Apply my 24 years experience with American Express in Communication, Facilitation and Quality Leadership in a challenging role as a team member and leader - Communication, Training/Development & Survey Analysis as well as Call Monitoring analysis with American Express
•Dynamic Problem Solver
•Customer Satisfaction Survey SME (Subject Matter Expert)
•Survey Designer•Relationship Builder
•Operations & Quality Analysis SME (Subject Matter Expert)
•Designed Surveys, conducted and tabulated numerous surveys utilizing the Advanis survey tool, to include Annual Key Contact Survey, 3rd Party Booking Tool Survey, IPS Annual Survey and several individual focus group surveys.
•Led a 10-member ESAT(Employee Satisfaction Team) improvement team in increasing the Quality dimension resulting in a year over year 18-point improvement.
•Assisted in designing the Account Watch program and trained staff to increase customer satisfaction survey results by coaching managers for improvement. Current projections indicate meeting goal of 3-point improvement over 2013.
•Designed and continued to maintain the new web based customer service issue reporting for both on-line and off-line Business Travel reservations.
•Member of team that created the Great Call Experience for leaders and associates, which provides situational verbiage and solutions for improving the call experience for our Business Travel clients. Created focus group questions to determine the audience awareness of the American Express Brand.
•Developed and Communicated monthly updates on service initiatives for my portfolio of accounts in Business Travel, including reporting on trend analysis, forecasting, and opportunity recommendations.
•Analyzed customer survey verbatim comments regarding off-line service and on-line booking tools, identifying opportunities on partnered and third party products, their impact on satisfaction scores.Then presented the data to Senior Leadership resulting in changed process and reduction in American Express write offs.
•Key Partner on several six sigma green belt, black belt projects. Provided data, utilized process mapping, and solution finding to improve service and reduce expenses for On-line and Off-line Business Travel.
•Proactively trended and forecasted $85,000 potential savings by identifying accountability and individual coaching opportunities to avoid future write offs.
•Mentored new analyst, currently performing at a G2 level, and advised her on account development opportunities.
•Recognized for 2002 achievements with Trendsetter Award.
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