Taguig, National Capital Region, Philippines
Results-driven Customer Service Analyst leveraging almost 5 years of proven skills in establishing strong rapport with clients. Highly knowledgeable in Citi Credit Cards Products and Services and had experience in handling Citi Retail Banking Products and Services. Collaborative team player diligent about contributing to achievements of team goals. Willingness to take on added responsibilities to meet team goals and open to other tasks other than business as usual. Work History: Customer Service Analyst 1, Citibank CBPS ( June 2018 - Present ) US CARDS MRC - ( Handling Citi Credit Cards and Retail Banking Products and Services) - June 2018 to June 2021 Citi Credit Services - ( Handling Sales and Retention Accts ) - June 2021 to present Teller and Loan Officer - Head Office, Rural Bank of Malolos, inc. ( Aug 2016 to May 2018 ) Current Job Responsibilities: * Expert in offering a positive inbound telephone banking experience to our Citi Credit Card Clients. * Knowledgeable on Citi Credit Cards Banking Products and Services and any unexpress needs or wants that our clients needed. * Expert in handling Retention and Sales Calls. * Expert on NPS, RSAT, FCR, AHT, ACD or Availabilty, Sales, Retention, Disputes, Customer Sentiments, Compliance Metrics and other metrics that I have handled before. * Support sales force and management by implementing recommendation concerning changes, improvements and enhancements. * Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns. * Support and Assist banking customers who are victims of fraud, theft, or identity theft. * Maintained and exceeded company's established Quality, Compliance, and Customer Service Standard. * Handled high call volume while delivering a high service quality. * Describe promotional offers and used persuasive sales techniques to upsell service and / or to convince clients to apply for additional banking services. * Apply knowledge of how the team interacts with other in order to accomplish Customer Service Goals. * Provided navigational assistance with online and mobile banking experience. * Collaborative team player diligent about contributing to achievements of team goals.