Krystal Hughes
Roy
Summary
Dynamic Service Representative with extensive experience at Citibank, excelling in client relations and critical thinking. Proven track record in enhancing customer satisfaction through effective problem-solving and process improvements. Skilled in documentation and business reporting, with a commitment to staff education and training to foster team success.
Overview
19
19
years of professional experience
Work History
Service Representative 5 - THD Commercial PROX AM
Citibank
01.2023 - Current
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Conducted thorough research on behalf of customers facing unique situations or requiring specialized assistance beyond standard troubleshooting guidelines; presented findings in an easily digestible format tailored specifically for each inquiry type encountered during this process.
- Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
Credit Risk Specialist 5 - Commercial Highline
Citibank
02.2018 - 01.2023
- Reviewed organizational policies and procedures to identify gaps in risk management strategies and recommended improvements accordingly.
- Produced and filed reports to inform senior management of current activities and progress with investigations.
- Devised new systems and specific processes to handle ongoing monitoring needs for potential risks.
- Taught employees how to control risks at front line.
Service Rep 5 - Commercial Credit Operations
Citibank
05.2012 - 02.2018
- Collaborated with cross-functional teams to enhance overall client experience and satisfaction levels.
- Sought ways to improve processes and services provided.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Service Associate 3 - Commercial CHS
Citibank
11.2006 - 05.2012
- Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Cross-trained and provided backup support for organizational leadership.
Education
Social Sciences
Brigham Young University, ID, US
Rexburg, IDSkills
- Critical thinking
- Research
- Documentation
- Process Writing
- Microsoft Office Suite
- Business Reporting
- Staff Education and Training
- Client Relations
- Call Center operations
- Customer Support
Timeline
Service Representative 5 - THD Commercial PROX AM
Citibank
01.2023 - Current
Credit Risk Specialist 5 - Commercial Highline
Citibank
02.2018 - 01.2023
Service Rep 5 - Commercial Credit Operations
Citibank
05.2012 - 02.2018
Service Associate 3 - Commercial CHS
Citibank
11.2006 - 05.2012
Social Sciences
Brigham Young University, ID, US
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