Customer Service Senior Analyst Resume Samples

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K Wisoky

Kiley

Wisoky

66020 Cesar Springs

Philadelphia

+1 (555) 239 8435

66020 Cesar Springs

Philadelphia

Phone

p +1 (555) 239 8435

Experience Experience

Dallas, TX

Customer Service Senior Analyst

Dallas, TX

Fisher, Friesen and Gleichner

Dallas, TX

Customer Service Senior Analyst

Create opportunities for proactive program improvement in concert with Account Management and other functional areas
Assist with PCM management, including creating, reviewing and updating documentation
Create Opportunities for Proactive Programme Improvement. Practice effective continuous process improvement within Operations and with our clients to reduce errors, bottlenecks and ultimately, costs
Managing clients stock of plastic cards (if client specific) and associated collaterals related to card issuance by proactively tracking actual usage against client projections
Responsible for loading of customer orders to our Order Entry system, giving timely and realistic ship commitment dates to customers, working internally within manufacturing to ensure product gets shipped in a timely manner. Act as voice of customer within company
Create and maintain a strong network with internal colleagues/stakeholders and external clients
Work with Sales Managers & Project Managers to effectively commit best can do ship commitments against new business opportunities or large/short lead-time customer purchase orders

Philadelphia, PA

Correspondence Customer Service Senior Analyst

Philadelphia, PA

Jerde, Treutel and Steuber

Philadelphia, PA

Correspondence Customer Service Senior Analyst

Perform regulatory, audit and control assessments including MCA reviews
Primary day-to-day contact for key/high revenue global clients with a focus on written communications providing North America clients a high quality of service and customer satisfaction
Perform high risk tasks such as participate as a member of the Daylight Overdraft Team
Ensure all transactions are executed in a timely and accurate manner to provide superior service including but not limited to: funds transfers, cash letters clearing, check collections, disbursements, Worldlink transactions, trade settlements, foreign exchange, corporate actions, income collections, transitions and tax reclaims
Responsible to follow up on Out of Standard cases in all regions globally for their designated clients
Increased depth of overall TTS Product knowledge
Lead New hire training sessions on specific product or procedure

present

Chicago, IL

Customer Service Customer Service Senior Analyst

Chicago, IL

Breitenberg, Weimann and Bednar

present

Chicago, IL

Customer Service Customer Service Senior Analyst

present

Assist with PCM management , including creating, reviewing and updating documentation
Ensure all transactions are executed in a timely and accurate manner to provide superior service
Identify and implement process improvements to reduce operating deficiencies and improve productivity across products and client services
Engage partners to focus on issues and opportunities that differentiate Citi in the view of our clients as an excellent service provider
Metrics / MIS – Perform trend analysis, utilization of Business Objects and STaRS
Perform regulatory, audit and control assessments including RCSA reviews
Manage and own escalations through to resolution including root cause analysis, identify fix and preventative measures

Education Education

Bachelor’s Degree

University of California, Irvine

Bachelor’s Degree

Skills Skills

Excellent client communication skills and telephone manner and a strong ability to build client relationships
Ability to learn system processes quickly and suggest improvements to obtain operational efficiency
Excellent time management and prioritisation skills with ability to work under aggressive timelines
Excellent attention to detail
Strong communication skills with an ability to interact effectively at all levels
Ability to build working relationships with clients, product, operations, coverage and technology staff
Proficient in using Microsoft Office applications
Strong self motivator
Well-developed working knowledge of the business and the upstream and downstream influences
Ability to influence various partners within and outside operations

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Avp-global Customer Service Senior Analyst Resume Examples & Samples

Knowledge of credit and debit card markets, products and processes
Ability to learn or have experience using Web Tools used for Commercial Cards Skills
Excellent Presentation & Communication Skills
Strong MS Office and system skills
Analytical & methodical approach
Effectively prioritise time & manage deadlines
3-5 Years Customer Service or Relationship Management experience
No specific academic or professional qualifications are necessary

