Katrina Nizri
Dallas,TX
Summary
Dynamic Customer Experience Analyst with expertise in CRM software, analytical thinking, and customer journey mapping, known for implementing impactful service initiatives that enhance customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Experience Analyst
Goldman Sachs
08.2019 - 01.2024
- Redesigned service processes to improve first-contact resolution and support customer satisfaction in Apple Card and consumer service operations.
- Facilitated performance coaching sessions for 50+ BPO agents to enhance quality compliance and uphold service standards in a regulated environment.
- Conducted analysis of operational trends and customer feedback to streamline processes and minimize repeat contact.
- Oversaw deployment of scalable service initiatives, ensuring increased adoption productivity and optimized service performance.
- Acted as a key liaison to synchronize efforts between internal stakeholders and vendor partners, driving alignment of customer experience initiatives with operational goals.
- Implemented strategies to address payment-related fraud, aiming to improve reconciliation accuracy and bolster customer trust.
- Designed and implemented onboarding training content addressing fraud-related disputes and financial abuse processes for new agents.
Executive Complaints Analyst
Ally Financial Inc.
02.2018 - 07.2019
- Addressed and resolved over 50-70 executive and regulatory complaints each month, including those from CFPB and BBB, to uphold compliance standards.
- Developed and delivered 100+ executive-level responses and resolution communications to minimize repeat escalations.
- Facilitated partnerships with legal and compliance teams to refine resolution processes and achieve efficiency improvements.
- Designed comprehensive training materials to improve frontline staff's complaint resolution skills and regulatory preparedness.
- Spearheaded customer portal enhancements to minimize access-related complaints.
Dealer Service Representative
Ally Financial Inc.
04.2016 - 02.2018
- Streamlined processes to resolve complex dealer account issues, ensuring timely collaboration with internal teams and external partners.
- Delivered outstanding service and efficient problem-solving to enhance customer satisfaction and secure a 3rd place ranking among 41 dealer service agents.
- Enhanced internal training documentation to improve compliance adherence and streamline onboarding processes.
- Directed credit dispute support initiatives during hurricane-related site closures to ensure business continuity.
- Facilitated cross-departmental collaboration to improve workflow processes and elevate dealer satisfaction.
Education
High School Diploma -
Lewisville High School
Lewisville06.2008
Skills
- CRM software expertise
- Analytical mindset
- Customer segmentation
- Customer journey mapping
Timeline
Customer Experience Analyst
Goldman Sachs
08.2019 - 01.2024
Executive Complaints Analyst
Ally Financial Inc.
02.2018 - 07.2019
Dealer Service Representative
Ally Financial Inc.
04.2016 - 02.2018
High School Diploma -
Lewisville High School