KRISTEN COUCH
Palm Coast
Summary
Seasoned Account Management Professional with 15 years in financial services and travel, focused on high-touch client relationships. Expertise in resolving billing disputes and account escalations while ensuring compliance. Cultivates long-term client loyalty and collaborates with cross-functional teams to effectively address complex issues.
Overview
11
11
years of professional experience
Work History
Account Specialist III
JPMC / CxLoyalty
Palm Coast
02.2024 - Current
- Supported customers from first contact through purchase with friendly, knowledgeable service.
- Resolved billing disputes and account issues efficiently, maintaining high client satisfaction.
- Monitored company offerings and industry trends to provide customers with accurate, informed answers.
- Adhered to quality and compliance standards on every call to ensure consistent service delivery.
Centurion Membership Manager
American Express
Jacksonville
12.2021 - 05.2024
- Coached and mentored new hires, accelerating their onboarding and integration into the team.
- Managed high volume of Card Member calls and emails, ensuring consistent and attentive support for all inquiries.
- Collaborated with multiple departments to resolve cross-functional issues, ensuring timely and effective solutions.
Centurion Membership Professional
American Express
Jacksonville
04.2021 - 12.2021
- Resolved Card Member inquiries and complaints, ensuring accurate documentation of each interaction to enhance customer satisfaction.
- Participated in a weekend task force focused on supporting and guiding Platinum Service Agents, demonstrating leadership and reliability.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Executive Travel Counselor
American Express
Jacksonville
08.2016 - 04.2021
- Coordinated international and domestic travel — flights, cruises, tours, hotels, rental cars — for individuals, groups, and business executives, fostering long-term client relationships.
- Put together high-end, custom itineraries for high-level clients.
- Processed card and debit payments, managed refunds and fee discrepancies, ensuring security and accuracy of sensitive payment information.
Credit Collections Specialist
American Express
Jacksonville
04.2020 - 02.2021
- Collaborated with customer service, sales, and billing to reduce past-due balances and mitigate bad debt.
- Analyzed financial statements to enhance assessment of account risk.
- Reviewed financial statements to identify potential risks associated with accounts.
Customer Service Specialist
Viking Cruises
Woodland Hills
08.2015 - 06.2016
- Managed inbound calls from confirmed passengers, addressing changes, payments, and inquiries in a fast-paced call center.
- Regularly hit or beat performance goals.
- Ensured high-quality interactions with travel agents and passengers, maintaining service standards.
Education
Associate of Applied Science - Business Administration and Management
Kaplan University
Davenport, IASkills
- Account & Relationship Management
- Billing resolution
- Quality compliance
- Data Analysis
- Project planning
- Mentoring programs
- Verbal and Written Communication
Timeline
Account Specialist III
JPMC / CxLoyalty
02.2024 - Current
Centurion Membership Manager
American Express
12.2021 - 05.2024
Centurion Membership Professional
American Express
04.2021 - 12.2021
Credit Collections Specialist
American Express
04.2020 - 02.2021
Executive Travel Counselor
American Express
08.2016 - 04.2021
Customer Service Specialist
Viking Cruises
08.2015 - 06.2016
Associate of Applied Science - Business Administration and Management
Kaplan University