Tracey Ferrant ** Kay LN Unit K, Waterbury, CT, **708*
516-***-****, adrvmz@r.postjobfree.com
Communicator / Banker / Teacher
15+ years success
+ Native English.
International experience,
KPI Analysis and Report writing,
Complaints resolution and Assessment & Feedback,
Event Planning and Client success,
Business awareness and Innovation,
Communication and Presentation & demos,
Program Management and Collaboration,
Executive Committee Coordination
Master’s Degree in International Relations University of the West Indies, WES, Public Relations, University College of the Caribbean, Bachelor’s in International Relations, and Political Science UWI Career Experience.
Shane Corporation 2019-2022 Nova & Berlitz 2016-2019 Senior Teacher, Instructor
1. Collaborated with Directors of Studies, Japanese Admin, and teachers.
2. Monitor/recommended schedules and income.
3. Guided new teachers.
4. Monitored income against student and teacher ratios.
5. Administered tests and counselling sessions.
6. Built rapport and professional relationships with students.
7. Coached students for presentations and interviews.
8. Made recommendations for courses and school development.
Develop the language proficiency of professionals (executive to entry level), homemakers, students, and young learners. Advance customer buy-in through warm interactions with families, effective demos and presentations. High satisfaction achieved, and sign-ups.
Scotiabank Jamaica 2004-2015 Customer Experience Officer:
Exceeded expectations in annual performance appraisals and innovated programs:
1. Led Communications efforts that improved team results and connection with branches and departments.
2. Partnership with Inter'l Banking, regional & local companies, and research providers. eg. Gallup.
3. Skilfully organized and prioritizing projects. Due dates, engagement and budget targets met.
4. Expert use of knowledge of accounts, and working knowledge of insurance and investments.
5. KYC, AML and other Compliance.
6. Led proactive communication efforts that increased awareness and educate service and sales teams on initiatives and rewards and recognition programs.
7. Planned programs and monitored budgets seamlessly, so that the team met budget targets.
8. Led a successful team of over 60 reps
9. Customer advocacy and complaints resolution protocols
10. Guided branches on service policies and KPIs
Tracey Ferrant Page 2
11. Collaborated with divisions
12. Coordinated programs and initiatives
13. Contributed well to annual business planning
14. Prepared KPI reports accurately and easy to read, that senior management found dependable and clear.
Customer Support Officer:
Supported senior leadership, and liaised with divisions.
Reporting and analysis
Coordinated meetings, seminars, conferences, awards
Organized manual and computerized filing system
Responded to telephone and email inquiries.
Planned programs.
Managed office stock and supplies.
Tracked expenditure against budgets.
Personal Banking Representative
Helped customers achieve goals.
Exceeded targets in dollar value and percentages.
Transaction research.
Bank Teller
Processed loans, credit cards, deposits, remittance transactions.
Balanced team transactions.
Team lead,
Central Bank reimittance,
Additional Experience:
Student Liaison: Special Intl Group Programs (2001 to 2004) University of the West Indies.
1. Congenial communication/liaising between the university and visiting students and professors from overseas.
2. Logistic and administrative support to the office and lectures.
Professional Development:
1. Business Writing and Communication;
2. Spanish;
3. Performance Management and objective setting;
4. Customer Service Accreditation;
5. Marketing;
6. Supervisory Skills training.
Volunteer: Corporate social responsibilities: (Team lead and Coordinator)
1. Beach clean-up
2. Fundraisers
3. Reading sessions
4. Donations
5. Microsoft Office, data and transaction systems, social media.
Other
Achievements:
1. Best of the Best Top Individual
2. Excellence Award
3. Consistently met and exceeded KPI targets.
4. Innovated communications that increased percentages
5. Developed a quantitative system to measure the value of customer
6. retention Tracey Ferrant Page 3
7. Resolved over 400 complaints annually
8. Exceeded product and service targets
9. High customer and department satisfaction scores