Felisha Scroggins
Independece
Summary
A seasoned professional with a proven track record at Citibank, NA, I excel in customer relations and expert problem-solving. Achievements include enhancing customer satisfaction and loyalty through resolving complex credit card disputes and inquiries. Known for a quick-learning ability and providing exceptional support, I consistently exceeded performance targets, contributing to increased customer retention.
Overview
11
11
years of professional experience
Work History
Elite Specialist
Citibank, NA
07.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Served as an expert resource for colleagues seeking guidance on complex credit card issues or escalations, fostering a collaborative team environment.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
Citigold Representative
Citibank, NA
05.2023 - 07.2023
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Provided white glove customer service to high end cliental.
Personal Phone Banker
Citibank, NA
07.2014 - 07.2023
- Maintained up-to-date knowledge on bank products, services, and regulations to provide accurate information to customers.
- Handled sensitive financial information securely while adhering strictly to privacy guidelines and requirements.
- Resolved disputes promptly by thoroughly investigating claims, resulting in increased customer trust in the institution.
- Contributed to increasing customer retention with prompt, courteous, and knowledgeable service.
Education
Assocaite Degree in Business Admin & Management - Buisness Administration And Management
American National University
Florence KY05-2017
Skills
- Customer relations
- Customer support
- Quick-learning
- Expert problem solving
Various Awards
Top 5 Marketing Award 2015
Career Discovery Graduate
Top Performer Award 2016
and many more
Timeline
Elite Specialist
Citibank, NA
07.2023 - Current
Citigold Representative
Citibank, NA
05.2023 - 07.2023
Personal Phone Banker
Citibank, NA
07.2014 - 07.2023
Assocaite Degree in Business Admin & Management - Buisness Administration And Management
American National University
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