Tina M Potter
Parkland,FL
Summary
Delivered exceptional customer support and resolved concerns efficiently in high-volume call environments, fostering lasting client relationships.
Overview
43
43
years of professional experience
Work History
Account Manager
American Express.
Sunrise, FL
06.2018 - 02.2023
- Developed and maintained strong client relationships to drive account growth.
- Coordinated cross-functional teams to resolve client issues promptly and effectively.
- Analyzed market trends to identify opportunities for new service offerings.
- Managed contract negotiations to ensure favorable terms for clients and company.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
Consumer Relations Manager
American Express
Sunrise, FL
06.2010 - 03.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
Telephone Service Representative
American Express
Sunrise, Florida
06.1980 - 06.2015
- Managed a high volume of inbound and outbound customer calls in a fast-paced environment
- Delivered outstanding customer service, consistently maintaining high satisfaction ratings
- Resolved complex customer inquiries, billing issues, and account concerns with professionalism and efficiency
- Identified customer needs and provided appropriate solutions, increasing retention and loyalty
- Utilized CRM systems to accurately document interactions and track follow-ups
- Supported sales initiatives through effective communication, upselling, and cross-selling of services
- Adapted to evolving systems, policies, and technologies over a 40+ year career
Education
Associate of Arts - Business Communication
FTI
Orlando, FL05.1980
Skills
- Executed high-volume call handling strategies to enhance customer service and support
- Implemented strategies to achieve customer service excellence and resolve inquiries efficiently
- Led initiatives to address complex issues and drive problem-solving strategies Oversaw resolution processes to enhance team efficiency and project outcomes Championed collaborative efforts to foster a proactive approach to challenges
- Oversaw telephone sales initiatives to drive revenue growth Cultivated relationships with clients to promote product awareness Championed upselling strategies to maximize customer value and loyalty
- Formulated targeted customer retention strategies aimed at reducing churn and fostering long-term relationships
- Oversaw implementation of CRM systems to optimize customer relationship management Directed call tracking processes to improve response times and service quality Championed data-driven strategies to enhance customer engagement
Accomplishments
- Recognized for exceptional customer service and communication skills
- Maintained consistently high performance metrics and customer satisfaction scores
- Demonstrated long-term reliability and dedication with 40+ years at one organization
- Trusted to handle complex and sensitive customer situations
Timeline
Account Manager
American Express.
06.2018 - 02.2023
Consumer Relations Manager
American Express
06.2010 - 03.2021
Telephone Service Representative
American Express
06.1980 - 06.2015
Associate of Arts - Business Communication
FTI