Customer Care working at American Express
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I have over six years experience working within American Express, A well trusted and revered financial institution and my day to day work would include taking phone calls from card members in relation to queries with their card products, Financials, Charge cards, General queries and anything American express related. I have built a strong first class customer first mindset that I believe shines every day and gives the people I talk to confidence that they can finish the call feeling fulfilled in their request but also receiving service they will tell their friends and family about therefore keeping the brands reputation as first class.
I have a analytical, Caring, Attentive and first time resolution mindset which enables me to be caring and intuitive when it comes to queries but also allows me to fix the heart of the issue within a impeccable timeframe ensuring I am top of my team/department in regards to Call Handling time and Customer Satisfaction Rate.
I have also coached and managed teams during my time at American express so they can feel confident that they are delivering the service that Amex customers come to expect. I love to teach and guide others and feel fulfilled my self when I know I have helped another colleague to be the best they can be.
In my spare time I am a huge car enthusiast, PC Gamer and Youtuber (Which allows me to be analytical out of hours) Currently attempting to learn the piano but have a long way to go!
With over six years within CEN I can proudly say I have learnt so much about the customer journey and experience as well as delivering exceptional Customer First service that American Express is known for. The attitude of putting ones needs and understanding first but not being afraid to challenge a misunderstanding/ill informed idea comes naturally to me due to being in a customer facing front line role. Providing first class service to each and every card member that comes through to me has been a trademark that I have been proud to show over my six year journey within CEN.
I feel the Customer first ethic and knowing that challenging certain ideas/opinions that a card member may have portrays the correct unwavering message that can be converted to this role. I believe it also sets a strong bulwark for any role within a corporation.
I believe the skills I have learned over my tenure in the Customer Engagement Network can be perfectly translated to any role and I am excited to diversify and learn about a new side of the business in which I have not previously been able to experience. Being hands on and customer first approach allows me to build a rapport and trust that should be expected and down to me to implement. Speaking with people I have not spoken to before and building that relationship up, the end of the call should never leave the person thinking did I get the most out of that conversation?
But rather fulfilled and a service that they would be happy to recommend to other potential clients, Businesses and customers. so that we can acquire more growth and continue to show why our service is the best in the world. I feel that being able to bring my relationship building experience into this role is highly desirable as unlike card members who I am unlikely to speak to again but know the rapport is there, building the relationship with leaders and our colleagues in the same way but being able to continue that relationship and build on the trust and understanding day to day is something I would love to be a part of.
As a front-line Customer Care professional my work environment is constantly changing and I have always been able to learn, adapt and overcome any challenge or changes that have been brought to my attention. Working within a fast paced environment like CEN has given me the skills to thoughtfully prioritize workload, Work quickly and efficiently, be prepared to change the call flow or the interaction on the fly due to a systems issue or change in product benefits and be confident that I am always able to deliver the best and leading customer service that I am proud of.