Avp-customer Service Senior Analyst Resume Examples & Samples

Excellent written, oral and presentation skills to interact with both internal partners and external clients
Proficient in using Microsoft Office applications
Ability to innovatively develop solution proactively to client issues and identify opportunities for efficiency
Effective in working cross functionally with global and regional clients and partners
Demonstrate ability to understand and address client needs and establish long term credibility and relationships with clients
Highly experienced self-starter that takes independent initiative

Customer Service Senior Analyst Resume Examples & Samples

Education: Bachelor's degree or equivalent experience
5+ years of direct experience managing client relationships
Strong interpersonal and relationship-building skills
Demonstrated ability to provide outstanding client service

Correspondence Customer Service Senior Analyst Resume Examples & Samples

Primary day-to-day contact for key/high revenue global clients with a focus on written communications providing North America clients a high quality of service and customer satisfaction
Trend and analyse opportunities for client experience optimization, process efficiencies and risk mitigation
Engage partners to focus on issues and opportunities that differentiate Citi in the view of our clients as an excellent service provider
Ensure all transactions are executed in a timely and accurate manner to provide superior service including but not limited to: funds transfers, cash letters clearing, check collections, disbursements, Worldlink transactions, trade settlements, foreign exchange, corporate actions, income collections, transitions and tax reclaims
Assist with PCM management , including creating, reviewing and updating documentation
Perform regulatory, audit and control assessments including MCA reviews
Ability to multi-task and meet multiple time sensitive deadlines
Development value : Relationships management skills - Increasing ability to develop client and partner relationships regionally and globally, Increased ability to navigate internal, vendor or client organizations
Increased interpersonal skills – communication, presentation skills and collaboration
Increased depth of overall TTS Product knowledge
5-7 years of business or banking related experience
2-3 years experience with Cash Management products
STaRS experience a plus
Aptitude for utilizing reporting tools, applications and STaRS experience a plus
Ability to train others

Customer Service Senior Analyst Resume Examples & Samples

Act as liaison with internal and external cross functional partners to deliver an excellent client experience
Perform regulatory, audit and control assessments including RCSA reviews
5 – 7 years of business or banking related experience
2 – 3 years’ experience with Cash Management products

Customer Service Senior Analyst Resume Examples & Samples

Pro-actively manage the end to end processing of clients daily transactions across the Corporate and CTF portfolios and issues with a proactive follow up with the respective Operations, TCS, Sales and Product Management teams
Maintain reporting of all client inquiries and investigations handled for all managed clients across the Corporate and CTF portfolios on the TRIMS system
Maintain pristine controls and procedures for all aspects of the TSP function to ensure effective risk management for EMEA Trade
Maintain active engagement with Product, Sales and Coverage partners in relation to new customer requirements
Improve overall relations with our client base providing clients with one to one support tailored to their specific business and requirements thus facilitating improved feedback on client reviews and surveys
Handling escalations and customer feedback, processing delays and errors appropriately. Dealing with Trade related issues and timely escalation of any issues to operations managers
Pro-actively monitoring the collateral, exposure and tenors on the secured transactional facilities through the complete life-cycle of the transaction
Managing the end to end operational process for all transactions including reviewing transactions, and manage interactions with internal departments and external parties, including clients, to ensure effective delivery within target turnaround times in a cost effective manner
Maintain accurate positions per client within the Triquesta Monitoring system for transactional financing to agreed parameters and Citibank's risk management policies and procedures
Ensure a high level of customer satisfaction is maintained and help minimise client related issues and complaints
Accompany CTF Transactors when required on client visits if requested
Help reduce the bottlenecks in processing with a strong focus on Turn Around Time (TAT)
Assessing the quality, value and acceptability of collateral provided, in line with the approved facility parameters and control the movement and disposal of collateral as required under the facility terms
Collecting and collating drawdown information required to process clients individual transactions
Alerting Transactors /risk management in any deterioration in the Banks credit risk position by reacting in a timely manner to facility excesses, collateral shortfalls, deviations and any adverse market conditions
Managing risks appropriately and effectively resolving issues as they occur
Review of client documentation and transactions in consultation with product and ops, as required
Work with Product partners to understand new product offering, initiatives and complex deals in order to develop tailored operational solutions
Alert the relevant Transactor and Risk Manager of any facility excess/collateral shortfall
Strict adherence to all Citi policies. Periodic review and completion of MCA
Support other Trade operations activities as and when required
Trade Finance experience within in a banking environment would be preferable
Experience in a customer service type role is essential
Good knowledge of trade flows would be desirable
Fluency in at least one Western European language (written and verbal) is preferable however not an essential requirement of this role)
Organisational and interpersonal skills
Excellent client communication skills and telephone manner and a strong ability to build client relationships
Ability to influence various partners within and outside operations
Confidence, self- motivation and lots of initiative
Ability to build working relationships with clients, product, operations, coverage and technology staff
Ability to work in team environment
Enthusiasm and strong desire to work in operations
Must be attentive and responsive to client needs
High level of accuracy and attention to detail is required
Must be highly numerate with good keyboard and core system (Outlook, Excel, Word) skills

