SHANNA MILLER
Avondale,AZ
Summary
Diligent Customer Experience Specialist with proven track record of enhancing customer interactions and satisfaction. Successfully implemented initiatives to streamline customer support processes, leading to improved client retention. Demonstrated strong problem-solving abilities and effective communication skills in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Customer Experience Specialist
Jenius Bank
07.2023 - Current
- Communicated and collaborated with other departments to ensure quick and efficient customer resolutions and improve overall customer experience.
- Implements corrective actions across financial and non financial areas, while ensuring accuracy and compliance.
- Responsible for contacting customers to support triage, communicate research outcomes regarding customer inquires, outline resolution steps, and ensure timely responses to all researched matters.
- Identifies and escalated out of scope concerns, to relevant departments in order to maintain compliance and workflow continuity.
- Performing QA listening to identify complaints, true needs of customers, ensure policy compliance and support adherence to company standards.
- Provide actionable feedback to representatives to improve customer experience.
- Identified emerging trends and alerted leadership, recommending targeted opportunities for process improvement.
- Shared best practices and solutions with team members while supporting training and shadowing of new hires.
- Conducted interdepartmental outreach to obtain required reporting details and assist customers by resolving inquiries they may have during the outreach.
- Generated and reviewed weekly credit softening data to support timely and accurate customer adjustments.
- Supported the upkeep of monthly Production Support Reports, ensuring visibility into issues, resolutions and SLA compliance.
New Hire Coach and Platinum Customer Card
American Express
10.2012 - 06.2024
- Training New hires in all Amex systems and how to navigate them.
- Educating the new hires in policies and procedures both internally and externally to remain compliant.
- Taking escalated calls.
- Providing 1 on 1 feedback which included call listening in order to help the new hires learn and grow.
- Developing trainings and quizzes to make sure that the they were understanding all the information that was presented to them.
- Staying with new hires for the first 60 days when they were in their probationary period in order to quickly address questions for them until they got more confident in finding and relaying information to the cardmembers.
Platinum Customer Care
American Express
06.2022 - 03.2022
- Having and extensive knowledge in Platinum Card as far as benefits, earning rewards and earning membership rewards goes.
- Assisting with general complaints, as well as taking 2nd level escalated calls from other colleagues.
- Providing general services such as payment, setting up auto pay, changing due dates, etc.
Membership Rewards
American Express
03.2021 - 06.2021
- Understanding and redeeming rewards for all membership reward based card types. Ex: Platinum, Gold, Green, Corporate and Small Business Accounts.
- Educating the customers on how they can maximize the rewards that they are earning, showing them different redemptions options and values.
- Navigating them online on where to go for the redemption process.
Co Brand Customer Service
American Express
10.2012 - 03.2021
- Answering questions on how rewards are earned and redeemed in all co-brand card products.
- Knowing and understanding the benefits and rewards for JetBlue, Marriott, Hilton, Costco, Delta, Blue Cash and Amex Everyday Card Products.
- General servicing such as payments, disputes, and assisting customers with being able to login to their online accounts as well as assisting with navigation questions.
Education
High School Diploma -
Independence High School
Glendale05.2001
Skills
- Active Listening with one call resolution
- Team Player and also works extremely well independently
- Extensive knowledge in each card product knowing rewards and benefits
- Great at time management via phone, chat and email, while maintaining attention to detail in the relaying of information
- Able to multitask and respond quickly to multiple chats, emails and phone calls
- Proficient in both written and verbal communication
- Ability to remain calm under pressure
- Worked with card members in redeeming rewards they earned thru their credit card purchases, and how to maximize their rewards
- Responsible for working with our Platinum Customers both with general customer service and rewards related inquiries
- Enrolling customers in the benefits of the card
- Having extensive knowledge and staying updated on benefits, rewards and general card servicing
- Trained and supervised new hires, kept them up to date on procedures, systems and how to interact with the customers
- Made sure that the new hires were up to date and knew how to stay up to date on banking procedures and regulations
- Took and resolved escalated customer inquiries
- Answered questions promptly for new hires as they started interacting with the card members and internal systems
Timeline
Customer Experience Specialist
Jenius Bank
07.2023 - Current
Platinum Customer Care
American Express
06.2022 - 03.2022
Membership Rewards
American Express
03.2021 - 06.2021
New Hire Coach and Platinum Customer Card
American Express
10.2012 - 06.2024
Co Brand Customer Service
American Express
10.2012 - 03.2021
High School Diploma -
Independence High School