Customer Service Quality

623-***-**** (H)

(602-***-**** (C)

**** * ******* ** ****** AZ 85382

Phoenix AZ 85027

Debbie Drigants

Experience

August 2001-August 2015 American Express Phoenix AZ Business Unit Security Administer WS Servicing Capabilities

Support American Express Information Protection policies and standards, while working within the matrices of transactions-by-job created by the business to ensure appropriate access to information assets.

Acts as consultant to business for system access problems. Primary focus on developing solutions to ensure the effectiveness and quality of the team’s support to customers.

Worked with customers to troubleshoot problems so that the IDs were working properly in real time situations.

Responsible for granting access to mainframe and web based systems such as RACF, IMS, CAS, Triumph, Global Limits, OMT. MS3, NICE call recording.

Worked on Quality process for BUSA team and helped support SOX testing.

May 1994-Aug-2001 American Express Phoenix AZ Quality Analyst TSNT – Network Strategy

Supported and backed up Call recording.

Produced and published the Health of the Franchisee (HOF) and the Health of Phoenix (HOP) and the Attrition Report,

Complied the results for the ECSA survey and the Interim surveys.

May 1992 – May 1994 American Express Service Performance Analyst TSNT-Network Strategy

Performed Quality checks by checking letters and monitoring phone calls.

Trained people to do their own quality checking.

Performed ad-hoc root-cause analysis of HoC citings, Sign and Travel adjustments, Adverse Action rejects, and Credit Bureau Reporting issues to resolve operational errors.

April 1987 – May 1992 American Express

Sr. Bill Adjustor, and Correspondence Rep Cardmember Services

Worked customer service cases, including front and back end by charging back Merchants and Cardmembers, worked under FCBA laws.

QC’d work as Sr. Bill Adjustor, and helped new reps with workflows.

June 1984 – April 1987 American Express

Relay and Authorizer, Authorization

Approved and declined charges, checking for Fraud and credit worthiness, pulled Credit Bureau reports.

Education

Lake Michigan College AA 1979

Attributes

Proven trouble shooting skills with problems in BUSA controlled AMEX systems

Very Strong Relationship skills

Possess a high level of integrity and trust

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