Doreen Miller

• Team Lead and Subject Matter Expert: Provide ongoing support to Manager with researching & providing information for tests within our scope of reviews. This includes Brands & CRS Exception Report Digital Tests, Aspen Brands, CRS, PROX & Macy’s tests within our scope of reviews. As SME, I provide ongoing support to frontline analysts & their managers in providing guidance related to quality risk monitoring questions for more complex scenarios. Review daily HUB Alerts and forward pertinent Alerts to team analysts. Attend & take minutes at monthly CAO Monitoring-Retail Services Customer Service Monthly Deck Review Meetings.
• Weekly Touchpoint Meetings: Assisted manager in weekly touchpoint meetings with the TCS teams and reviewed the overall accuracy totals.
• Monitoring Procedure Updates: I update our monitoring procedures as CRS tests progress through the ARCM transformation process. I also update our monitoring procedures after management advises of any updates to our procedures. This also involves researching Knowledge HUB and Olympus Knowledge procedures and including these resources in the procedure documents.
• Training Procedural Updates for TCS analysts and Level 2 Analysts: After making updates to the documented monitoring procedures, I email our Level 1 analysts to share with their teams and our Level 2 analysts, and include the specific changes to the procedures with the effective dates.
• Training New Recruits: Train new Team Analysts in the B10 role. Train TCS analysts in new test reviews for Brands, CRS Consumer & Commercial & Macy’s. Request all system accesses required for new analysts to fulfill their role requirements. Perform side-by-side reviews and coaching.
• Internal Audit Deliverables and ICRM Monitoring Deliverables for CRS: Prepare Sample of Ones and present walk-throughs of step-by-step monitoring examples and procedures. Provide additional information as requested following the walk-through meetings.
• Level 2 Quality Check Reviews for U.S. & Canada CRS Consumer & Commercial, PROX, Macy’s and Branded Cards: Perform checker function and am a Quality Level 2 reviewer for Level 1 (Manager) Findings Reviews. Overall Mission in following the current quality procedures when reviewing the case, Timeliness & Accuracy in working the item & if errors were identified correctly, Annotation Errors, Notes for Coaching Purposes, Account Review (anything outside of the initial review), Reviewer Accurate Entry of information into Aspen, Action/Remediation properly identified & communicated by the Reviewer, Sub-Review accuracy. Provide clear & complete details when providing feedback.
• Level 2 Dispute Queue for U.S. & Canada CRS Consumer & Commercial, PROX, Macy’s and Branded Cards: Review disputed Quality Level 2 Reviews, research and provide decision with clear and complete comments.
• Aspen Dispute Queue for U.S. & Canada CRS, PROX and Macy’s: Review and decision disputes for Analyst Findings Detail Records. This involves reviewing calls, account notes, Knowledge Hub & Olympus Knowledge resources before decisioning disputes as either Approved or Denied. I also am back-up reviewer for Brands Dispute Queue.
• Aspen Escalated Disputes: Provide detailed information on the reasoning for decisioning denied disputes that are escalated.
• CAO Monitoring Procedures for CRS Consumer & Commercial (US & Canada), PROX, Macy’s: Create & maintain monitoring procedures for front-line analysts, Level 1 and Level 2 analysts.
• Brands GAP Monitoring Procedures: I created & continually updated monitoring procedures for Branded Card Quality & Risk Monitoring for Level 1 analysts.
• Aspen Reviews Error Types: Notify the Aspen Team regarding duplications of Error Types & advising which Error Type to remove. Make recommendations for adding missing Error Types to Aspen when I see the same Error Type on similar Reviews that should be mirrored to the Review that is missing the same Error Type.
• Quest Digital Review: In-depth knowledge of Brands and CRS Digital Monitoring tests, Brands and CRS Customer Follow-up on High Risk Issues to ensure that the Feedback Loop Remediation Team completed the correct follow-up as outlined in the procedures. I am also responsible for completing the CRS Credit Line Increase Decline Letter reviews.
• Aspen Reviews: Extensive experience with completing both Brands, Brands Messaging and CRS reviews in Aspen. I am also responsible for completing the Macy’s Messaging Quality Control Transcript Reviews. I have completed ERU Review tests.
• Macy’s ERU Reviews: Experience with completing Macy’s ERU reviews in Aspen where the complaint is accessed in PEGA and all case documents are reviewed for proper handling and closure.
• 100% Accuracy: I consistently achieve 100% accuracy in analyst quality review accuracy and zero over-turns for dispute escalations.
• Systems Working Knowledge: Aspen: for Brands: Dispute Reviewer, Review Entry, Control Manager; for Retail Services: Quality Level 2 Reviewer, Review Entry, Dispute Reviewer, Control Manager. Quest: Reviewer, Feedback Loop Reviewer, Operational Reports: Line Wise Report. Workdesk (G360): for CRS and for Macys. Webview, Sawgrass, AWS, Olympus, FDR, BEST, RPLID Nice Engage NA1, NA2, NA3, Nexidia, Lexis Nexis.
• Proficient in Microsoft Excel, PowerPoint.
• I have the ability to achieve maximum results with a limited level of direct supervision. I have consistently demonstrated the ability to exercise sound judgement as well as clear and concise written and verbal communication skills. I have high attention to detail and quality and work well both independently and group settings.
• Achieved 1 Excellence Rating across the board in 2023.

