Carmen Camargo
San Antonio,TX
Summary
Highly motivated, dedicated Team Lead experienced building positive rapport, effective performance. Demonstrated effective leadership skills and ability to multi-task team performance, enhancing productivity in a high-paced work setting. Focus with excellence in communicating goals and vision to succeed.
Overview
17
17
years of professional experience
Work History
FSU OA/ Team Lead
CITI
06.2022 - Current
- Monitoring team performance and reporting on metrics to upper management.
- Conducting regular team meetings to discuss progress, address concerns, and facilitate collaboration.
- Setting clear team goals and performance expectations in alignment with company objectives.
- Assisting with the recruitment, hiring, and training of new team members.
- Delegating tasks and setting project deadlines to ensure efficient workflow and timely completion.
- Encouraging a positive work environment that promotes productivity and employee satisfaction.
- Created help guides for new agents, COAs, peers in note taking, captured complaints, steps to research EFD systems, Firefly systems.
- Adaptable to a fast pace environment with communication with The command center with productivity.
- Review goals, financial targets, strategy program, metrics and reporting.
Fraud Servcing Agent
Citibank
01.2008 - 06.2021
- Informed clients of policies and procedures.
- Resolved caller issues quickly and thoroughly.
- Obtained client information by answering telephone calls.
- Advised customers about new products, assisted customers with providing banking product for needs.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Education
Associate of Arts - Family And Children Social Work
San Antonio College
San Antonio, Tx. High School Diploma -
San Clemente High School
San Clemente, CASkills
- Dependable/ Adaptable
- Identify and create ideas for call volume, AHT
- Production Monitoring
- Complaint resolution
- Performance Improvement/ Performance Monitoring
- Coaching and Mentoring/ Employee Development
- Key Performance Indicators
- Task Delegation/Team Training
- Strong Communication skills
- Teamwork and Collaboration
- Time Management/ Organized/
- Problem-solving abilities
- Multitasking Abilities
- Team building/Employee Motivation
Accomplishments
Assisted Command Center in creating a report to help reduce idle and queue times.
Agent of the future graduate, AOTF.
Agent of the Future of the month 10/2023.
Received a Platinum Citi Gratitude “Lives our Values.”
Nominated as Top Performer CitiStars, paid trip to Hawaii.
Timeline
FSU OA/ Team Lead
CITI
06.2022 - Current
Fraud Servcing Agent
Citibank
01.2008 - 06.2021
Associate of Arts - Family And Children Social Work
San Antonio College
High School Diploma -
San Clemente High School
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