Managing a team of design and development analysts that create and maintain procedures for CitiKYC execution staff.

This role is primarily focused on issue management within our Anti Money Laundering team for North American Cards operations. My team and I own issues related to technical, procedural and policy related issues.

Quality assurance for collections and recovery operations related to North American Cards.

Currently I'm a Senior Supervisor of a team of chat agents within our Digital Services division of customer service.

Manager of a team of agents handling multiple portfolios and a variety of recovery and collections processes.

I was a team lead within our Mortgage Collections group over a team of agents in both collections and a team of manager assistance agents who were the front line contacts for clients requesting to speak with a manager.

Within this group I worked a variety of positions. Majority of these roles were new to our site and department when we started them. Within the Foreign Language Unit and Private Banking group we were a group of three total agents who helped determine a strategy to contact these clients. Please see a list of roles for this position below:- Front End Collections- Foreign Language Unit Collections- Pre-Charge Off/ Late Stage Collections- Private Banking Collections