Tina Shell
Managing Director, Head of Client Services Operations, NA Retail Bank and Mortgage
Managing Director, Mortgage Servicing Customer Operations
Columbus, Ohio Area
Section title
Tina Shell's Email Addresses & Phone Numbers
About Tina Shell
Managing Director, Head of Client Services Operations, NA Retail Bank and Mortgage @ Citi Responsible for delivering a remarkable Client experience, vision and strategy; leading a Multi Channel Client Contact organization through integration and optimization driving Organizational effectiveness and Operational efficiencies. Oversee expense budget of $165MM and cross sell revenue $10MM. Operations span across seven domestic and...
Managing Director, Head of Client Services Operations, NA Retail Bank and Mortgage @ Citi Responsible for delivering a remarkable Client experience, vision and strategy; leading a Multi Channel Client Contact organization through integration and optimization driving Organizational effectiveness and Operational efficiencies. Oversee expense budget of $165MM and cross sell revenue $10MM. Operations span across seven domestic and nine offshore sites with leadership oversight of 3500 employees. Oversee Digital Contact Center Strategy for North America Contact Center Operations. Florence, KentuckySr Director Operations @ Ascend One From 1999 to 2001 (2 years) Site Director @ First USA From January 1997 to 1999 (2 years) Austin, Texas AreaDirector, Operations @ SPS Payment Systems From 1993 to 1996 (3 years) Johnson City, Tennessee AreaManaging Director, Head of Mortgage Customer Operations @ JPMorgan Chase & Co. Columbus, OhioManaging Director, Head of NA Branded Cards Customer Service Operations @ Citi Responsible for all Branded Cards Contact Center Customer Service and Sales Operations; six Domestic and six Offshore sites leading 4500 employees. Managed Operating Budget of $255MM and drove cross sell revenue generation of $350MM annually. To drive operational efficiencies successfully increased offshore servicing from 20% to 50% while increasing client experience through roll out of best in class NPS Roadmap. Aggressively grew Digital servicing with roll out of Chat and Social Media servicing and redesign of IVR functionality driving 73% containment. Florence, KentuckySr Director, NA Branded Cards Business and Shared Services Operations @ Citi Provided Administrative Oversight and led Project Management Office and Business Analysis for the Head NA Branded Cards Head of Operations. Led a team of 200 employees and was single point of contact for all Operational impacts related to Marketing/Price Management, Legal, and Product development including UDAAP, CARD Act and Change in Term initiatives. Provided leadership to Project Management team of 100 employees that developed and implemented Operations Readiness plans for all changes that impacted Cards Operations. From September 2005 to 2010 (5 years) Florence, KentuckyRegional Director Cards Customer Service Operations @ Citi Responsible for Customer Service Operations of 3000 employees in three Domestic locations with initial transition of Offshore servicing. Successful execution of key initiatives in workforce management discipline, customer satisfaction. employee culture and process improvement. From 2003 to 2005 (2 years) Florence, KentuckyDirector, Customer Service Operations @ Citi Led growth of Site Customer Service Operations from 200 to 1000 employees; defined and executed on strategy for Organization growth, leadership development, and implementation of new cross sell revenue generation strategy. From 2001 to 2003 (2 years) Florence, KentuckySr Director Operations @ Ascend One Led multi site Originations and Customer Service Operations. From 1999 to 2001 (2 years) Columbia, Maryland
Tina Shell’s Personal Email Address, Business Email, and Phone Number
are curated by ContactOut on this page.Tina Shell's Work Experience
Citi
Managing Director, Head of Client Services Operations, NA Retail Bank and Mortgage
Florence, Kentucky
Ascend One
Sr Director Operations
1999 to 2001
First USA
Site Director
January 1997 to 1999
Austin, Texas Area
SPS Payment Systems
Director, Operations
1993 to 1996
Johnson City, Tennessee Area
JPMorgan Chase & Co.
Managing Director, Head of Mortgage Customer Operations
Columbus, Ohio
Citi
Managing Director, Head of NA Branded Cards Customer Service Operations
Florence, Kentucky
Citi
Sr Director, NA Branded Cards Business and Shared Services Operations
September 2005 to 2010
Florence, Kentucky
Citi
Regional Director Cards Customer Service Operations
2003 to 2005
Florence, Kentucky
Citi
Director, Customer Service Operations
2001 to 2003
Florence, Kentucky
Ascend One
Sr Director Operations
1999 to 2001
Columbia, Maryland
About Tina Shell's Current Company
CitiResponsible for delivering a remarkable Client experience, vision and strategy; leading a Multi Channel Client Contact organization through integration and optimization driving Organizational effectiveness and Operational efficiencies. Oversee expense budget of $165MM and cross sell revenue $10MM. Operations span across seven domestic and nine offshore sites with leadership oversight of 3500 employees. Oversee Digital Contact Center Strategy... Responsible for delivering a remarkable Client experience, vision and strategy; leading a Multi Channel Client Contact organization through integration and optimization driving Organizational effectiveness and Operational efficiencies. Oversee expense budget of $165MM and cross sell revenue $10MM. Operations span across seven domestic and nine offshore sites with leadership oversight of 3500 employees. Oversee Digital Contact Center Strategy for North America Contact Center Operations.
Frequently Asked Questions about Tina Shell
What company does Tina Shell work for?
Tina Shell works for Citi
What is Tina Shell's role at Citi?
Tina Shell is Managing Director, Head of Client Services Operations, NA Retail Bank and Mortgage
What is Tina Shell's personal email address?
Tina Shell's personal email address is t****[email protected]
What is Tina Shell's business email address?
Tina Shell's business email addresses are not available
What is Tina Shell's Phone Number?
Tina Shell's phone (216) ***-*361
What industry does Tina Shell work in?
Tina Shell works in the Financial Services industry.
Who are Tina Shell's colleagues?
Tina Shell's colleagues are Jennifer Hagen, Michael Becker, Sri Adatrao, Ramesh Surapaneni, Andre Sofian, Sirisha Voruganti, Dhruv Bhandari, Aditi Chandra, DINESH LANKEPILLEWAR, and Eli Nolan
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