- Cooking
- Baking
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Artificial Intelligence (AI) and Machine Learning
- Engaging in food photography and sharing culinary creations on social media
- Volunteering
- Animal Welfare Advocacy
Angel Marrero
Apache Junction
Summary
Dynamic Escalation Specialist at Citibank with a proven track record in complaint handling and problem resolution. Expert in analyzing customer feedback to drive improvements, achieving high customer satisfaction. Skilled in teamwork and collaboration, consistently exceeding sales goals while maintaining professionalism under pressure. Proficient in CRM and reporting documentation.
Overview
13
13
years of professional experience
Work History
Escalation Specialist
Citibank
09.2022 - 09.2025
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Trained customers on product usage for increased brand loyalty.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Escalated customer issues to management for appropriate action to be taken.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and backed up other customer service managers.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Representative
Citibank
09.2012 - 09.2022
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recorded accurate and efficient records in customer database.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Consulted with businesses to supply accurate product and service information.
- Set and achieved company defined sales goals.
- Trained new employees on customer service, money handling and organizing strategies.
- Attended monthly sales meetings and quarterly sales trainings.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Achieved or exceeded company-defined sales quotas.
- Stayed current on company offerings and industry trends.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
Tucson Accelerated High School
TucsonSkills
- Complaint handling
- De-escalation techniques
- Spreadsheet tracking
- Collections management
- Reporting and documentation
- Goal setting and achievement
- Calm and professional under pressure
- Remote office availability
- Teamwork
- Teamwork and collaboration
- Problem resolution
- Call center experience
- Analytical thinking
- Brand representation
- Credit card payment processing
- Policies and procedures adherence
- Customer relationship management (CRM)
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Interests
Timeline
Escalation Specialist
Citibank
09.2022 - 09.2025
Customer Service Representative
Citibank
09.2012 - 09.2022
High School Diploma -
Tucson Accelerated High School