Customer Service Relations
Resume:
Breanne Gift
Hagerstown, MD *****
***********@*****.***
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Willing to relocate: Anywhere
Work Experience
Roadside Assistance Agent
AAA Mid Atlantic - Hagerstown, MD
September 2023 to Present
Evaluated customer needs quickly, offering appropriate solutions that met their expectations. Developed an efficient system for logging and tracking requests, ensuring accuracy and timeliness of responses.
Utilized technical knowledge to diagnose vehicle problems over the phone, providing accurate advice on repairs or further assistance.
Credit Operations Contingent Operations Assistant
Citibank - Hagerstown, MD
April 2016 to September 2023
Managed daily activities for the department of 100+ Associates, to assure they were adhering to schedule.
Worked with TCC communications to assure the department is meeting daily service level. Handled any system issues or open tickets with IT to perform troubleshooting. Handled daily projects for management, and daily reports. Credit Chat Pilot
Citi cards - Hagerstown, MD
February 2014 to April 2016
Handled Supervisor and Help Gate chats and worked Affluent Applications. Took inbound calls to assist customers with inquiries in regard to their Application. Work applications from judgmental review
Assisted with side by sides and mentoring on the floor with new hires. Assisted management with projects & reports.
Executive Response Unit
Citibank - Hagerstown, MD
November 2013 to February 2014
Responded to inquiries on a presidential lever in regard to defaulted loans Submitted correspondence to The of the Comptroller of the currency (OCC), Consumer Financial Protection
Bureau (CFBP), States Attorney Office regarding customers complaints. Citi cards, Hagerstown MD, Credit Applications June 2011 – November 2013 Handled Affluent calls which deal with higher clientele.Took inbound calls to answer customers inquiries about their credit card applications.
Work Applications from judgmental review
Supported Chat and queue work, supervisor calls and Help gate calls. Loss Mitigation Specialist/Negotiator
Citibank - Hagerstown, MD
February 2009 to December 2010
Responsible for reviewing Loans for Citi Mortgage customers which include the following. Processed Loan Modifications, Special Forbearances, and Repays. Prepared proper documentation for borrowers based on specific work out plans ( Loan Modifications, Special
Forbearance, and Repay)
Completed spreadsheets to manage case loads and to track documents sent to borrowers. UPS, Citi link, DRI
(Default System) and Investor Systems.
Exceeded scorecard and business goals in quality, customer interactions and special assignments. Education
Bachelor's of Science in Cybersecurity in Cyber Security Candidate University of Phoenix - Phoenix, AZ
October 2027
Skills
• Roadside Assistance Productivity Standards Ability to Adapt
• Sales
• Customer service
• Mentoring
• Analysis skills
• Typing
• Software troubleshooting
Certifications and Licenses
Driver's License
March 2022 to March 2028
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