Summary
Overview
Work History
Education
Skills
Hobbies
References
Timeline
Generic

Parker Gaitley

Vail

Summary

Dynamic customer service professional with extensive experience at Citibank, excelling in effective communication and problem-solving. Proven track record in resolving escalated complaints and training teams to enhance service quality. Skilled in analytical thinking and time management, consistently delivering exceptional customer experiences and fostering team collaboration.

Overview

18
18
years of professional experience

Work History

Escalation Supervisor

Citibank
Tucson
11.2023 - 04.2025
  • Resolved escalated customer complaints through effective communication and problem-solving techniques.
  • Documented complaint resolutions in the customer relationship management system accurately.
  • Maintained detailed records of escalated cases for compliance and quality assurance purposes.
  • Trained staff on customer service techniques and banking software usage.

Banking Customer Service Representative

Citibank
Tucson
09.2020 - 11.2023
  • Assisted customers with account inquiries and transaction requests.
  • Educated clients on banking products and services for informed decision-making.
  • Maintained compliance with banking regulations and internal policies consistently.
  • Collaborated with team members to enhance customer service experiences.

Customer Service Manager

Walmart
Santa Clarita
08.2007 - 03.2018
  • Oversaw training programs for new customer service representatives to enhance skills.
  • Coordinated team schedules to optimize coverage during peak business hours.
  • Resolved escalated customer complaints through effective communication and problem-solving.
  • Conducted regular performance reviews to assess staff effectiveness and provide feedback.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Education

Some College (No Degree) - Education

Antelope Valley College
Lancaster, CA

Skills

  • Effective communication
  • Team leadership
  • Problem solving
  • Customer service
  • Analytical skills
  • Time management
  • Typing speed
  • Phone etiquette
  • Call handling
  • Call center experience

Hobbies

  • Computer Gaming
  • Rubik's Cubes
  • Board games

References

References available upon request.

Timeline

Escalation Supervisor

Citibank
11.2023 - 04.2025

Banking Customer Service Representative

Citibank
09.2020 - 11.2023

Customer Service Manager

Walmart
08.2007 - 03.2018

Some College (No Degree) - Education

Antelope Valley College

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Parker Gaitley