Allison Holcombe
Asheville,NC
Summary
Experienced portfolio manager with a demonstrated history of working in both financial and travel services industries. Skilled in management, leadership, customer engagement, consulting, and customer experience.
Overview
6
6
years of professional experience
Work History
Account Executive - Centurion Memberships
American Express
05.2023 - 12.2024
- Successfully managed a portfolio of approximately 250 high-value card members, driving engagement and increasing overall spending through strategic outreach and personalized communication.
- Achieved the highest revenue among 130 account executives nationwide in Q3 and Q4 2023, demonstrating exceptional sales performance and client relationship management.
- Developed and implemented a comprehensive business plan that identified growth opportunities, leading to a significant increase in portfolio spending.
- Conducted daily outreach via phone and email to proactively engage in product offering conversations, fostering strong relationships with card members and ensuring their needs were met.
- Collaborated with a team of 12 membership managers to enhance travel bookings and optimize client experiences, resulting in increased benefit engagement and customer satisfaction.
- Effectively managed and resolved all incoming escalations from portfolio clients, maintaining a high level of service and addressing concerns promptly to ensure client retention.
Centurion Membership Manager
American Express
11.2021 - 05.2023
- Consulted with high value, premium cardholders to understand their needs and tailor unique solutions for each customer.
- Demonstrated abilities as an expert to bring personal insight to travel and lifestyle events among colleagues and cardholders.
- Utilized exceptional consulting skills to recommend relevant products to services of concierge, tailored to cardholders' needs.
- Met and exceeded performance goals that include, but are not limited to, quality goals, customer survey results, compliance regulations, and productivity targets.
Centurion Membership Professional
American Express
08.2021 - 11.2021
- Provided thorough, friendly, and efficient customer service to premium cardholders (primarily inbound calls and may also encompass outbound calls, email, etc.)
- Understood cardholders' needs and provide them with personalized solutions.
- Arranged tickets to in-demand shows, sporting events, and concerts.
- Arranged travel and dining recommendations/bookings upon request.
Travel Consultant
American Express
05.2019 - 08.2021
- Researched and executed custom travel experiences through booking international and domestic flights, hotel arrangements, ground transportation - while maximizing cardholder benefits and satisfaction.
- Monitored and sorted Sabre global distribution (GDS) queues to maintain quality control.
- Stayed apprised of current airline industry rules and regulations, and informed clients of changes that may affect them during traveling.
Education
2012-2016 - Human Services & Family Studies
East Tennessee State University
Timeline
Account Executive - Centurion Memberships
American Express
05.2023 - 12.2024
Centurion Membership Manager
American Express
11.2021 - 05.2023
Centurion Membership Professional
American Express
08.2021 - 11.2021
Travel Consultant
American Express
05.2019 - 08.2021
2012-2016 - Human Services & Family Studies
East Tennessee State University
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