Sonya Rogers
New Castle
Summary
Performance-driven Onboarding Specialist with over 20 years of experience in high-growth financial environments, specializing in customer onboarding and software platform proficiency. Expertise in delivering seamless client transitions and implementing strategic process improvements that enhance platform utilization and drive revenue growth. Proven track record in customer success, remote troubleshooting, and account management, consistently optimizing the client journey to ensure swift implementation and long-term retention. Recognized for a strong understanding of business analytics and data-driven decision-making, with the ability to generate valuable insights, streamline processes, and foster effective team collaboration in dynamic environments.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Client Onboarding Senior Analyst, AVP
CITI
NEW CASTLE, DE
09.2022 - 10.2025
- Responsible for opening and closing customer accounts, product pricing setup, and actively implementing setup of product details with instructions across a variety of systems
- Deliver end-to-end customer onboarding for global and domestica accounts, optimizing documentation workflows to ensure rapid platform adoption and strict adherence to implementation timelines.
- Maximize client usage and revenue generation by introducing process efficiencies that simplified complex software procedures, reducing the time from contract signature to first-use.
- Leverage project management methodologies to execute critical client transitions, managing high-priority acquisitions and payment integrations within aggressive 30-day windows.
- Introduce proactive communication strategies via remote customer-facing channels, providing troubleshooting and status resolution to foster high-trust merchant relationships.
Sr. Client Service Analyst, AVP
CITI
NEW CASTLE, DE
01.2006 - 09.2022
- Introduce and lead customer training sessions for new platform users, ensuring rapid proficiency and maximizing daily active usage through comprehensive software walk-throughs.
- Troubleshoot and resolve complex technical escalations for high-value clients, performing root cause analysis to optimize platform stability and merchant satisfaction.
- Manage strategic account management for a diverse portfolio of high-value relationship clients, maintaining a 95% retention rate over a 16-year tenure through exceptional interpersonal communication.
- Collaborate with Product and Technology teams to optimize software platform features, directly influencing product roadmaps based on merchant feedback and revenue goals.
Investigations Officer /Commercial Markets
CITI
NEW CASTLE, DE
03.2003 - 01.2006
- Deliver strategic business solutions and technical troubleshooting for commercial market clients, ensuring expedited resolution of platform-related inquiries.
- Leverage cross-functional partnerships to maximize client satisfaction and exceed stringent service level agreements for account investigations.
Account Service Investigator/Specialist GCS
CITI
NEW CASTLE, DE
11.1998 - 03.2003
- Optimize the account service experience for international clients, resolving complex inquiries to ensure a seamless banking experience.
Education
Bachelor of Science (B.S.) - Business Administration
Delaware State University
Dover, DE05-1998
Skills
- Core Competencies: Customer Onboarding, Customer Training, Account Management, Customer Success, Sales, Troubleshooting Technical & Platforms: Software Platform Proficiency, Salesforce, CitiDirect, WorldLink, Microsoft
- Office Suite (Word, Excel, Outlook), Remote Customer Facing Roles
- Operations & Compliance: Regulatory Compliance, Due Diligence, Process Improvement, Root Cause Analysis, Project Management, ACH, Funds Transfer
- Soft Skills: Interpersonal Communication, Stakeholder
- Client management
- Client relationship management
- Data analysis
- Performance monitoring
- Software design
- Budget planning
- Analytical thinking
- MS Excel
- Project management
- Team collaboration and leadership
- Root-cause analysis
- Account reconciliation
- Documentation and reporting
- Business operations analysis
- Regulatory compliance
- Risk analysis
- Finance
- Financial management
- Data processing
- Time management
- Attention to detail
- Critical thinking
- Verbal and written communication
- Decision-making
- Microsoft office
- Analytical problem solving
- Complex Problem-solving
- Research and analysis
- Budgeting and forecasting
Certification
Notary for State of Delaware
Timeline
Client Onboarding Senior Analyst, AVP
CITI
09.2022 - 10.2025
Sr. Client Service Analyst, AVP
CITI
01.2006 - 09.2022
Investigations Officer /Commercial Markets
CITI
03.2003 - 01.2006
Account Service Investigator/Specialist GCS
CITI
11.1998 - 03.2003
Bachelor of Science (B.S.) - Business Administration
Delaware State University