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Yyyyyy x. yyyyyy

- 1544 Wessels Dr. Apt 12 Ÿ Fort Mitchell, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Systems Analyst Customer Service/Sales Supervisor


Qualifications Profile


    Highly self-motivated and results-driven management professional with more than 13 years providing high-performance customer service, fraud prevention, loan/mortgage management, and sales support in the financial services business.

    Detail-oriented, analytical and methodical with critical thinking to resolve work issues even under stress.

    Flexible with quick learning abilities to reach high productivity in fast-paced work environments.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities.

Key Expertise

Financial Service Management

    Banking Products Portfolio Management

    Mortgage & Loan Administration

    Customer Service Management

    Foreclosures and Litigation Support

    Multiple Account Management

    Profitability Management

    Internal Audit & Control

    Fraud Prevention

    Credit & Collection

    Fiscal & Budget Management

    Financial Risk Management

Business Management

    Planning & Execution Support

    Service Support Administration

    Change Management

    Product Development

    Business Development

    Policies & Regulatory Compliance

    Total Quality Management

    Process/Workflow Improvement

    Relationship Management (Customers, Public, & Suppliers)

    Portfolio Management

    Inter-Office/Agency Coordination

    Staff Supervision & Training

    Records & Document Management


    Optimizer Aboo Work Management System

    MS Office (Word, Excel, PowerPoint, Access, & Outlook)

    Email/Webmail, Web Research, Social Networking, & Online Collaborative Computing


Professional Experience


CitiMortgage, Inc. Ÿ Florence, XXXXXX

Mortgage Foreclosure Auditor/Quality Control Jun 2012 Present

    Verify accuracy and quality of foreclosure affidavits and forms, consistently compliance with bank policies and procedures of the mortgage department.

    Administer Foreclosure litigation procedures adhering to legal requirements and regulatory laws.

    Maintain production outcomes at 162% over standard, delivering performance ranking of 2 exceeding expectations against a 120% target.

    Review new policies and procedures to identify risk gaps, communicating their implications clearly to the entire department.

    Serve as Lead Auditor in Recon ensuring all Foreclosure Affidavits and litigation form are captured in the company database and communicated to legal management to initiate foreclosure proceedings.

    Initiate and develop the Quality Control department in Foreclosure, serving as Subject Matter Expert (SME) on the complex New York Legal filings.

    Meet or exceed expectations through exceptional affidavit verification success with no QA or audit check failures.


Citibank, NA Ÿ Florence, XXXXXX (continued)

Client Escalation Supervisor May 2009 Jun 2012

    Coached a team of representatives to ensure proper compliance with banking policies and procedures as well as industry and government regulations, while fostering optimum resource utilization in providing customer services.

    Escalated and processed reports on accounts with activities that appeared suspicious as possible money laundering, account takeover, fraudulent transactions and identity theft.

    Managed escalated calls when a customer requested leadership support

    Established a reputation as SME in change management, planning, resource management, account management, and customer service.

    Interacted with 3rd party industry representative and suppliers in providing exceptional banking service quality to customers.






Yyyyyy x. yyyyyy

- 1544 Wessels Dr. Apt 12 Ÿ Fort Mitchell, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Citibank, NA Ÿ Florence, XXXXXX (continued)

Customer Service sales Representative Oct 2006 May 2009

    Consistently met sales goals at 100% offer rate with 95% conversion rate.

    Addressed customer inquiries and issues in opening checking and savings accounts covering policies, procedures, and industry regulations.

    Escalated customer concerns on potential fraudulent activity and identity theft issues in their accounts to a client escalation supervisor for timely action and resolution.

    Consistently achieved performance metrics in call center operations and exceeding client expectations as evidenced by call monitors and customer surveys.

    Developed sales pitch and packaging for and offered minor loan solutions to customers such as checking accounts, savings accounts, overdraft protection, personal loans and home equity lines of credit.


Mt. Healthy Christian Home, Inc. Ÿ Mt. Healthy, OH

Certified Nursing Assistant Aug 2003 Oct 2006


Education & Credentials



Associate s Degree in Business Management



B.S. in Business Management


Awards & Recognition

    Rated as exceptional for reducing fraud cases reported and reducing bank loses due to fraud at Citibank .

    Ranked Number 1 for providing outstanding customer service at Citibank

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