Antoinette Placido
San Antonio,Texas
Summary
Dynamic, results-oriented leader known for integrity and exceptional communication skills, driven by a passion for tackling challenges and seizing opportunities. Proven ability to resolve complex issues while fostering talent development and team collaboration. Committed to leveraging expertise to create impactful solutions that enhance organizational success. Eager to contribute a diverse skill set in a role emphasizing problem-solving and people development.
Overview
13
13
years of professional experience
Work History
Consumer Sales Support Lead Analyst, VP
Citibank NA
San Antonio, TX
01.2025 - Current
- Evaluated platform operations to maintain adherence to compliance requirements and strengthen overall risk mitigation strategies.
- Streamlined branch operations to support effective remote communication with clients.
- Oversaw quality assurance processes for junior analysts to enhance risk mitigation and uphold brand reputation.
- Achieved alignment of policies and procedures with industry advancements and client requirements through comprehensive evaluations. Enhanced risk management and client experience by updating operational procedures. Fostered collaboration among business line management to facilitate effective implementation.
- Designed and delivered monthly presentations on wealth escalations, providing critical insights for senior executives' decision-making.
Consumer Sales Support Sr. Analyst, AVP
Citibank NA
San Antonio, TX
09.2022 - 01.2025
- Oversaw and optimized standard call center metrics, including abandonment rate, service levels, staffing requirements, and capacity planning.
- Guided associates in navigating procedural challenges and resolving issues to support team productivity.
- Documented and monitored escalated issues, leveraging internal tracking systems to maintain efficient resolution timelines.
- Addressed and resolved escalations from clients, internal sales partners, and executive management.
- Coordinated with training partners to integrate coaching practices into training strategy, emphasizing knowledge enhancement and service improvement.
Intmd Assoc Telesales Rep
Citibank NA
San Antonio, TX
05.2022 - 09.2022
- Achieved completion of investment services training program.
- Collaborated with financial advisors to ensure accurate placement of investment trades and adherence to compliance standards.
- Provided essential support to client service associates in managing account openings and ongoing maintenance.
- Oversaw completion of maintenance requests by tax teams and supervisory principles to enhance service efficiency.
Telesales Specialist
Citibank NA
San Antonio, TX
07.2021 - 05.2022
- Guided wealth relationship managers in adherence to policies and procedures.
- Executed account maintenance requests for relationship managers.
- Managed client accounts by proactively identifying and resolving issues to strengthen relationships.
- Contributed to formation of Citi Alliance team to enhance collaborative efforts and operational efficiency.
Fraud Operations Senior Supervisor, AVP
Citibank NA
San Antonio, TX
10.2016 - 07.2021
- Directed and optimized performance of teams exceeding 30 agents.
- Coordinated inter-site efforts to carry out strategic initiatives, boosting overall departmental effectiveness.
- Analyzed agent performance metrics and provided targeted feedback in individual and group settings to foster talent development and drive success in meeting departmental goals.
- Developed strategic action plans to optimize business performance and productivity in a remote work environment. Led the creation of comprehensive documents to detail key risk indicators and quality metrics defined by brand standards. Championed initiatives to enhance understanding of fraud-related scorecards.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
Officer, Talent Accelerate Program Participant
Citibank NA
San Antonio, TX
09.2015 - 10.2016
- Engaged with operation managers and program participants to design a business plan aimed at improving recruitment and training alignment.
- Studied and analyzed retail bank fraud and one-stop sales procedures to effectively oversee and improve departmental functions.
- Formulated comprehensive criteria and protocols to enhance the selection process for fraud servicing unit team leads.
- Directed inventory management efforts to maintain service levels and meet production targets.
- Directed team operations for 15 agents while actively participating in business and leadership training sessions.
Quality Specialist
Citigold
San Antonio, TX
10.2014 - 09.2015
- Reviewed and assessed call recordings to recognize potential risks and provide actionable insights for process improvement.
- Analyzed and organized team performance metrics to drive alignment with organizational targets.
- Designed comprehensive job aids to enhance efficiency in handling various call scenarios.
- Managed escalated phone calls to resolve complex client issues effectively.
- Coordinated production activities for overnight groups, ensuring alignment with established service standards and timelines.
Financial Associate
Citigold
San Antonio, TX
06.2013 - 10.2014
- Directed evening shift operations across multiple sites to maintain service standards and reduce abandon rates by implementing strategic staffing solutions.
- Analyzed performance metrics to generate comprehensive efficiency reports for evening and overnight wealth teams.
- Strategized to ensure all service phone calls were answered in a timely manner.
- Delivered exceptional service to high-net-worth clients through efficient transfer and account maintenance processes.
- Assisted wealth clients in navigating online banking systems, promoting efficient account management.
Financial Associate
Citiphone
San Antonio, TX
01.2013 - 06.2013
- Facilitated client support by responding to inbound calls regarding account inquiries and service requests.
- Delivered comprehensive assistance to clients utilizing Citi website and app to enhance user experience.
- Monitored and addressed customer inquiries, leading to a steady stream of positive survey responses and appreciation calls.
Skills
- Series 7
- Series 63
- Series 9 & 10
- Data analytics
- Strong verbal skills
- Strategic leadership
- Persuasive communication
- Business development
- Business networking
Leadership
• Co-Chair of Citi Women - San Antonio Inclusion Network (2022-Current)
• Treasurer for Shiloh Missionary Baptist Church (2018-Current)
Timeline
Consumer Sales Support Lead Analyst, VP
Citibank NA
01.2025 - Current
Consumer Sales Support Sr. Analyst, AVP
Citibank NA
09.2022 - 01.2025
Intmd Assoc Telesales Rep
Citibank NA
05.2022 - 09.2022
Telesales Specialist
Citibank NA
07.2021 - 05.2022
Fraud Operations Senior Supervisor, AVP
Citibank NA
10.2016 - 07.2021
Officer, Talent Accelerate Program Participant
Citibank NA
09.2015 - 10.2016
Quality Specialist
Citigold
10.2014 - 09.2015
Financial Associate
Citigold
06.2013 - 10.2014
Financial Associate
Citiphone
01.2013 - 06.2013