Tamika Russell
Portsmouth
Summary
Dynamic Travel CSR at Citibank with a proven track record in complaint handling and customer focus. Expert in resolving inquiries with empathy while maintaining meticulous records. Strong relationship-building skills complemented by critical thinking abilities, ensuring customer satisfaction and loyalty. Committed to delivering exceptional service and enhancing the customer experience.
Overview
25
25
years of professional experience
Work History
Senior Travel CSR
Citibank
Norfolk
10.2010 - Current
- Directed global operations in financial services for consumer and commercial card programs.
- Responsible for service delivery and account management for GSA Smart Pay 2 DOD accounts.
- Handled inbound call volume efficiently for Corporate and Government travel card members.
- Facilitated account activation, balance inquiries, and payment processing for cardholders.
- Ensured adherence to Service Level agreements and compliance with corporate governance standards.
- Executed cash/credit limit increases and managed demographic profile updates.
- Implemented quality assurance measures to enhance service delivery effectiveness.
Senior Customer Service Associate
Bank of America
10.2009 - 10.2010
- Company Overview: Contributed to a multinational corporation focused on improving financial lives through connections.
- Managed billing disputes by educating customers on Visa/MasterCard regulations.
- Reviewed and maintained customer accounts to ensure accuracy and compliance.
- Sold financial products tailored to customer needs, enhancing satisfaction.
- Established new accounts to generate revenue and expand customer base.
- Collaborated with partnering departments to achieve effective resolutions.
- Contributed to a multinational corporation focused on improving financial lives through connections.
Senior Customer Service Representative
Household Finance/ HSBC
Chesapeake
09.2000 - 01.2010
- Resolved potential billing disputes while educating customers on Visa and MasterCard regulations.
- Verified customer charges to ensure accuracy in transaction postings.
- Responded to customer inquiries promptly while promoting financial products.
- Assisted merchants in authorizing and reversing purchases to uphold service standards.
- Collaborated with departments to ensure timely issue resolution.
Education
Certificate Of Completion - Adult And Pediatric First Aid/CPR/AED
American Red Cross
Virginia 09.2025 - 09.2025
Certificate - Phlebotomy
Northwest Phlebotomy School
Virginia 09.2025 - 09/2025
Associate of Science - Business / Law
Tidewater Community College
Portsmouth, VASkills
- Customer focus
- Complaint handling
- Critical thinking
- Relationship building
- Recordkeeping strengths
- Active listening
- Service delivery
- Problem solving
- Attention to detail
- Time management
Timeline
Certificate Of Completion - Adult And Pediatric First Aid/CPR/AED
American Red Cross
09.2025 - 09.2025
Certificate - Phlebotomy
Northwest Phlebotomy School
09.2025 - 09/2025
Senior Travel CSR
Citibank
10.2010 - Current
Senior Customer Service Associate
Bank of America
10.2009 - 10.2010
Senior Customer Service Representative
Household Finance/ HSBC
09.2000 - 01.2010
Associate of Science - Business / Law
Tidewater Community College