Jewel Muir
Cincinnati,OH
Summary
Experienced Team Leader dedicated to enhancing employee satisfaction and business success. A diplomatic and friendly professional, committed to effective employee training. Hardworking team player with the expertise to handle any operational challenge.
Overview
4
4
years of professional experience
Work History
Interim Team Lead
Citibank N.A
06.2023 - Current
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Partnering with other Team Leads to assist with having clear communication to all teams and fluidity of information for updates.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Escalations Specialist
Citibank N.A
01.2022 - Current
- Influenced decisions through advice, counsel, and facilitating services to others, drives success for one call resolution.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating positive experiences.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business. Following up with customers about unresolved/resolved issues to maintain high standards of customer service.
- Collaborated with other departments to meet customer needs and gained feedback improve Client Satisfaction.
- Acting as backup for MAU management to provide Coaching/Feedback and conduct 1:1’s with MAU agents
- Driving compliance with applicable laws, rules, and regulations, and adhering to Policy, while applying sound, ethical judgment in one off projects to complete in a timely fashion.
- Offered suggestions and alternatives to provide customers with solutions, enhancing customer satisfaction.
Escalations Specialist
Citibank N.A, Costco CRT
01.2021 - 01.2022
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity while taking 50+ calls per day.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
Collections Specialist/Job Coach/Subject Matter Expert
Citibank N.A
05.2019 - 01.2021
- Cross trained for both Internal Recovery Unit and Probate phone calls, while also taking TTY assistance chats.
- Job Coach (TSP) for one of the first classes to partake in Work From Home virtual training.
- Subject Matter Expert (SME) for all agents with servicing questions, provided coaching and best practices to drive one call resolution. Decreasing fail percentages by over 50%.
- Participated in multiple COB testing environments for the quality of procedures, systems, dialers, and letters.
- Delivered exceptional customer service on collection calls maintaining a calm and professional demeanor.
- Trained new team members on scripts, company procedures, and collection strategies.
- Worked with customer to create debt repayment plan based on current financial condition.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
Education
Some College (No Degree) - pre-med
Xavier University
Cincinnati, OHHigh School Diploma -
Northwest High School
Cincinnati, OH05.2018
Skills
- Strong Leadership skills
- COB Testing
- Individualized Coaching/Mentoring/Training experience
- Skills in all Microsoft office applications
- Fast Navigation through DOS, CNR, and MIS systems
- Avaya/Sip/UAD Dialers
- Holding Team Meetings
- Skilled troubleshooter and problem solver
- Team Support/Collaboration
- New Hire Processing
- Daily Workflow Improvement/Overseeing Daily Activities
- Key Performance Indicators (KPI)
Timeline
Interim Team Lead
Citibank N.A
06.2023 - Current
Escalations Specialist
Citibank N.A
01.2022 - Current
Escalations Specialist
Citibank N.A, Costco CRT
01.2021 - 01.2022
Collections Specialist/Job Coach/Subject Matter Expert
Citibank N.A
05.2019 - 01.2021
Some College (No Degree) - pre-med
Xavier University
High School Diploma -
Northwest High School
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