Customer Service/Quality Control
Resume:
Rochelle Watson
Jacksonville, FL 32208
904-***-**** cell
********.********@*****.***
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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