• Provide compliance guidance to customer facing operational departments and management.• Review and approve operational training and policies & procedures.• Assist the business units with integrating legal/regulatory compliance requirements into all written policies and procedures, system design and self testing programs.• Provide compliance approval/oversight for all phases of any corrective action process which includes root cause analysis, identifying compliance risk, provide guidance on remediation requirements, and assist with defining on-going controls to mitigate reoccurrence of compliance issues.• Assess all new or revised laws and regulations to determine their impact on relevant policies, processes, procedures and technology.• Support regulatory complaint tracking to identify and mitigate compliance risk and any applicable regulatory examinations and internal audits.

• Successfully completed the start up of a diverse team of 10 high performing Customer Care Representatives and 2 Business Analysts to support the newly implemented CFPB Complaint program which provided oversight for the Unfair Deceptive or Abusive Acts and Practices (UDAAP) and Truth in Lending Act - Regulation Z work streams for the travel organization.• Drove implementation of policy and regulatory requirements in the areas of consumer protection, documented training materials and facilitated training for all team members.• Evaluated team performance on an on-going basis and provided continuous coaching and feedback. • Streamlined existing processes which exacted remarkable efficiencies via a 72% decrease in customer disputes case time resolution; significant team productivity improvement and a 50% decrease in customer escalations.• Created the required reporting and business self-testing program and was instrumental in establishing a Governance Board to proactively conduct monthly calibration reviews.• Identified several process flaws across business units and worked diligently to eradicate and educate to drive adherence to regulatory requirements.• Serve as the primary contact for the Global Banking Group to ensure all processes and service level agreements are met timely to minimize potential risk of Fines.• Created innovative ways to resolve customer issues or concerns to retain loyalty and ultimately create loyal enthusiast out of the customer while delivering on the brand promise.

• Provided analytical support at a departmental and network level for Senior Leadership, the Customer Service Leadership team, and for internal business partners.• The analytical support entails working with Customer Service data to analyze current processes , completion of staffing analysis and manage process improvement initiatives to improve customer satisfaction• Led a team of 2 Business Analysts and 5 Customer Care Reps.• Provided work flow support and monitor the daily performance of the Customer Service teams. Also performed various types of analysis including quantitative, qualitative and trend reporting.• Formally present findings in both verbal and written formats including the use of presentation graphics, Excel spreadsheets and Word documents.• Consistently partnered with operations Team Leaders and the respective teams to assist with resolving complex issues.• Serve as a subject matter expert for projects across business units• Completed Six Sigma Green Belt Certification via reducing processing time for credits to appear on cardmember statements

• Responsible for identifying, analyzing and implementing initiatives to improve Merchant satisfaction and shareholder value for the Services and Gas and Oil industries.• Proactively foresee future developments and how they might impact my clients' business, thus enabling me to be proactive in providing solutions that add value for my customers’ while growing the American Express business.• Consistently developed innovative solutions to help drive transaction growth, profitability and the retention of a dedicated portfolio of accounts.• Conducted on-going analysis of Merchant performance trends and deployment of action plans to drive improvement.• Strong emphasis on reducing Cardmember disputes, Merchant chargebacks, and overall process improvements.• Demonstrated strong analytical and relationship building skills, proven ability to drive results, and excellent communication skills while interacting with internal and external customers at all levels.

• Served as a liaison with the Ft. Lauderdale, Greensboro and Minneapolis leadership teams to develop/implement new products, processes/procedures, services and enhancements into the Service Delivery Network for the company’s brokerage portfolio. • Consistently assess Call Center processes and act as a change catalyst in conjunction with the Greensboro team, American Express Financial Advisors (AEFA) project groups and the company’s external partners Fidelity Investments. • Facilitated timely troubleshooting and resolution of operational issues.• Collaborated and influenced our Credit department to set milestones to expand operations servicing hours for nights and weekends for the company’s brokerage portfolio.

• Led the department employee satisfaction teams and successfully accomplished point of arrival for all the targeted leadership competencies for the first time in the department’s history. The most significant improvement was in Manager Effectiveness, which increased by +5 basis points over the previous year.• Provided coaching and developmental leadership to 30 direct reports (Team Leaders & Business Analysts) to expand their scope of ownership of the departmental and organizational employee satisfaction goals.• Principal lead for engaging a department of 505 employees towards promoting a more productive work environment, while driving business results to deliver high levels of employee, customer and shareholder satisfaction.• Managed the Special Handling Unit migration that successfully redesigned current workflows to create a robust environment to accommodate different business functions for volumes that could not be automated. • Coordinated all departmental activities and managed the employee activities budget.• Spearheaded executing various employee activities to develop listening and constructive feedback skills while heightening the awareness of individual styles and incorporating the benefits of teamwork in a diverse environment.

• Coached and developed teams of 15 to 20 associates to achieve departmental and career goals.• Conduct departmental audits by monitoring, documenting results, initiating action plans, and follow up to ensure policies/compliance goals are achieved.• Interact as appropriate with the training dept to recommended revisions to training materials based on operational changes in workflows, forms, policies, procedures and bank regulations.• Facilitated and provided input to workflow and process improvement to manage through consistent changes. Worked closely with senior management and peers to successfully implement solutions to improve employee satisfaction and reduce attrition.• Traveled to client sites to access back room processes.• Successfully designed and implemented an “Associate Handbook” to provide employees with a tool that provides consistent communication of company goals and policies and procedures.