Kristen Couch
Palm Coast,USA
Summary
Experienced and reliable employee seeking a dynamic opportunity to further develop skills and make a meaningful contribution to the success of a company. Known for being hardworking, ethical, and detail-oriented. Skilled in problem-solving and adept at creating effective solutions. Exceptional verbal and written communication skills with a proven track record of fostering positive relationships and consistently surpassing goals.
Overview
24
24
years of professional experience
Work History
Account Specialist III
JPMC/CxLoyalty
02.2024 - 04.2025
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Adhered to standards of quality and service as well as all compliance requirements.
- Stayed current on company offerings and industry trends.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Centurion Membership Manager
American Express
12.2021 - 05.2024
- Mentored new hires to the team through on-the-job coaching and support.
- Assisted Card Members through both email and phone channels by providing prompt and thorough responses to inquiries, concerns, and requests.
- Demonstrated exceptional customer service skills by actively listening to Card Members, addressing their needs, and offering appropriate solutions.
- Handled a high volume of interactions with professionalism, empathy, and attention to detail, ensuring a positive experience.
- Collaborated with cross-functional teams to resolve complex issues and provide timely resolutions.
Centurion Membership Professional
American Express
04.2021 - 12.2021
- Provided fast, friendly, and knowledgeable service for routine inquiries and complaints.
- Documented customer conversations to track requests, problems, and solutions.
- Maintained strict adherence to quality control policies and procedures during customer interactions.
- Contributed to weekend task force supporting Centurion by providing guidance and assistance to Platinum Service Agents.
Executive Travel Counselor
American Express
08.2016 - 04.2021
- Addressed clients' questions, issues, and complaints, finding appropriate solutions when necessary.
- Oversaw payments made via credit and debit cards, handling sensitive information with professionalism and discretion.
- Cultivated a loyal client base through exceptional listening and research skills, as well as a deep understanding of travel budgets.
- Provided exemplary customer service to both new and existing clients, fostering lasting relationships and securing new travel assignments.
- Maintained proficiency in coordinating international and domestic travel accommodations for customers, including airfare, cruises, tours, hotels, and rental car reservations.
- Arranged travel accommodations for groups, couples, executives, and clients with special needs.
- Organized unforgettable and luxurious travel itineraries and vacations for high-level clients and business executives.
- Resolved financial discrepancies by collecting outstanding fees, managing refunds, and delivering travel documentation.
Credit Collections Specialist
American Express
04.2020 - 02.2021
- Rapidly acquired and applied new skills, enhancing efficiency and productivity in daily tasks.
- Collaborated with customer service, sales, and billing departments to coordinate collection efforts, resulting in reduced past due balances and bad debt.
- Ensured compliance with internal controls and government regulations.
- Enhanced understanding of financial statements, enabling better risk assessment.
Customer Service Specialist
Viking Cruises
08.2015 - 06.2016
- Exceeded performance goals by consistently applying resourcefulness, organization, and customer-centric solutions in all interactions.
- Maintained established quality control standards and followed procedures to ensure optimal customer interactions.
- Delivered service to both travel agents and passengers in a call center environment.
- Managed inbound service calls for confirmed passengers, identifying their needs, providing solutions, processing payments, and making itinerary changes.
- Ensured accurate and timely service while promptly and proactively addressing customer requests.
Travel Agent
Automobile Club of Southern California
01.2006 - 07.2015
- Acquired extensive knowledge of all services and products offered by AutoClub, including claims, insurance sales, and DMV services.
- Demonstrated a consistent track record of reaching and surpassing corporate sales and cross-sell goal standards.
- Provided exceptional ‘Five Diamond Service’ through both face-to-face and phone interactions with members.
- Analyzed the specific needs and preferences of clients to offer personalized travel reservations and recommendations.
- Developed and nurtured a portfolio of clients by consistently presenting a professional and knowledgeable demeanor.
Night Auditor
Holiday Inn Express
04.2001 - 05.2013
- Assisted with reservations, welcoming guests at check-in, checking guests out, and ensuring their satisfaction and comfort during their stay.
- Took responsibility overnight for the overall safety of the hotel, ensuring the well-being of both guests and employees.
- Generated and distributed daily reports that outlined business activities and revenue.
- Closed out records at the end of each day, transitioning to fresh tracking for the following business day and resolving any discrepancies.
- Verified guest charges against records and accounts receivable transactions for each department.
Education
Associate Of Applied Science - Business Administration And Management
Kaplan University
Davenport, IowaSkills
- Project Planning
- Employee Development
- Performance Tracking and Evaluation
- Relationship Management
- Verbal and Written Communication
- Business Administration
- Quality Assurance
Timeline
Account Specialist III
JPMC/CxLoyalty
02.2024 - 04.2025
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
Travel Agent
Automobile Club of Southern California
01.2006 - 07.2015
Night Auditor
Holiday Inn Express
04.2001 - 05.2013
Associate Of Applied Science - Business Administration And Management
Kaplan University
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