At American Express, I built the Centurion S.C.O.R.E. dashboard and portfolio analytics framework, bringing spend, rewards, benefit utilization, engagement, VOCM, and SOTW metrics together for relationship managers and leadership. I also supported data-led engagement strategies that activated 45 dormant and under-engaged Centurion clients and generated $536K in incremental TLS spend.
As a Relationship Manager at American Express, I delivered bespoke service for UHNI clients and translated benefit-use and customer-behavior trends into insights. My proactive engagement contributed to an 11% increase in customer engagement, 8–15% year-over-year revenue growth, and zero card cancellations during my tenure.
At Emirates Airlines, I supported customers with reservations, Skywards, disruptions, and special-assistance enquiries, and contributed to contact-centre technology implementations through testing and operational feedback. I also served as Team Lead and spearheaded the Life360 Cultural Committee, delivering 15+ annual events for 500+ employees while saving AED 50K+ annually through in-house event planning.
