support to branch customers
  • Initiated contact with new and existing customers to offer value-added products and services
  • Exceeded Q4 KPIs by 50%
  • Identified customer needs as well as cross- and up-sale opportunities
  • 70% of referred prospects converted into clients, bringing in -$800K annual revenue
  • Mentored and helped two interns onboard for the period of three months
  • Increased the branch's monthly revenue by 40% on a regular basis
  • Diversified the customer portfolio by bringing in 10+ high net-worth individuals

Education

B.Sc - Sociology, Communication Studies

UWI St. Augustine Campus

Accounting Units 1&2, Caribbean Studies, Communication Studies, Sociology Units 1 & 2, Management of Business Units 1 & 2

St. Francois Girls' College (C.A.P.E)

Mathematics, Chemistry, English Language, Clothing and Textiles, French, Principles of Accounts, English Literature, History

St. Francois Girls’ College (CXC)

Skills

  • Problem solving
  • Organisation and time management
  • Leadership and team management
  • Conflict resolution
  • Customer relationship management
  • Cross-selling
  • Team collaboration
  • Strong communication

Additional Information

Canadian Securities Institute Mutual Funds Accreditation.

References

  • Nathifa Carr, Senior Corporate Communications Officer, Ministry of Sport and Community Development, 868-462-3839, nathifacarr@yahoo.com
  • Dr. Nelicia Cooke, Paediatrician, Mt. Hope Women's Hospital, 869-798-5561, neliciacooke@ymail.com

Timeline

Teller ( Six Month Contract)

First Citizens Bank
11.2024 - 04.2025

General Sales Representative

American Airlines
10.2022 - 10.2024

Affluent Personal Banking Officer

Scotiabank Trinidad and Tobago Limited
01.2021 - 01.2022

Personal Banking Officer

Scotiabank Trinidad and Tobago Limited
01.2018 - 01.2021

Teller

Scotiabank Trinidad and Tobago Limited
01.2016 - 01.2018

B.Sc - Sociology, Communication Studies

UWI St. Augustine Campus

Accounting Units 1&2, Caribbean Studies, Communication Studies, Sociology Units 1 & 2, Management of Business Units 1 & 2

St. Francois Girls' College (C.A.P.E)

Mathematics, Chemistry, English Language, Clothing and Textiles, French, Principles of Accounts, English Literature, History

St. Francois Girls’ College (CXC)
Essba Cross