Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
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Shantelle Thomas

D'abadie

Summary

I feel confident in my ability to lead the Branch’s officers to meet and exceed their goals across all balanced scorecard quadrants, and build a customer-focused sales culture. I have attained knowledge in various areas within the banking industry, including goal setting, business plan development, performance management, leadership development, and coaching. Over the last ten years in the banking industry, I’ve also gained considerable experience in retail banking, credit analysis, portfolio/relationship management, superior customer service, and investments while maintaining a consistent standard of excellent performance.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Premium Relationship Officer(Relationship Manager)

Scotiabank Trinidad and Tobago Limited
Port of Spain
10.2022 - Current
  • Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Meet or exceed weekly, monthly and annual individual sales targets across product categories by providing personalized financial solutions to meet the needs of Premium Banking customers.
  • Actively manage, grow and retain product holdings of Premium Banking Customers.
  • Grow the Premium Banking customer base.
  • Identify referral opportunities to other lines of business (e.g. Insurance, Brokerage, VIP Banking,
    Small Business, Commercial)
  • Consistently deliver the desired Premium Banking customer experience during all customer interactions to achieve the Branch’s Customer Advocacy goals.
  • Execute the Branch Compliance/Security responsibilities as reflected in the Branch Services and Procedures Manual.
  • Maintain an ongoing commitment to personal development and fostering a positive team Environment.
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities
    and decisions.

Senior/Affluent Personal Banking Officer

Scotiabank Trinidad and Tobago Limited
Virtual Hub
11.2021 - 10.2022
  • Contributes to the general success of the team by achieving individual portfolio management and or sales objectives, for which you must satisfy the financial needs of the assigned personal banking clients by providing practical advice and superior service.
  • Identify opportunities to refer clients to other areas of the Bank (Premium Banking, Small Business Banking, Wealth Management, Insurance, Corporate and Commercial Banking).
  • Comply with all operating policies and regulations.
  • Meeting or exceeding weekly, monthly, and annual sales goals and sales productivity goals as well as other goals related to customer service, operational effectiveness, retention, digital adoption, loyalty, profitability, and growth of the Branch.
  • Responsible for meeting the goals specific to the clients in the segment assigned. Also providing honest and knowledgeable service and financial advice to create a relationship of mutual trust and confidence with clients and colleagues in the branch.
  • Ensures all activities are in compliance with governing regulations, internal policies and procedure, the sales and service disciplines and sales principles.
  • Acts as a face of the bank and first line of contact with the portfolio of Affluent customers and owns the relationship across the entire customer lifecycle.
  • Using digital tools to build relationships virtually.

Personal Banking Officer

Scotiabank Trinidad and Tobago Limited
Tunapuna
03.2017 - 10.2021
  • The Personal Banking Officer is responsible for contributing to the Branch’s overall success by achieving individual sales targets through meeting the financial needs of mid-market retail customers, by providing practical advice and superior customer service.
  • Identify opportunities to refer clients to other areas of the Bank (Premium Banking, Small Business Banking, Wealth Management, Insurance, Corporate and Commercial Banking).
  • Comply with all operating policies and regulations
  • Meeting or exceeding weekly, monthly, and annual sales goals, sales productivity goals, and other objectives relating to customer service, the number of products per successful appointment, operational effectiveness, teamwork, and personal development.
  • Also expected to provide straightforward, knowledgeable service.

Customer Service Officer

Scotiabank Trinidad and Tobago Limited
Port of Spain
09.2015 - 03.2017
  • Contribute to the overall success of the Branch, ensuring that customer needs for service and simple sales are met in accordance with individual goals, in support of the team’s business strategies and objectives.
  • Ensure that all activities conducted are in compliance with governing regulations, internal policies, and procedures.

