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%• Viewed as a leader in role amongst peers and senior leadership across entire Global Workforce Optimization (GWFO) and Cards Customer Service Operations groups.• Detail oriented when making judgments based on the analysis of factual information while applying professional judgment when interpreting data and results • Implemented on-call group text messaging system that is able to identify schedule coverage issues; proactive system to alleviate work center shortages (ensure 100% product coverage for all lines of business)

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