Semone Hodge
St. John’s,Antigua
Summary
I am a very dependable, results-driven professional with extensive experience in client account management. Demonstrated ability to build and maintain strong client relationships while adapting to dynamic environments. Known for strong collaboration and achieving results, leveraging communication and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Client Account Representative
Nimbus Services DMCC
11.2022 - 04.2025
- Managed a diverse portfolio of accounts, maintaining professional relationships with clients and agents from various fields: Finance, IT, Investment Banking and Medical Industry, specifically within Asia and UAE regions.
- Contributed to team objectives and streamlined client onboarding process for improved efficiency. Exceeding performance targets through diligent account management efforts, contributing to overall team success.
- Collaborated with internal departments to ensure clients and agents payments were processed efficiently.
- Assisted with preparing monthly reports showcasing key metrics, reflecting positive impacts and/or developed solutions for unique challenges.
- Team-leader overseeing 3 support staff (2 locally, 1 in UAE); while performing effectively in self-directed work environment, managing day-to-day operations and decisions.
- Organized and led regular agent review meetings to ensure alignment on goals, expectations, and overall satisfaction.
- Facilitated travel arrangements for executive clients by handling flight bookings, transportation and itineraries within a timely manner.
- Collaborated with cross-functional teams to develop strategies for streamlining workflow and improving overall efficiency within the organization.
- Delivered comprehensive training to internal team members and implemented process improvement initiatives.
- Assisted in recruitment efforts by screening resumes, scheduling interviews, and maintaining accurate records of candidate information.
Financial Administration Specialist
BCOS Antigua
10.2019 - 10.2022
- Streamlined administrative processes by maintaining an efficient, highly organized digital filing system.
- Provided comprehensive support to management teams during key projects, ensuring deadlines were met and objectives achieved.
- Managed email correspondence and handled outgoing distribution to the relevant departments.
- Prepared and reviewed invoices, coordinating with internal departments regarding billing and payments.
WFM/Command Center Real Time Analyst
Client Communication Services
04.2015 - 09.2019
- Optimized workforce distribution by analyzing historical data and trends in real time.
- Scheduled the Customer Service agents breaks and lunches in accordance with daily game schedules, not affecting peak periods and maximizing on coverage.
- Maximized agent adherence to schedule by implementing real-time adjustments based on call/email/chat volume fluctuations.
- Monitored and prepared daily Attendance Adherence, Agent Call Surf and Intraday reports for all sites (Antigua, Canada, Manila, Malta) for use in making business decisions.
- Supported continuous improvement initiatives and recommended solutions for recurring issues.
- Collaborated with management and leadership teams to develop targeted action plans for addressing performance gaps.
- Point of Contact responsibility - reported technical issues between global leaders and Technical Emergencies Department.
- Coordinated Command Center Team schedules monthly.
- Assisted the Head of Command Center with team meetings, follow ups/coaching, internal training, leadership reports and other duties and responsibilities in her absence.
Customer Service/Poker Customer Service Representative
Client Communication Services
07.2014 - 04.2015
- Handled calls and emails professionally and efficiently, maintained a polite and courteous demeanor, to establish satisfactory resolutions for customers.
- Assisted customers in navigating the company website, making deposits and withdrawals, improving the overall user experience.
- Applied knowledge gained from past experiences and leadership feedback in troubleshooting and problem solving endeavors.
- Strived to offer one call resolution whenever possible by being proactive in anticipating customer needs and meeting or exceeding them when possible.
- Maintained details records of customer interactions, ensuring adequate follow-up and resolution of issues.
- Collaborated team members and with other departments to develop best practices for consistent customer delivery.
- Understood and became familiar with the features of the Poker website and game play interface responsibly and according to the guidelines outlined in the employee handbook.
- Exceeded performance metrics consistently, earning recognition as the MVP within the team.
Receptionist Administrative Assistant
Henry & Burnette Attorneys-at-Law
03.2013 - 06.2014
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered the telephone promptly and directed incoming calls to the correct department.
- Collected cash and cheque payments, processed transactions and updated relevant records.
- Supported office efficiency by performing administrative tasks such as data entry, scanning, filing, and faxing documents.
- Supported Attorneys through scheduling appointments, balancing complex calendars to ensure optimal use of time.
- Assisted internal staff with clerical and administrative responsibilities such as preparing letters, affidavits, standard legal documents and estimates for services rendered.
- Liaised between clients and vendors and maintained effective lines of communication.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Monitored office supplies inventory, ensuring availability of essential items without overstocking.
Examinations Officer/Faculty Assistant
American University of Antigua
05.2007 - 04.2011
- Coordinated with the Dean of Students and support Faculty to ensure exam papers, rooms and resources were in place for exams.
- Compiled and securely stored exam materials, answer scripts, and results.
- Graded and processed multiple choice exams using the Scantron machine.
- Maintained accurate records of student grades, and academic progress ensuring confidentiality with institutional requirements.
- Scheduled appointments and provided administrative support for the Head of the Examinations Department , Dean of Students and Faculty Assistant.
- Organized agenda and meetings for professors and record minutes from meetings.
- Handled all new student applications and admissions packages.
- Liaised with the Registrar’s Office on office duties and student records.
Loans Utility Clerk
ABI Bank Ltd.
01.2005 - 03.2007
- Addressed and resolved customer complaints and answered subsequent customer service questions.
- Processed all routine loan maintenance activities such as, non-cash transactions, account updates, and status changes.
- Verified completeness of loan packages to include compliance checks.
- Conducted preliminary interviews with clients for cash secured, vehicle and personal loans during promotional seasons.
- Supported loan officers in administrative tasks as requested.
- Performed data entry and updates to the database to ensure accurate record keeping.
- Tracked client payment schedules and promptly followed up with clients on overdue accounts.
Customer Assistant
Antigua Commercial Bank
04.2004 - 01.2005
- Performed clerical duties to the branch manager.
- Managed and dispatched all telephone calls to the relevant departments.
- Greeted customers warmly and assisted with inquires.
- Assisted in the preparation of financial documents such as bank drafts and wire transfers for selected customers.
- Handled and processed all non-cash transactions from customers.
- Maintained detailed records of customer interactions, documenting concerns, actions taken and final resolutions.
- Prepared out going mail and dispatched all mail received to the relevant departments.
Education
High School Diploma -
Clare Hall Secondary
Cassada Gardens, St. John’s01.2002
Skills
- Microsoft Office proficiency
- Analytical problem resolution
- Goal oriented
- Project management
- Teamwork and collaboration
- Reliability
- Interpersonal communication
- Team leadership
- Effective communication
- Adaptability and flexibility
- Account management
Timeline
Client Account Representative
Nimbus Services DMCC
11.2022 - 04.2025
Financial Administration Specialist
BCOS Antigua
10.2019 - 10.2022
WFM/Command Center Real Time Analyst
Client Communication Services
04.2015 - 09.2019
Customer Service/Poker Customer Service Representative
Client Communication Services
07.2014 - 04.2015
Receptionist Administrative Assistant
Henry & Burnette Attorneys-at-Law
03.2013 - 06.2014
Examinations Officer/Faculty Assistant
American University of Antigua
05.2007 - 04.2011
Loans Utility Clerk
ABI Bank Ltd.
01.2005 - 03.2007
Customer Assistant
Antigua Commercial Bank
04.2004 - 01.2005
High School Diploma -
Clare Hall Secondary
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