Nikia Teixeira
Devonshire
Summary
Detail-oriented customer service professional with over ten years of experience in fast-paced environments. Skilled in managing inquiries, resolving issues, and fostering positive client relationships. A strong team player, adept at multitasking, accurate record-keeping, and collaborating to achieve company goals. Committed to driving customer satisfaction and loyalty.
Overview
21
21
years of professional experience
Work History
Guest Service Agent,
Hamilton Princess and Beach Club Hotel
07.2024 - Current
- Greeted guests with a courteous and professional welcome, overseeing seamless check-in and check-out procedures to maintain service excellence.
- Handled phone inquiries and reservations, promptly resolving guest questions and concerns to maintain high levels of satisfaction.
- Accurately processed cash and card transactions for room payments and incidental purchases, maintaining proper billing and record-keeping procedures.
Client Support Associate,
HSBC Bank Bermuda
07.2021 - 03.2023
- Processed amendments, cancellations, and closures of products and services while ensuring strict compliance with CDD, KYC, and sanctions regulations; performed manual sanctions screenings and managed the KYC periodic and trigger event tracker to meet compliance deadlines.
- Acted as the primary client contact throughout onboarding, account maintenance, and ongoing CDD processes, delivering seamless service and support to enhance the clients journey.
- Collaborated closely with captive insurance relationship managers to identify and leverage opportunities that significantly enhanced client experience and reinforced corporate business loyalty.
Fraud Analyst,
HSBC Bank Bermuda
07.2018 - 07.2021
- Analyzed customer data across multiple systems and external sources to detect and prevent fraudulent activities, ensuring timely risk mitigation.
- Proactively contacted customers to notify them of fraudulent incidents, swiftly minimizing impacts through cancellation or replacement of compromised debit/credit cards.
- Prepared detailed reports on fraud trends and incidents, delivering clear summaries to senior executives to inform strategic decision-making.
Customer Service Associate,
HSBC Bank Bermuda
08.2004 - 07.2018
- Delivered exceptional customer service by assisting clients with daily banking transactions including deposits, withdrawals, check cashing, bank drafts, foreign currency exchanges, and wire transfers.
- Supported multiple operational roles across the branch including Floor Ambassador, Customer Service Desk representative, and Safety Deposit Box custodian.
- Proactively promoted banking products and services to clients, consistently contributing to branch sales targets and revenue growth.
- Consistently ensured exceptional service by strictly adhering to bank policies, procedures, and code of conduct, effectively addressing and exceeding diverse client needs.
Education
Business Administration Certificate -
PACE
Online03-2021
High School Diploma -
Cedar Bridge Academy
Bermuda01.2003
Skills
- Resourceful and committed, consistently reliable, and dedicated to completing tasks efficiently and effectively
- Skilled in communication, problem solving, data management.
- Strong working knowledge of all Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- In-depth experience with Visa and MasterCard applications
Accomplishments
- FCC STAR Award / Financial Crime Compliance Certificate - 2021
- AML Award / Anit-Money Laundering Certificate - 2019
- Top Sales Award 2010 - 2022
- Customer Letter of Appreciation / Excellence Award 2005 - 2020
- Customer Service Award 2005 - 2018
Timeline
Guest Service Agent,
Hamilton Princess and Beach Club Hotel
07.2024 - Current
Client Support Associate,
HSBC Bank Bermuda
07.2021 - 03.2023
Fraud Analyst,
HSBC Bank Bermuda
07.2018 - 07.2021
Customer Service Associate,
HSBC Bank Bermuda
08.2004 - 07.2018
Business Administration Certificate -
PACE
High School Diploma -
Cedar Bridge Academy
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