Catherine N. Email & Phone Number

Elevating servicing experience to Platinum card members. Owning customer issues through to resolution with heightened urgency. Effectively managing expectations and instill confidence in customers. Demonstrating intellectual curiosity and challenging the status quo. Effectively communicating the outcome of resolutions to customers, CCPs, and any other.

Providing effective communication to all levels of internal and external customers to promote and enhance a Customer First experience while ensuring the Card Member’s needs were resolved in a one call resolution. Assisted in various strategic pilot tests focused on researching accounts, identifying solutions to complex issues, and communicating the.

Analyzing and evaluating account information using a wide range of sources and providing tailored solutions to account holders, including relevant products, services, and membership benefits. Delivering extraordinary customer care by responding to questions concerning customer accounts in a fast-paced customer care environment

Evaluating inbound/ outbound calls to meet daily productivity requirements including agent call quota by providing feedback and coaching agents on trending behaviors. Organizing meetings with leadership and agents to promote and enhance overall team improvements.

Managing retail sales and service functions, with the primary goal of serving the customer’s total needs, resulting in a greater market share

Ongoing training and development courses equipped with information needed to succeed.Demonstrated increased product knowledge by effectively commutating product details to bilingual customers.Created effective sales script to increase conversion rate due to being a top performer. Effective communication skills, both effective and responsive to persuade.

Education record

High School

High School Diploma