Open To Work
Susana Alves
Dublin,County Dublin
Work Preference
Summary
Dynamic Client Onboarding Manager at Citi with a proven track record in project management and client relationship management. Expert in reducing onboarding cycle times and enhancing customer satisfaction through effective communication and process improvement. Skilled in data analysis and stakeholder management, driving successful outcomes in complex cash management solutions.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Client Onboarding Manager
Citi
Dublin, County Dublin
12.2022 - Current
- - Coordinate onboarding of regional and global cash management solutions of all sizes and complexities
- - Continuously reduce onboarding cycle time, minimize deal slippage and revenue conversion lead time
- - Report project status and application of structured project management methodologies, ensuring project control and delivery to plan
Customer Service Manager
Citi
Dublin, Ireland
12.2013 - 12.2022
- Led customer service engagement to enhance client satisfaction and retention strategies.
- Managed escalated customer inquiries to resolve issues promptly and effectively.
- Collaborated with cross-functional teams to streamline communication and service processes.
- Implemented quality assurance measures to maintain high service standards across operations.
- Monitored performance metrics to ensure compliance with organizational standards and goals.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
Free Lance Translator
HRS Hotel Reservation Service
06.2012 - 12.2013
- Translated hotel reservation documents for diverse languages and cultures.
- Conducted cultural research to enhance translation relevance and effectiveness.
- Maintained up-to-date knowledge of language trends in the hospitality industry.
- Reviewed and edited translated materials for clarity and accuracy.
Collections Analyst
Hewlett-Packard
Dublin
12.2011 - 11.2013
- Collaborated with cross-functional teams to enhance collection processes and strategies.
- Developed reports on collection activities using internal systems for tracking performance.
- Communicated with clients regarding payment plans and overdue accounts effectively.
- Trained new team members on collection procedures and best practices.
- Maintained accurate records of communications and transactions in the database system.
- Reviewed legal documents related to past due accounts such as promissory notes or court orders.
Journalist
EsposendeRádio
02.2007 - 06.2010
- Researched current events to provide accurate and relevant information.
- Wrote and edited articles for print and online publication.
- Collaborated with the editorial team on story development and planning.
- Produced live radio segments covering breaking news and community events.
- Managed social media accounts to engage audience and promote content.
Journalist
Farol de Esposende
05.2006 - 06.2010
- Wrote and edited articles for print and online publication.
- Collaborated with the editorial team on story development and planning.
- Researched current events to provide accurate and relevant information.
- Conducted interviews with local figures for news stories and features.
- Reviewed press releases and public statements for clarity and accuracy.
- Developed strong relationships with sources to enhance reporting credibility.
Editor
Papiro Editora
10.2008 - 04.2010
- Edited manuscripts for clarity, coherence, and grammatical accuracy.
- Collaborated with authors to enhance content quality and narrative flow.
- Reviewed submissions to determine suitability for publication.
- Coordinated with design teams on layout and visual elements of publications.
- Developed style guides to maintain consistent editorial standards across projects.
- Worked closely with graphic, photo and video teams to plan and produce compelling content.
- Worked closely with publishing team members to meet deadlines.
- Managed multiple writing and editing assignments in dynamic environment within stated timelines.
Education
Digital Marketing
European Institute of Communications
Dublin01.2013
Bachelor of Arts - Media Studies
Minho University
BragaSkills
- Customer Interaction
- Project management
- Client onboarding
- Data analysis
- Risk assessment
- Customer relationship management
- Cross-functional collaboration
- Process improvement
- Effective communication
- Team leadership
- Stakeholder management
- Software implementation
- Performance tracking
- Data and trends analysis
- Negotiation skills
- Analytical thinking
- Onboarding, training, and development
- Compliance
- Regulatory compliance
- Project Metrics
- Client Presentation
Certification
Foundations: Data, Data, Everywhere.
Languages
English (Full Professional), Portuguese (Native or Bilingual), Spanish (Elementary)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Onboarding Manager
Citi
12.2022 - Current
Customer Service Manager
Citi
12.2013 - 12.2022
Free Lance Translator
HRS Hotel Reservation Service
06.2012 - 12.2013
Collections Analyst
Hewlett-Packard
12.2011 - 11.2013
Editor
Papiro Editora
10.2008 - 04.2010
Journalist
EsposendeRádio
02.2007 - 06.2010
Journalist
Farol de Esposende
05.2006 - 06.2010
Digital Marketing
European Institute of Communications
Bachelor of Arts - Media Studies
Minho University