American Express is a global leader in financial services in products.As Business Development Leader, I am responsible for the P&L success and go-to-market business development strategy for a 5-country region (Peru, Ecuador, Paraguay, Uruguay, and Chile), driving business-to-business growth through the definition of new products, development of partnerships, and creation of strategies increasing customer acceptance, card utilization, and legal compliance. In this capacity, I direct global cross-functional teams in the areas of business operations, product development, sales, marketing, risk management and technology. Notable achievements:►Growing overall billings, increasing customer acquisition, market coverage, and market share through the elevation of franchise relationships with major bank partners in Peru and Ecuador. I was recognized with American Express's “President’s Award” for my Net Income results.►Repairing and rescuing at-risk relationships with key bank partners, driving annual growth through the introduction of co-branded loyalty programs and other new products, including the introduction of Blue, Platinum, and Black card products and new incentive programs.►Accelerating new card acquisition through the creation of a bank partner's “Instant Issue” program; I project managed technology and business teams to create a solution which was fully compliant with security and anti-fraud guidelines.►Generating growth in markets experiencing overall economic declines by creating and launching 3 new premium and loyalty card programs.►Delivered tens of millions of dollars in annual top-line revenues through the effective cross-selling of Consulting services across region.

I was promoted to manage a team of more than 110 Representatives in a high-volume call center and support operation providing 24/7 multilingual business-to-business support to merchants and banks across Latin America and Western Europe, assisting merchants and banks with fraudulent transactions, and authorizing merchant transactions. Notable achievements:►Building and managing a high-performing call center consistently achieving top-tier KPI performance, and meeting and exceeding service level agreements for service delivery and issue resolution.►Reducing fraudulent transactions by millions of dollars through the implementation of new monitoring and resolution guidelines, collaborating cross-functionally to develop best practices and to deliver change management.►Substantially decreasing the annual G&A cost through the creation of a new call flow model which reduced open tickets 60% through implementation of direct customer transfers to issuer banks for non-Amex-issued card calls.

This was a strategic role where I shaped the development and execution of the go-to-market strategy for U.S. dollar-denominated International Dollar Card (IDC) products across the Latin America region. I directed a multinational team of three in Argentina and Mexico leveraging American Express's portfolio of high-net-worth clients to conceptualize and implement marketing, cross-selling, and client retention strategies. Notable achievements:►Creating the operational framework to accelerate program creation and growth. I directed the visioning process and partnered internally to obtain executive buy-in and to establish programs and processes.►Overseeing the delivery of a proprietary CRM solution increasing sales efficiency and enabling the rapid identification of cross-selling opportunities.►Being appointed by executive leadership to lead a cross-functional project which was charged with identifying cost and operational efficiencies, and which effectively reduced overhead costs through the strategic transfer of key operations to Argentina.

I managed the strategic operations for a 100-person call center, directing the day-to-day operations and managing a high volume of calls from merchants and corporate accounts.

In this capacity, I managed a call center sales team selling the full spectrum of American Express products. I was responsible for increasing sales and driving customer adoption, and my team and I successfully enrolled more than 300,000 customers in Argentina in 2003, at the height of the economic crisis.