Jeffrey Perez
Jacksonville,FL
Summary
Insightful Executive Customer Care Research Analyst delivering exceptional performance to customers and team members. Achieved high productivity and efficient task completion through expertise in data analysis, customer feedback interpretation, and trend forecasting. Focused on identifying areas for improvement and crafting strategic solutions to enhance customer satisfaction and meet company objectives.
Overview
22
22
years of professional experience
Work History
Intermediate Associate Executive Response Analyst
Citi
01.2022 - Current
- -Delivered personalized service to customers, liaising with Office of the Chairman, Senior Executives, and regulatory/legal channels to ensure satisfaction.
- -Resolve customer issues, acting as a client advocate while balancing decisions with business judgment.
- -Conducted in-depth investigations, collaborating with internal and external partners (Compliance, Legal, Marketing, CoreLogic, etc.) to resolve issues effectively.
- -Provide timely feedback to clients and resolve complex issues.
- -Write personalized responses, ensuring timely escalation and speed for customer and regulatory agency needs.
- -Route and track specific issues to business partner organizations (Originations, Doc Services, Transaction Services, Branch Bank, Credit, Fraud, etc.).
- -Identified key problem areas impacting larger client segments and coordinated with appropriate groups for timely resolution.
- -Apply technical and professional principles, ensuring quality of tasks and services.
- -Understand team objectives and how units coordinate efforts.
- -Serve as a point of contact for Senior Management, internal business partners, and loan investors for complex cases.
- -Assess risk in business decisions, ensuring compliance with laws, rules, and regulations, adhering to policy, and applying sound ethical judgment.
- -Escalate, manage, and report control issues transparently.
- Accumulated 14 years and 7 months of experience in diverse roles within the organization.
- (4 years 7 months)
Retention Escalation Specialist
Citi
Metro Jacksonville
08.2015 - 01.2022
- -Provided clarity on policy, procedures, tools, assistance with escalations, motivated and encouraged agents through positive communication, feedback and engagement activities.
- -Supervised and led the team by conducting side-by-side listening ensuring team's ability to meet the service standards while driving first contact resolution.
- -Developed, trained, and coached team members through monitoring and coaching opportunities to ensure performance at desired levels in order to achieve goals and exceptional service.
- -Developed and coached team members through targeted monitoring and feedback to enhance performance and achieve service excellence.
- -Resolved escalated customer service issues beyond front line capabilities, preserving positive customer relations and ensuring issue resolution.
- -Maintained a strong knowledge of products and services within our family of credit card products.
- -Communicated solutions, successes, and opportunities to the rest of the Customer Service management team.
- -Reviewed overall staff performance and recommended training needs.
- (6 years 6 months)
Retention Specialist
Citi
Jacksonville, Florida Area
04.2012 - 08.2015
- -Defused irate customer to ensure retention experience is positive and successful.
- -Defused irate customers, ensuring positive retention experiences and fostering customer loyalty.
- -Utilized on-line tools and reference material to evaluate customer qualifications for various products.
- -Exceeded account retention goals, achieving a consistent 70%-80% retention rate through effective customer engagement.
- -Led new hire retention training to enhance employee performance.
- -Collaborated with managers to create individualized coaching plans that ensure new hire and incumbent success.
- -Managed the learning environment to ensure desired outcomes are achieved including the transfer of learning.
- -Developed individualized coaching plans with managers to support new hires.
- (3 years 5 months)
Customer Service Sales Representative
Citi
Jacksonville, Florida Area
01.2012 - 04.2012
- -Attracted potential customers by answering product and service questions and suggesting relevant products and services.
- -Resolved product or service problems by clarifying the customer's complaint; determined the cause of the problem; selected and explained the best solution to solve the problem; expedited correction or adjustment; followed up to ensure resolution.
- -Processed customer adjustments to maintain accurate financial accounts and improve customer satisfaction.
- -Recommended products and services based on customer needs assessment to enhance customer experience.
- -Collaborated with team members to achieve project goals.
- (4 months)
Cafeteria Attendant
St. Regis Bahia Beach Resort
Rio Grande Area, Puerto Rico
10.2010 - 09.2011
- -Thoroughly cleaned dining areas to maintain hygiene standards. tables, carried dirty dishes, replaced soiled table linens; set tables and replenished supply of linens, napkins, silverware, glassware, and dishes to ensure a welcoming dining environment.
- -Mopped and swept cafeteria floors to maintain cleanliness and safety.
- -Served food according to established portion guidelines.
- -Supported kitchen staff by assisting cooks with food preparation. cooks with cafeteria food preparation; assisted stewards with kitchen duties.
- -Maintained and updated food inventory by delivering requisitions to Purchasing Department, ensuring availability of supplies for efficient food service.
- -Cleaned and organized cafeteria refrigerator.
- -Assisted cooks with food preparation and stewards with kitchen duties to support smooth cafeteria operations.
- (1 year)
Carpet Sample Preparation Specialist / Inventory Control Specialist
ITEL Laboratories, Inc.
Jacksonville, Florida Area
01.2007 - 06.2010
- -Ensured carpet samples met analyst specifications to ensure proper analysis.
- -Prepared top fibers of carpet for accurate carpet analysis.
- -Processed customer supply order inquiries, ensuring timely responses and accurate order fulfillment.
- -Responded to customers regarding supply order status.
- -Maintained and updated inventory of customer and UPS supplies.
- -Coordinated packaging labels for outbound and inbound shipments using UPS WorldShip software, optimizing labeling accuracy and processing time.
- -Nurtured positive relationships with UPS drivers to facilitate efficient communication and delivery processes.
- -Initiated outbound calls to customers to take supply orders over the phone.
- -Facilitated collaboration between departments to ensure smooth operations. during peak business season.
- -Processed special requests from marketing and sales team for customer training and implementation.
- -Demonstrated ability to meet daily delivery deadlines.
- -Utilized various Enterprise Resource Planning (ERP) Systems.
- (3 years 6 months)
Head Cashier
The Laminate Store
Orange Park, Florida Area
07.2004 - 12.2006
- -Guided customers through flooring inquiries to enhance product knowledge and satisfaction.
- -Executed credit card, check, and cash transactions accurately to ensure smooth customer experiences.
- -Assisted customers with flooring questions and inquiries.
- Ensured store areas, product displays, and bathrooms were clean and organized.
- (2 years 6 months)
Education
Orange Park High School
05.2005
Skills
- Statistical Data Analysis
- Data visualization
- Compliance assessment
- Analytical Skills
- Issue resolution
- Customer advocacy
- Microsoft Office
Timeline
Intermediate Associate Executive Response Analyst
Citi
01.2022 - Current
Retention Escalation Specialist
Citi
08.2015 - 01.2022
Retention Specialist
Citi
04.2012 - 08.2015
Customer Service Sales Representative
Citi
01.2012 - 04.2012
Cafeteria Attendant
St. Regis Bahia Beach Resort
10.2010 - 09.2011
Carpet Sample Preparation Specialist / Inventory Control Specialist
ITEL Laboratories, Inc.
01.2007 - 06.2010
Head Cashier
The Laminate Store
07.2004 - 12.2006
Orange Park High School