Customer Service Senior Analyst Resume Examples & Samples

The Global Customer Account Specialist serves as the Clients’ primary contact. They provide operational account management at a corporate client level
The main responsibility is to maintain, strengthen and grow the ongoing relationship with Commercial Card Clients following set up by the implementation team and provide a single access window for client queries and concerns
The Global Customer Account Specialist must be able to successfully do the following
Ensure a Seamless Transition from Implementation into Business As Usual for new programs
Be a single point of contact, Post Implementation for Clients and their Program Administrators (PA)
Drive consistently high levels of client satisfaction
Address the root causes of any recurring issues with Citi and Client functions
Assist the Call Centre and Back Office functions with day-to-day cardholder problem resolution — very little direct contact with cardholders
Reconciliation of client financials relating to inbound payment files for onward crediting to individual cardholders
The GCAS role is a key part of the Relationship in conjunction with Global Account Manager and the regional CAS roles
Continually increase their own knowledge and understanding of the clients’ card program and Citi’s global product offering
Leverage existing relationships to drive expansion of issuance among current programs
Create opportunities for proactive program improvement in concert with Account Management and other functional areas
Frequent proactive client communication. Lead regular conference calls. Schedule, organise and lead regular client service reviews in collaboration with Account Management and other functional areas where relevant
Influence the client to ensure that their programme operates optimally for both them and Citi
Day-to-day issue resolution with key contacts at the client’s organisation
Issue Escalation - Taking ownership of issues and coordinating fast resolution
Maintain Global Action Log and update regional/global teams and client
Managing clients stock of plastic cards (if client specific) and associated collaterals related to card issuance by proactively tracking actual usage against client projections
Identify trends and carry out margin analysis to ensure smooth operation of the program
Create Opportunities for Proactive Programme Improvement. Practice effective continuous process improvement within Operations and with our clients to reduce errors, bottlenecks and ultimately, costs
Identify areas to cross sell cards products / solutions to existing clients and work with the Citi teams to develop these leads
Grow programmes through new countries, changes to scope, additional spend types
Programme Maintenance
Ongoing Programme Analysis
Engage and coordinate relevant Citi resources as needed to support the Client e.g. Operations, Product, implementations
Work in conjunction with regionally assigned CAS to ensure one common global team is presented to the client. GCAS should be able to lead a matrix CAS team to resolve client issues and optimize client programmes
Proven track-record of directly managing a team of 4-5 employees
Experience conducting employee reviews, setting goals, career development
Effectively prioritize time & manage deadlines
Strong experience of Managing and developing client relationships
Track record of driving incremental sales in existing relationships
Knowledge of credit and debit card markets, products and processes within an Operations/Customer Service Dept
Self-motivated, highly energetic, analytical problem solvers, and possess good relationship management skill
Highly fluent in English, French and German ( if located in EMEA)
Highly articulate, with influential verbal skills and precise written skills
Ability to work in a pressured environment and multi-task is essential
Must be proactive and prepared to investigate issues on own initiative with the minimum of information
Excellent communication skills & ability to communicate at all levels
Self-motivated and demonstrate high level of initiative
Display a high level of attention to detail
Team player with other CAS and organizational partners
Self-motivated, highly energetic, analytical problem solvers, and possess strong relationship management skills,

