https://www.kicharter.org/

3rd Project: Financial Services Group | Client Online Services and Card Services AgentWorking with a multinational investment bank in providing assistance to US based clients and some international clients, by offering external and internal support regarding; online banking access, enrollment, navigation, and card related inquiries, through inbound phone calls from clients and branches, and internal email inquiries.Resolve client and branch inquiries thoroughly with a superior customer-centric focus, using exceptional verbal communication skills, process knowledge, and easy to understand troubleshooting guidance. Utilized troubleshooting skills to assist clients with access, navigation, account overview, and technical issues, for our online services banking tool and mobile app. Maintain efficient case logging while on client and branch calls, and creating detailed escalations for any next level reviews that are necessary depending on the business process.Maintain strong personal organizational skills, attention to detail, and follow-up skills, while adhering to a strict daily schedule. Mentoring other service group colleagues, both in and outside our team, using process knowledge in order to meet the desired resolutions.Handpicked, by the client of Cognizant, to participate in additional duties; Bug feedback and troubleshooting for an internal tool, beta testing for a new tool, and review newly created documents to assist service group.

1st and 2nd Project: Meta Pro Team | Concierge Support Agent and Gatekeeper AdminWorked with a global social media organization in providing assistance to a wide range of clients and partners with Tier 1.5 support, by offering external and internal support regarding; operational, financial, and technical inquiries, through active chat and ongoing email cases.Balanced a personal workload of daily service and support of external customers, while communicating with internal account management representatives, cross-functional teams, and engineers, to discover ways to manage and solve various customer support inquiries.As a gatekeeper and point of contact; Provided agents with guidance for incoming support inquiries by using a knowledge of workflows and tools, to advise and demonstrate ways to best maneuver towards desirable and timely resolutions for our clients and partners.Worked with team leaders, subject-matter experts, and other gatekeepers in order to maintain and manage the project by; Monitoring daily agent queues, workload, and performance, in order to maintain a functional and balanced workplace, all while improving the team's over all metrics. Tasked by team leads to complete additional duties as necessary, such as backlog case management for the whole team, pulling daily reports of the entire team's backlog for leadership review, create daily trackers of the most urgent work for the team to action on, monitor specific areas of daily workflows in order to find areas to improve process and metrics.As one of the team’s top performers; Meeting client’s needs by providing them with excellent support using high levels of empathy, communication, and problem-solving, and technical skills. Contributed additional support to the team’s project, by clocking the most overtime during 2021. Maintained a 97%+ average in 2021, and 99%+ average in 2022, for all key performance metrics and service level agreements, in an ever-changing work environment.

Assisted in managing a major store relocation of inventory and equipment, in order to prepare for the opening of a new flagship storefront.Tasked with keyholder duties by; opening or closing the store, handling register and safe setup or breakdown, taking daily customer service calls, and providing personal assistance to customers as the acting shift-manager.Supported team members by; unloading weekly freight deliveries, organizing incoming product, and prepping merchandise for store display.

Short-term contract work, helping residents access information and resources for reemployment assistance with Florida's Department of Employment Opportunities, during the COVID-19 pandemic and nationwide lockdown.Provided residents with a variety of support by; assisting with account operations, processing access requests, application navigation and review, as well as answering informational based inquiries in order to provide in-depth reemployment guidance.