Professional Experience
A snapshot of the skills, roles, and education that shape how I support customers, partners, and teams.
Skills
A blend of operational excellence, technical fluency, and human-centered support.
Account Management
Escalation Triage
B2B Service
Zendesk
Content Strategy
FinTech & Ecommerce Expertise
Quality of Service
Root Cause Analysis
Support Channels
Technical Support
Ticketing Systems
User Experience Optimization
Workflow Design
Agile & Scrum
SOP Development
Quality Assurance
Five9
Customer & Partner Support
Coaching & Mentoring
Conflict Resolution
Avaya
NICE CXone
HubSpot
Email • Chat • Multichannel
Arizona Notary
Experience
Client Advocate
Citi • 09/2024 – Current
- Handle up to 80 daily inquiries regarding balances, transactions, and banking products while maintaining 100% quality compliance and an average handle time of 311 seconds.
- Resolve 1,000+ customer issues per month in real time while adhering to financial regulations and security protocols.
- Recognized within 4 months for exceeding performance expectations, leading to mentoring peers, driving team engagement, hosting team meetings, and providing quality assessments and targeted coaching.
- Supported 5 program lines, including FinTech and healthcare, consistently maintaining 97% QA and 98% schedule adherence.
- Earned a $600 incentive on FIS contract for metric consistency, quality assurance, and customer satisfaction impact.
- Reviewed 700+ seller technical cases monthly to ensure SOP compliance, correct frontline errors, and reduce escalations to engineering.
- Served as Subject Matter Expert, validating legal documents (trademarks, attorney of record, abuse) to prevent misrepresentation.
- Led support expansion and process improvements across 17 resolver groups in 90 days, boosting triage accuracy, reducing engineering escalations by 90%, and hitting 95%+ resolution within 24 hours.
- Developed cross-check protocols and compliance workflows to align with marketplace policies and legal standards.
- Handled 150+ daily contacts across email, chat, and voice during Prime Day and COVID surges, contributing to a 54% improvement in first contact resolution within 6 months.
- Maintained 95% QA, 90% CSAT, and the lowest escalation rate on the U.S. team; received a $100 Amazon gift card for mentoring and bias for action.
Education
Arapahoe Community College
Littleton, CO • GED • Sep 2007
Columbine High School
Littleton, CO • Core • Aug 2007 • GPA: 3.6