Team Coordinator Customer Service Senior Analyst Resume Examples & Samples

Ability to negotiate and influence others
Excellent written, oral and presentation skills to interact with both internal partners and external clients at all levels
Creating effective training and process documentation
Provide constructive feedback through observable behaviours of team member to the manager and individual
Demonstrated ability to lead a team in completing initiatives and projects
Capable of organizing several complex tasks effectively in order to accomplish goals and meet deadlines
Proficient in utilizing reporting tools, applications and systems
5 - 7 years of business or banking related experience
Proven success as a leader within a team
Ability to motivate, coach and mentor others to achieve results

Customer Service Senior Analyst Resume Examples & Samples

Liaison between clients and cross-functional partners for problem identification and resolution
Manage escalated issues for WL COS team and ensure best business practices
Take initiative to cross-train department on all aspects of WorldLink to increase SME pool
Participate with senior teammates and lead various client calls/meetings for increased knowledge and competency
Create and maintain a strong network with internal colleagues/stakeholders and external clients
Keep abreast of industry changes
Work independently and efficiently to achieve high level of productivity while reducing costs
Interface with cross-functional partners to drive improvements, mitigate risk, create efficiencies and enhance the client experience
Promote self-service opportunities

Customer Service Customer Service Senior Analyst Resume Examples & Samples

Lead New hire training sessions on specific product or procedure
Trend and analyze opportunities for client experience optimization, process efficiencies and risk mitigation
Superior analytical and creative thinking skills

Customer Service Senior Analyst Resume Examples & Samples

Extensive Trade Finance experience within in a banking environment would be preferable
Extensive years of experience in a customer service type role would be preferable
Good knowledge of trade flows would be preferable
Enthusiasm and strong desire to learn and work in operations
GSCE English and Mathematics
Trade Technical qualifications (e.g. CDCS) would be an advantage

Customer Service Senior Analyst Resume Examples & Samples

Develop and implement initiatives to improve customer services. · Analyze customer issues so as to develop tools and processes to increase customer satisfaction. · Maintain up-to-date knowledge on customer business areas · Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers. · Evaluate and prioritize customer inquiries to better serve the customers. · Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc. · Maintain history records and related problem documentations for future reference. · Maintain relationships with other internal departments as well as client base to improve business performance. · Conduct training to customers and internal staffs on company products and services. · Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed. · Address customers in a professional and respectful manner. · Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary
3-5 years working in a Call Center type position handling internal/external customer service queries · Automotive experience serving in a customer service/Business process analyst type role · Continuous improvement examples and experience driving change, improvements to service levels · Experience in successfully interfacing with third-party providers and relationships throughout multiple contract lifecycles · Demonstrated success at facilitating business relationships and collaborating with internal customers to establish business requirements and stakeholders to manage expectations · Demonstrated success in establishing approval policies and processes, training systems and departmental benchmarks, including implementation, and communication plans · Highly self-motivated with the ability to implement policy, procedures, infrastructure, and enablers · Excellent interpersonal and management skills for development of personnel and management of project results that rely on collaboration and teamwork · Strong project management skills, and a results orientation · Ability to recognize strategic direction and effectively champion initiatives
Some experience with call center reporting, ticketing, CRM technology a plus · Previous interaction with SAP related processes and system issues · Familiarity with call center metrics/reporting of KPI’s- abandon rates, speed to answer, FCRR

