George Ashkar Email & Phone Number

Miami, FL, US

Miami-Fort Lauderdale Area

• Global product owner of Customer Personalization platform, an AI-powered platform that personalizes digital journeys and experiences and generates revenue.
• Oversaw a multi-million dollar investment in the platform, with direct responsibility over a team of Product Managers.
• Delivered a key incremental Revenue target in 2023 via personalized messaging and offers.
• Defined the multi-year platform vision and strategy, setting the stage for the growth and evolution of the platform.
• Delivered the platform roadmap centered around platform infrastructure modernization, meeting key revenue targets, and "Personalization Evolution."
• Defined strategy for Personalization Evolution, aimed at optimizing customer engagement, increasing customer spend and retention, and increasing revenue.

Miami-Fort Lauderdale Area

• Global product owner of the Enterprise Communications and Storage platforms, two newly built platforms that send Amex’s communications annually, and store communications and documents compliantly.
• Oversaw the management of a multi-million dollar annual investment in the platforms, with direct responsibility over a team of Product Managers and Product Owners.
• Built business case and received buy-in for the development of a new Enterprise Communications Platform and Storage Platform to enable platform modernization.
• Product lifecycle owner from concept through piloting into maturing, driving significant in the number of communications sent annually, leading to a multi-million dollar cost reduction and customer experience.
• Defined the platform vision and strategy, and the migration strategy to the new platforms.
• Delivered a roadmap centered around optimizing the customer and employee experiences, driving digital engagement, and modernizing the platform infrastructure.

Miami/Fort Lauderdale Area

• Global product owner of the Amex Communications Platform, a platform that sends all pf Amex’s communications annually, and that fulfills Amex’s demand for new communications based on business needs.
• Oversaw the management of the multi-million dollar annual investment in the platform, with direct responsibility over a team of Product Managers/Owners, and Operations resources across geographies.
• Defined a multi-year product vision and strategy, and delivered the roadmap focused on short-term enhancements and a long-term focus on building a new Enterprise platform.
• Defined and implemented a SAFe Agile product management structure with Engineering, designed to optimize our partnership and resulted in a 50% reduction in time to market for new deployments.
• Optimized the Communications Demand Management process, leading to a more optimal method of prioritizing annual communication demand, and a 25% improvement in the engagement lifecycle.
• Established strong partnerships across the enterprise, enabling the implementation of high-profile initiatives to enhance the customer experience, drive revenue, and increase digital engagement.

Miami/Fort Lauderdale Area

• Product Owner of Live Chat Expansion & Optimization, responsible for deploying and growing the new Live Chat solution, and for the effective targeting of customers to optimize demand.
• Had direct responsibility over a team of product owners.
• Developed the business case for the Live Chat program, and implemented the Live Chat product expansion strategy, growing the agent population by 10X and the monthly agent-handled volume by 25X.
• Defined the strategy for optimizing Live Chat targeting using data and predictive analytics for real-time decision making.
• Implemented the Live Chat Automation solution using Artificial Intelligence/Natural Language Processing, automating 25% of customer demand, enabling self-servicing and optimizing the work that gets handled by chat.

• Product owner of Global Online Help, including Frequently Asked Questions (FAQ) management and Secure Messaging product management, with responsibility over 2 analysts.
• Defined the product vision and strategy and led the development of a single product integrating all online help channels, enhancing the customer experience, and enabling a multi-million dollar cost avoidance.

Led projects focused on defining the customer service strategy for new products, and enhancing the customer experience with a strong focus on shifting customers to digital channels and keeping them there

Optimized various customer service processes using industrial engineering methods including eliminating unnecessary demand, increasing productivity, automation and shifting volume to digital channels

Masters, Industrial Engineering - Engineering Management

Bachelor'S Of Engineering, Electrical Engineering

Education record