Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline

Kerrie Cooper

London,ON

Summary

Dynamic Escalation Specialist at Citi Cards Canada with expertise in complaint handling and de-escalation techniques. Proven ability to coach agents and enhance inbound call management, ensuring customer satisfaction. Skilled in record preparation and active listening, effectively addressing customer needs while fostering teamwork in high-pressure environments.

Overview

22
22
years of professional experience

Work History

Escalation Specialist

Citi Cards Canada
06.2003 - Current

Handle escalations from customers when needed also am part of the Tier 2 escalation team

Perform RTA duties when my scheduled time to do so

Prepare and send faxes when needed

Coach agents when needed regarding inbound calls from clients


Education

High School Diploma -

Lord Dorchester Secondary School, Dorchester, ON
06-1983

Skills

  • Complaint handling
  • De-escalation techniques
  • Record preparation
  • Form processing
  • Complaint investigation
  • Inbound call management
  • Active listening
  • Understanding customer needs
  • Multitasking
  • Teamwork

Accomplishments

Experience with Tier 2 Escalations

RTA experience ability to monitor and manage queues to ensure that service levels and occupancy levels are met

I work well independently and in a group setting

Assist Senior Management with account look up and policy review

Received Most Valuable Player award in March 2025

I have excellent sentiment scores when servicing agents and clients

I hae excellent communication skills both verbally and written

I can effectively manage my time

Languages

English
Full Professional

Timeline

Escalation Specialist - Citi Cards Canada
06.2003 - Current
Lord Dorchester Secondary School - High School Diploma,

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Kerrie Cooper