High energy professional with tried and tested leadership skills. Dedicated, resourceful and energetic team player with multiple years experience in the customer service industry.

COMPANY	POSITION HELD	DATES WORKED
principal financial group	(Confidential)	4/2007 - 11/2007

SCHOOL	MAJOR	YEAR	DEGREE
Roosevelt High School	general studies	1991	High School/GED Degree

Highlights:

Companies I like:

google

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• account management
• customer service
• call center management

Maintain daily Escalation Line call volume logs. Review and approve/deny account holder Consumer Reporting Agency disputes. Conduct daily/monthly/quarterly audits of CITI’s Clean Desk Policy. Conduct monthly adjustment audits for late stage collection teams and provide necessary documentation to senior management team for review. Assist with the revision of collection processes and procedures in conjunction with 2 other CITI Cards sites. Complete quarterly Self Assessment Tests to ensure that center is operating within CITI and Federal (FDCPA and OCC) guidelines and document course of action if/when deficiencies are located. Develop and present monthly department overview to the entire Private Label Oil Collections department including senior management team. Assist Performance and Training department with the training, coaching, and development of newly hired employees as well as developing and/or implementing process and procedure changes in conjunction with Performance and Training. Meet and exceed CITI standards for call quality on all customer contacts whether the customer is internal or external.