Gresham Ace Gonzales Email and Phone Number

- Acts as the Citibank Online Team OIC- Responds to clients’ inquiries/complaints coursed through Citibank Online’s (CBOL) secured and unsecured channels.- Coordinates directly with other units to ensure that complaints are immediately resolved.- Handles the training for back-up Citibank Online Officers.- Helps ensure that the CitiPhone team is informed of any CBOL downtimes, updates, changes.- Conveys reminders to help fellow CitiPhone Officers (CPOs) with the most common Citibank Online problems they encounter.- Conducts training for CPOs for any Citibank Online changes and basic troubleshooting.- Pioneer member of the Citibank Video Call and Live Chat facility- Received Global Contact Center Employee Award in recognition for putting “Customers First” – January 2015- Top in Quality Award for receiving no complaints and maintaining an average monthly quality score of 100% for Q4 (July – September) 2015- Recipient of several other Client Service Excellence Awards

- Provided assistance to both credit card and bank clients in their account-related inquiries/complaints.- Coordinated with Personal Bankers and Relation Managers for the special requests of affluent bank clients.- Ensured that both the monthly individual sales goals and the unit’s sales targets are hit.- Assisted credit card clients in their account-related inquiries/complaints.- Ensured that feedbacks and suggestions from clients are forwarded to the units concerned for future considerations.- Ensured that monthly sales targets are met.