Customer Service Senior Analyst Resume Examples & Samples

Analysis / MIS creation / Reporting
Risk and Controls Management
Broad business acumen
Proven track record
Strong interpersonal and organisational skills
Excellent time management and prioritisation skills with ability to work under aggressive timelines
Superior people leadership skills with the ability to engage employees in relation to the future vision of the organisation
Excellent written and verbal communications and influence at appropriate level
Ability to build effective networks and relationships
Numerate

Customer Service Senior Analyst Resume Examples & Samples

Provide highest level customer service as the day-to-day focal point of contact for key/high revenue global clients
Responsible to follow up on Out of Standard cases for their designated clients
Manage and own escalations through to resolution including root cause analysis, identify fix and preventative measures at client and product level
Perform high risk tasks such as Daylight Overdraft and Amendment Process
Lead PCM management , including creating, reviewing and updating documentation
Partner with Client Experience Management team on scorecard review, improving overall client experience, etc

Customer Service Senior Analyst Resume Examples & Samples

Work effectively and proactively with business stakeholders to ensure good balance of demand and diligently close off demand gaps by the stipulated time-line
Review demand as well as validate weekly Master Demand and pro-actively close the supply/demand gap
Develop and maintain compliance to customer expectations to ensure quality service delivery
Communicate risk mitigation strategies and contingency plans to organization
Understands all elements of product cost; able to clearly articulate the main cost drivers, cost reduction and cost avoidance activities and utilize appropriate resources and influences sourcing decision to achieve optimal product cost
Basic understanding of the forecast process, key players, and its role in demand planning and order fulfillment
Assess the impact of forecasts on manufacturing performance (e.g. order fulfillment, manufacturing procurement) across functions
Total management of customer orders. This will involve receiving, scheduling, shipping and after sales service of customer purchase orders. Requires close contact with our sales team
Responsible for loading of customer orders to our Order Entry system, giving timely and realistic ship commitment dates to customers, working internally within manufacturing to ensure product gets shipped in a timely manner. Act as voice of customer within company
Ensure that pricing of customer purchase orders is inline with our price list. Maybe asked to support debt collection from time to time
Will need to effectively interface with Operations team to; size and commit customer PO’s, manage manufacturing build schedules in line with capacity and supply lead-time challenges, negotiate juggling of customer demand in line with priorities and pressures
Work with Sales Managers & Project Managers to effectively commit best can do ship commitments against new business opportunities or large/short lead-time customer purchase orders
Attention to detail, good follow-through and organized skills are paramount
Excellent communication skill (both oral and written) are imperative
Requires knowledge of MS Excel
Ability to work in a dynamic, pressured and ever changing environment
Demonstrated ability to manage multiple, parallel projects
Ability to effectively prioritize and execute tasks in a high-pressure customer obsessed environment

Customer Service Senior Analyst Resume Examples & Samples

Experience managing relationships with top-tier corporate clients and gov’t
Treasury and Trade Product knowledge is a plus
Banking industry experience highly preferred
Relationships management skills - Increasing ability to develop client and partner relationships regionally and globally
Contact Center Management experience preferred
Ability to navigate internal, vendor or client organizations
Strong interpersonal skills – communication, presentation skills and collaboration
Leadership skill – act as a new hire peer coach, provide training, ability to multitask, influencing others, ability to negotiate
Metrics / MIS – Perform trend analysis, utilization of Business Objects and STaRS
Increased depth of overall Treasury and Trade Product knowledge is a plus

