Customer Experience Book Travel

Catherine Markson

· Cell 954-***-**** · ad22mu@r.postjobfree.com

SUMMARY

A reliable and dedicated professional with a wide array of expertise including office management, event planning, scheduling, travel arrangements, marketing, training, and retail buying. Uses technology skills and attention to detail to enhance the customer experience. Adapts well to change and taking on responsibilities. Communicates effectively with people at all levels and enjoys working collaboratively to serve customer and our shareholders’ interests. A team player who brings an enthusiastic and people-oriented approach to achieving goals.

EXPERIENCE

AMERICAN EXPRESS

Sunrise, Florida

TLS- Centurion Membership Manager 2005 – Present

Consult with Centurion card members to understand their needs and tailor unique solutions for each customer,

Servicing our Centurion Card Members with payments, account balances, replacing their cards, advising APR’s overall assuring all of their Card Servicing needs are fulfilled.

Have conquered the customer experience; have built rapport with our customers both external and internal, by taking ownership to resolve customer issues. Top 10% in Overall Customer Satisfaction score average 90% in 2020

Continuously improving my communication skills assuring all steps are taken to protect both merchants and our card members

Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution

Meet performance goals and include, but not limited to, customer first call resolution and our Call Handle time as well as compliance regulations and productivity targets

Expertise

Travel arrangements for Centurion card members

Air, Car Rental, Hotels and Private transportation

Very Detailed oriented

Ability to work independently with minimal supervision

Exceptional customer service skills with proven results

Have the ability to maintain composure under pressure

Embrace change

COMPUTER SKILLS

Microsoft Word, Excel, PowerPoint, Outlook

Encore, ENCORE, Sabre, GSP, Darwin, Workforce and IEX

REFERENCES

Upon Request

Contact this candidate