Monique Carter has over 17 years of experience in customer service. She is currently a Client Management Liaison at American Express in Phoenix, Arizona, where she provides excellent customer service, manages client accounts, and trains colleagues. Prior to her current role, she held several customer service and collections roles at American Express, Chase Bank, and ACS, consistently exceeding performance metrics at each organization. She is pursuing an Associate's degree in Liberal Studies from Rio Salado College with an expected graduation date of June 2017.

1. Monique Carter
Buckeye, AZ ● 626-483-4819 ● monique.carter@aexp.com
CAREER PROFILE
Highly motivated individual with 17 years of customer service experience. Ability to multi-task and thrive in an ever changing
environment. Experienced in time management as well as working within strict deadlines. High achiever with strong desire to
motivate myself and inspire peers. Proven ability to implement feedback in order to maximize potential and drive significant results.
Consistently exceed business metrics and take all opportunities to learn and develop new skills.
HIGHLIGHTS OF QUALIFICATIONS
 Strategic thinker
 Confident communicator
 Flexible change agent
 Problem solver
 Quick learner
 Collaborator
 Top Performer
 Analytical
PROFESSIONAL
American Express - Phoenix, AZ
Global Merchant Services - Client Management Liaison 3/2014 - Present
 Provide extraordinary customer service by promptly and accurately responding to request from Clients, evaluating and
analyzing merchant account information and recommending tailored solutions to merchants that add value to their business
 Scheduled reviews and updates to assigned accounts liaise with internal departments to resolve all inquiries
 Coordinate account projects,identify procedural defects and implement solutions to improve efficiencies
 Tasked with account projects, call monitoring for quality purposes
 Facilitate training for peers in India on job function, following up with weekly conference calls and quality checking their
performance
Global Merchant Services – Customer Care Professional 9/2012-3/2014
 Participated in 6050W outbound remediation to minimize tax implications for our merchants
 Document and maintain pertinent account information and offer solutions that benefit the merchants needs
 Selected to do executive level side by sides
Chase Bank - Phoenix, AZ
Collections Professional 7/2011-9/2012
 Consult with customers in order to resolve past balances
 Performed skip trace in order to achieve maximum results
 Multi-task between aged customers and newly acquired customers
 Help with customer resolution on escalated balances
ACS - Phoenix, AZ 2/2011-7/2011
Human Resources Representative/Project Base
 Provided employee assistance with benefit questions
 Spear Headed creation of the program process ofstarting up Pensions for all new employees
 Specialized in case management, which included detailed follow ups
Education
 Currently Enrolled at Rio Salado – Expected Graduation June 2017
Associates ofArts in Liberal Studies