Customer Service Senior Analyst Resume Examples & Samples

Ability to provide innovative solutions where there are new client requirements
Manage day to day operational work of hedge funds as required
Track and resolve client transactional queries, reporting issues
Identify Citi resources outside Prime Finance required by client and facilitate engagement with other areas of the firm
Ensure trade allocations sent by clients are processed on Trade Date
Facilitate transfers of cash and securities based on clients instructions
Meet funding needs of the various Citi entities/platforms (Swaps,FI,CGML)
Communicate important regulatory, industry or other events
Ensure trade life cycle is efficiently managed on a daily basis
Fail Management- Review and notify customers of failing trades. Work closely with the customer’s executing broker to identify and resolve issues facilitating settlement
Account reconciliation: Ensure the Prime Finance system are in line with the firms books and records
Customer Service: Work closely with the customer on any operational issues related to their account, including settlement issues, Principal and Interest questions, and corporate action issues
Trade booking: Monitor clients trading activity and book trades to the client’s account where necessary
Cash payments: Process and approve cash payments initiated on behalf of our clients, ensuring all firm requirements are satisfied prior to making the payment
Work closely with other areas within Operations to resolve trade break related issues
A minimum of 2 years of professional experience in a client facing role is not required but preferred
Bachelor's degree required (business or finance degree preferred)
Good understanding of financial products and global trade settlement processes
Excellent awareness of client service and expectations
Ability to learn system processes quickly and suggest improvements to obtain operational efficiency
Strong communication skills with an ability to interact effectively at all levels
Strong self motivator
Ability to manage client expectations

IT Customer Service Senior Analyst Resume Examples & Samples

Access Control / Systems Security: Processing requests and making sure Accenture Operations teams have the access they need to do their job
User Support: Provide support and guidance on the end-to-end technology used for the delivery of service for the BT Pensions service
Testing: Undertake and co-ordinate user acceptance testing of Open2 / PWP and other system upgrades, releases and fixes
Incident Management: Monitor and track incidents, co-ordinate resolution with multiple parties. Complete triage of issues
Projects: Contribute to impact assessment of technology and business changes/initiatives and delivery of system admin activities to agreed time and budget
CDP Controls – validating of existing controls and obtaining evidence
Ability to prioritise and manage own time and work load
Ability to deliver to strict deadlines
Good level of numeracy and communication skills and a flexible approach
Strong appreciation of Security and Data Privacy considerations
Responsible for own work effort and deliverables within assigned areas
Strong working knowledge of Open2 / PWP applications
Understanding of the end-to-end journey for the processes in place for delivery i.e. Integration Hub, DST
Good data management and manipulation skills
Good problem solving skills

Customer Service Senior Analyst Resume Examples & Samples

Liaise with client to understand their service needs in order to match them to our delivery capabilities, interface with Citi’s internal departments on their behalf
Act as escalation contact for service issues involving global custody products
Arrange/host service reviews in partnership with the Client Executive and ensure resultant action points are tracked to completion
Maintain client issue tracking, ensuring the correct level of focus is given and escalated when required for service issues
Serve as operation oversight, ensure service level reporting is adhered to and followed up, and highlight items falling out of standard versus agreed SLAs
Support Service Review and due diligence requirements as necessary
Originate projects designed to improve client efficiency, reduce costs or address gaps in the service offering. Participate in wider business initiated programs as required

Customer Service Senior Analyst Resume Examples & Samples

Daily Customer orders credit analysis (block and release orders)
Relevant role in terms of business support
Direct responsibility with regards to Compliance in the Credit order release process
Lead processes and tools initiatives aiming achieving relevant improvements
Ensure an effective credit analysis process according to business requirements
Stablish agreements and assumptions with interface areas
Service Level Agreement attainment according to operations target
Communication flow continuous improvement with interface areas
Daily Credit Analysis Report
Bachelor in Business Administration , Economics, Accounting or Engineering
Advanced English (mandatory)
Desirable previous experience in Customer Service, Order to Cash, Order Management or Finance
Business and customer oriented

Customer Service Senior Analyst Resume Examples & Samples

Serve as the day-to-day escalation contact for Worldlink level 2 inquiries for NA client base. Manage and own escalations through to resolution including root cause analysis, solutioning and implementing preventative measures
Lead New hire training sessions on specific products or procedures
Assist with PCM management, including creating, reviewing and updating documentation
Influence the process of ensuring standard TTS transactions are executed in a timely and accurate manner
Ensure all inquiries/investigations are handled in a timely manner and within global standards
3+ years of business related experience preferred
Basic computer skills: Microsoft Excel, Outlook, Word and PowerPoint
Client service experience preferred
Advanced WorldLink knowledge required