sandra rhynes

Successfully migrated 16 Consumer Markets and 11 Corporate Markets across EMEA/LAC/JAPA, with responsibility for 10 Project Managers and 40 Analysts Globally, with budgetary responsibilities of £25M+ Migrated from legacy Account Receivable to the POA, reduced costs by 10% per country and increased quality by 45% per release, resulting in zero Client impacts. Resulted in faster time to market, lower development costs and lower costs of ownership, improved compliance, global availability of product capabilities and improved data quality and consistency. Developed strong partnerships with Technologies, Global Corporate Payments and Client Servicing. Standardized and globalized our business process, re-engineering friction points and inefficiencies out of our business processes and creating automated work-flows to improve the Customer Care Professional and overall Customer experience. Achieved outstanding employee survey results year on year. Averaging at 89% across applicable dimensions vs Amex average 80%

Directed all Commercial Card Servicing in UK E2E, Russia and the Corporate Purchasing Solutions European Servicing Teams, with line management responsibility for a total staff of 270 employees across EMEA, with a total billed business of £12Bn and an operating budget of £19M Delivering strong Customer Satisfaction Results, REE Targets of £4.4M and maintaining and continuously increasing Employee Engagement. Led Customer Experience efforts through definition of Customer Service Satisfaction Monitoring activity, monitoring of action-planning and alignment of Customer Services International Roadmaps, and “Voice of the Customer”. Delivered a robust control environment through adherence to operating/compliance standards, policies and procedures

Directed all aspects of performance relating to Card Member Servicing and Business Support UK. Total staff headcount of 300 and budgetary responsibilities of $26M: These teams are multi-lingual, multi-cultural, multi-product and multi-process, covering Disputes, Enquiries and Maintenance. Delivered operational performance to prescribed levels of timeliness, quality cost and risk; maximizing the benefits, which accrued from consolidation, centralization, outsourcing and IT enhancements. Received Will to Win awards, 3 consecutive quarters and strong satisfactory audit ratings from PWC. Received 2007 President Club Award for reducing company exposure by $8M, exceptional improvement YOY on employee engagement scores and for the strong improvement in Disputes Customer Satisfaction Scores. Championed worldwide Global Disputes audit, minimizing any risk or control issues for both EMEA and all other Global locations. Provided strategic advice throughout the sale of the banking portfolio to MBNA with sensitivity and flawless execution.

Directed all aspects of performance relating to Customer Financial Services UK. Total staff headcount of 31 and budgetary responsibilities of $2.6m: Responsible for all aspects of performance relating to Control & Maintenance, Banking, Systems Administration & MIS, Customer Services, and Sales. Led my teams through successful Banking Code Standards Board audit and in addition received a Superior Rating from The Credit Industry Fraud Avoidance System audit. Awarded the American Express 2002 Global Financial Services (GFS) Star award for my efforts. Championed the American Express Bank Treasury Pricing Project, generating an increase of yearly revenue to app $450k.

* Led improving the efficiency and effectiveness of the UK Customer Financial Services Operations. * Increased Loan referral cycle time between departments by 83.75% * Increased loan approval by 8.75% and reduced loan decline rate by 4.89%.

Led all aspects of performance relating to the operational team managing the World Express/Epic Funds, with a total staff headcount of 5.

* Responsible for all Client Services functions within the Platform, which includes reviewing, challenging inefficient processes and procedures in order to ensure optimum performance. * Delivery of client services business plan, including business forecasting, associated budget and recruitment planning. * Manage and motivate teams to achieve company objectives. * Partnering closely with other members of senior management team and an active member of the Business Risk Committee. * Collaborative working with wider Benchmark teams and companies in developing priorities and plans. * Lead and support delivery of system and operational enhancements in line with project and budgetary constraints. * Play a key role in the ongoing development of the platform and company.