Melissa Jalil
AVP - Customer Service Sr Analyst @Citi
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WORK HISTORY
AVP - Customer Service Sr Analyst @Citi
Tampa, FL, US
Provided leadership and direction to a customer service team, ensuring seamless support for external clients. • Developed service and process improvement plans to enhance service quality for high-intensity clients. • Drove the team to achieve improved customer satisfaction scores and key performance indicators. • Collaborated cross-functionally to strengthen operational controls and streamline workflows.
EDUCATION
Universidade de Fortaleza
Bachelor's degree, Accounting and Finance
ABOUT MELISSA JALIL
Citi empowers teams to deliver exceptional client experiences by integrating operational excellence and risk mitigation into customer service frameworks. As the AVP - Customer Service Sr Analyst, the focus remains on aligning team preparedness with organizational goals to enhance service quality and compliance. With over a decade of experience in retail banking and supply chain finance, attention to detail and strategic problem-solving drive impactful results. Collaboration with cross-functional teams has optimized workflows and enabled the development of initiatives that bolster customer satisfaction while maintaining regulatory adherence.
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