Gail-Ann Maharaj
Chaguanas, Trinidad
Summary
Skilled Collections Advisor offering almost 5 years of experience working with customers within the Southern Caribbean Islands and Trinidad and Tobago.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude and meeting high productivity, quality and performance standards.
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Administrator
The Academy Of Tertiary Studies
11.2023 - Current
- Streamlined office operations by implementing efficient administrative systems and procedures.
- Created and maintains a database of prospective students, fosters good relationships with them and offers information and guidance on what programs may best suit their personal goals.
- Manages payment plans and makes follow up calls to collect on same.
- Maintains accurate documentation of company policies and procedures for easy reference by all employees.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
Collections Officer
Massy Finance GFC Ltd
11.2022 - 02.2023
- Called delinquent customers to regularize accounts on a daily basis from assigned arrears lists.
- Researched delinquent account balances and corrected any errors immediately. In cases of dispute, liaised with the Finance and Sales Teams for accuracy of information and ensured that refunds, transfers etc. were processed in a timely manner.
- Executed repossession procedures for past due accounts in accordance with the Collections Policy.
- Made recommendations for accounts to be written off after analyses of relevant customer’s payment history.
- Prepared SMS to be mass sent to delinquent customers for wider reach.
- Prepared statements, letters and insurance claims at customer's request.
Collections Advisor
Scotiabank Trinidad and Tobago Ltd
07.2018 - 04.2022
- Negotiated for regular payments and secured suitable payment arrangements for customers.
- Built and strengthened customer relationships by understanding customer situations and finding the best solutions.
- Increased profitability and prevented impending loss by understanding customer's situations and selling best suited plans while consistently achieving monthly targets.
- Maintained "Significantly Achieved" status on KPIs for most Attempts Per Hour and lowest Average Handling Time while successfully achieving my other targets.
- Acted as mentor to colleagues who struggled with achieving said KPIs and developed creative internal sales campaigns fostering friendly competition and increasing sales of Loss Mitigation Tools.
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
- Trained with Administrative Team for approximately 2.5 months (not consecutively) , clearing 100% of backlogged letters, processing hundreds of payments, signing and issuing hundreds of letters, learning different systems.
- Handled high volume of in-bound and outbound calls pertaining to reconciliation of delinquent accounts.
- Liaised with internal departments to provide and gather information enabling customer queries to be resolved and requirements met.
Social Media Manager
Freelance
05.2017 - 08.2018
- Developed marketing content such as promotional materials and advertisements for social media.
- Analyzed and reported social media and online marketing campaign results.
- Curated and segmented editorial content to increase engagement and channel growth.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Analyzed competitor pages to locate backlink and keyword opportunities.
- Assisted recruitment team in selecting appropriate candidates, scheduling and joining in interviews.
Administrative Assistant
Presentation College Chaguanas (On-The-Job Training)
10.2014 - 03.2017
- Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Supervised and trained all new administrative staff.
- Completed all registration of students for examinations with Ministry of Education (i.e NCSE,CXC,CAPE)
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
- Composed internal memos and external correspondence for Principal and teachers and reviewed all documentation to eliminate errors.
- Executed record filing system to improve document organization and management.
- Created and implemented logging system for copying and preparation of examination papers (all teachers must sign and date for giving and receiving papers.)
- Assisted in coordinating all school events and fundraisers, designing booklets, invitation cards and trophies and liaising with printing company.
Admissions Student Advocate (ASA)
University of the West Indies
08.2011 - 08.2014
- Providing detailed tours of the University campus to new and potential students, to visitors from foreign visitors and anyone else that booked a tour.
- Attended Career Fairs on behalf of the UWI along with the Student Recruitment Officer to recruit students for the University.
- Coordinated and executed the event for new students to collect their UWI acceptance packages.
- Worked alongside the UWI Administration CSRs to guide students in registering for UWI and current students registering for courses.
Education
Bachelor of Science - Agribusiness Management
University of The West Indies
St. Augustine2014
Skills
- Call Center Experience
- Supervision
- Planning and Coordination
- Social Media Management
- Office Administration
- Skilled in Negotiation
Certification
- Currently pursuing TEFL Certificate
- Conversational Spanish ( Level 1) 2021
- Introduction to Sign Language 2022
- TV and Radio Broadcasting Training - 2015-2016
Additional Information
Previously an active member of my Community's Steering Committee(2018-2019 and 2022-2023). Working with a team to address residents concerns, plan and execute community events, fundraisers and community development.
Timeline
Administrator
The Academy Of Tertiary Studies
11.2023 - Current
Collections Officer
Massy Finance GFC Ltd
11.2022 - 02.2023
Collections Advisor
Scotiabank Trinidad and Tobago Ltd
07.2018 - 04.2022
Social Media Manager
Freelance
05.2017 - 08.2018
Administrative Assistant
Presentation College Chaguanas (On-The-Job Training)
10.2014 - 03.2017
Admissions Student Advocate (ASA)
University of the West Indies
08.2011 - 08.2014
Bachelor of Science - Agribusiness Management
University of The West Indies
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