Helena Summers
Fort Lauderdale,FL
Summary
Proven track record in outstanding customer service, demonstrating leadership and a strong work ethic. Expertise in crafting customized experiences and ensuring compliance adherence.
Overview
14
14
years of professional experience
Work History
Membership Manager
American Express, AMEX
Sunrise, FL
12.2024 - Current
- Crafted customized travel itineraries for card members, ensuring alignment with individual preferences and requirements.
- Monitored and updated call information to ensure accurate auditing and reporting.
- Sabre Trained
- Ability to book flights,hotels, car rentals and all other travel related tasks
- Adherent to all compliance regulations
- Average 12-17 calls per day / Exceeded OSAT and RFT goals
Platinum Concierge to Lifestyle Specialist
American Express
Sunrise, FL
09.2016 - 12.2024
- Facilitated tailored lifestyle consultations for card members to support their individual needs and preferences.
- Led various initiatives to drive innovation, contributing valuable ideas and suggestions for continuous improvement.
- Expert at booking dining reservations, concerts, theater tickets and sporting events at hard to obtainn venues
- Assisted in managing reservations using Resy, Tock, and OpenTable. Supported team members in optimizing guest experiences through Gustave. Facilitated communication between staff and guests to enhance service delivery.
- Coordinated and managed bookings for tours and excursions, ensuring prompt arrangements for card member enjoyment.
- Creator of the Broadway Made Easy tool- Allowing anyone to be a Broadway expert- Updated monthly with open and close dates, Synopsis of the show,type of show , reviews and more. Can be filtered to narrow down the choices.
Customer Care Professional - Platinum
American Express
Sunrise, FL
08.2014 - 03.2016
- Resolved customer inquiries through detailed product knowledge and effective communication strategies.
- Streamlined complaint resolution processes, enhancing overall customer satisfaction and loyalty.
- Mentored junior team members on best practices for customer interactions and service excellence.
- Implemented feedback mechanisms to identify service improvement areas, driving operational efficiency.
- Averaged 120 calls per day/Exceeded Osat and RTF goals
- Chosen as a mentor with new hires
- Optimized cardmembers opportunities by providing additional card products
District Leader
Regis Corporation
Jacksonville, FL
05.2012 - 03.2014
- Develop salon teams within the district of 17-23 salons
- Led district operations to ensure compliance with company standards and enhance service quality.
- Developed and implemented strategic initiatives to drive revenue growth across multiple locations.
- Mentored and trained management teams to improve performance and operational efficiency.
- Analyzed sales data to identify trends and optimize product offerings for diverse customer bases.
- Provided training and coaching for all new services and computer systems.
- Create as well as maintain all plan-o-grams throughout all retail enters
- Review salon environments and key business indicators within the district to identify problems. concerns, and opportunities for improvement
- Processed new hire paperwork and maintained records for the company
Education
High School Diploma -
Freehold Township High School
Freehold, NJVocation - Cosmetology
Concorde School of Hair Design
Ocean Township NJ Skills
- Strong work ethic and outstanding customer service
- Leadership with a focus on outcomes
- Ability to work autonomously or collaboratively
- Proficient in Sabre techniques
- Skilled in Microsoft Office tools
Timeline
Membership Manager
American Express, AMEX
12.2024 - Current
Platinum Concierge to Lifestyle Specialist
American Express
09.2016 - 12.2024
Customer Care Professional - Platinum
American Express
08.2014 - 03.2016
District Leader
Regis Corporation
05.2012 - 03.2014
High School Diploma -
Freehold Township High School
Vocation - Cosmetology
Concorde School of Hair Design