I’m am currently responsible for the leadership, development and training for 18 employees that consult with our Canadian Members to retain and ultimately increase share of wallet with Amex.

U.S. market:Provided the necessary support, coaching and resources for upwards of twenty direct reports. Successfully dealt with roadblocks and team conflict, leading to strong team moral and exceptional employee results. Correctly assessed the readiness level of team members, providing them with development opportunities, within and outside the team, this has ultimately lead to the successful attainment of these roles. In this High Value role the emphasis and measures of success are weighted towards the quality aspect and I have demonstrated my commitment to delivering on that goal through my ability to motivate my team to hit their goals.  These accomplishments emphasize my ability to adapt and excel during times of change.  Involved in duties outside my immediate role such as engagement team, Rewards & Recognition, Relationship Care lead, mentoring new hire classes and the Markham site representative for financial adjustments.

Responsible for site financial audits and risk mitigation with regards to financial and membership rewards adjustments on all platforms and products  Prepare reporting and facilitate financial training for all line leaders and Service Delivery LeadersEnhanced and redefined this new role in short timeframe with expanded span of influence and greater connection between auditor and leadership team at all levels. Introduced a Business Contingency Program and revised training material to successfully increase compliance accuracy.Partnered with network to continually streamline and improve the financial adjustment process and reduce financial write-offs center wide, this includes policy and procedure revisions and updates Performed A number of specific audits which assisted in identifying and implementing process improvements around the performance management and financial adjustment aspects.Sole administrator of the center wide employee rewards program  Leveraged relationships network wide to facilitate and implement new initiatives.

Appointed to the position of Acting Director in forth quarter 2006 into 2007, during that time drove results at the Serivce delivery leader level, positively moving the teams overall results.  Gained further experience in high level view of business operations, reported directly to V.P. during second interim S.D.L. role in September 07’ Communicated effectively with my team, by explaining in a timely fashion their metric goals, their statistics along with coaching to reach and exceed those targets Contributed in the creation and implementation of a number of incentives throughout the year to drive quality and productivity metrics

Effectively lead and communicated goals to a highly tenured team of Brand representativesSupported the business through direct contact with Cardmembers over the phone as well as in person to mitigate escalated issues Worked in conjunction with director to share best practices and implement revised quality and productivity measures resulting in a more efficient and quality centric operation Provided leadership and support during the transition to the vendor operation

Responsible for delivering premium value service while exceeding sales targets in a fast paced and diversified environment Held various acting team leader roles from 2001 through 2003 during which I would provide support, often on very short notice, to teams where needed