Anthony Jr. Glasgow
Road Town, BVI,Tortola
Summary
Results-oriented customer service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with several years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
CIBC Caribbean
Road Town, BVI, Tortola
01.2020 - Current
- Pay out various currencies and coin against authorized debit vouchers, cheques, and drafts.
- Accept and process withdrawals, deposits, loan payments, credit card cash advances, local drafts, foreign drafts, money orders, wire transfers and over- the- counter cheques etc. from in-branch customers.
- Support the achievement of branch’s service and sales goals by recognizing sales referrals and diversion opportunities.
- Ensure that all fees and charges are collected, where required.
- Process in the prescribed manner all debits, credits, and other miscellaneous transactions through use of the ABM’s before passing entries to the Operations processing center.
- Building and maintaining effective working relationships, including mentoring team members.
- Using the means available to resolve issues, for example using the admin portal to deregister customers and re-register them in the system for Online Banking if necessary.
- Manage tellers and ensure that all protocols are being established alongside making sure they are supplied with cash to serve our clients.
- Management of Cash for the ABM’s
- Purchasing Large notes and selling smaller notes to ensure the Branch is within its limits.
- Ensure the Excess Report is readily available in the events the Branch has exceeded its Cash Limit.
- Daily Reconciliations of ABM Cash Movement Sheets, Branch Cash Totals & Checklists
- Record all bank cards captured at our ABMs and contact clients to collect where applicable.
Customer Service Representative
CIBC Caribbean
Road Town, BVI, Tortola
09.2020 - 01.2024
- Understanding First Caribbean offerings in terms of service and sales.
- Knowledge of the bank's products and services, channel functionality, and applicability to customer requirements.
- Knowledge of the bank's customer service standards and processes.
- Knowledge of roles and responsibilities within the branch to direct inquiries and/or referrals to the most appropriate branch personnel.
- Knowledge of job-specific processes and related computer applications, such as ABT and Microsoft Office.
- Knowledge of job-specific and other branch processes, including products, services, and delivery channels, their features, and most appropriate use.
- Good numeric skills.
- Excellent interpersonal skills to relate well with internal and external customers. Good organization skills.
- Good communication skills (written and verbal).
Cashier/Store Assistant
Cash & Carry Wholesale Ltd. (Rite Way Supermarket)
Road Town, BVI, Tortola
01.2018 - 08.2020
- Coordinate delivery and pick up in log sheets by arranging customer information, such as names, item purchased, pick up date, or delivery dates.
- Assist customers in finding store items and goods, sale dates, and restock dates.
- Communicate with vendors and customers via telephone.
- Maintain management of transactions, such as payments, quotation, and receipts.
- Memorization of grocery codes.
- Handling, counting, and managing money safely and carefully.
- Preparation of checks and charges for payment.
- Write-offs of expired or damaged products onto log sheets.
- Restocking shelves with more products, items, and appliances.
- Check temperature of store freezers and coolers.
Building Inspector
Public Works Department
Road Town, BVI, Tortola
07.2016 - 09.2016
- Prepare documents using word processing and spreadsheets.
- Communicate between clients and contractors, inspectors, and architects.
- Read and analyze emails and submissions of blueprints and contracts.
- Maintain record management of clients' and contractors' transactions, such as payments.
- Assist with accounting duties, such as entering financial transactions into spreadsheets.
- Field inspection of construction sites.
Education
Associate of Arts - Architectural Engineering
H. Lavity Stoutt Community College
BVI, Tortola06-2022
Skills
- Data Collection
- Account updating
- Complaint resolution
- Data Entry
- Information Security
- Paperwork Processing
- Report creation
- De-Escalation Techniques
- Problem-solving abilities
- Dispute Resolution
- Critical Thinking
- Technical Support
- Conflict Resolution
- Payment Processing
- Credit card processing
- Customer Service
- Cash Management
- Records Maintenance
- Credit and cash transactions
- Written and verbal communication
- Daily Reporting
- Customer Assistance
Timeline
Customer Service Representative
CIBC Caribbean
09.2020 - 01.2024
Senior Customer Service Representative
CIBC Caribbean
01.2020 - Current
Cashier/Store Assistant
Cash & Carry Wholesale Ltd. (Rite Way Supermarket)
01.2018 - 08.2020
Building Inspector
Public Works Department
07.2016 - 09.2016
Associate of Arts - Architectural Engineering
H. Lavity Stoutt Community College