Tony Ducepec

Customer Care Professional @American Express

CA

Deliver excellent customer service, while responding to inbound customer inquiries and concerns.• Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express.• Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs.• Meet and exceed quality goals, compliance regulations and productivity targets.• Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms.• Assist cardmembers with common technical problems such as log-in issues, and system errors.• Document necessary information, such as payment details, Customers change of details, change of address and travel notifications.• Provide consistent follow-up with customers, ensuring that they are informed of the status and progress of their cases.• Coordinate with Team Leaders and/or back office to ensure customer issues are addresses promptly and accurately.