Ron Pierce
Caldwell
Summary
Assists with resolving supervisor-escalated customer inquiries related to account level information,and provides technical assistance as required. Solves moderely complex problems, time sensitive inquiries, and prioritize high-volume situations. Applies detailed knowledge of a wide range of specialized administrative/technical skils; and most of the impact is related to the accuracy of tasks performed.
Overview
11
11
years of professional experience
Work History
Escalation Specialist
Citi Bank
05.2014 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Offline Work for Mortgage Department
Citi Bank
06.2021 - 10.2021
- Assisted in the mortgage loan process by verifying employment.
- Leveraged diverse tools for successful employment confirmation.
Offline Work for COVID
Citi Bank
05.2020 - 10.2020
- Supported remediation processes for accounts under COVID assistance.
- Mitigated business and client risks by resolving enrollment issues in assistance programs.
- Successfully managed completion of 6,000 submissions out of total 27,000 in the remediation validation procedure.
Education
Bachelor Of Business Management - Business Management
Brigham Young University Idaho
Rexburg, ID12.2019
Skills
- Complaint handling
- De-escalation techniques
- Assertiveness
- Goal setting and achievement
Timeline
Offline Work for Mortgage Department
Citi Bank
06.2021 - 10.2021
Offline Work for COVID
Citi Bank
05.2020 - 10.2020
Escalation Specialist
Citi Bank
05.2014 - Current
Bachelor Of Business Management - Business Management
Brigham Young University Idaho
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