Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

FAIZA AZIZ

CRST
Fort Lauderdale,FL

Summary

Highly dedicated, Enthusiastic Analyst eager to contribute to team success through attention to detail, excellent organizational and communication skills. Well-versed in collaborating, relationship building and call listening. Proven ability to research, collect and analyze data to provide insights for business functions to improve. Motivated to learn, grow and excel in GSG. Ready to leverage 6 years of experience at American Express in new position of Senior Analyst, Servicing Strategy.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Customer Resolution Supervisor

American Express
Sunrise, FL
07.2018 - Current
  • Take end-to-end ownership of diverse and complex issues of Platinum
  • Providing solutions to NMT2 Platinum CMs and Best Customers by collaborating across multiple departments and frequent follow-ups.
  • Review calls to provide appropriate feedback to agents in case of Amex error or poor customer service experience.
  • Analyze and research data of CFR reporting and call handling through various Amex channels and organizing this into reports representing the CRST department.
  • Took initiative as a team player to secure improved incentive structure for CRST team by above analysis.

GSLN New Hire Rotational Coach

American Express
Sunrise, FL
05.2021 - 10.2021

Assisted with a Credit Conversion class as well as a New Hire Class as Lead Coach.

Conducted call monitoring and provided feedback for agents.

Drove performance by coaching and providing escalation/assist calls.

Worked with Learning Specialists and Team Leaders to identify and solve issues that may arise for New Hires

Reviewed each agents specific goals/enhancements and suggested appropriate learning solutions.

Platinum CCP

American Express
Sunrise, FL
01.2017 - 07.2018
  • Provided servicing solutions and value generation for Platinum CMs.
  • First one to certify in training class then assisted and empowered others to successfully certify.
  • Advanced to Champions within a month of starting as Platinum Servicing CCP.
  • Coached teammates to progress to Champions.

Platinum Travel Counselor

American Express
Sunrise, FL
11.2016 - 12.2017
  • Developed and communicated complex itineraries for CM and subsequent reservations securing exceptions through direct communication with vendors via phone and email
  • Created and distributed how-to guides to TLS team for reserving hotels in the challenging new system ENCORE
  • Selected to represent Amex in multiple FAM trips at partner hotels.

Education

BBA - Management, Marketing And Communications.

Institute of Business Management
08.2008 - 03.2013

Ventura High School
Ventura, CA

Skills

    Attention to Detail

Teamwork and Collaboration

MS Office

Multitasking Abilities

Communication Skills

Critical Thinking

Analytical Skills

Websites

Timeline

GSLN New Hire Rotational Coach

American Express
05.2021 - 10.2021

Customer Resolution Supervisor

American Express
07.2018 - Current

Platinum CCP

American Express
01.2017 - 07.2018

Platinum Travel Counselor

American Express
11.2016 - 12.2017

BBA - Management, Marketing And Communications.

Institute of Business Management
08.2008 - 03.2013

Ventura High School

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FAIZA AZIZCRST