• Lead and own the end to end implementation for complex client payment solution(s), understanding the client needs, American Express’ processes and policies to deliver the expected outcome for clients and internal American Express stakeholders• Conduct needs analysis to determine program scope and opportunity• Provide detailed business process and data integration (i.e. expense management/reconciliation solutions) consultation as it relates to the American Express payment solution(s).• Process Map/ document program strategy, scope, timeline, business process changes, spend targets for client implementations to help translate client requirements into executable business implementation plan(s)• Own all aspects of the project management including the project plan, meeting minutes, meeting/call schedule, assignment of action items• Actively participate and problem solve on the implementation process by raising issues, identifying root causes and developing solutions• Looking for ways to streamline the client experience, leveraging lean management principles and a continuous improvement mindset• Provide seamless transition of knowledge to Global Commercial Services Account Development Manager(s) for ongoing program management

-Onboard a large portfolio of high value clients while maintaining excellent communication with Sales partners.-Track and report on performance including multiple pipelines and activities using SalesForce.com.-Drive engagement and maximize spend opportunities by gaining an in-depth understanding of a customer’s expense management process and identifying key suppliers through obtaining Accounts Payable documentation.-Conduct research and utilize knowledge of the competitive landscape and internal tools to build defensive / offensive strategies to engage/retain cardmembers.-Collaborate with internal and external partners to identify growth opportunities, problem solve and increase cardmember spend.-Utilize all necessary tools to influence and positively impact discussions with cardmembers and internal contacts to maximize spend opportunities and drive engagement.-Key measure of success is to increase spend/billings through a clear and consultative B2B approach as wells as achieve key customer service and productivity metrics.-Keep up-to-date on products, competition in the financial services space, and relevant developments in target industries (eg, medical, dental, construction, etc).-Develop key internal relationships with Risk Management, Commercial Underwriting, New Accounts, Commercial Card Sales and Global Merchant Services

Social Media Response Team Member Responsible for monitoring, analyzing and responding to twitter handle @askamexcanada using Visible Intelligence tool.

· Responsible for customer inquiries, concerns, disputes, maintenance and retention in both French and English dealing with core, Centurion and small business cardmembers.· Ranked in the top 10% of best performers within American Express World Service department 2014· Awarded the highest OJT GPQ award as well as the Performance Excellence award from the WSGCA recognition committee 2 years in a row (2013 and 2014).

• Learning instructor for conversion classes of 10+ customer care professionals (various departments to customer service).• Facilitate learning through a variety of delivery methods including classroom instruction, virtual training, on-the-job coaching and activities.• Coach on performance management and effective communication.• Assess training needs for existing employees.• Review and update curriculum

Interviewer (2009-2010): Conducted marketing research surveys through outbound calls for companies such as RBC, Great West Life, Giant Eagle and many more.Recording technician (2011): Trained groups of 15-20 employees at a time on call recording devices. Responsible for handling, uploading, monitoring and organizing all day recordings and various office tasks.Supervisor (2011-2012): Training, monitoring and supervising of employees.