Tonnia Maximin
Gros Islet,St Lucia
Summary
Accomplished finance professional with over 15 years of experience in the financial sector, holding a Bachelor of Business Administration. Proven track record in account reconciliation, financial reporting, transaction processing, and internal compliance, consistently delivering exceptional results. Skilled in leveraging technical accounting skills and strong communication abilities to enhance the Treasury Section of the Department of Financial Services at the General Secretariat of the OAS. Committed to driving efficiency and accuracy in financial operations while aligning with organizational objectives and fostering a culture of continuous improvement.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Officer
CIBC Caribbean
01.2013 - 12.2024
- Provided elevated level of customer service to meet and exceed customers' expectations, ensuring adherence to CIBC Caribbean's Customer Service Standards in every interaction.
- Performed a wide range of financial transactions for personal and business accounts, including deposits, withdrawal, loan payments and credit card services.
- De-escalated customer complaints using specialized communication techniques and Customer Experience standards.
- Resolved complex customer queries and clarified problems in branch, via email and telephone.
- Proactively managed stationery inventory for the entire team, ensuring orders were placed, received and paid for prior to stock depletion.
Temporary Assignments & Internal Relief
CIBC Caribbean
01.2007 - 01.2023
Administrative Coordinator
- Stepped in to provide seamless coverage and continuity for the role during periods of leave, managing administrative workflows and executive support.
Senior Treasury Custodian
- Trusted with critical treasury functions in a relief capacity, including a pivotal role in the national cash supply chain. Tasked by the Eastern Caribbean Central Bank (ECCB) with processing all bulk currency orders for St. Lucia, meticulously managing the associated data entry and secure physical delivery of cash to commercial banks.
Insurance Specialist
- Assumed responsibilities for insurance processes and client service, maintaining compliance and accuracy during staffing transitions.
Customer Service Representative
- Provided consistent, high-quality service to clients, often filling in to ensure department coverage and support team needs.
Acting Customer Service Manager
CIBC Caribbean
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
Bachelor of Business Administration (BBA) -
Monroe University
St Lucia Campus01-2020
Graduate Certificate - Project Management
Fleming College Toronto
Toronto, ON01-2026
Skills
- Financial Reconciliation and Analysis
- Treasury and Cash Management
- Accounts Payable and Record Keeping
- Risk Analysis and Compliance
- Customer Service and Client Orientation
- Leadership and Team Supervision
- MS Office (Excel, Word, Powerpoint, Tableau, PowerBI)
- Google Workspace
- Multilingual
Accomplishments
- Played a key role in driving branch profitability, by actively participating in planning and executing targeted promotional campaigns, including 'Pound the Pavement' community outreach and high-energy 'Product Blitz Days' that successfully boosted sales of high-margin investment and credit products.
- Identified persistent customer wait times and process inefficiencies, advocating for a technological solution. Supported the rollout of a new online account-opening platform to streamline customer-facing steps and led the internal development of a standardized checklist for branch staff, which together enhanced processing speed, reduced errors, and elevated service quality.
- Excelled in a high-volume sales environment, consistently ranking as a top performer and resulting in multiple performance-based awards and recognitions.
- Consistently exceeded all quarterly and annual sales targets for loan, credit, and investment products.
- Successfully cultivated a large and loyal client portfolio through exceptional relationship management and needs-based selling.
- Consistently lauded for exceptional client service and sustained performance, as evidenced by numerous on-the-spot and Employee of the Quarter awards. This recognition was accompanied by tangible accolades including monetary bonuses, gift vouchers, formal certificates, and plaques.
Languages
English
Native or Bilingual
French
Full Professional
Spanish
Elementary
Affiliations
- Raise Your Voice St Lucia
- St Lucia Red Cross
- Volunteer St Lucia
- Toastmasters Alumni, Monroe College
Interests
- Justice & Legal Studies: With a focus on systemic analysis and advocacy
- Humanitarian Service: Actively supporting community-based initiatives
- Personal Finance
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Participating in cultural exchange programs and homestays
- Volunteer Work
- Long distance walking
- Strategic Board Games
Certification
Data Analytics Diploma
Alison Online Learning | Expected in 03/2026
Professional Certificate
Coursera Online Learning | Expected 12/2025
Community Service and Volunteer Work
Treasurer, Parent Council | Sunny View Middle School, Brampton, ON, Canada | 2024
- Manage and oversee the council’s annual budget, ensuring accurate allocation of funds for school programs and initiatives.
- Implemented a streamlined system for tracking income and expenses from fundraising events, improving financial transparency.
- Prepare and present monthly financial reports to council members and the parent community.
- Collaborate with school administration and parents to allocate funds effectively towards student resources.
Volunteer | Hope City Church, Brampton, ON, Canada | 2024
- Support community outreach programs and event logistics, fostering a welcoming environment for congregation members.
- Assist with the coordination and execution of weekly community support initiatives.
Volunteer | International Centre for Family Welfare, Brampton, ON, Canada | 2024
- Supported daily operations of a community food bank, assisting with inventory management, packaging supplies, and providing dignified service to individuals and families in need.
Timeline
Acting Customer Service Manager
CIBC Caribbean
11.2019 - 02.2020
Customer Service Officer
CIBC Caribbean
01.2013 - 12.2024
Temporary Assignments & Internal Relief
CIBC Caribbean
01.2007 - 01.2023
Bachelor of Business Administration (BBA) -
Monroe University
Graduate Certificate - Project Management
Fleming College Toronto