Terry Brooks

- Leads the hiring across a critical hiring portfolio for American Express Global Services Group, specialty roles. - Owns the senior stakeholder engagement within the portfolio including reporting, engagement and leading business unit review meetings. - Owns the hiring strategies over the course of the year to ensure business units have the talent to meet their hiring goals. - Manages a team of Associate Talent Acquisition Partners.

- Led a team of 2 Membership Executives and 15 highly skilled Membership Managers. - Manage and lead sales strategies for two portfolios of 500 affluent and well-traveled Centurion Card Members. - Manage and streamline day-to-day operations, completing development and training assessments, monitoring scheduling and service levels while taking escalations from the Executive Offices. - Worked closely with hiring and recruiting managers and analysts to oversee the aggressive hiring initiatives in the Relationship Management platform, resulting in close to 100 newly hired Relationship Managers, Associate Relationship Managers, Team Leaders, and Lead Agents. - Set aggressive team goals to boost sales and revenue by 13% year-over-year and billed business by double-digits. - Led several high-level network and site projects and collaborated with senior leadership in hiring and recruiting initiatives for the Relationship Manager and Membership Management servicing models.

- Virtually led and developed a team of Business Travel Consultants in the online channel through effective coaching, monitoring, and evaluation. Ensured a team of 10 Travel Counselors delivered required cost and quality targets. - Reviewed the daily performance for each Direct Report, checking for improvement or achievement of target/ goals. - Assessed training needs and provided coaching and support to attain goals. - Assisted Operation Managers, Client Managers, and Travel Consultants in meeting business traveler needs. - Helped with network projects in Online Servicing, including hiring and recruiting.

- Created travel dream trips for our premium card members. Consulted with card members and ensured they received the best value for their vacation or business plans. - In addition to ensuring all accommodations meet expectations, I consistently exceeded sales goals generating over $50,000 in revenue per quarter. - Trained and mentored new hires, created and edited the team communication newsletter, and actively participated in the safety and employee engagement teams.

- Partnered with other store leadership and improved store operations by recruiting, hiring, training, and retaining top-quality team members. - Achieved a well-organized work atmosphere by ordering and arranging store supplies and managing calls. - Significantly contributed to employee morale by ensuring an open-door policy, tracking employee performance, and administering payroll. - Interviewed, scheduled, managed payroll budget, and evaluated performance reviews.

- Multi-tasked between floor operations and guest service management. Hired, developed, and supervised teams to respond quickly to guest relations. - Consistently increased sales by exceeding Target credit card monthly goals.