Lanai Baptiste
Summary
Dynamic leader with a proven track record at Republic Bank (EC) Ltd, enhancing customer satisfaction and streamlining operations. Expert in operational support and fostering teamwork I have driven significant workflow enhancements and service quality improvements. Being skilled in both customer service and staff management, my strategic approach has consistently elevated client and employee satisfaction.
Overview
7
7
years of professional experience
Work History
Service and Support Officer
Republic Bank (EC) Ltd
01.2023 - Current
- Collaborated with other departments to address customer needs holistically and provide comprehensive solutions.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
- Enhanced customer satisfaction by promptly addressing and resolving support issues.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
- Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
- Managed a team of support professionals, fostering an environment of collaboration and growth.
- Monitored employee and customer interactions to assess quality of service.
- Coached employees through day-to-day work and complex problems.
- Developed and maintained relationships with customers to enhance customer satisfaction.
Teller Service Officer
Republic Bank (EC) Ltd
05.2018 - 12.2022
- Enhanced branch operations through effective management of daily bank teller activities and workflow prioritization.
- Built trusting relationships with customers through attentive listening skills, insightful problem-solving abilities, and empathetic service approach.
- Strengthened internal controls through diligent adherence to audit requirements, leading to consistently satisfactory audit results for the branch.
- Improved customer satisfaction by efficiently managing teller transactions and addressing customer inquiries.
- Facilitated smooth transitions during periods of staffing changes by overseeing thorough training for new hires and temporary staff members.
- Maintained a secure work environment by enforcing safety protocols and conducting regular audits of vaults, cash drawers, and security systems.
- Promoted cross-selling efforts by educating staff on bank products and services, resulting in increased sales.
- Ensured high-quality customer service by regularly evaluating employee performance and providing constructive feedback for improvement.
- Managed risk effectively by monitoring teller activities, ensuring compliance with banking regulations and policies.
- Increased account retention with proactive outreach efforts targeting existing customers facing potential account closure or dissatisfaction issues.
- Streamlined communication between departments by organizing regular meetings to discuss operational updates and challenges.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Developed strategic plans for day-to-day financial operations.
- Enhanced the overall customer experience by working closely with the team to identify and address specific areas for service improvement.
- Contributed to the development of a positive work environment through team building initiatives and employee recognition programs.
- Implemented time-saving strategies that reduced long wait times, resulting in increased customer satisfaction and loyalty.
- Complied with established internal controls and policies.
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
Education
Diploma - Sciences
Sir Arthur Lewis Community College
Morne Fortune, CastriesACCA - ACCA -Diploma in Accounting
Lightsparc
Castries12-2025
Skills
- Team management
- Customer service expertise
- Training and mentoring
- Team building
- Task delegation
- Feedback delivery
- Teamwork and collaboration
- Problem-solving
- Work Planning and Prioritization
- Leading team meetings
- Performance management
- Multitasking and organization
- Excellent communication
- Reliability
- Team leadership
- Adaptability and flexibility
- Professionalism and ethics
- Regulatory compliance awareness
- Attention to detail
Timeline
Service and Support Officer
Republic Bank (EC) Ltd
01.2023 - Current
Teller Service Officer
Republic Bank (EC) Ltd
05.2018 - 12.2022
Diploma - Sciences
Sir Arthur Lewis Community College
ACCA - ACCA -Diploma in Accounting
Lightsparc
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