Customer Service Advocate
Citi Group
11 2023 - Current
- Assist customers with their accounts and often times dispute charges for them
- Do research on each account to direct to determine the issues to resolve
- Send new credit cards upon request
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
