Summary
Overview
Work History
Education
Skills
Pacesetter for 2021, 2022, 2023
Pacesetter Award
Timeline
Generic

Nicole Adams

Miramar,FL

Summary

As a proven leader at American Express, I excel in customer service and strategic planning. My focus on personalized travel and lifestyle solutions has significantly enhanced Centurion member satisfaction and loyalty, contributing to the company’s growth. I am skilled in Sabre and Encore, goal-oriented, and committed to leadership development and strategic planning, with a strong desire for continuous growth.

Overview

11
11
years of professional experience

Work History

Centurion Membership Executive

American Express
05.2023 - Current
  • Enhanced customer satisfaction for a portfolio of more than 250 American Express Centurion card members while providing through effective relationship-building, consistent follow-up, and timely issue resolution
  • Contacted customers and prospects to promote new business to achieve company growth goals.
  • Oversees each card member's interaction with the American Express platform to ensure card members are completing requests with first-person agent resolution.
  • Develop personalized strategies for each card member to enhance their membership experience, maintain loyalty, and identify revenue opportunities related to travel and leisure based on their preferences.

Centurion Membership Manager

American Express
04.2020 - 04.2023
  • Strategically recommend personalized products and services tailored to the Members needs regarding travel and lifestyle.
  • Created detailed travel itineraries and curated once-in-a-lifetime experiences based on clients preferences.
  • Enhancing and promoting membership engagement by emphasizing the benefits and services offered by American Express.
  • Addressed all inquiries and concerns related to reservations, ensuring card members needs were met by securing reservations through Sabre and Encore.
  • Established positive rapport with clients to ensure seamless handling of all requests.

Centurion Lifestyle Lead

American Express
05.2018 - 04.2020


  • Developed and maintained positive customer relationships and coordinated with team members to properly handle requests and questions, while facilitating huddles specifically tailored to Centurion 2.0.
  • Curated lifestyle experiences focused on dining, tours,concert and theater tickets
  • Assisted with customer escalations quickly and professionally to restore customer confidence and prevent loss of business.
  • As an Lifestyle lead, I had the privilege of overseeing and managing exclusive BIO events for Platinum and Centurion cardholders.

Platinum Travel Representative

American Express
07.2015 - 05.2018
  • Addressed a customers travel request over the phone, assisting with booking their travel arrangements, including car rentals, hotel reservations, and other travel plans
  • Engaged with card members to collect, offer, and communicate recommendations related to their travel requests.
  • Created and managed detailed itineraries
  • Optimized customer experience by delivering superior services and effective solutions.
  • Collected, organized, and incorporate information in Sabre and Encore to generate multiple solutions.

Account Service Representative

American Express
06.2013 - 07.2015


  • Assessed credit risks and negotiated with high-balance customers to adjust spending or reduce balances
  • Portfolio Based, consistently building relationships with specific clientele.
  • Developed highly empathetic client relationships that were portfolio based, while consistently building relationships.
  • Promptly investigated and resolved customer inquiries and complaints related to Personal and Business credit cards. During this process, I analyzed credit card data to assess risk and determine whether to enable spending

Education

High School Diploma -

Miami Dade College
Miami, FL

Skills

  • Customer Service
  • Decision-Making
  • Written Communication
  • Strategic Planning
  • Adaptability and Flexibility
  • Multitasking
  • Lead prospecting
  • Problem-Solving
  • Sabre and Encore skilled
  • Account Management
  • Lifestyle skilled

Pacesetter for 2021, 2022, 2023

Obtained the Pacesetter award for 2021,2022 and 2023

Pacesetter Award

Obtain the American Express Pacesetter award for 2021. 2022 and 2023. I demonstrated exceptional leadership and goal-oriented performance. Additionally, I actively assisted my colleagues by sharing best practices and providing solutions

Timeline

Centurion Membership Executive

American Express
05.2023 - Current

Centurion Membership Manager

American Express
04.2020 - 04.2023

Centurion Lifestyle Lead

American Express
05.2018 - 04.2020

Platinum Travel Representative

American Express
07.2015 - 05.2018

Account Service Representative

American Express
06.2013 - 07.2015

High School Diploma -

Miami Dade College

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Nicole Adams