Kirsten Toucey
Green Cove Springs
Summary
Results-focused professional with deep understanding of business analytics and data-driven decision-making. Proven ability to generate valuable insights and streamline processes. Known for effective team collaboration and adapting to dynamic environments. Skilled in data interpretation and strategic planning.
Overview
23
23
years of professional experience
Work History
Testing Sr Analyst
Citi
11.2019 - Current
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
Compl AML KYC Assoc Analyst 2
Citigroup
05.2015 - 11.2019
- Completed three weeks of training for Brands KYC, went on loan to Retail KYC, and currently on loan for Testing in the KYC Web Tool.
- Current responsibilities include:
- Running Project related scripts
- Creating defects as necessary to update the website
- Working with other teams to resolve defects, condition data and pull logs as necessary to complete testing of the website
- Joining daily defect/status calls based on project
- Working in a collaborative environment
- Training and advising other loans on how to write/run scripts
- Writing, updating and maintaining business requirements for drill tickets
Technology Specialist 4
Citigroup
05.2015 - 01.2018
- Started as the iFIT pilot program. Graduated from the program 09/27/2015.
- Shadowed with SCRUM team.
- Current responsibilities include:
- Running Project related scripts
- Creating defects as necessary to update the website
- Working with other teams to resolve defects, condition data and pull logs as necessary to complete testing of the website
- Joining daily defect/status calls based on project
- Working in a collaborative environment
- Updating and maintaining daily and weekly reports
Workflow Coordinator 2
Citigroup
10.2012 - 05.2015
- Started in the TCC as a loan and was hired as WFC 2 in February 2013.
- Managing multiple businesses to specified goals and/or contractual obligations
- Work with Operations in an effort to meet goals
- Run incident calls when problems arise with different systems that the agents use
- Be knowledgeable of and the troubleshooting for the different programs that agents use
- Manage real-time decisions for call routing and workforce management
- Analyzing data and creating reports in order to identify areas of opportunity
- Utilize problem solving skills in order meet goals
- Answer emails in a timely manner
Consumer Payment Solutions Representative
Citigroup
11.2011 - 10.2012
- Completed 8 weeks of training, learning both UCSS and Sawgrass
- Current responsibilities include:
- Taking inbound calls from both business clients and personal card clients
- Answering clients’ questions and offering solutions for items such as avoiding late payments in the future and handling bill disputes
- Complete regular change training as directed
- Enter in changes in ESP and maintain time information in NATA
- Work extra hours as required
- Maintain board of NPS scores in team area
Team Leader/WFM/Training/Agent
Convergys Corporation
05.2002 - 12.2010
- Telephone Representative for AT&T BDEC.
- After 6 months was a Life Insurance and Medicare Part B Specialist - responsible for opening cases and resolving case for AT&T employees and retirees.
- During the time on BDEC was put in the temporary role of Senior CSR during times of high call volume. Responsibilities included watching other agents telephone states, monitoring calls and reporting
- Reports specialist
- Handled sending telephone bills and keeping track of T&E Logs
- Command Center/WFM
- Responsibilities including watching the back end of several programs, handling reports for clients and directly interfacing with clients
- Maintaining staffing lines and running reports to determine overages and shortages
- Trainer position for UHG
- Trained two sales classes with some of the top sales people on the floor coming from my classes
- Team Lead position for WAH Harry and David Sales
- Responsible for monitoring of team and the time cards of both direct reports and other teams
- Responsible for providing feedback to 60 direct reports
- Responsible for tracking call trends and reporting finding on staff calls daily
Skills
- Strong organizational skills
- Developed listening skills
- Thrives under Pressure
- Customer service oriented
- Report preparation
- Data analysis
- Analytical thinking
- Multiple priorities management
- Team collaboration and leadership
- Documentation and reporting
- Regulatory compliance
- Issue identification
Timeline
Testing Sr Analyst
Citi
11.2019 - Current
Compl AML KYC Assoc Analyst 2
Citigroup
05.2015 - 11.2019
Technology Specialist 4
Citigroup
05.2015 - 01.2018
Workflow Coordinator 2
Citigroup
10.2012 - 05.2015
Consumer Payment Solutions Representative
Citigroup
11.2011 - 10.2012
Team Leader/WFM/Training/Agent
Convergys Corporation
05.2002 - 12.2010
Similar Profiles
Navneeth DilipNavneeth Dilip
KYC Analyst at CitiKYC Analyst at Citi
Ranjani KasinathanRanjani Kasinathan
Assistant Vice President at CitiAssistant Vice President at Citi
Nabharaj ShresthaNabharaj Shrestha
Technology Lead at CitiTechnology Lead at Citi
Larrentz ManoraLarrentz Manora
Assistant Vice President - Costco Product Manager at CitiAssistant Vice President - Costco Product Manager at Citi
Charles ArmingtonCharles Armington
Mechanical Assembler at VacconMechanical Assembler at Vaccon