Deidra Body

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Verified accuracy of customer account information and updated when necessary.
• Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
• Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
• Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
• Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
• Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution, and medical care.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.

Facilitated client interactions by

• Answering inquiries about credit card products, accounts, benefits, and services.

• Helping resolve issues related to payments, transactions, fees, or account updates.

Problem Resolution

• Investigating and resolving disputes, fraudulent charges, or declined transactions.

• Handling escalations with empathy and professionalism.

Delivering Personalized Service

• Offering tailored solutions and guidance based on customer needs.

• Educating customers on maximizing card benefits, loyalty programs, and rewards.

Sales Support

• Upselling or cross-selling relevant Amex products or services.

• Promoting offers, upgrades, or special programs to enhance customer value.

Ensuring Compliance

• Following regulatory, legal, and internal guidelines in handling sensitive customer information.

• Maintaining confidentiality and safeguarding data integrity.

Building Relationships

• Strengthening customer loyalty by creating positive and memorable interactions.

• Representing Amex as a trusted brand ambassador.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.