Jamie Benjamin Email and Phone Number

• Partner with Digital Channels, Marketing, CX and Ops teams as well as with business stakeholders to develop and support our interactive strategy and properties. Own, define, and execute a digital roadmap.• I help define current and future state journeys for Acquisition, Engagement, and Servicing by creating a clear and inspiring definition and vision for the ideal customer experience across digital and point of sale touchpoints, while connecting these experiences to other channels in partnership with our CARE team (IVR, Customer Service, Collections, Account Protection/Fraud, Disputes, Marketing and Communications, etc…)• By supporting and leading much of our new business development team, representing Digital Strategy and Experience on new opportunity feasibility and economics to assist in winning and delivering on new business objectives.• Oversee concept development, planning, testing and implementation of large initiatives and performance management of our website.• Understand our competitor landscape and have a point of view, backed by the latest research and analytics, on optimal digital and interactive solutions.• Partner and consult with marketing, product managers, operations and other stakeholders to create best-in-class digital customer touchpoints that move the ball forward.• Increase stakeholder understanding of strategies, platform capabilities and new technologies that may benefit business strategies.• Driving better customer experiences through agile working teams.• Focus in supporting as a digital expert, but equally grounded in omni-channel servicing and engagement to include IVR, and Call Center, In-Store experiences, and Marketing/Servicing Communications• Build upon the current foundation to establish a Center of Excellence for user experience and digital experience innovation focused on industry best practices, data driven decision making and the crafting of standards for best in class experiences.

• Define a set of strategies for customers and employees to develop empathy, create excitement and further engagement.• Identify where current capabilities enable experiences to Surprise and Delight in the three core pillars - Customer Celebration, Employee Engagement and Closing the Loop.• Partner with cross-functional teams to implement enhancements. These range from simple notifications (ex. Happy Birthday) to complex (Personalized and targeted follow up based on specific feedback).• Facilitate employee listening to identify areas of opportunity for improved experience and well as create a feedback loop for senior leadership to recognize employees.• Coordinate with Analytics, Technology and Operations to build out targeted Closed Loop program, ranging from automated follow ups to person-to-person feedback. Build out relevant business cases and targeting strategies to optimize person-to-person follow ups.• Plan, coordinate and execute all events related to ‘Client Obsession’ including ongoing Call Listening and Customer Feedback programs. Identify opportunities to engage leadership in ongoing ‘Client Obsession’ programming.

• Identifies data pattern & trends, and provides insights to enhance business decision-making capability in business planning, process improvement, solution assessment etc.• Recommends actions for future developments & strategic business opportunities, as well as enhancements to operational policies • Work closely with internal and external business partners in building, implementing, tracking and improving decision strategies• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency• Translate data into consumer or customer behavioral insights to drive targeting and segmentation strategies, and communicate clearly and effectively to business partners and senior leaders all findings • Continuously improve processes and strategies by exploring and evaluating new data sources, tools, and capabilities .

Finding & fixing digital issues quickly, to drive digital containment. Leverage insights to influence future design.Specializes in Alert Engine/Web Dashboard, Medallia Digital, Glassbox, and other tools within the Real-Time monitoring program (KPIs, thresholds, tuning, etc)Serves as digital experience SME for assigned areas; execute eyes on glass Real-Time Monitoring, Detection & Resolution for assigned domain responsibility. Ensures monitoring readiness for planned agile enhancements.Influences stakeholder engagement models, driving enhancements as needed. Partners closely with cords functional stakeholders, to prioritize resolution of known break/fix and design opportunitiesExecutes digital event triage/diagnostics, sizing and root cause analysis. Maintains digital event/project documentation quality via alert log, executes reporting as needed.Provide compelling recommendations that drive action through the effective use of data, customer insight analysis and presentation skills.

• Managed team’s results to ensure performance standards for productivity, quality and interaction goals are met; manage agents in pursuit of performance standards to meet overall departmental goals; i.e. NPS, AHT, Service level• Development and coaching expert utilizing side-by-sides and peer-to-peer feedback for training Ninjas • Respond to customer escalations originating utilizing autonomous decision-making as appropriate to solve difficult issues • Make smart business choices based on best practice and additional research ensuring every decision is a good business decision as well as beneficial for the client.• Being an integral part of multiple special projects such as Help Me Model, News Letter projects and Coaching to Success• Being MOD during peak times as well as being a step in manager when others are out sick/LOA• Integrating subject matter and industry expertise to provide detailed analysis of issues• Proficient in EWFM, RTA, Eclipse, Microsoft word, Microsoft Excel, AWS & Microsoft Outlook• Eclipse complaint subject matter expert and focal deep diving into reporting and handling discrimination cases • Creating knowledge management content dissecting policy and procedures to create rules all while demonstrating clear verbal and written communication skills

• Created business plans for senior leadership to ensure issues are addressed and resolved to ensure the business runs in a cost and customer service effective manner • Identified key tasks in an agile work environment for Collections, Customer Service, Fraud and CRS to find resolution for our clients• Created test plan that uncovered 190k+ in transfers due to a learning gaps and a subsequent business case to bridge knowledge gap saving operation expenses across all lines of business• Collaborated in creating training programs covering various adult learning philosophies to ensure effective training for success• Expanded Communication skills through focus group facilitations compiling pain points and driving resolutions• Aligned front-line knowledge of the agent experience to train SMEs for Know Your Customers, develop alerts and huddle notes and Hub procedure improvements in printed materials related to training and product knowledge Project Lean Accomplishments • Received global recognition for addressing risk at a company-wide level• Collaborated and networked across business functions, exercising influence across multiple teams within Citi

Serving as the human voice and personality behind the Citi brand and providing quality customer service with each and every client interaction. Educating clients regarding the value and benefits associated with Citi products and services. Being a Team Focal I have become a goto for any type of help or question on our team. Being a floor walker and mentor to many customer service representatives all while being a team player and accepting any challenges I encounter.

Fast paced retail photography. Photography, customer service, cash handling and sales. Handling any customer service issues as well as taking care of every customer I come across personally making sure that they are all having the best experience possible. Making sure everyone as a whole is hitting goals as well as our district. Managing 6+ employees in a very busy studio as well as time management.

Managing 40+ Employees as well as the ability to analysis and create solutions to assure that we are hitting goals as well as performance. Creating relationships with partners that we are contracted with as well as keeping them happy and dealing with any issues as soon as I am told about them. Having excellent customer service skills and problem solving skills at every moment .

Fast paced retail photography. Photographing children and families of all ages as well as creating connections with them and truly becoming a part of their family. Customer service becomes top priority so they leave happy and come back. Implemented a sales system company wide to continue the experience after customers have left the store. Managing 10+ employees at any given time. Managed breaks and employee payroll hours making sure we stayed under budget.

Guided tours of West Palm Beach while using my great customer service skills to teach people of all ages how to ride and operate a Segway. A minimum of 4 people were in each groups.

Worked with the crowd and performers to perform excellent customer service and keep everyone safe and secure.

Worked in the TBD department of the store, the section serviced clothing for teens and twenties within the store including being a personal shopper for customers. Cash trained. Commissioned based pay

Specialized in the women’s department of the store but was also able to work in other departments when needed or asked. Provided excellent customer service to my customers.