Janella Caprietta-Collis
Chase Village, Chaguanas
Summary
Highly organized, energetic and versatile leader committed to continuous improvements with a desire to take on new challenges. Proven history of motivating staff to work together to achieve targets. Strong work ethic, adaptability, managerial and exceptional interpersonal skills. Adept at quickly mastering new skills.
Overview
28
28
years of professional experience
Work History
Supervisor 1 Electronic Banking Support
Republic Bank Limited
Chaguanas
01.2024 - Current
- Directed and supervised team of 9 employees in daily operations.
- Tracked progress on projects and provided timely feedback to staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Monitored employee productivity levels on a regular basis to identify areas of improvement and provide feedback and coaching.
- Reviewed completed work to verify consistency, quality and conformance.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Implemented cost-cutting measures without compromising quality of services offered.
- Collaborated with other departments to coordinate workflow processes between teams.
- Maintained positive working relationship with fellow staff and management.
Supervisor 1 – Internet Banking Retail
Republic Financial Holding Ltd
Chaguanas
10.2021 - Current
- Maintained high standards in the processing of internet banking applications
- Provided efficient resolution of IB Queries from Customers within a 48-hour timeframe, while simultaneously offering valuable feedback.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Proactive supervision and monitoring of the IC Banking system to prevent delays and minimize processes interruption of service
- Managed a team of employees, overseeing their administrative tasks and offering coaching support when necessary.
- Proactively manage customer care processes within the Centre so as to achieve a score of 4.8 or better in Customer service rating by the Internal Units survey
- Build team spirit and a positive work environment
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
Supervisor 1 Contact Centre
Republic Bank Limited
Chaguanas
09.2019 - 09.2021
- Directed and supervised team of 30 employees in daily operations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Trained, mentored, coached, evaluated, and terminated staff as necessary.
- Monitored and evaluated employee performance through periodic reviews and documented results accordingly.
- Collaborated with other departments to coordinate workflow processes between teams.
- Participated in conferences related to industry trends or organizational developments.
- Monitored employee productivity to provide constructive feedback and coaching.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
Supervisor 1 – Telemarketing
Republic Financial Holding Ltd
12.2020 - 04.2021
- Ensured the accurate and efficient completion of Credit Card Daily Pick-Up Reports
- Oversaw the successful completion of Credit Card Renewal Reports
- Monitored and maintained the Uncollected Credit Cards Report
- Performed random spot checks on data store reports to ensure quality
- Maintained consistent monitoring of telemarketing agent statistics by conducting regular validations and verifications.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Collaborated with other departments to coordinate workflow processes between teams.
Senior Clerical Assistant III
Republic Financial Holding Ltd
01.2008 - 01.2021
- Handled credit card, Visa Electron, and international debit card balance inquiries for local and subsidiary customers.
- Achieved customer satisfaction by resolving and initiating queries related to Electronic/Internet Banking Services for both local and subsidiary customers
- Facilitated fee reversals and credit balances for enhanced financial management on Credit Cards.
- Successfully assisted local Merchants in troubleshooting and initiating manual/online authorizations
- Expertly relayed information about any special promotions to customers when necessary.
- Effectively operated Visa and MasterCard International's fraud monitoring systems on all credit cards, successfully mitigating fraudulent activity and minimizing monetary loss
- Maintain a high level of Customer Service Etiquette according to the Bank’s standard.
- Answered phone calls and directed them to the appropriate personnel.
Clerical Assistant II
Republic Financial Holding Ltd
01.2004 - 01.2008
- Conducted daily audits of Auto Transfer Authority to reconcile with Computer Reports, ensuring no financial losses for the Bank
- Reversed all entries in the Return Items Suspense Account on a daily basis.
- Performed reconciliation of Interest Account and processed interest payments.
- Handled investigative tasks related to Branch queries.
Clerk Typist
Republic Financial Holding Ltd
San Juan Branch
10.2002 - 01.2004
- Typed correspondence, memos, reports and other documents from rough drafts or corrected copy.
- Prepare Nil Returns and Mortgage Bill of Sale for Sales Department
- Successfully market bank’s products and services through referrals
- Assisted customers with daily counter service support
- Filed documents alphabetically and numerically in paper files.
- Operated office equipment such as computers, copiers, scanners and fax machines.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Performed data entry tasks into computer systems accurately with a high degree of speed.
- Developed spreadsheets using Microsoft Excel software program.
Data Entry Clerk
Gov’t of T&T - Service Commissions Department
02.2002 - 09.2002
- Retrieve data from files for input into the HRIS System.
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Prepared summaries of daily work completed for review by supervisors.
- Organized files according to established procedures for easy retrieval later on.
- Checked source documents against entered data to ensure accuracy.
Customer Service Representative
Inter Commercial Bank Limited (now JMMB)
05.1999 - 09.1999
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Ensured compliance with all safety regulations while performing tasks.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed daily opening and closing procedures for the register area.
- Maintained confidentiality of bank records, transactions and customer information.
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Cross-sold bank products such as savings accounts and credit cards to existing clients.
Customer Service Representative/Teller
First Citizens Bank Limited
02.1996 - 09.1997
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Maintained confidentiality of bank records, transactions and customer information.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Cross-sold bank products such as savings accounts and credit cards to existing clients.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Educated customers about different types of banking services available at the branch.
- Provided assistance to other tellers during peak business hours as needed.
- Participated in monthly training sessions to stay abreast of changes in banking regulations.
Education
LLB (Hons) - Law
Anglia Ruskin University
London UK02-2026
CXC O’ Level Passes -
Office Procedures -
Typewriting -
Advanced Typewriting -
English -
Spanish -
Principles of Accounts -
Mathematics -
Biology -
Chemistry -
Skills
- Decision-making
- Self Motivation
- Interpersonal Skills
- Problem-solving abilities
- Written Communication
- Resilience in coping with emotions & stress
- Process Monitoring and Improvement
- Teamwork and Collaboration
- Adaptability
- Reliability
- Attention to Detail
- Strategic Planning
- Process Improvement
Training
- Diploma – Ministerial & Leadership Training
- Certificate of Participation – Advanced Leadership Management
- Certificate of Participation – Business Planning & Workshop
Affiliations
- Track Athletics and Aerobics, hiking, crop farming, enjoy travelling to historic sites
Accomplishments
- Voted Star Leadership Employee of the year 2023
References
References available upon request.
Timeline
Supervisor 1 Electronic Banking Support
Republic Bank Limited
01.2024 - Current
Supervisor 1 – Internet Banking Retail
Republic Financial Holding Ltd
10.2021 - Current
Supervisor 1 – Telemarketing
Republic Financial Holding Ltd
12.2020 - 04.2021
Supervisor 1 Contact Centre
Republic Bank Limited
09.2019 - 09.2021
Senior Clerical Assistant III
Republic Financial Holding Ltd
01.2008 - 01.2021
Clerical Assistant II
Republic Financial Holding Ltd
01.2004 - 01.2008
Clerk Typist
Republic Financial Holding Ltd
10.2002 - 01.2004
Data Entry Clerk
Gov’t of T&T - Service Commissions Department
02.2002 - 09.2002
Customer Service Representative
Inter Commercial Bank Limited (now JMMB)
05.1999 - 09.1999
Customer Service Representative/Teller
First Citizens Bank Limited
02.1996 - 09.1997
LLB (Hons) - Law
Anglia Ruskin University
CXC O’ Level Passes -
Office Procedures -
Typewriting -
Advanced Typewriting -
English -
Spanish -
Principles of Accounts -
Mathematics -
Biology -
Chemistry -
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