Zakia Thomas is a Customer Care Professional at American Express, known for delivering empathetic, solutions-focused support to high-value cardmembers. With over six years of experience in financial services, she consistently exceeds performance benchmarks in customer satisfaction, first-contact resolution, and retention. Zakia is recognized for her ability to de-escalate complex issues, translate policy into clear guidance, and advocate for customer-centric process improvements. She is currently leading a peer coaching initiative that helps new team members build confidence, improve call quality, and strengthen the overall customer experience.More...