 Speak with cardmembers at the escalated level every day, listen, understand, empathize and find ways to resolve and address their concerns and needs. Ability to problem solve with timely resolutions.  Develop and maintain relationships with various departments within American Express, in and outside of the United States. Excellent communications skills, written and oral. Coach and support Customer Care Professionals (CCP) daily for compliance and quality control… Show more  Speak with cardmembers at the escalated level every day, listen, understand, empathize and find ways to resolve and address their concerns and needs. Ability to problem solve with timely resolutions.  Develop and maintain relationships with various departments within American Express, in and outside of the United States. Excellent communications skills, written and oral. Coach and support Customer Care Professionals (CCP) daily for compliance and quality control.  Provide information to cardmembers that they would otherwise not be aware of in regards to benefits, rewards, protections and options on their accounts. Field questions and concerns regarding fraud and information breaches, social media and news reports and company updates and changes. Self managed training and development.  Maintain excellent quality control scores. Positive feedback at all year end performance evaluations qualifying for merit increases. Regularly working with leaders and peers to drive customer satisfaction to the highest standards. Selected as mentor to assist with coaching new CCP's as they took their first calls while in training. Show less

 Hired into new store and assisted in staffing entire facility of 350 employees through recruiting, career fairs, resume reviews, interviews, and employee on-boarding. Responsible for facility build-up for all departments and administrative offices. Managed up to 15 employees on a regular basis after operations began— staffing, training new hires, scheduling to budget, payroll reporting, employee development, performance evaluations and succession planning. Presented various… Show more  Hired into new store and assisted in staffing entire facility of 350 employees through recruiting, career fairs, resume reviews, interviews, and employee on-boarding. Responsible for facility build-up for all departments and administrative offices. Managed up to 15 employees on a regular basis after operations began— staffing, training new hires, scheduling to budget, payroll reporting, employee development, performance evaluations and succession planning. Presented various topics during store all-hands events of up to 300+ employees. Member of Store Environmental Committee and the Facility Safety Committee.  Administered department mark-downs based on item selection, gross margins, local dollars, and ultimately to a departmental as well as a store-wide budget. Show less

 Managed up to 25 employees during peak sales times. Increased sales 20% over previous year (2005) through effective marketing, merchandising, loss prevention, monitoring controllable costs and providing a positive shopping experience to the customer. Conducted audits, monitored inventory flow, and filed sales reports. Headed up floor-sets, preps and execution of new merchandise lines. Recruited, interviewed, and hired top talent to meet seasonal needs. Managed… Show more  Managed up to 25 employees during peak sales times. Increased sales 20% over previous year (2005) through effective marketing, merchandising, loss prevention, monitoring controllable costs and providing a positive shopping experience to the customer. Conducted audits, monitored inventory flow, and filed sales reports. Headed up floor-sets, preps and execution of new merchandise lines. Recruited, interviewed, and hired top talent to meet seasonal needs. Managed employee schedules, allocated payroll-dollars-to-sales, supported Human Resources by handling benefits enrollment for new hires. Managed employee incentive plans to help drive sales. Responsible for training of “Leaders on Duty,” lead cashier positions.Lead for ensuring communications within management team to include corporate media flow-down and scheduling weekly management meetings. Show less