Summary
Overview
Work History
Skills
Lead CIT Site Champ
Timeline
Generic

Nicole Parker

Tucson,AZ

Summary

Motivated and analytical aspiring manager with strong team-building, leadership, and problem-solving abilities. Skilled in fostering positive customer relationships, enhancing employee engagement, and driving performance through training, coaching, and morale-building strategies. Known for sound judgment, adaptability, and a collaborative approach to achieving team and organizational success. Committed to creating a productive and supportive work environment.

Overview

2
2
years of professional experience

Work History

Escalation Specialist

Citibank
02.2024 - Current
  • Resolved customer complaints by effectively managing, deescalating and addressing concerns in timely manner.
  • Fostered strong relationships with clients by continually demonstrating empathy, understanding, and dedication to resolving their concerns.
  • Improved client satisfaction by providing excellent customer service during the collections process, addressing concerns promptly and professionally.
  • Mitigated risk by thoroughly evaluating client profiles and implementing appropriate collection strategies based on historical performance and unique account characteristics.
  • Negotiated settlements with debtors, achieving mutually beneficial resolutions while maintaining professional relationships.

Compliance Intervention Team-Lead Site Champion

Citibank
02.2024 - Current
  • Trained new team members by relaying information on company procedures and compliance requirements.
  • Promoted positive work environment by fostering teamwork, open communication, and employee recognition.
  • Served as role model for team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Assigned team lead during manager absence.
  • Assisted in the preparation of reports for senior management, outlining findings from live observations and compliance risks.

Collections Specialist

Citibank
09.2023 - 02.2024
  • Negotiated to collect balance in full.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.

Skills

  • Complaint handling
  • De-escalation techniques
  • Assertiveness
  • Goal setting and achievement
  • Excel Spreadsheet tracking
  • Reporting and documentation
  • Teamwork and collaboration
  • Management skills
  • Communication

Lead CIT Site Champ

  • Assumed additional leadership responsibilities as Lead Site Champion alongside core Compliance Intervention duties. Responsibilities include preparing and presenting detailed reports to upper management on team-identified opportunities, leading special projects, and providing the Targeted Call Review report process.
  • Support onboarding and development of new agents, ensuring thorough understanding of compliance standards, fostering strong time management skills, and preparing them to effectively support and coach peers.

Timeline

Escalation Specialist

Citibank
02.2024 - Current

Compliance Intervention Team-Lead Site Champion

Citibank
02.2024 - Current

Collections Specialist

Citibank
09.2023 - 02.2024

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Nicole Parker