MAY 2025 —
JUN 2026
Virtual Assistant
The VA Hub · Trained Executive, Marketing, Real Estate & Insurance VA
- Managed executive email and calendars as primary point of contact for scheduling, follow-ups, calls, and client inquiries.
- Coordinated client onboarding, engagement letters, CRM updates, and confidential digital records.
- Handled light bookkeeping — invoice prep, payment monitoring, expense matching and categorization in QuickBooks Online.
- Researched property ownership using Google Maps, GIS tools, Registry of Deeds, and public records.
- Completed comprehensive training across executive assistance, digital marketing, real estate, and insurance support.
- Built proficiency in CRM platforms, lead generation, client communication, and administrative operations.
MAR 2015 —
SEP 2024
Quality Analyst
Citigroup Business Process Solutions
- Evaluated 50+ customer interactions weekly, maintaining 95% QA accuracy.
- Prepared performance reports that contributed to a 20% improvement in team metrics.
- Served as Team Point of Contact, coordinating schedules, workloads, and issue resolution.
- Supported operations during manager absences to ensure business continuity.
Previous roles at Citigroup: Retail Bank Customer Service Representative · Retention Specialist · Credit Card Customer Service Representative — delivered support to U.S. credit card and retail banking customers, improved retention through needs-based solutions, and progressed through several customer-facing roles before promotion to Quality Analyst.
MAY 2006 —
MAR 2012
Quality Specialist
SPI-Global CRM
- Conducted quality evaluations and coaching sessions, contributing to a 25% improvement in agent performance.
- Analyzed quality data in Excel and prepared reports to support coaching and process improvements.
- Collaborated with operations and training teams to raise quality standards.
Previous role: Customer Service Representative — met quality and productivity goals consistently, earning promotion to Quality Specialist.
