Open To Work
Teresa Houle
San Antonio
Work Preference
Summary
Motivated customer service professional with a strong commitment to delivering exceptional support in fast-paced environments. Skilled in problem-solving and building effective relationships with clients and team members. Experienced in managing high-tiered inquiries and maintaining a focus on creating positive customer experiences.
Overview
26
26
years of professional experience
Work History
Customer Service Phones
Citibank - Citigold Private Client
San Antonio
10.2020 - Current
- Assist million-dollar customer inquiries via Phone/Email, delivering personalized service.
- Provide follow-up with clients from start to finish on all inquiries, ensuring satisfaction.
- Work directly with Branch Relationship Managers on high-tiered clients and sales opportunities.
- Act as the main point of contact for high-tier banking inquiries, maintaining white glove service.
- Assist manager with team training completion within standard time frame.
- Review sales opportunities for the branch relationship manager on every call.
Citi Premier and Escalated Client Services
Citibank
San Antonio
06.2018 - 09.2020
- Review documents from clients requesting account deposit or closure, ensuring accuracy.
- Coordinate document routing for checking and approval reviews across departments.
- Maintain contact with other Citi departments for corrections and updates.
- Assist offshore teams with client escalation inquiries via Instant message/email/phone.
- Serve as the main point of contact for all Manhattan area Citi Branch Managers regarding escalations.
- Train new representatives on processes and procedures to enhance service delivery.
Citigold Wire Team
Citibank
San Antonio
03.2000 - 05.2003
- Process and review domestic and international wire transfers, ensuring timely and accurate transactions.
- Coordinate client callbacks to confirm outbound wires, enhancing communication and client satisfaction.
- Document daily wire transactions in Excel for upper management, providing clear visibility into wire activities.
Skills
- Customer support excellence
- Effective communication
- Conflict resolution
- Attention to detail
- Organization
- Client management
- Active listening
- Team collaboration
- Multitasking
- Process improvement
Projects
- Appointed as the point of contact for Voice of the Employee within unit
- Confirmed all agents submitted VOE survey within a timely manner
- Point of contact within unit for all site fundraisers including food drive
Awards
- Multiple positive client surveys with a score of -10 being the highest.
- Nominated and received the CitiQuarterly award 4 times. Received a bonus incentive and luncheon with upper management.
- Recognized for the Highest quarterly sales 4 times in a row. Received a bonus incentive.
Timeline
Customer Service Phones
Citibank - Citigold Private Client
10.2020 - Current
Citi Premier and Escalated Client Services
Citibank
06.2018 - 09.2020
Citigold Wire Team
Citibank
03.2000 - 05.2003