1. Shamekia L. Wiggins
3516 Diane Drive
Mesquite, TX 75180
Phone: 214 263 7732
swgodfaith@aol.com
CAREER SUMMARY
A highly motivate individual with over 16 years in the financial industry, works under limited supervision,
maintains levels of confidence. Utilize my Customer Service skills, researching and resolving client accounts.
Resolves client delinquency to supporting a team of Representatives responsible for collecting on accounts to
monitoring and reporting team goals to achieve team and department objectives.
.
KEY SKILLS
 Leadership and People Management
 Detailed-Oriented
 Ability to Multi-task
 Strong oral and written communication skills
 Decision Making
 Problem Solving
 Interpersonal Skills
 Self-Motivated
 Works with integrity
 Team Building/Coaching
 Ability to obtain/comprehend information quickly
PROFESSIONAL EXPERIENCE
Citigroup, Irving TX
A leading global financial services Corporation, servicing some 200 million customers and doing business in
more than 100 countries, providing consumers, businesses, governments and institutions with a broad range
of financial products and services.
Business Analyst 2 – Executive Office of Customer Care September 2015 – Current
 Conduct timely testing of complaints handled by EOCC members to confirm that they are compliant
according to state, regulatory and company requirements.
 Conduct timely testing of Credit Bureau items to confirm if CB unit is processing CB disputes
according to all necessary requirements and staying within compliance.
 Communicate to management and Sr. Management findings and over all testing results to help them
address trends, changes or items that present a risk to the company.
 Coordinate and facilitate all responsibility for Continuity of Business, EOCC and Credit Bureau teams.
 Communicate effectively and efficiently to all levels within the organization including customers.
 Generate a monthly report for senior level managers to review on a monthly basis.
 Handle high profile complaints and ensuring that cases are closed by the deadline.
 Oversee representatives accountable for approximately 200 or more cases on a monthly basis.
 Generate and monitor reports for senior level managers and attorneys.
 Maintain a comprehensive and up-to–date list of representatives in service que.
 Demonstrates excellent time management expertise in coordinating all materials for Onemain
Financial CARE Unit, compliance meetings, training new staff, case reviews and team meetings.
 Review and approved correspondences before being escalated to legal.

2.  Followed-up, document, and reviewed Quality of Care cases (QOC's) for CARE Department for
efficiency.
 Perform various other job duties as needed such as, making contact with clients to diffuse issues
and/or concerns, ensuring representatives are kept abreast of job assignments, data entry and other
job duties assigned.
Operations Assistance – Network Personal Loans April 2012 – August 2015
Assisting a team of 10-25 representatives with collection calls, operational support, coaching, and generating
performance reports.
 Supervise representatives accountable for approximately 150 accounts on a monthly basis, conducting
talk offs for account resolution, providing follow up on program offers and recommending qualifying
payments to clear the delinquency on past due accounts.
 Review compliance and quality calls and provide coaching as needed to increase success rates on
passing calls in according with guidelines.
 Generate and distribute productivity reports to the team to provide status on key performance metrics.
 Act as liaison for operational issues and escalate calls for resolution.
 Assist the Unit Manager as needed with branch account inquiries, populating and reviewing monthly
scorecards, screening time cards for approval, and conducting team huddles and meetings.
 Create desk drops for operational changes and roll out to the team to for implementation on the latest
procedures and processes.
 Provide coaching to elevate performers to the next level to achieve daily and monthly goals on a
satisfactory level.
 Develop, implement and monitor monthly contests to incent Representatives to meet individual and team
goals.
Collections Representative (Auto, Citi Capital, Personal Loans) August 2003 – April 2012
 Worked an account list on a monthly basis utilizing an outbound dialer to make contact with customers to
negotiate payment arrangements to clear delinquency on accounts to meet key performance indicators on
individual and team goals.
 Maintained a database to track client delinquency and update account history for current account status.
 Assisted Managers and Team Leads to monitor and distribute productivity reports to the teams to keep
Representatives abreast of their performance against team goals.
Customer Service Specialist (Auto) August 2000 – August 2003
 Handled incoming calls according to department metrics to meet call handling time requirements while
providing stellar customer service.
 Utilized a client database to document and track customer account status information.
 Received, identified, researched and recommended customer account solutions pertaining to inquiries and
complaints for resolution.

3. EDUCATION
Executive Master of Business Administration Texas Woman’s University, Denton, TX – 5/2016
Bachelor of Science: Therapeutic Recreation Grambling State University, Grambling, 5/2000
PROFESSIONAL DEVELOPMENT
 Leading A Team Training Course, 2015
 Managing at Citi, 2015
 Becoming a Manager Training Course, 2014
 Change Training-Manager Promise Card-Manager Collections, 2012
 Global Records Management, 2012
 Ultimate Secrets of Citi Service Leadership Training, 2009