Customer service professional dedicated to effective team management and customer satisfaction. Dynamic Customer Service Manager who leads diverse teams to achieve company goals. Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
Exceptional interpersonal communication
Customer Relationship Management Software (CRM)
Excellent time management skills
Effective problem solver
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
MS Office expert
Customer Care ProfessionalAmerican Express - 777 American Expressway Plantation, FL 3332403/2012 - Current
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Referred unresolved customer grievances to designated departments for further investigation.
Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
Evaluated all evidence with the ultimate goal of creating positive outcomes for client's claims.
Successfully eliminated claimant, premium and provider fraud.
Followed up on potentially fraudulent claims initiated by claims representatives.
Established productive working relationships with public officials and law enforcement officers.
Reviewed new files to determine current status of injury claim and to develop a plan of action.
English TeacherBroward County Schools - 600 SE Third Avenue, Fort Lauderdale, FL 3331508/2000 - 05/2007
Successfully improved student participation in the classroom through integration of creative role-playing exercises.
Implemented reading and writing workshops to increase student literacy and support school reading programs.
Assisted in developing student-led after-school tutoring program to teach under-privileged students.
Improved student's analytical skills by introducing state-of-the-art computer program technologies.
Collaborated with a team of faculty to develop after-school tutorial program for students in need of extra help.
Florida International University - 11200 SW 8th Street, Miami, FL 33199Bachelor of Arts Degree in Religious Studies Senator At Large in Student Government Association 3.8 GPA Lambda Chi Alpha Fraternity Brother