Customer Service Representative

SUSAN E. DOWNEY

Cellular: 757-***-**** email: *******@*****.***

HIGHLIGHTS OF QUALIFICATIONS

●Exceptional organizational, analytical, verbal skills.

●Ability to foster a strong team working environment.

●Ability to meet deadlines, goals and objectives in a timely manner, ability to multi-task, organize and prioritize work and maintain secured confidentiality of customer’s critical data.

●Knowledge of policies and procedures in multiple departments and products.

●Ability to interpret policies and reviewing all required verifications and subsequent follow-ups

●MS Office 2007

●Various other systems according for company worked

PROFESSIONAL EXPERIENCE

Citigroup, Norfolk VA

Customer Service Representative, June 2011 – Present

●Handle and resolve general and complex inbound service calls from GTS clients regarding individually billed and centrally billed accounts

●Perform complex maintenance requests such as hierarchy transfers, mission critical, cash and credit limit requests.

●Maintain NCVD tool with updated APC information

●Assist Agency Program Coordinator with basic navigation and trouble shooting of CCMS and CCRS

●Responsible for the processing of inbound maintenance requests as well as requests received through G-360

●Responsible for the processing of Centrally Billed Account setup and maintenance

●Assist in the review and development of CitiSource procedures to align with policies

●Support Level 1 HelpDesk during team meetings and off phone activities

●Provide back-up coverage for team members during high volume periods and during contingency of business efforts

●Provide coaching to new hires during the nesting period

●Submit inquiries and investigations to resolve payment issues

●Assist clients with password resets within CCMS

●Perform Quick Remit payments for the client

●Adhere to schedules and track all non phone exceptions

●Responsible for investigating and resolving client queries

●Utilize expert technical knowledge to deliver quality service and achieve operating efficiency

●Maintain client satisfaction by responding to problems quickly striving for 1st call resolution

●Minimize risk and customer impact through increased knowledge of procedural requirements

●Maintain continued product knowledge and educate the client on system enhancements to ensure best business practices

●Communicate account status, policies and other information as needed to respond to inquiries.

●Ensure attendance at mandatory classes

Escalate issues as appropriate

Primary day-to-day single point of contact, post implementations, for clients and their Program Administrators (PA) and client decision makers for problem identification and resolution

•Prioritize and coordinate daily workflow to ensure operating efficiencies are achieved, productivity levels are met and metrics reflect quality delivery

•Improving processes to meet client needs

•Leverage existing relationships to drive expansion of issuance and spend among current programs

•Create opportunities for proactive program improvement in concert with Account Management (AM)

•Gather information and lead client through diagnostic procedures to determine source of errors

•Manage and own escalations through to resolution including root cause analysis, identify fix and preventative measures

•Provide superior service and timely resolution for complex issues

•Interface with cross functional partners to deliver an excellent client experience

•Act as liaison for key internal and external business contacts

•Frequent proactive client communication. Lead regular conference calls and resulting action plans. Schedule, organize and lead regular client service reviews in collaboration with AM

•Influence the client to ensure their program operates optimally for both them and Citi

•Identify trends and carry out margin analysis to ensure smooth operation of the program

•Create opportunities for proactive program improvement. Practice effective continuous improvement within Operations and with our clients to reduce errors, bottlenecks and costs.

•Ongoing program analysis (declined transactions, timeliness of payments, reasons for cardholder contact

Contact this candidate