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 service products. Directly supported corporate clients with escalation complaints and inquires.*Supported corporate customer sales (approx. $1.5M annually), settlement, and reconciliation of all receivables for corporate client purchases. Providing feedback to all levels of sales and management within the JV on a monthly basis of outstanding receivables and potential issues.

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. *Integrated new products into the work-flow, establishing processes and procedures to comply with current federal guidelines.*Participated in restructure initiative by leading change as a team leader of the Risk Operations team; supporting training, acted as mentor during the transition, and maintained work flows and service levels in the department until all work volumes had migrated.

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 transfer requests.

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, daily stats on productivity, and customer feedback as received.