– Responsible for process overiew from end-to-end– Supervise all activities and services provided to customers– Review the content, style, and presentation of each article and also ensure that web page content is maintained to the highest quality standards– Manage social media accounts and implement digital marketing strategies

- Responsible for the type of content produced- Supervise all aspects of writing and layout- Review the content, style, and presentation of each article and also ensure that web page content is maintained to the highest quality standards

– Plan the daily volume and distribute processes to team members ensuring maximum performance, quality and productivity.– Customer Service Escalation Supervisor / point of contact in order to resolve problems– Proactively address and overcome any obstacles delaying the daily process.– Ensure maintenance of system parameters as per the business requests.– Project/UAT coordination and analysis of new system enhancements.– Undertake overall planning of the implementation from project definition to task allocation.– Ensure daily operational responsibilities are completed, staff workflow is optimal and workloads are balanced.– Work together with other Managers to address escalation & strategic issues.– Identify process/system/product enhancements.– Ensure procedures followed, communicated and updated.– Review requirements and lead projects related to Collections system changes based on Bank’s Collections strategy.

– Support in developing more effective and productive procedures.– Initiate appropriate activities to ensure timely and complete response to clients covering all their needs and requirements.– Interact with management to streamline processes and to ensure prompt claim resolution.– Daily analysis, reporting and follow up of production issues.– Participation in weekly conference calls for projects and production issues.– Responsible for Visa/MC cases’ resolution at high level (Pre-arbitration).– Attend gold/platinum customers and merchants acting as a point of contact. – Interview, evaluate and train new candidates on the job.– Process and Resolution of clients’ disputes for fraud and non fraud cases.– Work with all departments to cover clients’ needs and requirements.– Coordinate business’ migrations, provide training as well as post migration support and act as Relationship manager for team in India.– Assist all departments to deepen relationships with the existing clients.– Fully research and accurately report issues to ensure timely issue resolution.– Work with operational and customer support managers to resolve operations issues and support local requirements.– Manage external and internal resources to meet SLA.– Day-to-day problem resolution with a single point of contact at the customer, especially for gold/platinum clients and big merchants.– Coordinate with different Citigroup departments to ensure service excellence including regular calls/meetings acting as a point of escalation.

– Content writing on a frequent basis – Contact designers and architects in order to have their work published on Yatzer– Review the content, style, and presentation of each article

– Give Travel & Tourism Management & Marketing courses to a class of 25 students. – Coordinator and point of contact between the companies and the candidates.

– Account management and business development.– Strategy planification and Market analysis in order to identify the client needs.– Establish and develop commercial relationships within a defined portfolio. – Offer clients product that meet their specific needs.– Deliver a superior customer experience.

Manage customers ensuring service excellence