Rob Nelman serves as a Small Business Specialist and Customer Care Specialist at American Express, where he plays a pivotal role in supporting merchants through chargeback and dispute inquiries. With a strong focus on Major Accounts Management, Rob utilizes a consultative approach to build meaningful...
Rob Nelman serves as a Small Business Specialist and Customer Care Specialist at American Express, where he plays a pivotal role in supporting merchants through chargeback and dispute inquiries. With a strong focus on Major Accounts Management, Rob utilizes a consultative approach to build meaningful relationships with merchants, ensuring that their unique needs are understood and addressed effectively. His expertise lies in delivering first contact resolution, which not only enhances customer satisfaction but also fosters long-term loyalty among clients.
In his current role, Rob is deeply involved in key projects aimed at improving the customer experience and streamlining dispute resolution processes. He collaborates closely with various in-house support teams to navigate complex compliance regulations and decision disputes, ensuring that all interactions meet the highest quality standards. His commitment to achieving quality goals is evident in his proactive approach to problem-solving, which often leads to positive outcomes for both the merchants and American Express.
Rob's skill set is diverse, encompassing customer service excellence, budgeting, and a strong understanding of cloud computing and enterprise software solutions. His proficiency in Customer Relationship Management (CRM) systems allows him to track and analyze customer interactions, further enhancing his ability to provide tailored support. As a Small Business Specialist, Rob is not only a resource for merchants but also a valuable asset to American Express, driving initiatives that support small business growth and success in an increasingly digital landscape.
