Summary
Overview
Work History
Skills
Timeline
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Sabrina Garcia

Summary

Dedicated professional with strong work ethic and unwavering integrity actively pursuing new opportunities for growth and advancement within Citibank. Proven track record of confidence and hard work, committed to delivering exceptional results and exceeding expectations in a dynamic corporate environment. Eager to leverage skills and experience to contribute to the success of Citibank's team and drive business objectives forward.

Overview

15
15
years of professional experience

Work History

Associate- Ops Support Analyst

Citibank
06.2023 - Current
  • Responsibilities of Support Analyst:
  • -Quality Check RSM/CSM cases reviewed by previous QC agents
  • -Log each case into SharePoint for tracking
  • Follow the Regulation e guidelines for each case review( day10, day45, day90)
  • -Create guides/walkthroughs/job aides for new agents and for any upcoming changes
  • -Send feedback emails, when needed to previous agents working case/Quality Check that are failed
  • -Collaborate with peers on miscommunication/job aides
  • -Train new hires and existing agents on Quality Checker job functions
  • Systems used:
  • -Microsoft Excel
  • -PowerPoint
  • Pega
  • -Microsoft office
  • -Outlook
  • -Eclipse
  • -RSM
  • -How2
  • -Source
  • -TI
  • -SharePoint

Pecs/Preferred Services (escalation specialist)

Citibank
09.2022 - 06.2023
  • Responsibilities of QC/Quality Check Representative
  • - Review Quality Control Cases daily
  • - Provide agent feedback emails on errors and updates as needed
  • - Dashboard Quality Check on RSM/CSM
  • -Training of new agents and existing agents on Qc job functions
  • -Quality check cases on a variety of Pecs Work Baskets daily
  • Systems:
  • -Eclipse
  • -Citismart/HOD
  • -Excel
  • -RSM
  • -CSM
  • -Citi SharePoint
  • -MS Word

Pecs/Back Office Agent

Citibank
11.2017 - 09.2022
  • Responsibilities/Work Experience:
  • -Job duties included working a variety of case types
  • -Create spreadsheet using Excel for daily work log
  • -Assist in training new/existing colleagues on cases
  • -Overtime as needed per business needs
  • -Scanned mail/opened cases as needed for mailed-in documents
  • -Complete Escalated cases for Executive Response Unit/Financial center

Secure Message Representative

Citibank
02.2013 - 11.2017
  • My Role as a Live Chat agent are to service multiple clients
  • Ensure accurate information is provided
  • Provide online clients with navigation for the site
  • Complete transaction maintenance
  • Address all questions and concerns
  • Systems:
  • -Eclipse
  • -Lotus
  • -Live Person (Chat)
  • -Pega (Disputes)
  • -Stars (wire transfer system)
  • -RSM cases
  • -RS Tracker
  • -Cash Edge

Citigold Phones Representative

Citibank
10.2012 - 02.2013
  • Perform account maintenance
  • Verify sensitive account information
  • Educate and recommend Citigold services.
  • Work in a face paced customer service atmosphere with little to no supervision
  • Utilize verbal skill and ensure a clear understanding of the client needs
  • Clarify and provide outstanding service to clients as well as gaining excellent experience with
  • Systems:
  • -Source
  • -CWS
  • -EVT
  • -Sawgrass
  • -Tech Solution
  • -Verld

Morgan Stanley Service Representative

Morgan Stanley
11.2010 - 10.2012
  • Service Morgan Stanley & Smith Barney clients and internal representatives
  • Meet clients unexpressed needs and look for areas to make recommendations.
  • Address concerns over global stock plans and stock purchase plans
  • Prepare stock trades through multiple form requests
  • Provide web site Navigation and registration assistance
  • Make clients knowledgeable about their accounts and the stock options they have
  • Provide one stop resolution
  • Systems:
  • -MS word
  • -MS excel
  • -MS Outlook
  • -Internet/Intranet
  • -MS outlook email
  • -MS power point

Skills

    Adaptability and flexibility

    Problem solving and communication skills

    Creativity and originality

Timeline

Associate- Ops Support Analyst

Citibank
06.2023 - Current

Pecs/Preferred Services (escalation specialist)

Citibank
09.2022 - 06.2023

Pecs/Back Office Agent

Citibank
11.2017 - 09.2022

Secure Message Representative

Citibank
02.2013 - 11.2017

Citigold Phones Representative

Citibank
10.2012 - 02.2013

Morgan Stanley Service Representative

Morgan Stanley
11.2010 - 10.2012

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Sabrina Garcia