Carmen Camargo
San Antonio,TX
Summary
Dynamic team leader with a proven track record in performance monitoring, effective delegation, and member motivation. Adept at managing daily operations and fostering clear communication within teams. Committed to identifying needs and implementing innovative solutions that drive results and enhance collaboration.
Overview
17
17
years of professional experience
Work History
Fraud Servicing Unit - OA Team Lead
CITI
San Antonio , TX
02.2022 - Current
- Established specific team targets aligning with company goals.
- Facilitate the onboarding and training of new hires effectively.
- Optimized operations through consistent daily task delegation.
- Optimized team effectiveness through the cultivation of a constructive work atmosphere.
- Developed comprehensive help guides for new agents, COAs, and peers in effective note-taking.
- Led team of twenty to meet midyear performance targets.
- Support aspiring agents in goal-setting activities.
- Align team targets with organizational aims and assess performance routinely.
- Developed strategies to address issues in efficiency, costs, and profits.
Fraud COA
Citibank
San Antonio , TX
01.2022 - 02.2023
- Participated in the development of fraud risk management policies and procedures, ensuring comprehensive coverage.
- Utilized statistical analysis to identify fraud risk factors and recommend preventive measures.
- Developed and implemented strategies to reduce fraud losses.
- Collaborated with other departments to ensure proper resolution of fraud claims.
- Coordinated with internal teams to investigate suspect transactions and take appropriate action.
- Tracked chargeback activity to identify best practices for determining fraud.
- Completed day-to-day duties accurately and efficiently.
Fraud Servicing Agent
Citibank
San Antonio , TX
01.2008 - 01.2022
- Effectively managed and solved callers’ problems.
- Aligned banking products to meet customer needs.
- Reviewed and ensured the effectiveness of inquiry resolutions for customers.
- Delivered accurate information through comprehensive product and service knowledge.
- Handled and resolved customer complaints with prompt, courteous, and professional service.
- Established sales targets to drive team performance.
- Participated in ongoing training programs related to job duties or responsibilities.
Education
Associate of Arts - Family And Children Social Work
San Antonio College
San Antonio, Tx. Skills
- Versatile in dynamic environments
- Operational efficiency assessment
- Customer-focused complaint management
- Employee training and guidance
- Performance measurement metrics
- Strong communication skills
- Effective task prioritization
- Efficient issue resolution
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
Fraud Servicing Unit - OA Team Lead
CITI
02.2022 - Current
Fraud COA
Citibank
01.2022 - 02.2023
Fraud Servicing Agent
Citibank
01.2008 - 01.2022
Associate of Arts - Family And Children Social Work
San Antonio College
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