Rassheniya Hylton

Managed personal-loan lifecycle from application processing and underwriting support to collections. Delivered personalized customer service, built client relationships for repeat business, and met/exceeded individual and branch sales goals while ensuring regulatory compliance.

Assisted high-volume customers daily with product recommendations and project support, increasing sales through upselling and cross-selling. Maintained a 95% customer-satisfaction rating by resolving concerns quickly and accurately.

Managed high-volume cash and financial transactions with accuracy and compliance. Trained and mentored team members, handled escalated customer concerns professionally, and supported regulatory compliance and financial reporting standards.

Led sales and customer-service initiatives to meet and exceed revenue targets through coaching and performance feedback. Assisted customers with product selection, billing inquiries, and issue resolution to drive revenue growth via clear communication and product knowledge.

Handled inbound calls to resolve customer inquiries, billing issues, and service concerns in a high-volume call-center environment. Accurately documented interactions in CRM systems and maintained call performance metrics.

Delivered engaging guest experiences by guiding tours and providing detailed, accurate information. Coordinated with customers and local partners to ensure seamless services, maintained consistent customer support, and built relationships through clear communication and problem-solving.

Supervised a call-center team by monitoring performance, handling escalated calls, and providing coaching to improve customer satisfaction. Analyzed reports and metrics to increase team productivity and delivered training to enhance service performance.

Managed team operations, scheduling, and performance tracking while maintaining customer service quality standards and operational efficiency. Delivered coaching and feedback to improve service delivery and ensure consistent results.

Promoted and sold financial products (credit cards), supporting account acquisition and revenue growth. Monitored call quality and performance for compliance with company standards, and analyzed production reports to track key metrics for data-driven improvements.

Assisted customers with product selection and handled inquiries to drive sales. Completed administrative tasks including billing, filing, and inventory tracking while maintaining accurate records and supporting daily operations.

Earned a TEAM Jamaica certification.

Completed Early Childhood Education (Level 2) training at HeartTrust/NTA.

Completed a Tour Guide certification through the Jamaica Tourist Board.

Studied Hotel and Restaurant Management at Western Hospitality Institute.

Completed high school and earned a High School Diploma at Harrison Memorial High.