Customer Service Sales
Resume:
Diana Marrero
Vendor Management Quality Oversight Analyst - Citibank
Fort Mill, SC 29715
*************@*****.***
• Well organized professional with over 10 years diversified experience within the financial service industry.
o AML/KYC, Onboarding, Governance, Customer Service, Collections, Sales, Finance and Mortgage.
• Bilingual, Fluent in Spanish - Served as an interpreter for both clients and internal departments.
• Results oriented professional who works well with a team or as an individual contributor.
• Effective time manager with a strong ability to multi task in a constantly changing environment.
• Skilled at building exceptional internal and external rapport with internal and external clients and across lines of
business.
• Strong investigative, analytical, and technological abilities to effectively identify and resolve problems.
• Ability to work under pressure and adaptable to various work environments. Work Experience
Vendor Management Quality Oversight Analyst
Citibank - Fort Mill, SC
May 2018 to Present
• Ensured high quality, accurate client records were completed by the third party vendors.
• Conduct work item reviews to ensure that each client record conformed to internal policies, procedures and banking regulations.
• Assist the Unit Managers with escalations and vendor questions pertaining to policies, procedures and best
practices.
• Assist with quality reviews and prepare for call calibrations sessions with the Unit Managers.
• Send emails to the proper escalation team for assistance with unblock and reassigning cases to the originating
analyst.
• Review and monitor 100 outbound and defect calls per month.
• Enter call results into SharePoint Tracker for all Outbound, Defect and failed calls.
• Provide feedback and coaching opportunities for the agents to the unit managers.
• Prepare for and assist in the Wave Certification Calibration Sessions.
• Participate in the Policy and Procedure meetings Outreach Analyst
Citibank - Fort Mill, SC
January 2016 to May 2017
• Resolving client escalations resulting from account closures due to incomplete KYC information.
• Work with the client as well as Branch personnel and EDD analysts to obtain client information in order
to complete the KYC process
• Contacting customers via phone/letters to ask probing questions about account transactions and/or to update customer profiles.
• Handling complaints and/or appeals related to customer outreach processes.
• Assisting with reviewing reports in Excel and obtaining missing data elements through various research systems.
Client Support Representative
Dimension Data - Charlotte, NC
October 2015 to December 2016
• Entered orders into suppliers' on-line systems.
• Verified and ensured accuracy of all customer POs against DDAM financial requirements.
• Placed and managed orders when requested based on product availability and shipping requirements.
• Coordinated RMA requests from customers with the finance department.
• Provided proposal assistance when needed, including pricing, cost, and rates.
• Created new customer profiles and Coordinated international client orders with the support and direction of AP&L
Purchasing Coordinator and Customer Care Specialist Swisher International - Charlotte, NC
June 2013 to October 2015
• Monitored and managed stored inventory and updated tracking licensed information.
• Accessed requirements on a weekly/monthly/quarterly cycle based on the sales forecast and address purchasing requirements for each plant for all raw materials.
• Followed procedures for field and branch purchases and establish preferred supplier lists as required.
• Coordinated movement of all purchased materials from suppliers to the plants and address any supply/supplier
issues
• Handled inbound customer inquires
• Processed payments, researched missing payments and applied them to the correct accounts Senior Customer Support Representative and Collector CitiFinancial - Fort Mill, SC
December 2007 to July 2012
3
• Assisted customers in resolving issues they may have with their account within FDCPA and company guidelines
• Documented all customer contact including address changes and processing financial adjustments to customer
accounts.
• Account maintenance that included, routing of insurance, legal, bankruptcy, debt management, fraud,
repossession and dispute accounts to the correct department
• Contacted delinquent accounts and perform appropriate collection and follow-up procedures
• Work out settlements on delinquent accounts with clients and third parties
• Utilize loss mitigation tools to help keep delinquency down Computer Skills and Systems Used
Word, Excel, Microsoft office, PowerPoint, Lotus Notes, Vision, Maestro, CACS, APS, Magellan, KYC, Concierge,
Eclipse, File net, SharePoint, Citi smart, Nice and E-Ship, Citi-KYC. Education
High school or equivalent
Skills
RISK MANAGEMENT, BSA, AML, PROCESS IMPROVEMENT, ORGANIZATIONAL SKILLS Additional Information
SKILLS
• Detailed Oriented • Risk Management • Due Diligence
• Organizational Skills • Quality Assurance • BSA/AML/KYC
• Conflict Resolution Skills • Process Improvement • Policies and Procedures
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