Robin Merrick
Zephyrhills,FL
Summary
To obtain a position in which I’m able to promote the strategy of the business while utilizing my skills to the fullest and also contribute to the growth of the organization.
Service professional with strong track record in enhancing customer satisfaction and operational efficiency. Adept at resolving issues promptly, fostering team collaboration, and adapting to changing requirements. Skilled in problem-solving, communication, and multitasking to deliver consistent results. Dependable and focused on achieving high standards in service delivery.
Overview
21
21
years of professional experience
Work History
Centurion Digital Service Specialist
American Express
04.2018 - Current
- Service Centurion Card Members when they chat through our omni-channel chat system
- Assist colleagues with complex card servicing and Membership Rewards cases & inquiries in the Membership Rewards/Card assist slack channel
- Coordinate additional card member support and follow ups with Membership Teams via OPUS
- Partner with Centurion support teams like Disputes and Card Specialists to ensure end-end servicing and an enhanced card member experience
- Complete weekly Service Recovery checkpoints
Centurion Customer Care Specialist
American Express
10.2016 - 04.2018
- Service Centurion members while adding value to each interaction
- Explain member benefits and process enrollments
- Offer tailored solutions by completing extensive research
- Follow up with cardmember concerns and inquiries via phone and email
- Consistently recognize cardmember value and tenure
Platinum Customer Care Specialist
American Express
06.2015 - 10.2016
- Explain and enroll card members with platinum privileges
- Deliver relevant messages that enhance customer experience
- Promptly and accurately respond to card member inquiries
- Offer custom solutions to issues and concerns
Credit Specialist
American Express
03.2014 - 06.2015
- Assist card members with card usage, benefits and features
- Enabled spend on charge accounts
- Answer customer inquiries about account status
- Managed well-standing customer accounts
- Resolve inconsistencies and prepare adjustments
- Identified, initiated, and facilitated resolution of customer issues
- Negotiated payment arrangements on past owing receivables
Front Counter Lead Representative
Comcast
12.2008 - 03.2014
- Performed daily responsibilities such as:
- Opened and closed office
- Greeted customers
- Directed customers to correct department
- Scheduled installation and trouble call appointments
- Maintained equipment reports
- Completed weekly and monthly transaction reports
- Handled customer escalations
- Conducted all office equipment research
- Processed cash, check, and credit card payments
- Daily verification of all monies received, and batch releases
- Maintained office calendar
- Scheduled meetings
- Ordered office supplies
- Educated customers about new products and services
- Addressed account inquiries
- Operated switchboard telephone system
- Input and managed data
- Prepared bank deposits
- Maintained daily log, records and forms
- Listen to clients to understand inquiries and requests in order to provide accurate information about services with prompt assistance
Lead Sales Associate
Cole Haan
07.2006 - 12.2008
- Provided world class customer service and assistance
- Thrived in a commission based selling atmosphere
- Visual merchandising
- Special order processing
- Established clientele and maintained client book
- Performed general office duties
- Followed store opening and closing procedure
- Cash handling
- Supervised team members
- Assisted team members in sales
- Assisted store manager with recruiting and training of new hires
- Prepared bank deposits
- Inventory control
Sales Associate
Dillard’s
12.2004 - 06.2006
- Assisted customers with shoe selections based on needs and wants
- Provided outstanding customer service
- Placed phone orders
- Maintained back stock and floor displays
- Established clientele
- Performed general office duties
- Visual merchandising
Education
Business -
University of Central Florida
Orlando, FL05.2003
High School Diploma - undefined
Charles W. Flanagan High School
Pembroke Pines, FL05.2002
Skills
- 50 wpm, proficient in Microsoft office programs: Word, Outlook, Power Point, and Excel
- Cross-functional coordination
- Customer service
- Problem-solving
Timeline
Centurion Digital Service Specialist
American Express
04.2018 - Current
Centurion Customer Care Specialist
American Express
10.2016 - 04.2018
Platinum Customer Care Specialist
American Express
06.2015 - 10.2016
Credit Specialist
American Express
03.2014 - 06.2015
Front Counter Lead Representative
Comcast
12.2008 - 03.2014
Lead Sales Associate
Cole Haan
07.2006 - 12.2008
Sales Associate
Dillard’s
12.2004 - 06.2006
High School Diploma - undefined
Charles W. Flanagan High School
Business -
University of Central Florida
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