• Responsible for accurately assist customers and merchants with credit related issues in a timely manner.• Excel in projecting a friendly and professional manner to provide exceptional service levels to all internal and external customers.• Accurately process applications, provide denial explanations, authorize sales, input applications, and perform account maintenance. • Possess a strong knowledge of all current guidelines• Responsible for maintaining a high level of quality and productivity. Currently maintaining a quality monitoring score above departmental standard.

I am working with the Global Knowledge Management team in their efforts to identify, solicit, gather information from our global contractors regarding the nature of their client projects in an effort to create a datebase of information to share and market our clients sucesses!

My current position entails investigating and responding to correspondence received by the executive/management team regarding a borrower's student loan accounts.

o Provide intranet content management support to the Cardmember Services Department (10000+ users)o Manage the day-to-day information submission and updating activities on the intraneto Ensure the quality and integrity of the documents publishedo Ensure the submission/delivery of documents to the knowledge management system by employeeso Assist business partners in writing submissions suitable for publicationo Ensure that information contained within each document is accurate, peer reviewed and regularly updatedo Keep up to date with best practice in web usability, web page design and writing for the webo Perform regular review of intranet information architecture and conduct regular user needs analysiso Develop and deliver reporting on usage of the siteo Ensure linked information resources are kept relevant, appropriate, etco Provide classroom training on use of Internet Explorer browser and Intranet functionality as needed.o Work extensively with system engineers to provide direction and feedback on functionality, layout, and future enhancements to system.

o Facilitate Customer Service "Skill Builder" classes.o Oversaw document creation and publication on departmental Intranet site.o Design and create training materials based on accepted design standards.

o Responsible for handling all phone and mail inquiries addressed to the Executive Offices on customer service issues and for Media Relations.o Liaison between departments, credit product divisions and Government Agencies & responsible for insuring that all internal policies and procedures are followed.o Act on behalf of the CEO, COO, and other senior executives in responding to consumers and Governmental Agencies regarding the handling of accounts or the status of customer applications, complaints, disputes, or problems.o Designated resource for all departments and brands regarding policy or procedure issues.o Responsible for court and deposition appearances as expert witness and "Keeper of the Records" on the handling of specific consumer accounts, when necessary.o Maintain database of inquiries handled and create monthly report of customer inquiry/complaint resolutions for the Executive Offices.