Customer Experience Service
Resume:
Garren Tibbs
Summary
With over ** years of leadership experience, I have honed my skills in directing com- plex projects, developing innovative strategies, and leading teams to achieve operational excellence. My expertise in service development, operational assessments, and strategic transformations has consistently delivered tangible results. I am adept at leveraging data for decision-making and fostering a culture of accountability and continuous improve- ment.
Experience
Manager- Servicing Strategy and Transformation 2019-Present American Express
•• Led the development and implementation of innovative treatment strategies, resulting in significant revenue impact and enhanced customer experience.
• Collaborated with Consumer Marketing to optimize product offer and eligibility strate- gies, leveraging data for forecasting and performance improvement.
• Established effective partnerships across Marketing and Operations, driving strategic ini- tiatives and ensuring alignment with business goals. Team Leader OPEN/SBS 2013-2019
American Express
•• Coached and developed team members to excel in customer service, contributing to op- erational efficiency and meeting shareholder expectations.
• Implemented employee engagement strategies, fostering a motivated and high-performing team environment.
• Served as a role model for leadership competencies, behaviors, and values, building lasting relationships with team members and colleagues.
Optimized Customer Care Professional 2010-2013
American Express
•• Provided consultative sales and support to small business owners, meeting sales perfor- mance and quality targets.
• Promoted a sales environment that ensured total customer satisfaction across all depart- ments and branches.
• Fostered a culture of continuous improvement, enhancing service levels and customer experience.
Education
Electronics Computer Technology 1998-2000
Glendale Community College
Air Conditioning Technology 1993-1994
Universal Technical Institute
Technical Help Desk, Information Technology Industry Knowledge 2003-2003 Brainbench
Skills and Accomplishments
•• Skilled in revenue cycle management activities including charge processing, payment post- ing, and AR management.
• Experience in healthcare industry client service and operational efficiency improvements.
• Proficient in PM system functionality and optimization, including experience with denial management systems.
• Demonstrated leadership in revenue cycle improvement initiatives, focusing on enhancing revenue and practice efficiencies.
• Expertise in conflict management, fostering a culture of accountability and collaborative problem-solving.
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