Hernando Acosta
- Role
- Operations Manager, Platinum Card Servicing at American Express
- Location
- Fort Lauderdale, FL, US
- LinkedIn followers
- 500 followers
About Hernando Acosta
Seasoned professional with a strong leadership background in the financial services…
Experience
Operations Manager, Platinum Card Servicing
Mar 2020 — Present
Responsible for providing operational leadership for Platinum Servicing Teams consisting of 10 Team Leaders and over 115 Customer Care Professionals. Responsible for ensuring best in class performance through our Customer First strategy and driving results through operational metrics such as Customer First Resolution, Value Generation, Availability, Refer to friend, Customer Handle Time, Absenteeism, Schedule Adherence, Abandon Call Rate, and Attrition. Able to effectively analyze data to develop and execute strategies. Proven ability to motivate teams, encourage open communication/collaboration and build strong relationships with the team to create a trusting environment.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
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