Simone Peters
Moka
Summary
Focused customer service professional with over ten years of experience. Success in leadership and staff supervision. Top-notch professional at communicating with customers and employees to solve problems. Articulate communicator with strong attention to detail and superior work ethic. Polished in establishing and maintaining client relationships.
Overview
12
12
years of professional experience
Work History
TRANSACTION VERIFICATION OFFICER
FIRST CITIZENS BANK
02.2017 - 08.2017
- Audit daily posted transactions for multiple branches ensuring bank policies and procedures were adhered to
COURSE ADMINISTRATOR
SCHOOL OF BUSINESS AND COMPUTER SCIENCE (SBCS)
06.2012 - 07.2013
- Induction & registration of students
- Act as liaison between SBCS and foreign universities
- Provide customer service to students regarding course-related matters.
- Communicate regularly with instructors regarding any issues that may arise during a course session or semester period.
- Respond promptly to inquiries from prospective students interested in taking a particular course offered by the institution.
- Advise students on academic policies applicable to their specific major or program of study.
CUSTOMER SERVICE REPRESENTATIVE
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
01.2010 - 06.2011
- Process Blink, PEL and IPTV service orders
- Respond to queries; Answer telephone calls;
- Process commission statements and prepare reports
- Collate and produce unit’s daily service order reports
- Provide excellent customer service to resolve customer complaints in a timely manner.
- Answer customer inquiries and provide accurate information regarding products and services.
- Perform other related duties as required by the job function
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
CUSTOMER SERVICE REPRESENTATIVE
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
09.2009 - 12.2009
- Receive payments on customers’ accounts/miscellaneous items
- Prepare receipts and sell phone cards over the counter
- Safe-keep all monies received from payments including cash floats
- Balance payments and prepare supporting documents
- Maintain records of receipts; Perform other related duties as required by the job function
CUSTOMER ACCOUNT REPRESENTATIVE/ACTING HEAD TELLER
FIRST CITIZENS BANK
01.2006 - 01.2008
- Business Planning; Assess areas of risk and process inefficiency in customer service area
- Team Supervision; Monitor performance of customer service representatives and tellers to ensure effective service delivery; New employee training and onboarding
- Operational & Other Duties; Authorised signatory of the Bank; Engage in special projects; Perform night safe, ABM and Self Deposit duties according to bank procedure; Perform Treasury Officer duties; Interview customers for personal loans and record information; Needs-assessment for customer service department; Ensure that the work environment is kept clean and functional; Attend various seminars on new initiatives of the bank and train and educate staff on such; Custodian of working supply of manager’s cheques and foreign drafts; Monitor cash holding of tellers and branch; Audit daily posted transactions of branch; Process special clearings items; Prepare reports of day's financial activities; Balance cheques to be sent to Central Bank
- Marketing; Market the bank's products and services;
- Identified opportunities for product upsells or cross-sells based on customer needs.
Teller/Customer Service Representative
First Citizens Bank
1997 - 2006
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Balanced cash drawers on a daily basis.
- Provided exceptional customer service while accurately processing routine transactions.
- Assisted customers in opening new accounts and completing required paperwork.
- Answered customer inquiries regarding bank products and services.
- Explained account information to customers in detail as needed.
- Processed wire transfers for customers both domestically and internationally.
- Cross-sold additional bank products when applicable to meet customer needs.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Continuously updated knowledge about banking products, services, policies and regulations.
- Built and maintained client relationships through quality, personalized interactions.
- Delivered exceptional service to customers in person or over telephone.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Trained employees on cash drawer operation.
Education
Certificate in Counselling Techniques -
The Therapeutic Assessment and Training Centre
Certificate for Financial Advisors Level 1 and Level 2 -
Institute of Banking
General Certificate of Examinations (GCE) A’Level -
St. Augustine Senior Comprehensive
O’ Level -
Caribbean Examination Council (CXC)
Skills
- Decision-Making
- Complaint Resolution
- Continuous Improvement
- Service Delivery Optimization
- Problem-Solving
- Performance Evaluations
- Delegating Work
- Handling Escalations
- Report Generation
- New Hire Training
- MS Office
- Product Knowledge
- Inbound and Outbound Calling
- Product Sales
- Active Listening
- Critical Thinking
- Transaction Approvals
- Cash Handling
References
- Lystra Serrette, former senior manager, Telecommunications Services of Trinidad and Tobago, 678-0075
- Pamela Rajkumar, retired bank manager, First Citizens Bank, 763-5972
- Racene Guness, manager, School of Business and Computer Science, 778-4782
Timeline
TRANSACTION VERIFICATION OFFICER
FIRST CITIZENS BANK
02.2017 - 08.2017
COURSE ADMINISTRATOR
SCHOOL OF BUSINESS AND COMPUTER SCIENCE (SBCS)
06.2012 - 07.2013
CUSTOMER SERVICE REPRESENTATIVE
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
01.2010 - 06.2011
CUSTOMER SERVICE REPRESENTATIVE
TELECOMMUNICATIONS SERVICES OF TRINIDAD AND TOBAGO (TSTT)
09.2009 - 12.2009
CUSTOMER ACCOUNT REPRESENTATIVE/ACTING HEAD TELLER
FIRST CITIZENS BANK
01.2006 - 01.2008
Teller/Customer Service Representative
First Citizens Bank
1997 - 2006
Certificate in Counselling Techniques -
The Therapeutic Assessment and Training Centre
Certificate for Financial Advisors Level 1 and Level 2 -
Institute of Banking
General Certificate of Examinations (GCE) A’Level -
St. Augustine Senior Comprehensive
O’ Level -
Caribbean Examination Council (CXC)
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