Molika Tasha Chastanet
Boguis, Babonneau
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Management professional with track record of effective team leadership and operational oversight. Consistently achieves goals through collaborative efforts and adaptability to changing demands. Skilled in conflict resolution, process improvement, and fostering positive work environment. Persistent Assistant Manager, experienced in supervising, training and motivating 12-17 team members. Skillful in redesigning processes for efficiency gains, analyzing sales trends and service reports and mentoring and guiding employees in performing assigned duties. Results-oriented professional committed to exceptional, responsive service in all interactions with customers and employees.
Overview
22
22
years of professional experience
Work History
Assistant Manager-Digital Branch
Bank of Saint Lucia Limited
03.2022 - Current
- Assistance to Manager of the Digital Branch to manage branch in Customer Service and Operations
- Approve and maintain suspended accounts
- Review digital loan applications uploaded in LOS
- Recommend and approve digital loans
- Review, recommend and Approve digital credit cards
- Handle and Assign secure mail messages to Digital Service Representatives when necessary
- Review monthly rosters for vacation, break, and lunch periods
- Manage BCP operations in the Digital Branch
- Assign issues logged into the ticketing system
- Monitor system for Quality Assurance
- Prepare Digital Branch Reports
- Generally, perform all other duties of a Supervisor, including Coaching and mentoring
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed approximately 30-50 incoming calls and emails per day from customers
Operations Supervisor
East Caribbean Financial Holding Company Ltd.
06.2018 - 03.2022
- Overseas head tellers and daily operations
- Verify IDC application
- Correct and Manage exceptions
- Verify chequebook orders
- Maintain records of documents and assigned tasks, training schedules, vacations
- Alternate Vault custodian
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Conducted performance evaluations, providing constructive feedback and identifying areas for improvement.
- Coach and Mentor 17 employees Daily
- Overall supervision of all operations matters
- Review reports daily
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
- Enhanced operational efficiency by streamlining processes and implementing new systems.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Assisted with developing long-term goals for departments aligning them with organizational objectives.
Acting Assistant Supervisor- Cash Management/ Vault Custodian for 5 Weeks (Alternate for Annual Vacation)
East Caribbean Financial Holding Company Ltd.
08.2019 - 09.2019
- Supply tellers, other subsidiary branches and other banks with cash
- Repatriate cash to ECCB weekly
- Handle Renewal Fixed Deposit Certificates.
Loan Officer Understudy (Cross Training)
Bank of Saint Lucia Limited
07.2018 - 07.2018
- Review loan applications
- Seat in Loans Interviews with clients
- Prepare necessary documents to create customer loan file
- Follow up on Disbursements.
Foreign Exchange Officer (Cross Training)
East Caribbean Financial Holding Company Ltd.
06.2018 - 08.2018
- Input daily exchange rates
- Processing of Foreign cheque reconciliation
- Create documents for Letters of Credit and Bills of Collections
- Process incoming and outgoing wire transfers
- Utilize 'SWISSROUTE' software to correspond with other banks
- Authorize deals within banks to replenish accounts.
- Collected, arranged, and input information into database system.
Head Teller
East Caribbean Financial Holding Company Ltd.
08.2011 - 06.2018
- Supervising 17 tellers
- Organizing and structuring duties and overseeing tellers general performance
- Preparing Performance Reviews for end of contract renewals and for end of year
- Prepare monthly reports of punctuality, attendance, cash balancing, wicket assignment and changes in duties
- Organize annual vacation rosters
- Prepare disciplinary memos and other memos based on breach in procedures
- Act in position of ATM Custodian for Onsite ATM machines (see ATM duties above)
- Perform other duties with departments like Call Center, Customer Service and Back Office which required the attention of the operations department
- Verification of daily operations duties for tellers and customer service departments
- IDC and Credit Cards re-pin approval.
- Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
- Answered inquiries regarding checking and savings accounts and other related products.
- Developed strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Streamlined teller operations for improved productivity, implementing organized cash drawer management procedures.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
Call Centre Supervisor (Part-Time)
Bank of Saint Lucia Limited
01.2009 - 05.2011
- Supervise 1 or more staff during hours outside of usual business operating schedule to deal with customer queries and complaints
- Direct queries to the relevant department and provide feedback to customers promptly.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
Customer Service Representative
Bank of Saint Lucia Limited
06.2007 - 07.2011
- Opening and Closing of Customer accounts
- Process Wire Transfers and International Drafts
- Increase product knowledge for attending to customers queries hence increasing sales and better matching a customer to the most suitable product
- Worked with a team of consultants from Ernst & Young Consultancy Group on CIF (Customer Information) Phase 2 Project.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Frontline Teller
Bank of Saint Lucia Limited
04.2005 - 06.2007
- Perform daily teller duties which required proper time and cash management to ensure increases in customer turnaround time
- Attend to customer basic queries
- Cross sell Banks products and services to meet group's overall targets.
- Demonstrated resilience and adaptability during times of high customer volume, remaining calm under pressure while consistently providing exceptional service.
