Kierra Wright Email & Phone Number

Service card members with handling disputes & fraud inquiriesWith appropriate probing questions, determine what kind of dispute case card member needsFollow all dispute & fraud case set up procedures for each card memberStaying in compliance and up to date on banking regulations to educate card members on dispute & fraud processesShow empathy and reassure the support from American Express team on all dispute & fraudulent mattersStay up to date with current compliance & metrics for department and upholding them on every call.

Assisting with new hire Hot Week/OJT chat support by providing coaching & feedbackGuiding new hires in becoming self-sufficient & assisting them in finding the proper resources to service card membersSupporting new hires & colleagues by creating job aids & sending email on updates on the ever-evolving travel worldAssisting new hire colleagues with resources to quickly find answers to service card membersAssisting new hire colleagues one on one with navigating our systems and booking travelAssisting new hires in taking their first calls during Hot Week

Select and onboard new hires, creating a positive experience and setting them up for successEncourage your team to achieve their goals at an individual and team levelEvaluate your team’s performance, and provide consistent coaching and feedback to drive continuous improvementRecognize key performance indicators and build individual development and action plans that are owned and driven by the employeesConduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card MembersEnsure outstanding service delivery is the main priority

Uphold American Express Blue Box standards by backing our card members and protecting the company brandTaking inbound calls/Making outbound calls to service card membersWith appropriate probing questions, search for and book flights, hotels, & car service for card members’ vacationsKeeping up with metrics and doing the very best to service card members and meet monthly goals.Stay up to date with current compliance & metrics for department and upholding them on every call.

Bachelor Of Science, Psychology

National Society Of Leadership And Success, Psychology

High School Diploma