Erica Williams
New Providence
Summary
Accomplished professional with expertise in compliance management and customer service, honed at Commonwealth Bank. Proven track record in enhancing client relationships and driving revenue growth. Skilled in data analytics and teamwork, consistently achieving targets and improving operational efficiency. Recognized for strategic initiatives that increased customer satisfaction by overhauling service protocols.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
New Accounts Supervisor
Commonwealth Bank
- Developed and implemented new account acquisition strategies to enhance client engagement.
- Trained and mentored team members on onboarding processes and client relationship management.
- Analyzed market trends to identify growth opportunities in new account sectors.
- Streamlined account setup procedures, resulting in improved operational efficiency.
Collections Agent
Commonwealth Bank
- Managed inbound and outbound communications to resolve outstanding debts.
- Executed payment arrangements while maintaining compliance with regulatory guidelines.
- Utilized collection software to track customer accounts and monitor payment statuses.
- Collaborated with team members to develop effective collection strategies for challenging accounts.
Executive Assistant - VP Credit Risk Management
Commonwealth Bank
01.2023 - Current
- Facilitated communication between executives and stakeholders to enhance workflow efficiency.
- Assisted in scheduling appointments and managing calendars to optimize time management.
- Organized meetings and prepared agendas, ensuring all necessary materials were available.
- Maintained comprehensive filing systems for easy access to important documents.
- Coordinated travel arrangements, including itineraries and accommodations, for executives.
- Conducted research on various topics to prepare reports for executive review.
- Collaborated with team members to streamline office processes and improve productivity.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Answered high volume of phone calls and email inquiries.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
- Aided in the recruitment process by screening resumes, scheduling interviews, and assisting with candidate selection.
- Delivered exceptional organizational support enabling executive focus on high-level strategic initiatives fostering company growth.
- Contributed to budget management by monitoring expenses and providing detailed expenditure reports regularly.
- Facilitated training and onboarding for incoming office staff.
- Used advanced software to prepare documents, reports, and presentations.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
Executive Administrative Assistant
Bahamas Harvest Church
07.2018 - 10.2022
- Coordinated executive schedules, ensuring efficient time management and prioritization of meetings.
- Managed correspondence, facilitating effective communication between executives and stakeholders.
- Developed and maintained filing systems, enhancing document retrieval efficiency.
- Prepared meeting agendas and minutes, supporting strategic decision-making processes.
- Assisted in budget tracking and expense reporting, contributing to financial accuracy.
- Implemented office organization strategies that improved workflow and productivity.
- Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Reviewed incoming communications for urgency or importance; prioritized correspondence accordingly for executive review or action.
- Collaborated with cross-functional teams, expediting project completion times and enhancing overall efficiency.
- Enhanced communication between departments through proactive coordination of meetings and events.
- Assisted in event planning efforts, executing successful corporate functions that bolstered brand image and networking opportunities.
- Assisted in the development of presentations, effectively conveying crucial information to stakeholders.
- Coordinated complex annual meeting involving multiple presenters, high number of global attendees and robust budget encompassing livestream production, remote location arrangements and senior executive accommodations.
- Offered assistance, collaboration and clerical support to auditors throughout entire review process.
Executive Assistant/Property Manager
Palm Cay
04.2017 - 04.2018
- Managed executive calendars, scheduling meetings and coordinating travel arrangements efficiently.
- Streamlined office operations by implementing a new document management system.
- Coordinated cross-departmental communication to facilitate project completion and information sharing.
- Drafted and edited correspondence, reports, and presentations for executive review.
- Led onboarding process for new administrative staff, enhancing team productivity and cohesion.
- Maintained confidentiality of sensitive information while managing executive communications effectively.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Improved office efficiency by implementing new filing systems and document management processes.
- Collaborated on special projects to improve overall business operations within the organization efficiently.
- Proactively identified areas requiring attention or improvement aligning priorities effectively in line with executive preferences.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Developed strong relationships with vendors leading to improved contract terms resulting in cost savings for the company.
- Handled payroll processing tasks accurately while maintaining strict adherence to deadlines for timely payments.
- Supported strategic planning sessions, providing logistical support and compiling necessary background materials.
- Contributed to budget management by tracking expenditures and identifying cost-saving opportunities.
- Negotiated with vendors for cost savings, securing high-quality services at reduced rates.
- Filed paperwork and organized computer-based information.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Volunteered to help with special projects of varying degrees of complexity.
- Created and managed office systems to efficiently deal with documentation.
- Led staff and vendors in providing high level of service for owner and guests.
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
- Managed tenant relations, addressing concerns and facilitating communication to enhance satisfaction and retention.
- Developed and implemented marketing strategies for vacant units, increasing occupancy rates through targeted outreach.
- Trained junior staff on property management software, enhancing team efficiency and productivity in daily operations.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Followed up on delinquent tenants and coordinated collection procedures.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
Assistant Branch Manager, Operations
Bank of The Bahamas
07.2015 - 08.2016
- Led daily operational activities to enhance branch efficiency and customer satisfaction.
- Developed training programs for staff, improving service delivery and team performance.
- Implemented process improvements to streamline operations and reduce workflow bottlenecks.
