Rochelle Watson

**** ********** ***

Jacksonville, FL 32208

904-***-**** cell

ace6td@r.postjobfree.com

Career Accomplishment

From August 2004 till October 2006 I lead the project to identify trends, anomalies, and innovative

solutions for Mumbai and New Delhi sites for the bankcard department.

In June 2008 I assisted in training a Bilingual New Accounts Class for HDCS (Home Depot Credit

Services).

Develop desk drops to minimize areas of opportunity presented within the department.

Develop training packages and presentation(s).

Professional Experience

Preservation Specialist – Citibank Jacksonville Fl July 2011- May 2013

In a professional and courteous manner to external clients show the significance of maintaining their

relationship with the company.

Client Care Account Specialist – Citibank Jacksonville, Fl November 2006 – July 2011

Research and resolve escalated inquiries through innovative solutions in a professional and courteous

manner to internal and external clients.

Provide high level customer interaction on every contact, caring for the initial inquiry while proactively

reviewing each account to ensure a one call resolution.

Balance the customer needs and business requirements using innovative problem solving and decision-

making skills while adhering to strict laws and regulations in a fast pace environment.

Utilizing multiple tools and platforms to assist customers and associates with account level information

and technical assistance.

Operating in a goal-oriented time sensitive environment ensuring to achieve individual and team

performance targets.

THD Customer Service Associate – Citibank Jacksonville, Fl October 2006- November 2006

Respond to inbound customer inquiries, and as required assist retail store associates regarding specific

service related requests and concerns.

Operates in a goal-oriented environment achieving individual and team performance targets and core

competencies.

Must comply with company policies and procedures, while adhering to strict laws and regulations.

Work with client to identify problem areas and remove obstacles

Utilizing multiple tools and platforms to assist customers and associates with account level information

and technical assistance.

Bankcard Customer Service Associate/Escalation Specialist II – Citibank Jacksonville, Fl October

2002- October 2006

Responds to inbound customer inquiries, and as required assist retail store associates regarding specific

service related requests and concerns.

Operates in a goal-oriented environment achieving individual and team performance targets and core

competencies.

Must comply with company policies and procedures, while adhering to strict laws and regulations.

Work with client to identify problem areas and remove obstacles

Utilizing multiple tools and platforms to assist customers and associates with account level information

and technical assistance.

Link customer needs to product service offerings within a complex sales environment.

Resolve customer escalated inquiries through expanded decision processes in a professional and

courteous manner.

Customer Service/Quality Control and Training – Venus Swimwear/Winter Silks, Jacksonville, Fl

October 2001-September 2002

Receive inbound catalogue orders forms clients.

Evaluate calls for accuracy and rapport as well as to identify opportunities to improve the service

delivery process and client satisfaction.

Identifying potential changes to Business Practices and Policies.

Design and develop training content for both classroom and online delivery.

Software Skills

Proficient in Microsoft Office XP

Proficient in Microsoft Windows® 2000

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