Erika Ruffin

Assisted Platinum Business and Personal account holders for American Express.

*Processed dispute inquiries for card members for merchant claims : items not received from merchants, double billing from merchants and general disputes from card members with general complaints or disagreements.

*Processed fraud inquires on account for card members. Identify fraud charges on accounts and resolve with cases and investigation.

*Assisted card members with credit increase request, payment arrangements, and enrollment of card benefits.

*A liaisons between card members and merchants.

*A typical day would consist of assisting 60-80 card members accounts during a 8 hour shift with duties listed above, just to name a few. Others duties included:

Travel arrangements

Replacement of lost and stolen cards

Amex rewards program

Billing inquires

Account upgrades

Incentives were given for 'upsells". For example, educating card members on a card that would better suit their needs and having card members switch to that card while addressing main issue for card member contacting Amex.

• Researched and resolved customer complaints and disputes related to credit card accounts.
• Assisted customers with questions and inquiries to provide information regarding credit card accounts.
• Built strong relationships with customers to increase retention and loyalty.
• Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
• Evaluated customer creditworthiness and financial statements to determine credit limits.
• Implemented strategies to reduce risk of credit card fraud and identity theft.
• Negotiated payment plans and loan terms with delinquent customers.

Managed a group of 20-30 new hires.

Typical daily job duties included :

• Create an inspiring team environment with an open communication culture.
• Motivated team members.
• Monitored team performance and reported metrics to management.
• Improved user productivity and efficiency through system training and support.
• Monitored and tracked user progress to identify improvement opportunities.