- Monitored inventory levels, ensuring accurate stock management and timely replenishment.
- Assisted in executing strategic initiatives aligned with organizational goals and objectives.
- Evaluated staff performance, providing constructive feedback and fostering professional development.
- Coordinated with cross-functional teams to enhance collaboration and operational effectiveness.
- Analyzed customer feedback data to identify trends and drive service enhancements.
- Enhanced branch efficiency by streamlining operational processes and implementing new systems.
- Facilitated inter-departmental collaboration to optimize overall branch functionality and cohesion.
- Managed daily operations for optimal branch performance, including staff scheduling, customer service, and financial transactions.
- Developed marketing strategies designed to drive increased foot traffic into the branch location; these efforts resulted in an uptick in new account openings over time.
- Cultivated strong relationships with clients by consistently providing exceptional service tailored to their individual needs.
- Reduced operational costs through diligent expense management and efficient resource allocation.
- Coordinated community outreach efforts aimed at increasing brand visibility and fostering goodwill among local residents and businesses alike.
- Spearheaded branch initiatives for growth in sales, loans, and other services, resulting in increased revenue generation.
- Improved customer satisfaction with prompt issue resolution and proactive communication.
- Analyzed business trends to identify areas of opportunity for improved sales performance within the local market segment.
- Strengthened internal controls, resulting in a marked reduction in instances of fraud and other forms of financial malfeasance.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Examined customer loan applications for loan approvals and denials.
- Consulted customers to boost product sales and services.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Created financial dashboards to provide insights into key performance indicators.
Assistant Customer Service Manager
BAF Financial & Cash & Go
11.2014 - 07.2015
- Led customer service initiatives to enhance satisfaction and streamline operations.
- Developed training programs for staff to improve service quality and efficiency.
- Implemented feedback mechanisms to identify areas for improvement in service delivery.
- Managed scheduling and staffing to optimize team performance during peak hours.
- Monitored key performance indicators, driving continuous improvement in service metrics.
- Collaborated with cross-functional teams to address customer concerns effectively.
- Analyzed customer interactions to refine processes and elevate resolution rates.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored junior staff, fostering professional development and enhancing team capabilities.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
- Promoted brand loyalty by offering personalized assistance tailored to individual needs during each interaction with customers.
- Served as a key liaison between customers and internal departments to facilitate timely resolutions for complex issues or escalated complaints.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Manager Client Care
RBC Finco
07.2008 - 08.2014
- Led cross-functional teams to streamline operations and enhance productivity.
- Developed and implemented strategic initiatives to improve service delivery and customer satisfaction.
- Mentored junior staff, fostering professional development and improving team performance.
- Analyzed operational data to identify trends, optimize resource allocation, and reduce costs.
- Collaborated with stakeholders to align departmental goals with organizational objectives.
- Established key performance indicators to measure success and drive continuous improvement efforts.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Verification Officer
Commonwealth Bank
07.1997 - 07.2008
- Conducted thorough reviews of verification documents to ensure compliance with regulatory standards.
- Collaborated with cross-functional teams to streamline verification processes and enhance efficiency.
- Implemented quality control measures to maintain high accuracy in document assessments.
- Trained junior staff on verification protocols and best practices to foster team development.
Education
No Degree - Tourism And Hospitality
Ministry of Tourism
03-2014
No Degree -
Bahamas Institute of Financial Services
04-2013
Bachelor of Arts - Business & Professional Management
Nova Southeastern University
Yamacraw06-2006
Associate of Arts -
College of Boca Raton
Boca Raton Florida01-1990
Associate of Science -
College of The Bahamas
Poncianna Drive08-1989
High School Diploma -
Queens College
Village Road06-1989
Skills
- Compliance management
- Forecasting
- Collaboration
- Teamwork and collaboration
- Customer service
- Goal oriented
- Customer relationships
- Verbal and written communication
- Networking skills
- Customer needs assessment
- Sales tactics
- Client development
- Internal auditing
- Sales techniques
- Data analytics
- Revenue growth
- Cold calling
- Overcoming objections
- Lead prospecting
- Opportunities identification
- CRM systems
Affiliations
United Women Association
Certification
- Bahamas Host Trainer - 2 years
- Certified Financial Planner
Timeline
Executive Assistant - VP Credit Risk Management
Commonwealth Bank
01.2023 - Current
Executive Administrative Assistant
Bahamas Harvest Church
07.2018 - 10.2022
Executive Assistant/Property Manager
Palm Cay
04.2017 - 04.2018
Assistant Branch Manager, Operations
Bank of The Bahamas
07.2015 - 08.2016
Assistant Customer Service Manager
BAF Financial & Cash & Go
11.2014 - 07.2015
Manager Client Care
RBC Finco
07.2008 - 08.2014
Verification Officer
Commonwealth Bank
07.1997 - 07.2008
New Accounts Supervisor
Commonwealth Bank
Collections Agent
Commonwealth Bank
No Degree - Tourism And Hospitality
Ministry of Tourism
No Degree -
Bahamas Institute of Financial Services
Bachelor of Arts - Business & Professional Management
Nova Southeastern University
Associate of Arts -
College of Boca Raton
Associate of Science -
College of The Bahamas
High School Diploma -
Queens College