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Customer Service Account Manager

Hollywood, Florida, United States
October 04, 2016

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**** ** *** **

Fort Lauderdale, FL 33301

Phone: 954-***-****


To obtain an employment opportunity with a dynamic organization that places a premium on excellence and customer loyalty. My desired goal is to maximize my customer service and sales experience that will be consistent with generating profit and growth for a suitable company.

Ability Summary

Possess strong negotiation and communication skills. The ability to identify, address and resolve customer issues at one point of contact and reducing time and cost to impacted business units. Generating resolution correspondence and providing customer with options that are within business margins. The ability to perform and meet objectives under a stringent timelines and during large input volumes. To deliver resolutions which meet or exceed customer satisfaction and that are within business guidelines.

Employment History

Account Manager

01/2007 - 01/2013

American Express

777 American Expressway, Fort Lauderdale, FL

Responsible for the retention of high value customer and providing a variety of customized loyalty incentives to re-engage customer spend. Reviewing, identifying and documenting customer complaints and performing the necessary research with other business units to clarify and resolve the issues. Keeping statistical records and call data on a variety of card products and relating this information monthly to stakeholders and marketing managers. Ensuring that promotional bonuses were fulfilled in accordance to the terms and conditions of the acquisition. Collaborating with a variety of co-branded travel and lodging partners to validate specific offers targeted to different marketing segments. Assisting with escalation calls requiring supervisor intervention and chronicling these in a compliance or marketing database.

Pre-Arbitration/Dispute Resolution Specialist

04/1995 - 01/2007

American Express

777 American Expressway, Fort Lauderdale, FL

This department included multiple functions and industries i.e., airlines, travel & transportation, lodging, car rental, dining, retail, goods and services. I was individually trained and certified to serve and perform in all of the referenced industries. Primary responsibly were handling high dollar billing inquiries and brokering resolution between American Express cardholders and merchants. Evaluating and identifying business risk and exposure prior to any further/subsequent action i.e., third party arbitration and or civil filings. Thoroughly reviewing all pertinent documents provided by customer and merchant relating to a billing discrepancy and/or inquiry. Networking with a variety of cross-functional units including internal legal departments to assess risk and liability. Thoroughly review contractual agreements and understanding the obligations of the binding parties. Coordinating the return of retail goods to merchant parties and resolving any discrepancies associated with the condition and value of such goods. Writing detailed resolution correspondence within FCBA (Fair Credit Billing Act) time-frames and documenting the same to comply with bank audits.

Contractor-Language Translator

04/1993 - 04/1995


100 W Cyprus Creek RD, Fort Lauderdale, FL

As an AT&T contractor for World Plus communications services a trademark of AT&T my primary responsibility was customer service language assistance in French. Accessing the AT&T WINGS platform to document technical and billings issues associated with subscribers utilizing the AT&T® WP site. Completing fulfillment of materials to include dial tone generators for host countries with incompatible dial tone systems. Processing application for new customers and following-up on white pages for potential acquisition of new business clients.

Education and Training

Issuing Institution



Course of Study

Kansas City College

Kansas, KS

Associate's Degree

Horticulture Management

Occupational Licenses & Certificates

Certification Title

Issuing Organization

Completion Date

Honors & Activities

Six Sigma: Green Belt: Identifying and eliminating defects in workflow processes

FCBA (Fair Credit Billing Act) Certification: American Express Certification

Additional Information

Some other areas of competency include automotive servicing knowledge and placing and finishing concrete. Familiar with the use of power/ air tools along with OSHA methods. Good technical writing skills and understanding of the financial services industry.

Detailed References

Jonathan Bellingar

American Express

777 American Expressway

Fort Lauderdale, FL 33337


Business reference known for 15 year(s).

Rosanne Hartman, Director Customer Service

American Express

777 American Expressway

Fort Lauderdale, FL 33337


Supervisor reference known for 10 year(s).

David Haas

Independent Distributor

Bimbo Bakery


Personal and business reference known for 30 year(s).

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