SHAQUILLE CHARLES
Customer Service Professional
Port of Spain,Trinidad
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Compliance Review Analyst
Capital Markets Elite Group (MISC)
03.2024 - Current
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Conducted regular audits of account documentation, ensuring accuracy and adherence to legal requirements.
- Utilized analytical skills to evaluate potential risks associated with each new account application.
Client Services & Trade Surveillance Supervisor
Mondeum Capital (MISC)
07.2022 - 03.2024
- Ensuring compliance of company and industry regulations
- Analysis of trading activity
- Reviewing of Applications
- Workflow Management
- Interdepartmental Communication
- Process and policy testing and development
- Reduced risk exposure by diligently reviewing client information for potential red flags and escalated issues as necessary.
- Conducted comprehensive risk assessments for high-risk clients, mitigating potential threats to the organization''s reputation and finances.
- Maintained accurate records of all client data, ensuring timely updates to reflect changes in risk profiles or regulatory requirements.
- Played a key role in audits by providing well-documented evidence of compliance with relevant regulations and policies.
- Assisted in the development of user-friendly training materials to improve employee understanding of KYC procedures.
Client Services Supervisor
Capital Markets Elite Group (MISC)
12.2020 - 07.2022
- Streamlined internal processes for increased team efficiency and improved client service delivery.
- Led a team of Client Services Representatives, ensuring adherence to company policies and procedures.
- Mentored and developed team members, fostering strong relationships and promoting professional growth.
- Reporting of department performance
- Providing support to agents in handling of tickets and calls
- Interviewing of Applicants (CSR)
- Workflow Management
- Interdepartmental Communication
- Monitored key performance indicators to ensure consistent, high-quality service levels were maintained.
- Conducted regular performance evaluations, identifying areas for improvement and providing constructive feedback to employees.
- Managed escalated client issues, collaborating with various departments to achieve successful resolution.
Client Services Representative
Capital Markets Elite Group
02.2020 - 12.2020
- Resolution of Client queries
- Collaborated with cross-functional teams to resolve complex client issues quickly and efficiently.
- Enhanced client satisfaction by providing timely and accurate information on products and services.
- Recording of client transactions
- Reviewing of Applications
Point of Sale Specialist
Samaroo’s Group Of Companies
11.2015 - 01.2020
- Streamlined POS operations by implementing efficient processes and procedures.
- Reduced checkout times by optimizing Point of Sale systems and training staff on best practices.
- Maintained inventory accuracy with diligent tracking and reporting of stock levels.
- Conducted regular audits of cash registers, reconciling discrepancies in a timely manner.
- Trained new employees on proper use of POS systems, ensuring smooth onboarding and integration into the team.
- Assisted in troubleshooting technical issues with POS hardware and software, minimizing downtime for business operations.
- Supported marketing efforts through effective implementation of promotional campaigns at the point of sale.
- Participated in inventory management tasks such as ordering supplies, receiving shipments, updating stock records within the POS system framework.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Education
Bachelor of Science in Banking & Finance -
University of West Indies
Associate of Science: Business Management -
UWI Roytec
Port Of Spain, POS08.2018
Skills
- Mediation capabilities
- Critical thinker
- Interpersonal communication skills
- Socially perceptive
- Time management
- Highly adaptable
- Data Analytics
- Schedule development
- Process Improvement
- Business Development
Timeline
Compliance Review Analyst
Capital Markets Elite Group (MISC)
03.2024 - Current
Client Services & Trade Surveillance Supervisor
Mondeum Capital (MISC)
07.2022 - 03.2024
Client Services Supervisor
Capital Markets Elite Group (MISC)
12.2020 - 07.2022
Client Services Representative
Capital Markets Elite Group
02.2020 - 12.2020
Point of Sale Specialist
Samaroo’s Group Of Companies
11.2015 - 01.2020
Bachelor of Science in Banking & Finance -
University of West Indies
Associate of Science: Business Management -
UWI Roytec
- Conflict Management – Franklin University
- Anti-Money Laundering & Combating Terrorist Financing
- Financial Analysis (In Progress)
- Customer Service
Certification
- Conflict Management – Franklin University
- Anti-Money Laundering & Combating Terrorist Financing
- Financial Analysis (In Progress)
- Customer Service
References
- Samaroo’s Limited, Tricia Mahabir, 765-2257
- Samaroo’s Limited, Gabrielle Antoine, 334-0339
- ACM Mall Management, Anica Patrick, 392-9730
- Capital Markets Elite Group, Anya Narine-Maraj, 702-8979
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