- Managed cash drawer, ensuring accurate balancing and timely reconciliation at the end of each shift.
- Monitored and reported suspicious activity in line with bank security policies.
- Identified sales opportunities and referred customers to branch partners in financial services.
ATM Custodian
East Caribbean Financial Holding Company Ltd.
04.2005 - 06.2007
- Ensure that ATMs are replenished and functioning properly
- Monitor faults and address issues promptly.
- Streamlined cash management processes through diligent tracking and reporting of ATM balances.
- Contributed to the overall success of the organization by meeting or exceeding key performance indicators for ATM custodianship duties.
- Enhanced service quality by conducting regular audits and inspections of assigned ATMs.
- Increased customer trust through strict adherence to confidentiality guidelines when handling sensitive information related to ATM usage and security.
- Maximized operational efficiency by consistently completing required documentation related to inventory controls, cash management, and service reports.
- Provided timely support for ATM-related issues, resulting in minimal disruptions to customers'' banking activities.
- Maintained security standards by adhering to company policies and procedures for ATM operations.
Back Office
East Caribbean Financial Holding Company Ltd.
08.2004 - 03.2005
- Increased customer statements preparation time by 80% by proper time management and ensuring that statements were sent out within 2-3 days before intended day
- Cleared backlog of 2 months filing of customer cheque copies in 1 week
- Posting of 500 cheques and more from clearing house daily.
- Improved overall workflow efficiency by implementing new back office processes and procedures.
- Worked with back office to solve trade breaks, position and activity reconciliation exceptions.
Receptionist/ Secretary
St Lucia Banana Corporation (SLBC)
01.2003 - 01.2004
- Documented and resolved farmers incorrect orders which led to electronic tracking of orders, and access to farmers' orders database
- Daily and Weekly entry systems and reports implemented
- Ensuring Proper filing of record-keeping
- Performed competitive analysis to make recommendations for future company growth
- Followed up and kept track of expected orders from farmers and correspondence from suppliers
- Organize weekly production meetings, record minutes of meetings and present past week minutes.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
Education
Master of Science - Business Management-HRM
Edinburgh Napier University
Edinburgh, United Kingdom 08.2024
Some College (No Degree) - Spanish Language And Literature
Venezuelan Institute
Castries, Saint Lucia Associate of Arts - Business Management
NRDF-Associate of Business Executives
Distance Learning-Castries Saint Lucia 12.2017
Associate of Arts - Business Management
Sir Arthur Lewis Community College (SALCC)
Castries, Saint Lucia 12.2003
High School Diploma -
Corinth Secondary School
Castries, Saint Lucia 12.2001
Skills
- Computer proficient
- Conflict resolution
- Extremely Organized
- Customer Satisfaction
- Strong verbal communication
- Microsoft Office
- Staff Supervision
- Compliance understanding
- Employee Performance Evaluations
- Team Leadership
- Teamwork and Collaboration
- Computer Skills
- Problem Resolution
- Decision-Making
References
- Mrs. Arletta Rati-Mitchel, Senior Retail Manager, Bank of Saint Lucia Limited, 758-456-6193
- Miss Creselda Alexander, Manager-Digital Branch, Bank of Saint Lucia Limited, 758-456-6793 / 758-719-1241
Languages
English
Native language
Spanish
Intermediate
B1
Timeline
Assistant Manager-Digital Branch
Bank of Saint Lucia Limited
03.2022 - Current
Acting Assistant Supervisor- Cash Management/ Vault Custodian for 5 Weeks (Alternate for Annual Vacation)
East Caribbean Financial Holding Company Ltd.
08.2019 - 09.2019
Loan Officer Understudy (Cross Training)
Bank of Saint Lucia Limited
07.2018 - 07.2018
Operations Supervisor
East Caribbean Financial Holding Company Ltd.
06.2018 - 03.2022
Foreign Exchange Officer (Cross Training)
East Caribbean Financial Holding Company Ltd.
06.2018 - 08.2018
Head Teller
East Caribbean Financial Holding Company Ltd.
08.2011 - 06.2018
Call Centre Supervisor (Part-Time)
Bank of Saint Lucia Limited
01.2009 - 05.2011
Customer Service Representative
Bank of Saint Lucia Limited
06.2007 - 07.2011
Frontline Teller
Bank of Saint Lucia Limited
04.2005 - 06.2007
ATM Custodian
East Caribbean Financial Holding Company Ltd.
04.2005 - 06.2007
Back Office
East Caribbean Financial Holding Company Ltd.
08.2004 - 03.2005
Receptionist/ Secretary
St Lucia Banana Corporation (SLBC)
01.2003 - 01.2004
Master of Science - Business Management-HRM
Edinburgh Napier University
Some College (No Degree) - Spanish Language And Literature
Venezuelan Institute
Associate of Arts - Business Management
NRDF-Associate of Business Executives
Associate of Arts - Business Management
Sir Arthur Lewis Community College (SALCC)
High School Diploma -
Corinth Secondary School
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