Requests
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
American ExpressDispute Analyst
Sep. 2024Phoenix, Arizona, United Statesresponsible for investigating, analyzing, and resolving disagreements or conflicts between an organization and its clients, customers, or suppliers, typically related to financial transactions, billing discrepancies
American ExpressCustomer Service Representative
Sep. 2022 - Dec. 2024Assisting customer with Payments & account maintenance
TranscomSenior Technical Support Representative
Jul. 2018 - Apr. 2022Provided Tier II AppleCare support across iOS, macOS, and Accessibility features, resolving 95% of escalated cases without supervisor intervention.
Mentored junior agents on troubleshooting and remote diagnostic tools, improving team resolution time.
Reduced repeat call volume by introducing clear step-by-step customer education methods.
TPInstructor
Dec. 2016 - May. 2018Trained new hires and tenure agents on American Express processes, boosting team KPIs by 20%.
Managed and developed classes of up to 30 agents, tailoring instruction to diverse learning styles.
Conducted audits and performance reviews, ensuring compliance with company quality standards.
Aegis TeleperformanceTravel Specialist
Aug. 2012 - Dec. 2016Served as Subject Matter Expert for American Express travel services and Membership Rewards.
Coached agents in supervisor queue, reducing financial errors and protecting company revenue.
Led initiatives that improved travel service response times and enhanced customer satisfaction.
Intch is a Professional Networking App for the Future of WorkSee more people like Stephanie on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
886126 people
22
Data Entry
15
Virtual Assistant
15
Freelancer
164907 people
15
Operations and project manager
15
Founder & Integrative Nutrition Coach @ RENEW with Caroline
16
Customer Interaction Specialist