• Responded to inbound phone inquiries from customers and retail associates regarding specific customer service related questions and concerns.
• Analyzed customer accounts to identify and resolve disputes
• Used problem-solving skills and effective decision making to resolve inquiries.
• Complied with company policies and procedures to consistently meet performance targets.
• Provided personalized, professional service to our clients as their advocate throughout the dispute life cycle.
• Determined loss liability and contacted merchants or retail store associates on a client's behalf to resolve billing questions.
• Demonstrated an empathetic approach with our clients and a warm, respectful tone while consistently meeting and exceeding our customer's expectations.
• Performed customer service duties as overflow.
• I received several commendations from customers for my assistance to them as well as from my Manager.
• SME for Home Office agents and assisted with set up and troubleshooting.

• Resolved issues/concerns of Clients who phoned to close their account.
• Applied thorough knowledge of all customer service functions in handling Account Retention, Balance Retention and Pre-emptive Call Flows.
• Negotiated pricing with customers to ensure competitive rates were offered.
• Identified opportunities for cross-selling additional services or products to current clients.
• Ensured compliance with company policies and procedures related to sales activities.
• Answered product questions with up-to-date knowledge of sales and promotions.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Listened to customer needs to identify and recommend best products and services.
• Excellent questioning and listening skills in developing rapport with Clients to gain their trust and continued business.
• Served as Subject Matter Expert for the Home Office Environment, resolved system issues for the Home Office Retention Team & I was one of 5 SMEs who trained employees from the various Departments within Citibank for the Work At Home Program when it initially started in Sioux Falls. This involved assisting in configuring workstations to the employee and trained the employees how to use the Work-At-Home system/telephone, etc.
• I received several commendations from customers and from my managers for my assistance to customers.

• Listened to customer requests and assisted with inquires in all Customer Service account functions with a thorough knowledge of system processes/procedures.
• Demonstrated excellent listening/questioning skills in developing great rapport with the Clients.
• Provided excellent customer service by engaging in friendly conversations with Clients.
• Developed an understanding of all products available in order to provide accurate information to customers.
• Promoted Citivendor products and card upgrades in the Client's best interest.
• Answered customer questions about products and services and recommended appropriate solutions.
• Handled customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Evaluated benefits for each caller to determine service needs and address concerns.
• Served as TSP and SME in classroom instruction of new hire associates which included monitoring & providing feedback, coaching & support to new hires. Assisted with organizing classroom activities, attendance records & facilitating as needed at the Trainer's direction. I received several commendations from the new hire trainers for my assistance.
• Completed special ad hoc assignments to assist my Manager.
• I received several commendations from customers for my assistance to them and from my managers for my assistance to them.