Accomplished Customer Service Executive at American Express, adept in Customer Relationship Management and team collaboration. Enhanced customer retention and satisfaction through exceptional service and effective complaint handling. Mentored juniors, significantly contributing to team growth. Proven track record in leveraging technical support skills to resolve complex billing issues, ensuring customer loyalty and operational excellence.
Hi, I’m
Omar Heredia
Valley Village,CA
Summary
Overview
2
years of professional experience
Work History
American Express
Customer Service Executive
01.2020 - 01.2022
Job overview
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Evaluated interactions between associates and customers to assess personnel performance.
Education
Colegio De Bachilleres Plantel 07Mexico City
10.2011
University Overview
Skills
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
- Online chat and email
- Customer Needs Assessment
- Call center experience
- Live chat support
- Technical Support
- Customer Service
Additional Information
Additional Information
Side jobs
• Pool service cleaning
Skim the water with a pool skimmer to remove leaves and other debris floating on top of the water. Using a pool brush, brush the walls, floor and steps of the pool to dislodge algae and stuck-on debris. To vacuum the pool using a handheld pool vacuum with a telescoping pole, first make sure the filter is running.
• Delivery Service
Diligent and punctual individual with a clean driving record and excellent navigation skills, seeking a position as a Delivery Driver to provide reliable and efficient service, ensuring customer satisfaction and timely deliveries for a reputable logistics company.
Timeline
Customer Service Executive
American Express
01.2020 - 01.2022
Colegio De Bachilleres Plantel 07
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