Supporting the Digital Operations team on achieving the short and long terms priorities for current initiative to migrate processes from Blue Prism to internal program. Responsible for creating / building the Digital Operations team and provide continuous support of the team. Reviewing and creating strategic initiatives like application modernizations, change management, and the future of the Digital Operations and Support team.

• Lead team of 3 RPA Controllers for Amex Digital Workforce in Blue Prism Automation. • Mentor “Year Up” interns; providing them training and Blue Prism Automation Controller experience. • Work with Robotics Management Team to manage/schedule US based controllers to run via Automation

• Manage project requests, prioritization of backlog and working closely with the Business, Development and Scrum team on execution and timelines. • Responsible for initial and ongoing review of business units on processes across all functions to find ways to enhance departmental efficiency and the customer experience with automation. • Communicates with management, leadership and peers effectively to ensure alignment to achieve company goals and drive business needs.• Facilitate walkthroughs of Backlog opportunities to create Standard Operating Procedures and User Stories for modelers.• Prepare weekly updates for leadership and other business units.• Interim Scrum Master, facilitating daily huddles/meetings, ensuring all needs are met for developers and product owners.• Managed processes and continued moving forward during transition of leaders; ensuring the business was updated, sending reporting and manually running the processes through the control room.• Assisted with onboarding of new leader and team mates ensuring alignment on processes.• Strong strategic skill set that supports the business and Scrum Team to successfully plan and execute projects within tight deadlines. • Manage all change requests and providing sign off for updated SOP’s, testing and approvals.

• Managed and implemented end to end process for the AMEX Assurance Quality Program to align legal and regulatory requirements with customer experience metrics across AAC and vendors. • Proactively identified and initiated process improvements.• Managed and calibrated weekly/monthly auditor meetings with leadership, which included analysis on results and recommendations for change to platforms and procedures.• Regulatory reporting to Senior Leadership groups.• Partnered with Vendor Management and Claims Department Leadership to review and evaluate partner quality results on a monthly basis.• Led vendor launch across 4 sites for the AMEX Assurance Quality Program portion of their job function and reviewed the overall process.• Interim Team Leader for India team ensuring our team had backup support and coverage. • Carried out monthly sampling, auditing and analytics/reporting for all Quality Control and Quality Assurance routines.

• POC/SME for Card Issuance Compliance worked on several reengineering projects; using my technical background and communication skills to relay information back to the business. • Built strong relationships with other areas of the business including, Global Communication Service (GCS), Legal Disclosures, Technology and external partners for Card Issuance and AMEX Assurance.• Managed Bank Self Testing of domestic Card Issuance, and AMEX Assurance programs. • Worked with AMEX Assurance programs, monitoring calls for compliance infractions; provided feedback and coaching opportunities on weekly calibration calls. • Implemented and trained all AMEX Assurance external partners on Bank Self Testing, new testing process and provided refresher trainings to ensure vendors and testers were aligned. • Responsible for ensuring Regulatory Compliance targets for AMEX Assurance external partners.• Created and maintained new documentation and methodology for sampling, post February 2010 UDAP, to ensure new Bank Requirements we met and provided training to Card Issuance Team. • Provided monthly/quarterly reporting and scorecard process for Compliance and Business Units.

• Manage several high priority issue escalations along with daily tasks simultaneously. • Develop new strategies to eliminate defects and understand impacts of new processes for operations. • Analyze and research numerous reports for Card Issuance teams, researching and driving actionable solutions on gaps in day to day processes. • Create and update comprehensive training materials for daily tasks, responsible for training new hires to the team. Present complex (including technical) information to all levels within business. • Identifies and manages root causes for Card Issuance issues working with Technologies and external service providers. • Work as SME for Help Desk operations working directly with Project Managers and external vendors on New Product Launches and involved in projects that impact Card Issuance Operations. • Acting team leader in team leader’s absence.