Dedicated Support: Our CAS Managers Are on Your Team

Based in Jacksonville, Florida, our Client Account Services (CAS) Managers provide the day-to-day, primary support for our GSA clients, and are the single point of contact for APCs. In providing dedicated support, our CAS Managers develop a deeper understanding of our clients’ strategic and daily concerns, and can deliver a more personalized and effective level of service.

Some of our CAS Managers will be on hand in Phoenix to provide support, answer questions and listen to your feedback on Citi’s card programs, customer service quality and program tools. CAS Managers will be available at the 2009 Conference in the Citi Welcome Center, the Citi Technical Center or in scheduled training sessions. We look forward to meeting with you!

Don Altman has been a CAS Manager for the past year. He came to CAS after gaining valuable experience in Commercial Services with our Customer Service Department. Don brings a wide range of experience from his former military career and performance in multiple customer service roles prior to joining Citi.
Tammatha Campbell has been a CAS Manager for one year, and with Citi for eight years. Tammatha brings several years of solid customer service experience to her CAS role. She previously worked as a Customer Service Representative for five years, and in Commercial Cards Collections for one year.
Dan Deal has been with Citi for 12 years, and has experience in customer service, fraud, staffing and workforce management. With Commercial Cards for four years, Dan started as a Senior Service Representative before moving into an Associate CAS position. Dan has now been a government and public sector CAS Manager for nearly two years.
Ken Fudge is a senior-level CAS Manager and has been serving clients for nine years. He has received several awards and commendations from clients and internal partners. Ken has been with Citi for 19 years, previously working in our Consumer Cards business supporting the recovery and dispute departments.
Rosiland Jones is our newest CAS Manager. She has been with the CAS team since February 2008; and in January 2009, she celebrated her 16th anniversary with Citi. Rosiland brings a wealth of knowledge of the credit card industry to her new CAS role.
Shadara Reed has been a CAS Manager for four years, and has been with Citi nearly 16 years, including two years with Collections and four years with Fraud Management. Shadara has been commended on her Customer Service performance on numerous occasions.
Michael Wilson joined the Citi team in 2003. He worked in Consumer Card Customer Service for two years before moving to Commercial Cards Customer Service and gaining two more years’ experience. Michael accepted a position in CAS in 2007 as a CAS Associate, and was promoted to CAS Manager one year later.
Kaylen Woodard joined CAS in 2004 as a member of the Corporate Team, and later moved to the Government to help support and manage one of our major Purchasing Card Programs. As a member of the Quality Improvement Team, she helped implement the new program. Kaylen has been with Citi since 1995.

CITI ANNOUNCES A NEW QUALITY INCENTIVE AWARD

The Jacksonville, Florida, Customer Service department has implemented a new quality incentive award. Called the Balance Award, it recognizes Customer Service Representatives who meet department quality goals by providing customers with accurate information in a timely manner the first time they call.

CUSTOMER SERVICE ALERT: NEW, DEDICATED TOLL-FREE NUMBER

Citi announces a new customer service enhancement for Client Account Services VRU, for A/OPCs. To reach a CAS Manager, please use the new, dedicated toll-free number: 888-836-5011



NEED TO CONTACT CITI
CUSTOMER SERVICE?

Agency/APC Service:
CAS Managers are available
Monday - Saturday,
7:00 am - 9:00 pm EST

Toll-free: 1-866-836-5011
Collect: 0-904-954-7850

Cardholders:
Customer service is available
24/7/365

Toll-free: 1-800-790-7206
Collect: 0-904-954-7850