Customer Care Professional

• Aug 2020 - Present

Retention Specialist

• Jan 2009 - Present

Handle escalated Citi mortgage accounts. Work with clients one on one to help get their loss mitigation/collection work out options. Retention representative for Citi credit cards

Citi customer advocate

• Jan 2009 - Aug 2020

Customer service specialist. Worked as a customer service representative for Costco credit cards. Retention representative for Citi branded credit cards, loss mitigation for default mortgages, and handled the escalated phone calls for the default mortgage team.

Customer Service Representative

• Apr 2003 - Jan 2009

Handle international inbound and outbound pick up requests; process import rate requests. Maintained quality assurance level of 97% or higher handling 100 plus calls a day. Trained agents on new computer software/systems.

Dispatch

• Apr 2003 - Jan 2009

Dispatch for several counties dispatched for 50+ drivers. Customer assistance, incoming status calls and complaints. Star Customer AdvocateHandling corporate accounts calls/emails, inquiries, problems, requests and suggestions; negotiate customer claims, initiate billing adjustments, arrange product substitutions and returns. Only internationally trained agent to answer questions that did arise.

Operations Manager

• Jul 1998 - Mar 2003

Managed over 50 employees. Recruited, hired, and trained new employees for customer service and the warehouse. Ran quality control for customer service. Exceeded monthly performance goals. Managed over 50 employees. Recruited, hired, and trained new employees for customer service and the warehouse. Ran quality control for customer service. Exceeded monthly performance goals.

Training Manager

• Aug 1997 - Jul 1998

Assisted and trained a staff of 20 employees. Dispatched and scheduled drivers, and supervised shifts. Assisted in the kitchen. Assisted and trained a staff of 20 employees. Dispatched and scheduled drivers, and supervised shifts. Assisted in the kitchen.

Head Cashier/Assistant Manager

• Nov 1995 - Aug 1997

Cashier training, cashiering, servicing customer complaints, and sales consultant to other departments in the store. Cashier training, cashiering, servicing customer complaints, and sales consultant to other departments in the store.

Assistant Store Manager

• Feb 1993 - Feb 1996

Coordinated and oversaw the entire operation of a fast food franchise. Coordinated and oversaw the entire operation of a fast food franchise.