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