Jessica Ann Selvadorai

• Personally investigate and manage escalation cases referred by regulatory bodies, country executive team, CEO.
• Work closely with market compliance office, general council office and other line of business to ensure that complaints are resolved in compliance with all applicable regulation and American Express Customer Service Principles in a timely and consistent manner
• Analyze complaint cases to identify trends and root causes of the issues raised by Card member
  -When issue is identified, design and implement strategies to prevent future complaints on the same matter
  -Identifying potential process gaps by implementing process improvement solutions to protect business
• Support remediation action plan that may arise from time to time to ensure we mitigate escalation to regulatory body that may damage the image or brand of the company
• Handled challenging customers and clients to assist lower-level colleagues escalations while maintaining excellent customer service.
• Utilized exceptional writing, editing, and proofreading skills to ensure all letter correspondence from American Express to Card members are by the image or brand of the company

• Ensure complaints are being managed on a timely manner, ensuring cases are resolved within stipulated timeframe, identify root cause and process gaps that can help production to improve and avoid similar complaints from arising.
• Work closely with management team, product/ campaign owners and production leaders in identifying implementing process improvement solutions
• Provided reporting for business update and analysis reporting in support of decision-making such as BUR decks, Complaint Analysis trends and CBS Monthly Report Data.

• Achieve department goal metrics to ensure delivering positive outcome to customers, shareholders and colleagues

• Work closely with management team to improvise call flow by including and introducing the importance of the correct soft skill utilization.
• Motivated colleagues to become stronger, more agile, and more effective through a program, Mini Camp.
• Developed, designed and delivered presentations to educate colleagues on topics related to customer service.
• Facilitated group coaching sessions, call calibrations and provided individual coaching support.
• Improved RTF Results for three (3) teams by 3,000 basis points within three months.

- POD RTF Score :14%, POA RTF Score: 44%

• Recognized as a winner for Service Excellence Award in 2012 for this initiative