Heather Stoddard Email and Phone Number

• Lead a multi-level team of seven managers and analysts • Provide strategic direction for critical regulatory and committee reporting and present identified risks and trends to compliance committees • Implemented automation and continued improvements to team core functionalities within reporting tools (i.e., Tableau and Veracity) • Manage Complaint Targeted Review focus areas, communications, and team performance, resulting in identification of compliance issues requiring customer remediation

Manages the Global Banking Complaint Program including- Health of the process dashboard reporting- Strategic program design/enhancements- Exam/audit management - People leadership

•Identified communication reject reporting compliance infraction spanning across all American Express business units utilizing Six Sigma root cause analysis solution in progress implementing 2013•Managed Remediation Project correcting harm to 2,611customers and reduced potential losses by $3.2 million by creating a sound remediation strategy •Implemented enhancements to dispute letter rejects reducing the average daily volume from 31 to 3 •Re-engineered Global Dispute processes to ensure consistent handling of deceptive merchant disputes•Improved the Complaint Process by identifying measurement system errors, identifying root causes and creating a solution to enhance exiting procedures by adding disposition clarity•Established POD Six Sigma Community to create engagement and support ongoing development of AESC Salt Lake City employees•Facilitated Six Sigma trainings and enhanced training materials•Mentored 5 Six Sigma trained employees through certification•Organized US Banking Mentor Program and volunteer activity at Salt Lake City Head Start•Co-Lead of the Women’s Interest Network and the POD Six Sigma Community

•Provided strategic direction to team of 4 direct reports•Managed risk assessments processes identifying new controls and resolving process gaps/risks•Managed Global Prepaid Vendor Oversight Program ensuring ongoing compliance to Management Policy 10•Coordinated many Global Prepaid Paid’s Audit resulting in an increased and maintained audit ratings •Established a Clean Desk Review Program to secure unstructured Customer Data•Instituted GP BUSA Standardization Project to Ensure Appropriate Control and Governance of System Access •Led Risk Portal Project to Move System Administration to BUSA and Ensure Appropriate Segregation of Duties •Acted as Executive Sponsor for the 2008 & 2009 Diversity Team

•Led 2007 & 2008 Plastic Holiday Season communications with 100 participants including band 50 and 45’s•Established a Process Quality Program for 6 Prepaid Plastic Operations processes•Directed Team of 4 Direct Reports including One Virtual Employee in EMEA•Led Diversity and Engagement Teams from 2006-2008•Executed 2006 Prepaid Operations Capacity Certification•Implemented Etelecare Datacom Black Belt Project saved $98,822 in re-engineering •Implemented Refunds Database Black Belt Project saved $101,063 in re-engineering