At American Express - CMBS, SBS Core, I lead, coach, and develop a team of 15+ Customer Care Professionals. I monitor performance, coach colleagues, and recommend improvements to customer outcomes and efficiency.
As Value Generation Training Specialist at American Express - CMBS, VG & CFE Team, I audited sales and service workflows for compliance and coordinated corrective actions. I also translated audit findings and recurring gaps into process reviews, coaching, and control reinforcement.
As Lead Customer Service Representative at American Express - US Corp, SBS/SBS-DGT, I served as an early pilot for SBS/SBS DGT, offering feedback and validating UX impacts. I was also a certified SME Coach and supported 10+ colleague certifications.
At Genpact - NAB, I assessed KYC and income-verification cases for risks and compliance with lending requirements. I also automated workflow allocation and provided process guidance as a Subject Matter Expert.
