Susan Phelps Email & Phone Number

Salt Lake City, Utah

Phoenix, Arizona

Greater Salt Lake City Area

*Supported operational relationship with Joint Venture, including all services related to; Corporate Account Setup, Order Support and Risk Management of American Express Gift Cheque, Gift Card and Traveler’s Cheques products purchased through the joint venture partnership.*Liaison with corporate clients and vendor partnership supporting corporate incentive.

Greater Salt Lake City Area

*Provided management and guidance to a global customer service team analyzing online purchase requests for American Express pre paid card products and negative overspend on existing cards. *Consistently provided feedback on production volumes and accuracy, facilitated system exception assignments, and supported customer/client escalation complaints..

Greater Salt Lake City Area

*Managed a team of Customer Service representatives within Global Travelers Cheques, reconciling the settlement of purchases made by financial institutions.*Transitioned to managing a team of representatives processing new, and existing, American Express Credit Cards including the veification of financial data, net worth, lines of credit, and balance.

Phoenix, Arizona Area

*Responsible for leading a team of 23 representatives interacting with Small Business Members providing credit and collection counseling on existing card accounts.*Managed a team of customer service telephone center employees taking inbound calls from current card members and handled escalation calls. *Provided feedback and guidance on calls monitored.