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Courtney Laws

Courtney Laws

Global O&T Project Manager

Citi

Greater New York City Area

OBJECTIVE To obtain a position with exposure to leadership and management opportunities in order to utilize my financial management, customer service, marketing & analytical skills to contribute to the growth and development of an exceptional organization

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Citi

Global O&T Project Manager

-Managing the Always Teach Digital (ATD) training initiative as Global Program Manager for the agent component. Launched ATD in 31 markets with the focus of supporting Citi's Digital Strategy by deflecting 1.2 million customer calls by the end of 2013 (achieved September 2013)
-Supporting Global Banking initiatives in order to create a broader avenue for international clients to conduct financial transactions via channels such as cross border account opening with unique capabilities (passporting & emergency cash) so that clients will have a remarkable experience as well as creating Global Banking awareness campaigns to educate both employees and clients
-Managing the service metrics of the Global Contact Centers in 43 countries across Asia Pacific, Europe, Middle East, Africa, Latin America, Mexico & North America via the preparation, analysis, and distribution of the Global Contact Center Operational Weekly Dashboard report to ensure that contact center service level performance is meeting and surpassing goals
-Manage and conduct the biannual Global Client Survey. Ensure that the Global Contact Center meets or surpasses its internal clients’ expectations; continue to leverage the areas in which the Global Contact Center excels, improve the areas where opportunity exists, and contribute to fostering an outstanding partnership
-Managing the Global Recognition Program across all CitiPhone regions in order to highlight the top 5% performing agents and top five performing countries by creating program criteria, managing the distribution of awards, and track and report the winners; Monitor budget execution, ensuring organizational requirements are in line with yearly $15K spend plan

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