Eastern Guilford High School

Manager, Membership Rewards Fulfillment Process Owner

•	Responsible for partner performance 
•	Leverage working relationships across the Membership Rewards business, marketing, technologies, and servicing partners to ensure a seamless customer experience.  
•	Lead and influence project efforts to meet business needs utilizing expertise in capabilities, system interfaces, and customer experience journeys.   
•	Drive consistency of redemption capabilities across channels.  
•	Apply solutions and process enhancements to address problem management issues to optimize redemption lifecycle and eliminate issues and customer impacts. 
•	Define and execute fulfillment processes for Membership Rewards and multiple loyalty programs in collaboration with business strategies.
•	Onboard new loyalty program clients into the fulfillment workstream. 
•	Assessment of forecasts, redemption rates, customer survey results and trending of fulfillment issues.  
•	Ensure adherence to regulatory and compliance requirements and support of all required audit processes.

American Express

Manager, Membership Rewards Fulfillment

•	Lead and influence project efforts to meet business needs utilizing expertise in capabilities, system interfaces, and customer experience journeys.   
•	Drive consistency of redemption capabilities across channels.  
•	Apply solutions and process enhancements to address problem management issues to optimize redemption lifecycle and eliminate issues and customer impacts. 
•	Ensure adherence to regulatory and compliance requirements

Operations Manager

•	Liaison support for Membership Rewards redemption partners 
•	Responsible for the Operations approval for all reward content to avoid impacts to the customer experience ensuring adherence to SOX guidelines.  
•	Partner with cross functional teams to launch new partners/reward programs 
•	Subject matter expert for reward management capabilities and interfaces. Responsible for supporting identifying and implementing process improvements.

Operations Analyst

Process inbound correspondence to resolve customer inquiries.
Inbound customer service to resolve billing and reward disputes. 
Process CoBrand redemption reject reports and adjustments.

CoBrand Correspondence Representative

•	Service Card Member accounts inbound and outbound while maintaining a high level of customer service.
•	Analyze fiscal responsibility of Card Member accounts, making sound credit decisions to ensure profitability.

Credit Analyst

•	Receive and analyze incoming billing disputes.
•	Perform case volume analysis to improve customer satisfaction and operational efficiencies.
•	Support inbound servicing to ensure customers are serviced at first point of contact.
•	Training and development of new customer service representatives to ensure achievement of assigned goals as Sr. Bill Adjustor.
•	Perform quality reviews to ensure timeliness, accuracy, and compliance with all laws and policies.

Charlotte T Gray