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Unit Manager at Citi Business Process Solution
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Competencies
Experienced in leading, coaching, and motivating teams to achieve operational excellence.
Skilled in delivering high-quality customer service and resolving inquiries efficiently.
Proficient in managing complex escalations and providing effective solutions across departments.
Capable of troubleshooting and providing technical assistance via chat and email channels.
Education
Summary
Dedicated professional with extensive experience in team management, escalation resolution, and customer support within the banking industry. Proven ability to enhance team performance and deliver exceptional service.
Key Achievements
- Led a team to consistently achieve high performance metrics and improved customer satisfaction scores.
- Implemented coaching strategies that increased team productivity and reduced escalations.
- Acted as a key escalation point, resolving complex customer issues and enhancing service quality.
- Streamlined team operations, contributing to efficient workflow and performance management.
Experience
Unit Manager – Retention Department
Manage a team on their day to day activities like team’s performance, attendance and provide real-time assistance to queries.. Provide weekly/monthly coaching to maximize Representative’s monthly performance.. Giving assistance/support to other team or team members, especially with real time question about card member’s enquiry.. Division’s go to person for assistance about issues related to technical/system issues of Representative.. Making recommendations on how to improve site’s performance to Unit Leaders during our Monthly Business review.. Extend assistance to Reps with technical issues on their devices like laptop or computers.
Escalation Officer
A subject matter expert who is responsible in answering questions from Representatives.. Taking real time escalation from Reps from all lines of business across the globe.. Acted as a team POC, gives update to teammates and help them with approach on how to improve scores.. Acted as a team POC, give/provide help to new team members with knowledge gathered being one of the tenured Escalation officer.
Citiphone Officer
Provide satisfactory customer service and support for credit card accounts.. Responsible in handling inquiries from card members about their credit card account.. Acting as Team POC, helping teammates on how to improve on their metrics like talk or handle time.. Handled retail bank account for US Market, performs account maintenance like sending cheque books.. As a retail bank rep, responsible in helping customers with online account troubleshooting and other tasks almost the same with credit card account.
Technical Support Officer - Email and Chat Support Officer
Provided customer service and support via email and chat to one of the biggest Telecommunications Company in Australia.. Giving troubleshooting guidelines to customers via chat.. Answer/reply to customer’s enquiry via email.. Provide step by step troubleshooting guidance by making it easy for customer to follow and understand.