Tawanna Hutchinson
Jacksonville,FL
Summary
Objective: Seeking an Client Engagement Manager position with in Citibank
With an extensive amount of customer relations experience with work and school, bringing a uniquely designed customer experience I take pride in each and every call. At Citi I've had the privilege to allow my personality to thrive when speaking with customers all while maintaining problem solving and great customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Citibank
05.2020 - Current
- Respond to average of 80-150 inbound calls per day.
- Assisting consumers of diverse backgrounds about there account inquiries, balances, credit line increases, special promotional offers , APR rates and all related Credit card concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updating Clients demographics and maintaining discreet client/agent confidentiality on all calls to stay compliant.
- Maintaining knowledge on updated policies and procedures within regulatory requirements.
- Meeting performance goals call quality, compliance, attendance and customer satisfaction maintaining first call resolution.
- Trained new hire classes, mentored and facilitate meetings, schedule call reviews/feedback, draft communication including Citi alerts, hub documents, Citi polices insuring accuracy.
Customer Service Collections Specialist
DCI
02.2019 - 04.2020
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Managed quality communication , customer support and product representation for each client.
- Maintained accurate records of customer accounts, payments and payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Cross trained and facilitated conference calls , assisted in facilitating trainings for compliance and risk management.
- Handled high priority clients
- Responded to 80-100 inbound and outbound calls
Customer Service Specialist
Convergys
07.2015 - 04.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Managed over 100 calls day.
- Increased driving self digital by more then 50%
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took ownership of customer issues and followed problems through to resolution
- Collaborated with upper management to improve customer service processes and support structures company-wide
Education
Associate - Seminary, Biblical Studies
The Williams Bible Institution
Jacksonville, Fl03.2022
Skills
- Written and Verbal communication
- Leadership
- Strong interpersonal skills
- Develop/Implement Team Performance Strategies
- Flexible and Adaptable
- Organizational Skills
- Multi-Tasking Skills
- Ability to Work Independently
- MS Office
- Mentor/TSP training classes
- Project Management
- Public speaking
Timeline
Customer Service Representative
Citibank
05.2020 - Current
Customer Service Collections Specialist
DCI
02.2019 - 04.2020
Customer Service Specialist
Convergys
07.2015 - 04.2018
Associate - Seminary, Biblical Studies
The Williams Bible Institution
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