Provided leadership and process oversight to a large multiple team claims group, which was comprised of 8 team managers, 2 analysts and 100 claims adjusters. Managed the overall adjudication of claims, and provided oversight to the Fraud Investigations and Reconsiderations/Appeals processes. Developed an exceptional work culture that was focused on driving high customer satisfaction, delivering value to the business, and focusing on employee development. Responsibilities also included partnering with various contracted vendors and internal American Express business managers to deliver an overall positive customer experience.

Led a team of up to 150 team members and managed processes to support the Virtual Call Center’s Reserves group. Managed tollgate processes for new hires (approximately 3500 to support peak season), created desk instructions and processes to support trainees and provide leadership/coaching to other leaders and trainees.

Coach and advise customers on improving leadership effectiveness, leadership development and to address a variety of business issues. Share business knowledge and expertise with investment firms. Complete strategic interventions/assignments which enable executive leaders to understand group dynamics, evaluate leadership, and make changes to drive the business and support corporate success. Also completed Real Estate school and secured my Arizona Real Estate License.

Create and propose multi-faceted leadership development program for directors and VPs. Involved interviewing and meeting with mid level and senior leaders, partnering with the Leadership and Development director and manager, presenting the plan to the senior vice president's leadership team, and launching and executing the program.

Provide strategic direction and leadership to a 24x365 servicing workgroup that is responsible for the integrity and daily processing of $2B+ moving through over 50 worldwide financial systems. The group's daily responsibilities include managing/monitoring/balancing hundreds of financial control points/processes, identifying/resolving various system issues through partnership with technology and business groups throughout the enterprise via phone/Instant Message/incident management system, ensuring end of day processes are completed accurately and timely to avoid financial exposure, completing various risk management and compliance activities, and continually streamlining, eliminating and improving processes and controls.

Led the team responible for creating an employee focused culture within the Worldwide Finance Group. Activities/responsibilities included managing all aspects of the employee surveys for the group, strategic interventions with all levels of leadership and employees throughout the world, and facilitating various training/development classes.