Xena Smith

I have been working in the Recovery Outbound department for 2 years, a role I undertook when the department was still in its developmental stages. My primary responsibility involves engaging with customers whose accounts have entered a charge-off state and collaborating with them to establish feasible budgetary plans. This often requires creative problem-solving to align with each customer's unique financial situation. Throughout my tenure, I've honed my leadership abilities, become proficient in Microsoft Excel, and improved my multi-tasking skills. Additionally, I've developed several Excel tools to enhance departmental efficiency and played a significant role in training new agents, contributing substantially to their onboarding and continuous learning.

During my tenure at Citi, I transitioned between Customer Service and Citi Technical Solutions, contributing to developing a website to assist agents in guiding customers through online banking. My role involved employing HTML, CSS, and graphic design to craft this tool, enhancing my teamwork and communication skills, and deepening my understanding of Citibank's operations. Our team collaborated daily via Zoom meetings, brainstorming and building the website from scratch, adhering to strict deadlines for specific tasks. This position required effective cross-departmental communication to gather necessary information and necessitated rapid learning of various programs and software, aligning with Citibank's emphasis on efficiency.

My first position in Citibank has been working for Costco Customer Service for 3 ½ years. However, that time has been split up to where i was working on customer service chat for 2 years. With the rest on the phones. Skills such as customer service, multi-tasking, and navigation really excelled and improve quickly. As well, attention to detail is a high priority in this position as well working with programs such as Microsoft Excel, Word, etc.