Product and Technology Strategy Individual contributor responsible for leading technical product presentations to demonstrate American Express GBT value to customer.-Responsible for promoting Online Booking Tools, MIS reporting solutions, Duty of Care technology platforms, Meetings Technology Solutions and Portal solutions. Support RFI and RFP process as related to technical requirementsPre-sale support to local, regional and global sales teams

As Service performance leader I was responsible for the US MM shared serving team , encompassing 150+ travel counselors and coaches. Priorities included customer and employee satisfaction, company KPI's, coaching, development and retention of team as well as retention of 5000 + customer accounts.

End to End Account Servicing responsibilities including escalated customer issues, creation and facilitation of service improvement plans• First point of contact for Travel Manager’s servicing requirements • Liaise with Service Delivery Leader in support of account servicing • Create and analyze ad-hoc reporting as needed• Reporting and Data Quality in support of Client MI• Manage all on-line booking tool updates• Support Crisis Management• Validate GBT Preferred Rate Data System vendor rate loading process/set up• Coaching , Feedback and Mentoring• Produce KPI reporting across Axcess Emergency Travel, Customer Satisfaction and contractual SLA’s • Lead program change management and service strategies across regional operations teams• Drive compliance to program by internal and external communication• Track, measure and analyze transactional delivery metrics – Scorecard and SLAs

Manage team of 25 travel counselors facilitating business travel for large multi-national corporations. Responsibile for coaching, development of travel counselors as well as team engagement. Managed relationship between American Express and customer Travel Team.