Unit Head - Platinum Service
American Express
Total years of experience :20 years, 7 Months
Maintaining high levels of team and individual morale through change and development
- Providing timely and continuous coaching to improve and maintain performance standards
- Driving individual, team, and department efficiency and productivity through effective call-center metrics management
- Executing quality monitoring requirements that deliver intent and customer satisfaction goals
- Effectively preparing and delivering monthly/annual performance reviews for direct reports
- Providing assistance with basic computer issues of direct reports (if leading a virtual team)
- Enabling process improvement through insight capture and delivery
- Performing timely administrative responsibilities that meet HR, regulatory, and audit standards
- Maintaining current learning requirements through timely training and team meeting execution
- Driving personal development to create growth opportunities and improve effectiveness
Handle incoming calls with the objective of fostering the value of maintaining multiple relationships with American Express from time to time.
Provide optimum Customer Service Card members by promptly and accurately responding to their questions on complex multiple inquiries especially when it comes to travel arrangements.
Evaluate account status at point of contact by analyzing information and recommending solutions to resolve the Card member’s issues.
Perform problem resolution to ensure that customer and business expectations are met within the concept of “First Contact Resolution”
Customer Service
Greet customers, build a rapport with them and thank them for their business. Process customers' bank account transactions accurately and efficiently, including deposits, withdrawals, loan payments and check cashing. Help customers find solutions to their financial needs by identifying the products and services that can meet those needs, and referring the customer to the right person in the branch. Take responsibility for resolving customer problems and concerns to the customer's satisfaction. Refer complex problems to management.
I have alsot worked as a Teller Supervisor - Manager Assistant -Quality and Control Manager in Arab National Bank
3.10 out of 5
