Accomplished relationship management, marketing and client experience executive with a strong history of
achievement in driving growth by designing effective customer programs to retain complex commercial
clients. Experienced leader in Financial Services industry with superior customer listening, organizational
and strategic abilities. Areas of expertise include commercial relationship management, client segmentation
for growth, redesign of customer experience for highest value interactions and development of talent to
serve this end.
Leader10/2014 to 08/2016DUN & BRADSTREETShort Hills, NJ
Led team of 20 consultants working with clients to drive strategic and process recommendations that
materially improved results for large, global companies resulting in increased usage of integrated
data solutions by 15%.
Drove 95% retention metric across $300 million revenue portfolio via high value consulting
engagements tailored to the customer experience.
Improved utilization of consultants by over 2,000 hours annually driving improved customer
Assessed client feedback to identify high impact concerns at the root cause collaborating across
Analytics teams to provide new solutions for key customers.
Executive Director07/2011 to 10/2014JPMORGAN CHASE & CONew York, NY
Drove growth of integrated commercial payments relationships across a diverse and global client
portfolio by setting strategy for team to proactively engage clients.
Established new team of 25 FTE driving significant incremental revenue with payments clients in
markets across the U.S.; negotiated resolution for multiple client escalations.
Designed and led execution of client segmentation strategy and key performance indicator reviews
to boost profitability while driving client engagement across commercial card base.
Acted as subject matter expert and client advocate for global regulatory actions across my base
including assessing the impact on customer experience with recommendations for optimization.
Vice President12/2007 to 06/2011AMERICAN EXPRESSNew York, NY
Led a team of 20 marketing professionals to optimize growth via vendor operations and created
segment strategies to drive loyalty for multi-billion dollar portfolio of corporate accounts.
Designed multi vendor client outreach strategy with performance based contracts resulting in 40%
improvement in budget utilization and contributing significant incremental volume.
Managed all customer communications from marketing messages to regulatory notifications;
established online notifications via statement channels and developed new Eloqua based automated
email communications significantly improving the customer experience.
Identified and negotiated 5 new strategic partnership alliances to drive acquisition efforts resulting in
hundreds of closed leads.
Director07/2002 to 12/2007AMERICAN EXPRESSPhoenix, AZ
Grew, retained and drove profitability for a multi-billion dollar portfolio of corporate card programs.
Led Account Management team of 70 FTE proactively contacting large portfolio of corporate
customers to drive 95% client retention, 22% growth and 11% quality lift.
Designed and executed growth strategy resulting in 50% expansion of the team while improving
processes to ensure excellent customer satisfaction and profitability.
Led Project Management office to resource strategic Operations projects; resulting in increased
productivity by 27%, reductions in errors by 50% and cost savings.
Manager06/1999 to 07/2002AMERICAN EXPRESSSan Francisco, CA
Improved pricing and contract processes to drive 25% improvement in recovered revenue resulting
in several million dollars reclaimed.
Awarded 2002 Chairman's Award For Quality for re-engineering the end-to-end client acquisition
Managed technical project development and launch planning on 2 B2B e-commerce projects.
Won Regional Award for Strategic Vision for new technology product business case.
Manager/Director06/1997 to 05/1999MASTERCARD INTERNATIONALPurchase, NY
Reviewed new card proposals to consult on key areas of risk for member banks in US andCaribbean/Central America resulting in negotiation of collateral.
Directed the workout of a significant failed member situation with the FDIC.
Education and Training
MASTER OF BUSINESS ADMINISTRATIONGeorgetown UniversityWashington DC
B.S: INTERNATIONAL AFFAIRSGeorgetown University School of Foreign ServiceWashington DCINTERNATIONAL AFFAIRS