Monique Carter
American Express
Buckeye
2027
years of professional experience
Results-driven and empathetic professional with 15+ years of experience in financial services, specializing in delivering exceptional customer outcomes. Demonstrated success managing multiple priorities in high-pressure environments, delivering measurable results while exceeding performance targets. Manage accounts and build relationships to ensure customer satisfaction, with a track record of driving process improvements that enhance efficiency and client satisfaction. Display proven ability to implement feedback to maximize potential and drive significant results. Consistently exceed business metrics and take all opportunities to learn and develop new skill sets.
Work History
Membership Rewards Representative
- Provided expert support to cardmembers regarding Membership Rewards, including points accrual, redemption options, and program benefits.
- Educated customers on earning and redeeming reward points, helping them maximize the value of their Membership Rewards accounts.
- Resolved complex customer concerns related to points accrual, redemption eligibility, and account servicing.
- Collaborate with internal departments to resolve account and rewards-related issues efficiently.
- Leverage in-depth knowledge of Membership Rewards benefits, policies, and compliance requirements to deliver accurate and effective customer support.
- Consistently meet or exceed monthly performance metrics, including 95%+ quality scores and 100% productivity targets.
- Provided exceptional customer service to resolve inquiries and enhance client satisfaction.
Customer Card Service Professional
2 Years- Assisted customers with credit card inquiries, account access, and billing questions.
- Resolved disputes, fraud claims, and transaction issues in a timely manner.
- Processed payments, credit limit changes, and account maintenance requests.
- Champion-level upselling performance achieved by identifying customer needs and recommending relevant products and services that enhanced customer experience.
- Provided exceptional customer service, resolving inquiries and issues efficiently leading to consistent ranking in the top 10% for multiple months.
Client Management Merchant Liaison
4 Years- Managed case work involving requests from Client Managers to resolve merchant issues, account updates, and servicing needs.
- Served as liaison between Client Managers and Merchant Service teams to ensure accurate and timely resolution of account servicing requests and escalations.
- Collaborated with Client Managers to support merchant accounts, service requests, and issue resolutions.
- Trained international team members to ensure accuracy, efficiency, and compliance.
Merchant Customer Service Representative
2 Years- Supported merchant accounts by resolving service inquiries, account updates, and transaction-related issues.
- Investigated and resolved merchant issues related to payments, billing and account service discrepancies.
- Maintain detailed account documentation and provide tailored recommendations.
- Selected for executive-level shadowing and advanced value-based training.
Collections Professional
1 Year- Resolved delinquent accounts through customer consultation and negotiation.
- Improve recovery rates and escalation effectively.
- Managed customer accounts to facilitate timely collections and minimize delinquencies.
- Conducted thorough research on account histories to resolve discrepancies efficiently.
- Communicated effectively with customers to negotiate payment plans and settlements resulting in 95% and higher resolution.
Education
High School Diploma
No Degree - General Studies
Skills
Customer Centric Approach
Relationship Management
Problem-Solving
Active listening
Process Improvement
Collaboration
Deadline and priority management
Conflict resolution
Attention to detail
Goal-oriented mindset
Timeline
Customer Card Service Professional
American Express
01.2018 - 01.2020Read More
Client Management Merchant Liaison
American Express
01.2014 - 01.2018Read More
Merchant Customer Service Representative
American Express
01.2012 - 01.2014Read More
Collections Professional
Chase Bank
01.2011 - 01.2012Read More
Membership Rewards Representative
American Express
2020 - 05.2026Read More
Cascade High School
High School Diploma
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Chaffey College
No Degree from General Studies
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