Brandon Mitchell Email & Phone Number

Irving, Texas

• Assisted in the on-boarding of multiple Citi/Partner integrations including Costco, Best Buy, Case and New Holland, among others, laying the foundation through analytic tools (call routing/hierarchy/skills etc.)
• Analyzed intraday calls forecast and provided commentary to the managers; maintaining 80-85% occupancy rate to minimize staffing downtime and allow training: improving FTE’s average handle time.
• Performed short-term analysis and forecasting of customer volume, average handle time, staffing shrinkage, and unpredicted risks to ensure proper staffing and meeting of service level agreements.
• Provided strategic recommendations to leadership by performing monthly predictable risks and opportunities assessments to ensure monthly contractual obligations are met.
• Partnered with IT, Incident Management, and Operations to resolve unpredictable risks (i.e. system outages, network connectivity loss, routing failure) and develop a real-time strategy to prevent risk to service goals.
• Developed talent through revamped on boarding program; welcomed new hires to Citi culture prior to they assumed operational roles; shorten GWFO indoctrination process by 40% and increased command center operations by 50%

Irving, Texas

• Research and resolve complex client issues with one call resolution while ensuring world class customer service to ensure client retention
• Assist in direct reduction of company Net Credit Loss through maximizing each interaction by offering best arrangements to resolve all delinquent accounts
• Handling escalated calls across multiple sites providing technical and procedural support on a wide range of products to mainstream representatives
• Daily collaborations with peers; assessing strengths and identifying opportunities through effective peer to peer coaching
• Assist other production employees throughout learning and development processes
• Responsible for monthly motivational productivity contests across entire Collections Inbound with 300+ FTE to help build morale and teamwork

Irving, Texas

• Resolve early, hi-risk, and late stage delinquent accounts to assist in reducing company Net Credit Loss
• Negotiate with as many clients as possible providing industry leading customer service, working hand in hand with them in the resolution of delinquency across multiple products
• Effectively notate client accounts to maintain accurate system record of customer contact
• Constant self-development of detailed knowledge of required policies and procedures