Donnette Stanley
Perth Amboy,NJ
Summary
Customer Service Manager with extensive experience in banking and retail, specializing in customer advocacy and significant improvements in Net Promoter Scores. Demonstrates expertise in customer service, strategic promotion, and team leadership, consistently enhancing service delivery through effective cross-functional collaboration. Recognized for strong people management capabilities and fostering high-performing teams committed to a customer-centric culture. Aiming to leverage this background to elevate service standards and team performance further.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Finbiz Processing
02.2024 - 07.2024
- Directed strategic promotion and service initiatives to elevate banking product offerings.
- Coordinated with global partners and diverse teams to enhance customer service processes, leading to a significant rise in the Centre's Net Promoter Score.
- Mentored and supported team members, fostering their personal development and professional growth, while analyzing customer service reports to gain insights into performance and feedback
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Assistant Manager Payments Channels
Sagicor Bank Ja Ltd.
02.2022 - 02.2024
- Planned and executed sales initiatives and campaigns, resulting in significant improvements in the sales of lending products across various channels
- Prepared, tracked, and analyzed daily, weekly, and monthly performance reports on new credit card and point-of-sale devices for the internal executive team
- Engaged with nationwide sales channels, providing support and guidance to boost new credit card and point-of-sale device sales
- Collaborated in initiatives aimed at enhancing the performance and effectiveness of sales strategies within the organization
Membership Supervisor
PriceSmart Jamaica Ltd.
07.2017 - 02.2022
- Directed development and expansion of Membership and Sales Team, aligning it with strategic goals.
- Trained and mentored new and existing membership clerks to consistently meet or exceed club targets
- Enhanced customer service delivery, contributing to improved member satisfaction
Customer Service Officer (Junior Supervisor)
Scotiabank Jamaica Ltd.
01.2010 - 08.2016
- Trained, onboarded, and supervised junior staff on customer service protocols, enhancing service standards for both external and internal customers
- Ensured customer expectations were consistently met and exceeded, aligning with the company's strategic vision
- Contributed to the development of a high-performing team by fostering a customer-centric culture
Customer Service Representative
Scotiabank Jamaica Ltd.
01.2002 - 01.2010
- Resolved customer inquiries efficiently and strengthened customer relationships through each interaction
- Identified customer needs and provided tailored solutions, enhancing customer satisfaction
- Contributed to increased sales by effectively cross-selling products and services
Education
Bachelor of Science - Human Resources Management
University of the Commonwealth Caribbean
12.2020
Associate Degree - Business Administration
Jamaica Institute of Management
06.2006
High School Diploma -
St. Hughs High School
Jamaica06.1998
Skills
- Client Relations Management
- Problem Solving
- Team Coaching
- Effective Communication
- Call Centre Experience
- Team Leadership and Development
- Organizational Skills
- Time Management
- Microsoft Office Proficiency
- Microsoft Excel
- Problem Solving
- Effective Complaint Resolution
- Multi-task management
- Customer satisfaction measurement
Certification
Jamaican Financial Securities, The Jamaican Institute of Management, 2016
Timeline
Customer Service Manager
Finbiz Processing
02.2024 - 07.2024
Assistant Manager Payments Channels
Sagicor Bank Ja Ltd.
02.2022 - 02.2024
Membership Supervisor
PriceSmart Jamaica Ltd.
07.2017 - 02.2022
Customer Service Officer (Junior Supervisor)
Scotiabank Jamaica Ltd.
01.2010 - 08.2016
Customer Service Representative
Scotiabank Jamaica Ltd.
01.2002 - 01.2010
Bachelor of Science - Human Resources Management
University of the Commonwealth Caribbean
Associate Degree - Business Administration
Jamaica Institute of Management
High School Diploma -
St. Hughs High School