Tonnia Maximin
Brampton,ON
Summary
Talented professional seeking to leverage my competences in customer relations, customer needs assessment, service delivery skills, team leadership and ongoing educational Project Management studies to successfully transition to a state or foreign based organization where I can work alongside a diverse-friendly team.
Overview
11
11
years of professional experience
Work History
Customer Service Officer
CIBC FirstCaribbean International Bank
01.2013 - 08.2023
- Provide high level of customer service to meet and exceed customers' expectations by ensuring that CIBC FirstCaribbean's Customer Service Standards are adhered to in each and every interaction with customers.
- De-escalate customer complaints using specialized communication techniques and Customer Experience standards.
- Resolve customer queries and clarify problems in branch, via email and telephone.
- Ensure orders for stationery are placed, received and paid for the entire team prior to stock running out.
Acting Customer Service Manager
CIBC FirstCaribbean International Bank
11.2019 - 02.2020
- Supervised day-to-day operations in the Customer Service Department including responsibility for a team of 15 employees. Duties included reviews, verifications, overrides and authorizations to customer service representatives and customer service officers within delegated authority levels.
- Implemented initiatives for company's customer service projects.
- Managed the approved budget of the customer service department to ensure expenditure in line with plan
- Provided ongoing coaching and support to team members to recognize sales and diversion opportunities to ensure continuous improvement in quality and successful referrals
- Maintained accurate records and document all customer service activities and discussions; assessing service statistics to uncover and report on key insights.
- Supported the achievement of the branch's sales and service goals; ensuring interpreting and communicating of same to direct reports.
- Collaborated with Retail Business Banking Department to promote and sell retail banking products and services through participation in meetings and presentations, as required.
Education
Graduate Certificate - Project Management
Fleming College
Toronto, Ontario04.2024
BBA -
Monroe College
Castries, St Lucia10.2020
Skills
- Collaboration
- Risk Analysis
- Customer Support
- Results and Detail Oriented
- Problem Solving and Analytical Skills
- Effective Team and People Leadership
Casual Work
CIBC FirstCaribbean International Bank
Administrative Coordinator
Senior Treasury Custodian
Insurance Officer
Customer Service Representative
Languages
English
Full Professional
French
Limited Working
Spanish
Elementary
Affiliations
- Raise Your Voice St Lucia
- St Lucia Red Cross
- Volunteer St Lucia
- Toastmasters Alumni, Monroe College
Additional Information
References:
Available upon request.
Timeline
Acting Customer Service Manager
CIBC FirstCaribbean International Bank
11.2019 - 02.2020
Customer Service Officer
CIBC FirstCaribbean International Bank
01.2013 - 08.2023
Graduate Certificate - Project Management
Fleming College
BBA -
Monroe College
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