Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karl Newton Campbell

Lauderhill,FL

Summary

Customer care professional dedicated to enhancing customer satisfaction through effective account remediation and problem-solving. Proven track record of maintaining high performance standards while supporting team success in fast-paced environments. Strong communication skills foster lasting customer relationships and ensure timely resolution of complex issues.

Overview

28
28
years of professional experience

Work History

Customer Care Professional (Issues Management Team)

AMERICAN EXPRESS
Ft. Lauderdale, FL
01.2011 - 01.2023
  • Execute manual financial and non-financial remediation to impacted Cardmembers' accounts to correct any American Express errors.
  • Reviewed and analyzed accounts to determine and implement corrective actions for American Express errors.
  • Resolved routine to complex issues through detailed analysis and research, effectively addressing Cardmembers' claims or requests.
  • Maintained performance standards for quality, efficiency, and availability to ensure optimal service delivery.
  • Send letters to Cardmembers advising them of the actions taken after financial adjustments are made or any required maintenance is done.
  • Issued Credit Balance refund checks upon Cardmembers' requests.
  • Take appropriate action on actions that resulted from Corrective Action Tracker (CAT) Make suggestions for process improvements because of issues being addressed.

Customer Care Professional (Email Servicing)

AMERICAN EXPRESS
Ft. Lauderdale, FL
01.2005 - 01.2011
  • Collaborated with a high-performing team to manage incoming customer communications via internet within established time frames; researched and resolved customer issues through electronic channels, enhancing customer relationships and delivering measurable value.
  • Responded up to 160 issues per week on all levels of issues concerning customer accounts.
  • Documented account information and provided solutions that effectively addressed customer needs.
  • Achieved high-quality performance standards in online and phone communications.
  • Proven experience in working towards and exceeding challenging targets.
  • Used sound judgment, balances customer needs with good business sense.

Service Recovery Team (Accounts Manager CEN)

AMERICAN EXPRESS
Ft. Lauderdale, FL
01.2000 - 01.2005
  • Resolved escalated customer calls, leveraging advanced negotiating skills to achieve positive outcomes.
  • Supported new hires and Customer Care Professionals in identifying effective solutions for complex issues while upholding the American Express Brand.
  • Guided Customer Care Professionals in utilizing Extraordinary Customer Care Online (ECCO) for efficient information retrieval.

Subject Matter Expert New Hires (CEN)

AMERICAN EXPRESS
Ft. Lauderdale, FL
01.1998 - 01.2000
  • Facilitated new hire and conversion classes in Florida; mentored and trained associates, leaders, and managers to ensure successful transitions.
  • Monitored daily activities of New Hire Associates to align performance with department goals and accelerate learning curve.
  • Facilitated New Hire training classes in Telephone Service Center to enhance onboarding experience.

Customer Care Professional (CEN)

AMERICAN EXPRESS
Ft. Lauderdale, FL
01.1995 - 01.1998
  • Strengthened customer loyalty by swiftly resolving concerns, leading to improved retention.
  • Collaborated with team to respond to inbound customer calls, enhancing relationships through personalized interactions.
  • Attained high level of satisfaction against matrixed scorecard.
  • Evaluated and analyzed account information; recommended tailored solutions to Cardmember.
  • Supported business goals through effective cross-selling and building lasting customer relationships.
  • Documented necessary account information on internal systems.

Education

Graduate -

Broward Community School South
Plantation, FL

Skills

  • Account remediation
  • Customer service excellence
  • Call center experience
  • Call handling techniques
  • CRM software
  • Complaint resolution
  • Conflict resolution
  • Problem solving
  • Issue follow up
  • Organization and recordkeeping
  • Time management
  • Adaptability and flexibility
  • Team leadership
  • Training facilitation
  • Customer communication

Timeline

Customer Care Professional (Issues Management Team)

AMERICAN EXPRESS
01.2011 - 01.2023

Customer Care Professional (Email Servicing)

AMERICAN EXPRESS
01.2005 - 01.2011

Service Recovery Team (Accounts Manager CEN)

AMERICAN EXPRESS
01.2000 - 01.2005

Subject Matter Expert New Hires (CEN)

AMERICAN EXPRESS
01.1998 - 01.2000

Customer Care Professional (CEN)

AMERICAN EXPRESS
01.1995 - 01.1998

Graduate -

Broward Community School South
Karl Newton Campbell