Emily Saiz
Tucson
Summary
Dedicated Escalation Specialist with a proven track record in resolving complex customer issues. Known for strong problem-solving and de-escalation techniques, consistently enhancing customer satisfaction and team collaboration. 6 years of experience in Forbearance and hardship assistance along with Escalations, working to find solutions for Clients that have been impacted by financial hardship. Providing long term and short term options while actively listening to the clients needs and providing empathy and great customer experience every step of the way.
Overview
9
9
years of professional experience
Work History
Escalation Specialist
Citibank, NA
Tucson, AZ
10.2018 - 05.2026
- Resolved complex customer issues through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction.
- Analyzed trends in escalation patterns to identify root causes and develop proactive solutions.
- Mentored junior team members on escalation processes and best practices for issue resolution.
- Managed delinquent accounts, reducing outstanding balances through effective negotiation and communication strategies.
- Resolved customer disputes promptly, ensuring satisfaction while maintaining company policies and compliance standards.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
Soldier
US Army
South Carolina
01.2017 - 06.2017
- Maintained physical fitness levels to meet demanding operational requirements and ensure optimal performance under challenging circumstances.
- Strengthened morale among fellow soldiers through active listening, empathy, and encouragement in difficult situations.
- Developed strong leadership skills through rigorous training and hands-on experience in high-pressure situations.
- Utilized critical thinking skills to solve complex problems while working under pressure in dynamic environments.
- Assembled, disassembled and maintained various weapons for operational readiness.
Education
High School Diploma -
Palo Verde Magnet Highschool
Tucson Az05-2016
Skills
- Complaint handling
- De-escalation techniques
- Goal setting and achievement
- Customer service
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Organizational skills
- Adaptability and flexibility
- Phone etiquette
- Leadership
- Account management
- Repayment negotiations
Timeline
Escalation Specialist
Citibank, NA
10.2018 - 05.2026
Soldier
US Army
01.2017 - 06.2017
High School Diploma -
Palo Verde Magnet Highschool