American Express 1 Of 2 Band 35 Positions resume example with 13+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:

I am a seasoned leader with over 15 years of experience leading small and large teams. Currently, I am a Senior Manager in GCS leading a team of 10 Band 30 Middle Market Business Consultants. In this role I am responsible for driving results in the area of new customer acquisitions and charge volume ($6.4M per month) while delivering world class service and adhering to strict compliance guidelines. I am passionate about cross-functional collaboration and have been involved and led several important projects / initiatives for my business unit.

AMERICAN EXPRESS (1 of 2 Band 35 Positions), 08/2019 to Current
CanndescentSan Francisco, CA,
  • Influenced aspects of and helped craft a two week re-training program for colleagues who were returning to BAU functions after serving, temporarily, in GSG due to COVID19 impact. During this time I was part of the CAG Return to Work Group and trusted with confidential information, collaborated with third part consulting companies, and worked closely with our compliance and marketing partners
  • Led through immense change during the COVID19 crisis by pivoting into a new role within GSG while leading a team of 10 Band 30 colleagues as they did the same. Changes I led through involved, but not limited too, compensation, job descriptions, and hierarchy changes through a 12 month period
  • Participated in the Ready To Lead program as well as Better Up Coaching programs
  • Collaborated with our DCT partners to streamline application submission process for prospects who need less than $50K a month in spending power. As a result, application decision time was reduced from 10 days to 1 day.
  • Drove results within the two quarters CAG was operational (pre COVID19) and produced 230% to acquisition goals during this time and delivered 175% to Charge Volume goal too
  • Exceeded expectations while in GSG function with ATS scores consistently above 95%, setting the bar and being the only Senior Manager to deliver on this metric 12 consecutive months (during the COVID19 crisis)
  • Assume leadership of a long time initiative to inject a customer referral process which required strong collaboration with our risk, marketing, compliance, and account development partners
  • Championed an informal leadership role within my directorate and helping my leader rank #1 (out of 6) in overall performance and employee satisfaction out of 19 teams in broader USACG organization; through cultivation of positive work environment and strong, transparent team culture
American Express (2 of 2 Band 35 Positions), 04/2017 to 07/2019
Senior Manager - Small Business Segment (CAG)City, STATE,
  • Led a project which empowered our customers to verify our Business Consultant's employment with American Express via the addition of a webpage on our official American Express site. This project involved heavy cross-functional collaboration with our marketing, compliance, and tech teams and ultimately led to the protection of our world class brand with over 5,000 employee verifications conducted per year, by our prospects
  • Championed the creation of new reporting and new methods to evaluate colleague performance via a Decile System through influence and collaboration with our Business Analytics partners
  • Developed new reporting in order to better understand our effectiveness in penetrating top tier leads within Salesforce. I brought awareness to the use of this field by sharing my best practices and ultimately, through various presentations with senior leadership, influenced a shift in how CAG monitors its file penetration effort and results
  • Assumed responsibility of hiring by participated in all 8 group interview panels to ensure we hired top talent for all Band 30 positions
  • Led the segment in FXIP Payroll Referrals (out of 30 teams), an initiative to help our FXIP partners as they attempted to grow their business
  • Ranked #3 (out of 30) in new customer acquisitions and charge volume (177% to acquisition goal and 129% to charge volume goal)
  • Earned Top Performer Award for Q1 and Q2 in 2018
  • Earned Top Performer Award for Q2 and Q3 in 2017 (hired in Q2)
  • 2018 Champion Role: Compliance - led the Sunrise, FL site of 150 Consultants to historic compliance results with a defect rate
  • Champion Role: Salesforce - led the transition and change management from Salesforce to Open.Force for all CAG teams (300+ colleagues) through heavy collaboration with our Sales Development, Training, Tech, Marketing, and BA partners
Director of Business Development, 08/2014 to 03/2017
Elite Card Services LLCCity, STATE,
  • Addressed customer complaints quickly to drive satisfaction and adjusted operational strategies to reduce issues.
  • Developed and presented creative ideas to internal stakeholders and customers to initiate new programs and successful sales initiatives.
  • Strategically managed revenue streams by establishing sales targets, deployment strategies and go-to-market initiatives.
  • Researched competitors and stayed on top of current market conditions to survey landscape and anticipate roadblocks.
  • Promoted products at trade shows across region, connecting with prospects and improving market penetration.
  • Increased business revenue through proactive management of relationships and sales strategies.
  • Projected more than $40M in sales during 2 years and achieved 133% of target.
  • Hired and motivated 10-member team achieving over $20M in new charge volume sales per year.
Director of Operations & Client Relationship, 07/2007 to 08/2014
United Collection Bureau (Citibank & JP Morgan)City, STATE,
  • Key point of contact for flaghship clients and all communications
  • Effectively controlled the release of proprietary and confidential information for general client lists
  • Conducted analysis to address manager compensation plans which led to reduced attrition, increase in revenues, and stronger client performance
  • Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies
  • Successfully led prospecting and presentations which resulted in new business relationships forged with banks such as JP Morgan Chase and Security Credit Systems, bolstering the company's revenue by over 300% within a 12 month period
  • Assumed a lead role in overseeing all hiring and training processes for both Florida sites and collaborated with HR personnel to mitigate risk and protect the company's brand
  • Prepared departmental contracts for attorney approval on all proposals put forth by attorney represented customers
  • Increased collection revenue by over 100% during my tenure and gained a 50% market share via strong client performance through out my tenure
Education and Training
MBA: Business Management, Expected in
Nova Southeastern University - Davie, FL
Bachelor of Science: Finance, Expected in 2011
University of Pheonix - Miramar, FL
Associate of Arts: International Business, Expected in 2008
Miami Dade College - Miami, FL

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Resume Overview

School Attended

  • Nova Southeastern University
  • University of Pheonix
  • Miami Dade College

Job Titles Held:

  • AMERICAN EXPRESS (1 of 2 Band 35 Positions)
  • American Express (2 of 2 Band 35 Positions)
  • Director of Business Development
  • Director of Operations & Client Relationship


  • MBA
  • Bachelor of Science
  • Associate of Arts

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