AMANDA
WILLIAMS
amandatl.williams@gmail
.com-/2 Mona Road,
Apartment #5, Kingston 6
PROFESSIONAL SUMMARY
Knowledgeable and dedicated customer service professional
with extensive experience in financial services industry.
Solid team player with outgoing, positive demeanor and
proven skills in establishing rapport with clients. Motivated
to maintain customer satisfaction and contribute to
company success. Articulate, energetic, tech-savvy, and
results-oriented with exemplary passion for developing
relationships, cultivating partnerships, and growing
businesses.
SKILLS
WORK HISTORY
• Customer service/CRM
• Multi-tasking and
organization
• Adaptable, able to work
independently with minimal
supervision
• Detail-oriented
• Effective communication
• Technology-savvy
• Experience with remote
work
• Project management
• Complaint resolution
• Sales expertise
• Fraud detection and
prevention
• Team player
• Empathic to customer
concerns
• Creative problem solving
• Service standard compliance
• Microsoft Office/Google
suite
• Experience using Intercom,
Zendesk and Slack
National Commercial Bank Jamaica Limited - Branch
Service Representative
Kingston, Jamaica • 03/2018 - Current
• Handled customers' complaints and questions with utmost
professionalism to ensure customer loyalty and happiness.
• Processed customers' transactions, including deposits,
transfers, withdrawals, and loan payments.
• Responded to customer requests, offering excellent
support and tailored recommendations to address needs
(minimum 150 interactions per day).
• Built trusting relationships with members by offering
sound financial advice and personalized service.
• Helped customers effectively navigate bank technology
such as kiosks and mobile access to reduce common
questions and unprofitable interactions, maintaining a
position in the top 5 branches in the company.
• Cross-trained and collaborated with staff members in
multiple divisions (e.g. sales, loans, marketing, etc.) to
enhance customer service experience and exceed team
goals through effective client satisfaction rates.
• Cross-sold products and services such as loans and credit
cards by listening to customers and understanding needs
and taught staff to implement similar processes in every
interaction (minimum of JMD $10 million per month).
• Maintained up-to-date knowledge of product and service
changes.
.
EDUCATION
ACCOMPLISHMENTS
Jamaica Stock Exchange eCampus
Kingston, Jamaica
09/2019 - 05/2021
• Awarded "Branch Service Representative of the Quarter
(October 2020-January 2021).
• Exceeded the average of 500 inquiries in any given week
and consistently met performance benchmarks in all
areas (speed, accuracy, and sales targets).
• Accumulated a total of JMD $60 million in closed referrals
(as of May 31, 2021).
• Helped branch attain the highest customer service ratings
(as determined by external auditors) — earned over 90%
marks in all categories including communication skills,
listening skills, problem resolution and politeness.
• Commended for initiative, persuasiveness, intense
customer focus and dependability in performance
evaluations.
Post-Graduate Diploma:
Financial Services Management
University of The West Indies
Kingston, Jamaica
09/2014 – 11/2018
Bachelor of Science:
Economics
• Majored in Economics
• Minored in International
Relations
• Received the Portia
Simpson-Miller Scholarship
-)
INTERESTS
• Volunteerism/Community Involvement: a member of
Kiwanis International
• Avid audiobook junkie
• Track & Field mega fan
• Semi-pro badminton player
• Music lover
