Marissa Leslie
Summary
Accomplished Customer Service Representative at First Citizens Bank Limited, adept in critical thinking and computer proficiency. Excelled in resolving high-stress disputes, enhancing customer loyalty through empathetic service, and mentoring new hires, significantly improving complaint resolution times. Demonstrated exceptional problem-solving abilities and product knowledge, fostering positive customer relationships and service standards.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
First Citizens Bank Limited
2020.05 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Improved resolution time with effective problem-solving for customer complaints.
Citizens Guide
First Citizens Bank Limited
2023.09 - 2023.12
- Built personal relationships with customers to promote positive experiences.
- Managed unexpected challenges with flexibility
- Participated in training programs to enhance product knowledge and customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about the Bank's electronic channels.
Education
Professional Certificate For Financial Advisors - Banking And Finance
Institute of Banking And Finance
Level 1 Invader's Bay Tower, Invader's Bay , Trinidad And Tobago04.2025
Skills
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Computer Proficiency
- Product Knowledge
- Product and service solutions
Timeline
Citizens Guide
First Citizens Bank Limited
2023.09 - 2023.12
Customer Service Representative
First Citizens Bank Limited
2020.05 - Current
Professional Certificate For Financial Advisors - Banking And Finance
Institute of Banking And Finance
Similar Profiles
Teneille LewisTeneille Lewis
OPERATIONS OFFICER – DIGITIAL & ELECTRONIC SERVICE at FIRST CITIZENS BANK LIMITEDOPERATIONS OFFICER – DIGITIAL & ELECTRONIC SERVICE at FIRST CITIZENS BANK LIMITED
Kevin FelicianKevin Felician
Human Resources Officer (Ag.) at First Citizens Bank LimitedHuman Resources Officer (Ag.) at First Citizens Bank Limited
Elton CharlesElton Charles
Office Assistant at First Citizens Bank LimitedOffice Assistant at First Citizens Bank Limited