shannon dunn

* Managed a portfolio of several corporate client relationships to ensure satisfaction with Citi NA products and services * Appointed as second level escalation within GTS Client Delivery for assigned Premium clients * Performed daily reviews of pending cases for client base * Determined source/cause analysis of customer volumes and developed action plans to reduce and eliminate problem transactions * Managed and resolved investigations for client base that were considered out of standard * Monitored client calls to ensure Customer Service Representatives were properly handling customer inquiries * Delivered monthly scorecard and coordinated monthly review with Premium client base * Conducted weekly proactive calls to clients confirming that all inquiries and outstanding issues were being handled properly and within the established standards * Participated in on and off site client visits and provided presentations on the customer service experience

* Implement banking products for Citi’s North American receivables clients * Execute business requirement documents that detail the scope of the projects as well as client deliverables * Proactively manage the overall implementation and adhere to clients’ established timelines * Work directly with internal and external parties to ensure best business practices * Facilitate end-to-end testing with our User Acceptance Testing group * Consistently update MIS on all outstanding projects for management review * Report weekly to senior management on the status of deals that are considered at risk * Revise the Process Control Manual for lockbox implementations

* Manage multiple, highly complex projects that are multi-product and multi-regional in nature * Responsible for the end-to-end client implementation experience, facilitating a smooth transition from Sales to Implementation through to the handoff to Service/Operations/Help Desk * Primary interface to client while coordinating all internal and external project related activities * Consolidate global implementation reports and communicate to the appropriate stakeholder group increasing transparency of all ongoing projects * Successfully navigate within the organization in order to mitigate escalated issues and ensure appropriate closure * Partner with Citi Coverage and Product to identify and understand global capabilities or gaps and identify areas for process improvement and global streamlining whenever possible