Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vera Branch

San Antonio,TX

Summary

To work in a position that provides me the opportunity to utilize my problem resolution skills to ensure my clients, internal and external, receive a world class level of customer service. 20 years of experience supporting clients and I am fluent Spanish speaker with proficiency in microsoft, nice and excel. Strong history of managing a high-volume workload, Hardworking and driven to work quickly and effectively on projects in all types of environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

47
47
years of professional experience

Work History

Chat and Messaging Support

Citibank
09.2011 - 12.2013
  • I demonstrate my knowledge about, ’s product’s and service, and assist clients with online applications through chatting on line with our Customers and Non- Customers
  • Assist clients with any questions of Citibank overall
  • Internet Client escalations, resolve issue support website
  • Place investigations for account issues
  • Use skills and entitlements from Client Escalations department.

Client Escalations Supervisor

06.2007 - Current
  • Assist clients with any issues on accounts
  • Responsible for resolving escalated issues that cannot be resolved by help desk employees
  • Capable of making time sensitive decisions to satisfy clients needs
  • Proficient in timely follow up with clients to minimize financial impact
  • Continually provide feedback to improve current scripting and knowledge base resources
  • Edited newsletter of current events for distribution to fellow team members and upper management
  • Assisting clients and representatives from different departments.

Citiphone team lead

06.2006 - Current
  • Worked covering for management and assisting new hires with the systems and questions
  • Handled client issues as well dealing with them directly.

Policy & Procedural Supervisor

10.2009 - 09.2011
  • Help Desk support with end of day procedures for Financial Centers to include balancing (proofing)
  • Help Desk support guiding Financial Centers on interpreting documented procedures.

Call Center

Sears
San Antonio, TX
01.2002 - 01.2006
  • Greeting and directing customers to correct department in a friendly and courteous manner, answering phone calls, sending technicians to homes to perform repairs on appliances as well as for contractors.

Citigold Dedicated Services

Citibank
San Antonio , TX
01.2014 - Current



  • I handle mainly Spanish calls with high dollar clients by assisting with account details.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Opening investigations if needed on any issues with fraud and non fraud transactions.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

Northwest Vista College
2004

undefined

John Jay High school
2002

Skills

  • Monitoring experience
  • Sme experience
  • Retail knowledge and Cards
  • Experience with Nice and Excel
  • Calm and Professional Under Pressure
  • Upbeat and Positive Personality
  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • De-escalation Techniques

Timeline

Citigold Dedicated Services

Citibank
01.2014 - Current

Chat and Messaging Support

Citibank
09.2011 - 12.2013

Policy & Procedural Supervisor

10.2009 - 09.2011

Client Escalations Supervisor

06.2007 - Current

Citiphone team lead

06.2006 - Current

Call Center

Sears
01.2002 - 01.2006

Northwest Vista College

undefined

John Jay High school
Vera Branch