Annette Carpenter
Summary
Accomplished Client Service Officer at Citibank with a proven track record in enhancing client satisfaction and resolving complex issues. Skilled in compliance understanding and client relationship building, I have significantly contributed to team performance and client retention. Recognized for analytical mindset and exceptional problem-solving abilities, consistently exceeding performance metrics.
Overview
21
21
years of professional experience
Work History
Client Service Officer
Citibank
07.2016 - Current
- Demonstrated excellent analytical skills by identifying patterns in client behavior and proactively addressing potential issues before they escalated.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Accepted and processed payments, updated accounts and issued receipts.
- Consistently exceeded performance metrics, resulting in recognition as a top-performing Client Service Officer.
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Facilitated timely resolutions of client concerns, minimizing potential negative impacts on the business relationship.
- Provided knowledgeable service and support for all customer needs.
- Provided ongoing training to junior team members, contributing to their professional development and improving overall team performance.
Escalation Specialist
Citibank, NA
02.2008 - 07.2016
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Assisted in the implementation of new tools designed to improve case tracking and reporting capabilities within the escalation team.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
Online Support Specialist
Citibank, NA
01.2004 - 02.2008
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues through online support channels.
- Handled escalated customer complaints with empathy and professionalism, leading to effective resolutions and preserved client relationships.
- Utilized strong troubleshooting skills to diagnose and resolve technical issues, minimizing downtime for clients and ensuring smooth product usage.
- Collaborated with team members to develop new strategies for resolving complex customer inquiries.
- Maintained expert knowledge of company products and services, staying current on updates and enhancements to provide accurate information to clients.
- Contributed to the development of internal training materials, promoting ongoing learning within the support team.
Education
No Degree - Business Office Administration
Berufsfachschule
Buedingen/Germany07-1990
Skills
- Compliance understanding
- Client onboarding
- Time management skills
- Clear communication skills
- Client Relationship Building
- Analytical mindset
- Meeting facilitation
- Teamwork and Collaboration
- Customer Service
- Problem-solving skills
- Attention to Detail
- Multitasking
Languages
English
Full Professional
German
Native or Bilingual
Timeline
Client Service Officer
Citibank
07.2016 - Current
Escalation Specialist
Citibank, NA
02.2008 - 07.2016
Online Support Specialist
Citibank, NA
01.2004 - 02.2008
No Degree - Business Office Administration
Berufsfachschule