McGill University

Senior Manager, Global Industry Relations, Travel & Lifestyle Services at American Express

Phoenix, Arizona, United States

American Express

Senior Manager, Global Industry Relations, Travel & Lifestyle Services

- Chief of Staff responsible for leading strategic projects and initiatives as well as the day-to-day operations of the Office of the Senior Vice President & General Manager, Global Commercial Services - U.S. Client Group and Commercial Acquisition Group•Planned, executed and negotiated real estate move for 264 individuals including technological troubleshooting and temporary seating – budget $170k, actual cost $135k•Partnered with recruitment to conduct 300+ interviews and complete 140 offers in six weeks to complete an expansion project for the US Client Group, doubling the size of the organization•Partnering closely with the SVP and team on deliverables for the Executive Office•Created and presented strategic documents while building new relationships and coordinating agendas for several senior leader visits •Manage all aspects of business planning, communication, reporting, budget, and strategic deliverables for team of 600+•Driving ad hoc strategic projects and leading key projects prioritized by the Office based on their importance to supporting business goals•Develop, support and coordinate employee engagement strategies•Access and maintain confidentiality of sensitive information

Manager Business Planning and Financial Analysis, Global Commercial Services

- Evaluate processes and systems for opportunities to reengineer and transform business operations, through improving and optimizing operational performance, customer satisfaction, and operation financials•Deliver project plans and execute strategy to promote Growth Enablement in the OPEN market•Lead, partner, and liaise with diverse customer groups such as Technologies, Operations, Marketing, and others to deliver project implementation and successful outcomes•Leverage project management skills and principles to keep project on schedule and on time•Analyze data with analytical, statistical, and optimization techniques to identify insights, opportunities, relationships, and quantify/measure results•Utilize engineering approaches such as Lean and Six Sigma to deliver results

Project Analyst - World Service OPEN Strategy

- Demonstrated adoption of Growth Mindset, Resiliency, and Dedication to Relationship Care® for Leaders through reengineering of Large Market Servicing to OPEN Small Business market•Nominated to attend the March 2014 OPEN for Women: CEO BootCamp in Los Angeles and the 2014 U.S. Open Tennis Tournament in New York to deliver face-to-face Relationship Care® to both internal and external customers and build long-lasting relationships•Project Lead a team of nine employees to execute five events targeted to promote development as Core Team Lead for the WIN Member Development Team•Proven flexibility by providing directorate coaching and Team Leader support across specialized business departments in the Customer Engagement Network: Core, Client Management, Relationship Care Consultant Team, and Large Market Services•Implemented a “coaching and feedback” culture to focus on effectively probing to uncover card member’s needs and provide relevant products or benefits to increase loyalty and spend•Facilitated “Becoming a Top Performer” Workshop with servicing Pilot to significantly increase Performance and Sales with targeted messages to a team of 14 Customer Care Professionals•Established meaningful relationships with teams of 12-16 Customer Care Professionals to gain trust immediately and drive results in a short period of time

Team Leader

Customer Service Professional

Zumba Fitness Instructor

Phoenix Art Museum

Circles of Support Intern

Denver Art Museum

Family Programs Intern

Chipchik Inc.

Marketing and Sales Assistant

- Evaluate reporting from company website and program dowloads to create lead lists for outbound sales team•Daily use of Microsoft Excel, SalesJunction and VisiStat to manage all contact activities•Convert 17% of qualified leads into sales by educating and establishing trusting relationships with customers

Applied Computer Services, Inc.

Sales and Consultant Network Manager

Wellbridge

Hospitality Desk Associate and Zumba Fitness Instructor

Rachael Aird