Greg Pond Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona, United States

• Serving as President and Board of Director member of wholly owned American Express subsidiary providing travel, accident and health insurance benefits, as well as financial and buyer/retail protection, to over 30.
• Developed and implemented Customer First strategy for AAC and Personal Savings including a 3-year road map for Drive to Digital and Platform investment management (~$2MM annual investment)
• Managed multiple vendor service providers managing operational risk, performance, contract negotiations and policy compliance
• Launched new insurance product configurations resulting in improved economics and enhancing the customer experience
• Directed analytical team(s) to build business intelligence capabilities and tools to drive strategies and initiatives improving the AAC & Personal Savings service delivery while building loyalty and profitability.

Phoenix, Arizona Area

• Direct the operations of the Global Merchant Servicing platform and end-to-end process including payments, disputes, account maintenance and innovative digital capabilities. Manage a $40+M budget and over 300 staff.
• Develop both short and long term Customer Experience strategies to introduce and enhance payment and merchant servicing resulting in increased revenue, customer satisfaction and profits.
• Improved global merchant servicing Net Promoter Scores (NPS) by 2 percentage points in 2017.
• Improved global “Would you Refer to a Friend” scores (RTF) by 7% over 3 years.
• Created and implemented a business strategy to increase self-servicing, improve processes and leverage partners saving 16% - 20% in operating costs.
• Reduced demand for in-bound call servicing by 45% over 2 years.

• Develop the strategy, roadmaps and products utilized by merchants including AmericanExpress/Merchant.com, POS devices, fraud prevention, and digital card acceptance products. Managed $100M in product revenues, $10M.
• Improved revenue 20% by developing an end-to-end merchant process strategy and roadmap balancing cost, improving merchant satisfaction and providing best value for the customer.
• Increased Merchant digital enrollment by 20% and overall customer satisfaction by 10% by implementing new functionality and designing a friendlier intuitive self-servicing user experience.
• Improved availability of the global acquirer network end-to-end to 99%.
• Designed and developed the functionality, site maps and wireframes for the merchant web site.
• Developed analytical infrastructure for data mining insights and custom reporting of product performance and profitability to improve business decisions and revenues.

• Designed and implemented information based analytics and capabilities for consumer and small business digital and tele-channel cross-sell platforms and MIS reporting. Managed a budget of $10M and 40 staff.
• Implemented new cross-sell functionality increasing revenue and customer loyalty.
• Designed and implemented a continuous loyalty campaign planning process and introduced a new segmentation for Consumer Travel, Publishing and Global Corporate Service markets.
• Developed analytics for backend campaign and marketing models to measure consumer responsiveness to product pricing offers and new products.
• Developed merchant debit balance predictor models significantly reducing write-offs.
• Designed and implemented cardmember portfolio segmentation strategies which drove up customer loyalty and profitability.

Bachelor Of Science - Bs, Accounting

Activities and Societies: Beta Alpha Psi | LDS Micronesia Guam Mission

Master Of Business Administration - Mba, Finance, General