Education

Associate of Science - Management

UWI School of Business And Applied Studies Limited
Port of Spain
11-2024

Caribbean Secondary Education Certificate

St. Francois' Girls College
Port Of Spain
06-2011

Bachelor of Science - Business Administration And Management

UWI School of Business And Applied Studies Limited
Port Of Spain

Skills

Results Focused

- I plan clear steps and milestones for projects/initiatives to achieve short to mid-term results
- I take action at a high pace
- I am cognizant of the pace of rapid change across the Bank and have embraced same as I continue to excel

- I consider the implications, alternatives, and consequences of my own decisions, actions, and behavior

Self Awareness and Personal Development

- I consider short and long-term career goals and take appropriate action to develop toward these goals
- I am a continuous/fast learner
- I always seek opportunities to develop myself by taking part in skill builders, coaching and staying abreast of policies and procedures that are constantly being upgraded in both sales and service
- I have a commitment to lifelong learning I always accept opportunities to complete short courses on various skills that will assist me with the competencies required for more senior roles at the bank

Developing and coaching talent

- I am currently the Chair of the Branch’s Employee Engagement Committee and I’m dedicated to ensuring that the branch’s staff receives the support necessary for their development and mental wellness
- I have been chosen and volunteered on numerous occasions to assist with the training, coaching, and mentoring of Personal Banking Officer Trainees and Customer service officers
- I can clearly articulate the information necessary for the development and assistance of others
- I possess patience and understanding
- Always willing to help

Customer focus

- I act as a trusted advisor
- I ask appropriate questions to assess needs and listen for opportunities to solve problems
- I look for new ways to add value
- I always put the customer first My passion is exceptional customer service

Curiosity

- I ask open questions to explore important issues more deeply
- I seek out new ideas and different perspectives when making decisions
- I Investigate and adopt innovative approaches to improve results

Certification

  • Certified Mutual Fund Investment Advisor
  • Financial Literacy Certification (Central Bank of Trinidad & Tobago)

Accomplishments

  • Top Customer Relationship Value earner at Scotiabank's Main Branch for Financial Year 2024
  • Scotiabank's Best of the Best Top Individual Performance winner
  • Scotiabank's Best of the Best Culture Catalyst winner
  • Ranking 2nd amongst all Sales Officers over all cornerstones for Financial Year 2024 (Cornerstones - Day to Day, Investments, Insurance and Borrowing)
    - $66MM achieved over all cornerstones
    - Loans Growth - 233%
    - Deposit Growth - 6993%
  • Highest Relationship score for Financial Year 2024 at 89%

Affiliations

  • As a positive signal of my leadership ability, I was charged with the responsibility of temporarily leading the sales team in the absence of the Personal Banking Manager. A testament to my results orientation and collaboration abilities.
  • 3 years of experience in a Management Officer role.
  • 5 years of experience in a Supervisory Officer role as a Senior Personal Banking Officer.
  • 10 years of experience having knowledge in Premium Banking, Personal Banking, Virtual Branch, Service, Business Banking, Scotia Insurance, Wealth and Digital Adoption.
  • Experience in the Digital Banking and Customer Assistance Units after the start of the Pandemic.
  • Experience as the first Affluent Personal Banking Officer by being a part of the successful Pilot.
  • Experience with Portfolio Growth and Management.
  • Experience with people management as the Employee Engagement Committee Chair.

Timeline

Premium Relationship Officer(Relationship Manager)

Scotiabank Trinidad and Tobago Limited
10.2022 - Current

Senior/Affluent Personal Banking Officer

Scotiabank Trinidad and Tobago Limited
11.2021 - 10.2022

Personal Banking Officer

Scotiabank Trinidad and Tobago Limited
03.2017 - 10.2021

Customer Service Officer

Scotiabank Trinidad and Tobago Limited
09.2015 - 03.2017

Associate of Science - Management

UWI School of Business And Applied Studies Limited

Caribbean Secondary Education Certificate

St. Francois' Girls College

Bachelor of Science - Business Administration And Management

UWI School of Business And Applied Studies Limited

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