Shellveena Massey

CITI ONE (NA)

• Build Business Process Maps for U.S customers.
• Promoted to Quality Team to audit the maps.
• Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.
• Used process mapping to holistically assess business processes and determine opportunities for improvement.

• Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
• Utilized advanced query optimization techniques to enhance database performance.

CITIBANK SKIP & COLLECTION (NA)

• Trained new employees on collection strategies and performance matrix.
• Managed daily posting of payments to customer accounts.
• Developed and improved procedures for collection of past due amount.
• Researched, evaluated and resolved discrepancies and customer concerns.
• Promoted to CMIS Team for auditing accounts.

• Worked as Sr.Technical Expert for Inbound process in handling software issues for U.S customers.
• Job Profile also included upselling software technical plans and antivirus software’s.
• Installed and performed minor repairs to hardware, software or peripheral equipment.
• Set up equipment for employee use, performing or properly installing cables, operating systems or software.

• Worked as Sr. Technical Expert for inbound process in handling software and hardware issues for U.S customers.
• Promoted to compliance auditing team.
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• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Installed and performed minor repairs to hardware, software or peripheral equipment.
• Developed training materials and procedures or trained users in proper use of hardware or software.

• Worked as a Senior Executive handling VERIZON billing (USA broad band services) in an inbound set-up.
• Solving customer queries regarding customer’s interest bill payments and coordinating with technical team to resolve the technical issues faced by Verizon broadband users leading in customer satisfaction.
• Promoted as SME for assisting new hires.