Knowledge of compliance regulations, banking laws & regulations
Skilled in call center operations
Excellent time management skills
Activities and Honors
Recipient of Citi's "Quality Excellence Award" in 2013 & 2016 Rated within top 10 agents in last 3 years - Yearly stack-rank included over 4 nationwide forbearance departments with avg.100+ employees.
Employee "1700 Club" Mentorship - Helped to create a streamlined method for quality success and met weekly with underperforming agents for coaching, call-calibrations, and best-practice sharing.
Successfully coached agents to meet success metrics and earn company's top tier $1,700mo incentive.
Site newsletter editor Site Culture Committee Member - Facilitated in raising employee moral and performance metrics via monthly department activities.
Worked with a team of both agents and managers to analyze annual employee survey data to pinpoint company's areas of opportunity in order to implement necessary changes.
09/2017 to 10/2017
Call Center RepresentativeAscensus － Tucson, AZ
Provided client service for State Sponsored Retirement Program (SSRP) plans by handling requests from Employers and IRA owners; seeking info or executing requests on specific accounts, product or plan information, and policies and procedures
Responsible for researching and resolving complex issues in a timely manner to completion
Maintained up-to-date knowledge of SSRP, IRA, and financial services industry knowledge in support of clients
Processed financial and non-financial transactions accurately
Accurately documented, researched and resolved customer service issues
Initiated operations improvements to improve overall call center productivity
01/2014 to 03/2017
Forbearance Agent - Client First Manager Assist UnitCitibank N.A － Tucson, AZ
Assisted clients experiencing financial hardships by negotiating payment plan solutions to resolve delinquencies.
Processed client payments via internal systems and assisted collections agents with any inquiries or issues.
Exceeded monthly quality-based metrics needed for success while adhering to federal fair lending guidelines & each respective state's strict financial legalities.
Supported team in achieving their monthly quality & compliance targets.
Managed high call volume with tact and professionalism.
Identified chronic customer issues by creating and maintaining customer complaint log.
Addressed and resolved customer complaints empathetically and professionally.
10/2011 to 01/2014
Collections AgentCitibank N.A － Tucson, AZ
Maintained an average inbound/outbound call volume of 200+ calls per day assisting speciality clients with multiple Citi-branded accounts.
Contacted cardholders to resolve delinquencies and assisted with inbound inquiries and processing of payments.
Met monthly AHT (average handle time) goals while also adhering to each respective state's strict compliance legalities.
Exceeded monthly collections metrics & "selling" of recurring payment feature needed for success and supported team in achieving their monthly repayment and service targets.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
02/2008 to 10/2008
Courtesy ClerkSafeway Inc － Tucson, AZ
Provided top-quality customer service while bagging groceries and assisting customers to carry and load groceries to vehicles.
Performed price checks; collected grocery items & returned to appropriate stock shelves.
Cleaned store areas & kept floors free of spills, water & hazardous debris.
Assisted the team in meeting sales, stock loss, labor objectives and margin goals to increase profitability.