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Tricia Joseph

@triciajoseph

Customer Success and operations professional who improved team performance at Community Care Credit Union through coaching and KPI monitoring.

Trinidad and Tobago

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What I'm looking for

I’m targeting remote roles in Customer Success, Customer Experience, Client Onboarding, Customer Operations, Training and People Operations.

At Community Care Credit Union, I supervised and coached a team of four while monitoring KPIs and supporting service and operational standards. I also managed client interactions and loan processing from application through approval and funding.

At Sagicor General Insurance, I managed client relationships throughout the policy lifecycle, from needs assessment and follow-up to renewals and service support. I used CRM systems to document interactions and explain insurance options clearly.

Earlier, at Pan American Life Insurance Group, I built and maintained a client portfolio through relationship management, referrals and proactive follow-up. At Scotiabank Trinidad & Tobago, I handled customer interactions, negotiated payment arrangements and maintained CRM records.

At Digicel Trinidad & Tobago, I supervised and coached employees in customer service and sales, monitored KPIs, and delivered training in communication, objection handling, upselling and service excellence. I’m targeting remote roles in Customer Success, Customer Experience, Client Onboarding, Customer Operations, Training and People Operations.

Experience

Work history, roles, and key accomplishments

Branch Supervisor & Loans Officer

Community Care Credit Union

Aug 2022 - Aug 2024 (2 years)

Led a team of four employees, providing day-to-day direction, coaching and performance support while maintaining service and operational standards. Managed end-to-end client interactions and loan processing from application through approval and funding.

Team Leadership Coaching KPI Monitoring Loan Processing Customer Relationship Management CRM Service Recovery Process Improvement Microsoft Office Google Workspace

Sales Agent / Customer Service

Sagicor General Insurance

Sep 2019 - Aug 2022 (2 years 11 months)

Managed client relationships throughout the policy lifecycle, including needs assessment, follow-up, renewals and service support. Handled customer inquiries and policy concerns with accuracy, empathy and professionalism.

Customer Relationship Management CRM Insurance Needs Assessment Communication Skills Follow up Sales

Sales Agent

Pan American Life Insurance Group

Jan 2014 - Dec 2016 (2 years 11 months)

Conducted consultative client meetings to understand needs and explain financial protection options clearly. Built and maintained a client portfolio through relationship management, referrals and proactive follow-up.

Consultative Selling Customer Relationship Management Insurance Communication Skills Retention

Call Center Collections Agent

Scotiabank Trinidad & Tobago

Mar 2013 - Dec 2013 (9 months)

Handled high-volume inbound and outbound customer interactions while maintaining professionalism and empathy. Negotiated payment arrangements and resolved customer concerns while protecting the client relationship.

Collections Negotiation Customer Service CRM Communication Skills

Call Center Supervisor

Digicel Trinidad & Tobago

Aug 2006 - Jul 2012 (5 years 11 months)

Supervised and coached employees in a high-volume customer service and sales environment. Monitored service and sales KPIs, identified performance gaps and implemented coaching strategies to improve results.

Supervision Coaching KPI Monitoring Performance Management Customer Service Sales Training